Mastering Contract Loading – Part 1: The Process Behind High Performance
Following Open Destinations’ recent success with a 79 NPS score, we sat down with Arif Khan, SVP of the Business Support Services division, who looks after Jet2 Holidays and Holiday Extras, to examine what makes a high-functioning contract loading team. In this three-part series, we went behind the scenes to uncover the key elements of a world-class outsourcing model.
In this first part, we focus on the importance of process.
Contract loading is the backbone of travel product distribution, but for many businesses, it remains a frustrating, labour-intensive function prone to delays and costly mistakes. These issues, combined with the cost and difficulty of hiring locally, lead organisations to look for outsourcing partners. However, to create a high-functioning outsourcing team, organisations must have precise, repeatable, and scalable processes to ensure contracts are loaded accurately and efficiently.
Why process matters in Contract Loading
Contract loading is more than data entry—it is a structured function that requires interpretation, validation, and compliance with business rules. Without well-defined processes, travel brands face issues such as:
- Delays in loading rates leading to missed revenue opportunities.
- Inconsistencies in pricing can cause customer dissatisfaction and financial losses.
- Lack of accountability makes it harder to identify and correct errors.
“It all starts with process”, says Arif Khan, SVP of Business Support Services at Open Destinations. “If the process isn’t right, everything downstream—from pricing accuracy to customer experience—gets affected.”
The building blocks of an intense process
To achieve 99.8% accuracy in contract loading, Open Destinations follows a structured workflow that includes:
- Clarity and Standardisation—A clear framework ensures that every contract follows a step-by-step approach. Although contracts from suppliers vary in format, a robust process minimises interpretation errors.
- Multi-Level Quality Checks: Accuracy is maintained through validation steps, ensuring errors are caught before they impact bookings.
- Continuous Training and Refinement – Ongoing training and real-time feedback loops align the team with industry changes and supplier expectations.
- Proactive Error Prevention – Instead of fixing errors, Open Destinations prevents them by tracking trends and implementing corrective actions before problems arise.
The impact of a high-functioning process
Mistakes in contract loading are costly, not only for the finance team but also emotionally impacting all levels of a business. However, a well-structured process does more than reduce errors—it improves efficiency, enhances customer satisfaction, and drives profitability. Travel brands that rely on internal teams often struggle with staff turnover, leading to inconsistent knowledge and mistakes.
“We’ve seen cases where businesses lose money everyday because of contract misloads. By introducing structured processes, we help them regain control and confidence,” Arif explains.
When to rethink your Contract Loading processes
- Frequent pricing errors affecting profitability.
- Repetitive issues causing operational bottlenecks.
- High staff turnover leads to inconsistent performance.
- Difficulty in scaling contract loading operations.
Partnering with an expert outsourcing team ensures a structured, efficient, and reliable approach to contract loading, ultimately leading to better business outcomes.
To learn more about how Open Destinations optimises contract loading, visit our Contract Loading and Case Study pages.
