Designing better, guest-focused travel experiences: Uniworld and Swiss Tailor Made
This case study shows how Swiss Tailor Made’s delivery of on-the-ground support for clients can lead to far reaching product improvements and program development.
The brief
UniWorld, a leading US-based river cruise company, enhanced their Amsterdam – Basel
itinerary by offering guests a two-night extension in Switzerland’s Jungfrau region. To achieve this, they needed reliable local hosting to accompany guests up to the ‘Top of Europe’ – Jungfraujoch. Previously, this service had been managed through third parties, but recurring issues had affected tour logistics and guest experience. UniWorld turned to Swiss Tailor Made to provide a more dependable, guest-focused solution.
Our solution
Swiss Tailor Made took over hosting for the tour, however it soon because clear that there was no reliable process in place for providing information about the risks in advance, and collating information about the guests’ fitness levels and health. This had led to some issues with some guests disappointed at being unable to take the high-altitude journey, and others having problems whilst up in the mountains.
We provided feedback to UniWorld, and consulted with them to put in place new processes aimed at minimising risk and managing expectations. Central to these is clear communication ahead of the mountain journey emphasising UniWorld’s commitment to guest wellbeing.
Swiss Tailor Made’s Local Host’s thoughtful and proactive approach provided reassurance to both UniWorld and their guests.
The results
Once the delivery issues had been smoothed out, Swiss Tailor Made continued to work with UniWorld on a consultancy basis, working to improve the breadth of the offer for guests of all abilities. UniWorld has asked STM to design a broader range of Swiss extensions for the 2026 season. These will include options tailored to different levels of fitness and comfort, alongside detailed risk assessments and guidance to help guests prepare responsibly.
With Swiss Tailor Made’s expertise and local presence, UniWorld can confidently expand its Switzerland program, offering experiences that are both inspiring and inclusive.
