LONG HAUL HUB
Created in Ceros to resolve a pain-point | Shortlisted for 'Champions of Customer Experience' Travolution Award 2025
Challenge: Long haul customers often struggle to find all the information they need in one place, leading to confusion and the need to call the contact centre. Long haul holidays are often booked for special occasions e.g. weddings, milestone birthdays, meaning expectations are higher. Long-haul trips had a NPS averaging 10 points lower and complaint ratios more than double the company average (18% vs. 8.8%).
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Solution: A standalone digital hub built in Ceros, designed as a one-stop, self service resource that brings together key information from TUI and trusted external sites. From destinations to entry requirements, packing tips to suggested excursions, it is all about helping customers feel more prepared and confident. A secondary benefit is standing out among our main competitors.
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​Touchpoints: Linked from customer docs and the long haul destination page, optimised for both mobile and desktop. Also supports retail and contact centre teams by giving them a reliable selling tool.
​Stats: 60 users per day
Most visited pages: Mexico
Improvements to CSQ scores for the 6 areas that currently feature
Summer 25 to date: NPS 45 +5 YOY Pre-dept. comms: 8.74 +0.13 YOY
Holiday Overall: 8.11 +0.14 YOY