Customer Excellence Awards 2025-26

• Consistent Excellence in visitor and group leader feedback

Recognises suppliers who achieve consistently high satisfaction ratings across our bookings. Eligible partners must maintain a top-tier average score in customer evaluations, proving that their service consistently meets the high expectations of our groups.

Metric: Quantitative data from post-trip evaluation surveys

• Proactive Responsiveness and service evolution

True excellence is defined by the ability to listen, respond and evolve when things aren't quite right. We honour partners who actively engage with customer feedback, demonstrate a proactive approach to solving in-flight challenges, and swiftly implement improvements to optimise the experience for future groups.

Metric: Feedback loop closure and documented service adjustments

• Exemplary Safeguarding, health and safety compliance

The safety of visitors is our absolute priority. This benchmark requires an excellent, ideally flawless, track record in facility management, hygiene and safeguarding protocols, celebrating suppliers who treat risk management and visitor well-being as a non-negotiable core standard.

Metric: Minimal (ideally zero) safety/hygiene failures and up-to-date compliance materials

• Superior Accommodation of Diverse and Inclusive Needs

Highlights suppliers who excel at making every visitor feel safe, included, and valued. Winning partners demonstrate meticulous attention to detail when managing complex dietary requirements, mobility constraints, or specialised behavioural needs.

Metric: Client feedback regarding dietary, accessibility and medical requirements.

• Seamless Operational Co-ordination and logistics

Managing groups, especially school groups, requires exceptional operational precision. This criterion recognises transport, activity and accommodation providers who deliver flawless co-ordination, clear communication and efficient group handling, ensuring that itineraries run to time and without friction.

Metric: Timeliness, pre-arrival communication efficiency, and group management ratings

• Enrichment of the Learning Experience

We celebrate partners who go beyond simply hosting a trip to actively enhancing the educational journey. This criterion scores well for suppliers whose staff display outstanding management, enthusiasm, and hospitality, helping to create inspiring and memorable learning environments outside the traditional classroom.

Metric: Qualitative group leader feedback regarding educational impact and staff engagement