Problem
Client W, a national retail operation, had one division that booked low value rail tickets. The nominal fee levied by Millennium to book and issue these rail tickets, was excepted as reasonable and not challenged by the vast majority of travellers. However for one particular department where the rail ticket could be lower than £10, several travellers felt that with the marginal fee representing a disproportionally high amount of the ticket price, they would purchase tickets directly from the station, thus bypassing the agent.

Not only was this out of policy, but also there ceased to be any control. Commissions were lost and extra administration was incurred by individual claims for expenses.

Solution
To address this individual need Millennium waived its fees on all rail tickets below the value of £20 and applied the marginal cost elsewhere in the fee structure. This automatically stopped travellers booking out of policy, reduced the administrative burden of processing expenses and finally, increased commission income.