Few days ago, my boss called us in to attend a feedback session from someone who booked a tour from us. The customer was a close friend of his and also a colleague (high level) from another business unit.
She went to Australia with her family and the trip was not 'smooth'. 1st, she checked in to an apartment and found that there was no porter service. They had to lug the bags to the rooms. Also, she found out that there was no daily service, If she needs, she will have to pay. She was pretty upset. Well, she put up at that apartment for few days.
When she moved to another city, the apartment she stayed was terrible (she claimed). Since it was only 1 night, she put up with it. Then, the worst come.... they missed a morning transfer to an island and the next transfer was 7 hours later! She was fuming mad! She insisted she was at the meeting place early but the transfer missed them. The transfer company claimed that they will looking for them and they were not there! We did a good recovery by getting our agent to dispatch a vehicle to drive her around till the afternoon transfer and on the island, they were very well treated.
What went wrong?
Well...to me...if she has communicated her request properly to the staff, she would not have problem with her apartments. She assumed all apartments were serviced apartments. I have done apartments for many years and no one complained.
The missed transfer was unfortunate. It is not really anyone's fault. The transfer company cannot wait too long because they have other customers on board and they have a ferry to catch. Nobody knows how they could be missed but at least a recovery was done (at extra cost to us).
The funny thing was the reservation and the operations did not go through me... and I do not handle complaint. But, I was asked to look into this! Well, at least it was all sorted out!
------------- Sawbear Travel -------------
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