The top six things that people complain about travel agents (and why we are different)*
1. Phone calls and e-mails not answered.
This is the number one complaint about travel agents! Our service charter is that we answer all e-mails within 4 working hours and return all phone calls when promised. Sometimes we may not have all the information that you need but we will still call with a progress report.
2. Basic lack of destination and industry knowledge.
The travel industry has a high turnover of staff and many younger agents may lack the experience needed to put together complex flight and hotel itineraries especially to relatively unusual destinations. Some travel consultants are little more than reservation agents. But with the internet as our competition we believe that travel agents must exist to add value to your travel experience. With twenty year's experience in the industry and with extensive personal travelling under our belts we believe that we offer that value.
3. Mistakes in itineraries and bookings.
You use a travel agent to remove the hassle of booking a trip and you expect them to get the details right. We use a 34 point checklist on all our client's bookings to ensure accuracy. We also habitually check each other's work in case of error. We can't claim we are perfect but we aim to be close.
4. Documents not ready for collection.
Unfortunately the travel industry can sometimes be slow to issue travel documentation but we know that once you have paid your money you want your tickets. We endeavour to ensure that where possible all your paperwork is prepared in a timely fashion.
5. Basic information not provided.
It is a duty of care that a travel agent provides their clients with all the essential information that they need; visa information, health issues, money information, emergency contacts etc. We provide all our clients with such information as a matter of course, not just on request.
6. Being treated as just another customer.
Of course this is an annoying trait of many businesses, not just in the travel industry. We believe in keeping our clients for life - after all that is the smart way to do business. We aim to communicate regularly and never forget that it is the customer doing us a service simply by being our customer.
"We are proud of our business - if you believe that we have let you down in any of the above, or in any other way, then please contact me on 03 8407 4204 or by e-mail." Simon Flower, Owner
*Six common complaints about travel agents courtesy of Adrian Caruso, TA Fastrack ph:
07 3630 1298
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