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Capita Travel and Events rewards loyalty and policy compliance on East Coast Trains route

Agency demonstrates that strong industry partnerships can boost customer engagement and compliance to travel policies
Capita Travel and Events has become the first agency to offer East Coast Trains’ loyalty scheme to its corporate customer, following an extension of the train operating company’s customer loyalty scheme, East Coast Rewards, to businesses.

The scheme was previously only available to travellers booking directly through the train operating Company’s own website.

Raj Sachdave, head of rail product UK and International, Capita Travel and Events, said: “The new scheme, Rewards for Business, recognises customer loyalty and enhances the experience for business travellers on the East Coast route. Our goal is to increase customers’ compliance to their business’s travel policy by incentivising and thanking travellers to book through their contracted agency. The new scheme will give travel buyers increased visibility of rail spend allowing more meaningful benchmarking and analysis.”

Martin Turner, head of agency sales for East Coast Trains, said: “Our loyalty scheme is designed to enhance the customer experience as it lets travellers reap the rewards when they book tickets. Capita Travel and Events customer travellers, who are registered for the scheme, will have their account automatically credited with loyalty points for any qualifying journeys booked via the agency and will be able to claim rewards in just the same way*.

Every East Coast booking with Capita Travel and Events is followed with a reminder that rewards points can be earned by joining the scheme. It is little surprise that having extended the scheme to business, we have more loyalty members with Capita Travel and Events than with any other agency.”

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