Clear, informative information on the visa application process and requirements Clear and friendly feedback via email (phone not needed) on issues arising (in my case, failure to include some specific information set out in TravelDirect's information package) Fast response to all emails - I felt close to and part of the process throughout Excellent service - I travel frequently and often need to have a visa in advance. TravelDirect's is a personalised service where I was kept fully informed on a timely basis about progress and any issues arising. I have not experienced this before. Perfect!