SkyLink USA
Empowering agents to increase business.

Agents' Choice Awards - for the Best Consolidator

Consolidators are such an ncreasingly vital part or travel agency operations that establishing a strong service image with agents is a priority for any consolidator that wants to stay competitive. SkyLink has managed to do just that, as demonstrated by its No.1 status with agents in the Agents' Choice survey.

"We're thrilled," says Linda Khanna, national manager of marketing at SkyLink. "Our goal has been to be No.1, and we have worked hard to make it happen." She said the company's own travel agents' survey from January 2002 highlighted both strong and weak aspects at SkyLink, and that efforts were immediately made to rectify the negative points. "We were very aggressive about making these changes," she says.

These included opening a new call center in Vancouver, as well as substantially increasing the staff complement at the Toronto call centre. Ongoing automation upgrades allow agents to view SkyLink fares on virtually any booking platform -

"We have 14 ways to see and book fares," she says. And a touch-tone phone-based system gives agents the ability to find fares even without a screen in front of them. "We listened to needs of the travel agents, and we responded to those", she added.

Sonia Machadeo of KL Travel Choice in Chatham, Ont., evidently agrees with that. She voted SkyLink her favourite consolidator, saying, "They're great. They really take the time to help, and will check all the airlines to find the space that I want." She says the SkyLink web site is very well presented, but if seats can't be found there, the call centre staff will "stay on the phone for 45 minutes if needed." Machadeo says sales through SkyLink are comparable to Network and Jade Tours - two other well-regarded consolidators - but that working with SkyLink is virtually "hassle-free."

Travel agent Donna Anderson of Masset Travel in BC says she has done lots of business with SkyLink, and they have consistently proven to be "easy to deal with and fast on the phone." SkyLink also scored points for having "lots of good deals" on airfares.

2002 - Travel Courier

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