Client

LGT (Kochi Branch) – Corporate Group Tour in the UK

Service Provider

Trueboy / Destination Management Support Team, UK

1. Background

LGT was operating a multi-day UK tour for their corporate group. The program included city tours, guided experiences, logistics across multiple cities, and a gala dinner. Trueboy’s UK team was responsible for on-ground coordination, guest experience, crisis management, and ensuring smooth execution.

2. The Challenge: Unexpected Disruption at Lancaster

During the journey, the group encountered an unplanned disruption at Lancaster railway station, leaving the guests stranded with no immediate access to food or support. This situation required:

• Instant decision-making
• Coordination across cities
• Arranging food for the entire group
• Ensuring guests were reassured and safe
• Maintaining service quality despite circumstances beyond control

The incident posed a reputational risk and could severely affect client satisfaction.

3. The Response: Swift Crisis Management

Trueboy’s team acted within minutes:

Immediate Actions Taken

• Deployed three team members to Lancaster station instantly.
• Arranged food proactively by coordinating with McDonald’s and briefing the manager in advance.
• Ensured continuous backend coordination to manage orders and delivery.
• Added an extra support staff member on ground to manage the volume.
• Maintained constant communication with the LGT team, including Gokul and Rajesh.

Key Individuals Involved

• Esha, Ujwal, Easy, and another support member – handled on-ground food coordination.
• Piyush – ensured seamless operations during the London leg.
• Vandy (Service Lead) – supervised operations, managed communication, and ensured rapid response.

4. Outcome: Delighted Guests & Appreciative Client

Guest Experience

• Guests were impressed and extremely happy with the quick arrangement of meals and the overall handling of the situation.
• The positive experience throughout the tour overshadowed the previous day’s disruption.

Client Feedback Highlights

Gokul openly expressed:

• Appreciation for the swift crisis management
• Recognition for the extra mile put in by the team
• Gratitude for handling last-minute gala dinner requirements
• Praise for the professionalism and attitude of team members like Esha, Miguel, and Piyush

He specifically noted:

• “The guests are impressed and they are happy.”
• “It was beyond anyone’s control, but your team acted immediately and brilliantly.”
• “Teejo is personally very impressed with your service.”
• “Your team helped me like anything—especially during pass-around service at the gala dinner.”

He also acknowledged that acknowledgment itself is rare, making this appreciation even more meaningful.

5. Additional Success Factors

London Operations

• Full-day guides were a strategic recommendation, resulting in a smooth and informative experience.
• On-ground team created a proactive, guest-friendly environment.

Gala Dinner Support

• Team handled last-minute requests for pass-around service.
• Stepped in without hesitation, despite it being outside the original contract.

Team Strength

• Demonstrated a culture of stepping up, teamwork, and service-first approach.
• Strong synergy between Indian and UK teams.

6. Impact on Client Relationship

The service delivery strengthened trust so significantly that:

• LGT Kochi Branch expressed confidence in continuing with the partnership.
• They acknowledged that Trueboy’s performance sets the benchmark for the entire LGT network.
• The experience improved perception towards the DMC and increased trust with both Teejo and Rajesh.

Gokul affirmed:

• “You made my day better. I am really happy.”

7. Key Learnings & Strengths Demonstrated

Operational Excellence

• Quick decision-making
• Strong communication
• Agile crisis response

Human-Centered Approach

• Empathy in serving guests
• Respect for client preferences
• Going beyond contractual obligations

Team Culture

• High ownership
• Mutual support
• Professional reliability

8. Conclusion

This case showcases how Trueboy’s UK operations team transformed a potentially critical situation into a moment of trust-building and service excellence.

Through rapid response, heartfelt teamwork, and guest-first commitment, the team not only saved the day but significantly elevated client confidence — turning challenges into a long-term partnership opportunity.