The Travel Club
Launching in January 2026
Exclusively in Partnership with
The Travel Club – A Partnership Between
The Collaboration Network and The Ombuds Group​
The Travel Club is an exciting new initiative between The Ombuds Group and the Collaboration Network, created to bring together organisations from across the travel sector to collaborate, share insights, and enhance standards of customer care.
The Club aims to help members:
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Better understand and meet customer needs
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Provide improved support for colleagues
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Strengthen alignment with regulatory requirements
This initiative will also draw on insights from other consumer-facing sectors to share cross-industry best practice.
Training and Development
As part of the Travel Club, members will benefit from Training as a Service (TaaS) provided by The Ombuds Group, alongside full access to the Collaboration Network’s programme covering:
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Vulnerability and customer support
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Complaints handling and resolution
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Employee well-being and inclusion
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Diversity, leadership, and organisational culture
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Customer experience and regulatory compliance
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In addition, members will enjoy access to travel-specific online and in-person events, focused on the most pressing issues facing the industry today and in the years ahead.
Membership and Access
Membership of the Travel Club is offered as a three-year programme, including:
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Access to over 120 online and in-person events each year
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Opportunities to learn from other organisations and showcase your own best practice
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Participation in an extensive 2026 programme, culminating in the Collaboration Network Awards, part of the Collaboration Conference Winter 2026
Training services will be delivered by The Ombuds Group, and all events will be facilitated by the Collaboration Network.
The Travel Club officially launches in 2026, with free involvement available until June 2026. After this period, organisations will have the option to continue as full members on an annual subscription basis.
During the introductory period, participants can attend all online events delivered by the Collaboration Network and access the member portal at www.cn-x.co.uk - a comprehensive resource library featuring past events, reports, and publications. Attendance at in-person events will be available at an additional cost.
Expertise and Collaboration
The Ombuds Group brings extensive experience in the travel market and a proven track record in delivering customer service training and improvement programmes.
The Collaboration Network has over five years’ experience in connecting diverse organisations — including ombudsmen, regulators, suppliers, academics, charities, and practitioners — to share best practice and strengthen support for both customers and colleagues.
Together, we’re building a collaborative platform to raise standards across the travel sector and beyond.
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Become part of the Travel Club in 2026!
The Ombuds Group
Skills Retention Service
The Ombuds Group (TOG) Skills Retention Service provides flexible training modules designed specifically for ensuring your teams skills are always their best. The service enables organisations to make right decisions with minimal effort while optimising consumer satisfaction. At 30% less expensive than ad-hoc training, it offers exceptional value through a comprehensive, ongoing approach to skills development and retention.
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How It Works
The service operates on a simple credit system where 1 credit = 1 hour of training. Organisations purchase credits through affordable monthly or quarterly payments at £26 per credit. This flexible model allows teams to access training without any upfront investments.
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Three-Phase Training Approach
1
Core Training
(Year 1):
Organisations select from 19 available courses based on specific team requirements. Courses range from 2 to 18 credits and cover essential topics including consumer law, vulnerability awareness, complaint handling, data protection, equality legislation, and customer service excellence.
2
Moves & Changes Training
(Ongoing):
New team members receive comprehensive training while existing staff can access refresher courses anytime. This ensures consistent service standards as teams evolve.
3
Top-Up Training
(Year 3)
All staff receive refresher training to maintain confidence and keep skills current, ensuring long-term retention of critical competencies
Available Courses
The service offers 19 courses across key areas:
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Consumer Protection: Consumer Law (3-12 credits), Consumer Protection (12 credits), Advanced Consumer Law (6-12 credits)
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Compliance: Data Protection (2-6 credits), Equality Act (2 credits), Pricing & Advertising Compliance (6 credits)
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Customer Service: Effective Customer Service (3 credits), Complaint Handling (6 credits), Achieving Better Outcomes (3 credits)
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Communication: Effective Communications (3 credits), Mediation Skills (6 credits)
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Inclusion: Consumer Vulnerability (2 credits), Inclusive Service Provision (3 credits), Neuro-Inclusivity (3 credits)
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Specialist Skills: Ombudsman Skills (18 credits)
Specific courses include City & Guilds accreditation adding professional credentials to team achievements.
Key Benefits
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Cost-effective: 30% savings compared to traditional training.
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Flexible: low monthly fixed fee with no large upfront costs.
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Sustainable: built-in refresher training ensures skills retention over three years
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Scalable: easily accommodate new team members without additional per-person fees.
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Comprehensive: 19 courses covering all aspects of consumer-facing operations.
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Accredited: City & Guilds validation available for professional recognition.
The Skills Retention Service represents a strategic investment in team capability that delivers consistent, excellent customer service outcomes while maintaining budget predictability.
Keen to know more? Get in Touch!