South Shields branch of travel agent Dawson & Sanderson wins covered national award for excellent customer service


The branch, in Fowler Street, achieved platinum status in the annual Feefo 2021 Trusted Service Awards, for exceeding expectations with its customer service.

The awards, created by customer analytics technology company Feefo, are a showcase for those who deliver exceptional service, with Platinum level awarded to companies that earn a Feefo Gold award three years in a row.

Chris Harrison, Managing Director of Dawson & Sanderson, said: “This national award is fabulous news and a tribute to our staff who have worked tirelessly over the past two years during the pandemic. It’s no small feat to have excelled in the most difficult years to reach the coveted Platinum status.

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Staff of the South Shields branch of Dawson & Sanderson. LR Kerry Wafer, Lorraine Hood, James Askew, Donna Raji, Gemma Hunter, Ian Mcewan.

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“In 2021, our staff ensured that all of our customers either booked their holidays or received refunds as soon as possible. Once holidays were restored, we offered each of our customers assistance with passenger locator forms and booking tests.

“When customers picked up their tickets, we made sure they had everything they needed to make their trip as easy as possible. We gained a lot of new customers by offering this service because no other travel agency was doing it at the time.

Feefo’s Director of Customer Success, Steph Heasman, said, “This year has been like no other and it’s only right that we recognize companies that have excelled despite enormous challenges. Winning a Trusted Service Award in this context demonstrates incredible performance and is a real sign of pride for any company.

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