Titan Travel says moving its South Africa call centre to a new office should help improve its service to agents. 

A number of retailers have complained about the operator recently, with some describing it as a ‘nightmare’ to deal with. 

However, Titan said staff are also receiving in-house training to improve their service to agents and product knowledge. 

Frustrated agents have taken to social media several times in recent weeks to complain about the escorted tours, cruise and rail specialist.

Complaints include background noise on calls, rudeness and call centre staff’s inability to check live availability for tours. 

One agent said they had lost confidence in selling Titan altogether. 

Another agent told Travel Gossip that three complaints about the call centre had been reported on her agency’s Whatsapp group in two weeks. 

“The call centre staff come across as really rude,” she added. “They get frustrated at their end because they do not know what they’re doing. Agents lose confidence after events like this.” 

In response to the complaints, a Titan spokesperson told Travel Gossip: “Titan Travel has call centres in both the UK and Cape Town. Early in July, our Cape Town team moved to a new office, which will help to resolve some of the issues that agents have been experiencing.  

“Our call centre team also has ongoing support through in-house training, to continuously improve both their product knowledge and their specific work with agents.” 

To encourage bookings through agents, Titan is running a £15 Lifestyle Voucher booking incentive this month.