At the heart of Tauck’s success is an unwavering commitment to service that goes far beyond typical industry standards.
Yet to truly understand how that is enshrined in the company’s DNA, you have to talk to the people who actually work there.
Serisha Ramdhani was ‘headhunted’ to join the family-owned company currently celebrating its 100th year of operation. When they came calling, Serisha was at something of a career crossroads.
“It was 2019, I was going through my second pregnancy and I was thinking, where to from here? What is going to really make an impact in my life.
“It had to be somewhere I was treated not just as a number, but someone who’s really contributing and who adds value. That was the life I wanted to lead, having both a family and a career.”
Six years on and Serisha is now Tauck’s Head of Reservations/Customer Service for Australia, working closely with David Clark, their Managing Director in Australia. In that time she has come to learn and understand what the company calls the “Tauck Difference.”
“People speak about luxury but Tauck is not just about luxury. It is really the human connection. It’s digging deeper in every aspect and making sure that whatever we put out there, has to be above and beyond. The experience needs to be so much more for Tauck guests.
“There’s a lot of heart in Tauck and that’s what comes across each and every time. It’s something you can’t describe, it’s something you can’t really articulate, but Tauck brings that passion every day.”
That extra commitment to guests also extends to the travel trade who are a crucial part of the company’s marketing weaponry.
“The support we give to the travel advisors – we want to take them on a complete journey and Tauck really does that. I haven’t seen a company that really cares to that level.”
Serisha emphasises that the company’s approach is about creating genuine connections and helping travel agents in their daily life.
“We want to help our advisors build their Tauck business. Booking Tauck with our portfolio keeps clients coming back year after year and that is great for the bottom line.
“We’re not just about selling tours – we’re about empowering agents and making their job easier.
“I have direct access to key departments within Tauck so I know which levers to pull for business solutions, from yield for waitlists, guest special needs, finance and of course sales.
“There are conversations happening daily as we continue to strengthen our position and help our advisors build their Tauck business. I don’t do this alone. I have an incredible team and we are laying the foundation for our second century meeting our advisors, partners and guests where they are at.
“I’ve always said that whatever we do from a service perspective, we have to blow the trade away. It has to be about the ease of booking. Gone are the days that an advisor wants to sit on the phone for 40 minutes.”
That commitment is evident in Tauck’s remarkable service metrics. In September alone, the company achieved an average speed of just 22 seconds when answering calls – a figure that’s virtually unheard of in the travel industry.
An equally impressive KPI though is that there are many weeks where their abandon rate is zero, meaning virtually no agent was left waiting or frustrated when trying to book a Tauck experience.
The company’s approach to communication is also top drawer. While some travel companies might take 24 hours to respond to an email, Tauck consistently turns around queries in just two to three hours.
It’s a level of responsiveness that sets them apart in a crowded marketplace.
But speed is just one aspect of Tauck’s agent-friendly approach. Serisha takes pride in her personal commitment to educating and supporting agents, especially those new to the brand.
“I love spending time really educating agents about Tauck,” she says. “I don’t believe in over-servicing – in fact, I believe you can never over-service anybody.
“We value their time more than anything. They have chosen Tauck as their preferred experience, so we need to make sure they’re getting through to us and they’re getting serviced as best we can.”
This philosophy stems from a deeper understanding of what travel agents need. Tauck offers a fully inclusive product that simplifies the booking process.
Commissions are straightforward, with no complicated splits or additional calculations. Gratuities are included and the pricing remains consistent – Tauck never goes on sale, ensuring agents can confidently recommend the product without worrying about price fluctuations.
“We operate with uncompromised integrity,” Serisha says. “We are empowered to do the right thing; our values, innovation and respect ensures everything we do has thought behind it and that’s the Tauck touch.
“For advisors, it’s really a no-brainer because you’re winning at so many points along the way. We’re easy to book, offer great value and have a variety of great product.”
The company’s global reach means agents can offer clients experiences across multiple continents – from river cruises in Europe to safaris in Africa and adventures in North America.
Each tour is carefully crafted to provide an immersive, meaningful experience that goes far beyond traditional travel.
For agents considering working with Tauck, Serisha offers a simple piece of advice: step out of your comfort zone. While brand loyalty can be strong in the travel industry, she believes agents do their clients a disservice by not exploring what Tauck offers.
“When you travel, you want to see the world and you want to meet different people, and that’s what Tauck allows you to do.
“We really take you to the heart of the destination with our connections, you travel confidently with our exclusive access and we deliver more than the expected. We keep moving forward, finding new ways to see the world – that’s the access a global company delivers.”
As our time draws to a close, I ask Serisha what she loves most about her job.
“When you can speak with conviction and confidence about something, it just makes the job so much easier. You know, they say you never work a day in your life if you do something you love…and that’s exactly how it is for me.”
For travel agents, the message is clear: Tauck is not just a tour operator, but a true partner in creating extraordinary travel experiences.
In a world where travel can often feel impersonal and transactional, Tauck stands as a reminder that the best journeys are about connection, passion and creating memories that last a lifetime.
