Issues
As you can imagine, moving thousands of people a year across this wonderful planet we call home, sometimes issues arise. The best situation for everyone is when we find out about the issue as soon as it happens, when we are able to still make a difference. Sometimes that doesn't happen though. For whatever reason, people don't always calls us when they run into an issue.
We have three objectives when we attempt to resolve a during travel issue:
1) Salvage the Trip - If we become aware of a problem as soon as it happens we can usually make a correction immediately, especially in the case of one of our partner hotels. For instance, the other day I had a honeymoon couple check in at a resort and the roomtype they were given did not match what they thought they had booked. I was able to identify the problem and get it corrected the first day of the trip.
2) Salvage the Customer - What can we do to restore the faith of the customer in Legacy Travel? This isn't always possible either. In our business there are so many things that must go correctly to result in a great trip. Not only do we have to do our jobs correctly, but the tour operator has to do all of their transmittals properly, the hotel has to translate the reservations properly into their system. The airline not only has to record the reservation correctly, but they also need to operate the flight in a timely fashion. So much of what happens on a trip we don't directly control, but all of it reflects on us.
3) Learn for the Future - Finally, even if the other objectives are not attainable in a given situation we at least try to learn what we can in order to avoid it in the future. Do we need to stop selling a certain hotel? Do we need to be advising customer more clearly about something? Do we need to be keeping documentation surrounding a certain situation?
When it all comes down to it, we can do everything absolutely correctly and a customer can still have a miserable time. Every day, though, we try to do what we do better and better.
We have three objectives when we attempt to resolve a during travel issue:
1) Salvage the Trip - If we become aware of a problem as soon as it happens we can usually make a correction immediately, especially in the case of one of our partner hotels. For instance, the other day I had a honeymoon couple check in at a resort and the roomtype they were given did not match what they thought they had booked. I was able to identify the problem and get it corrected the first day of the trip.
2) Salvage the Customer - What can we do to restore the faith of the customer in Legacy Travel? This isn't always possible either. In our business there are so many things that must go correctly to result in a great trip. Not only do we have to do our jobs correctly, but the tour operator has to do all of their transmittals properly, the hotel has to translate the reservations properly into their system. The airline not only has to record the reservation correctly, but they also need to operate the flight in a timely fashion. So much of what happens on a trip we don't directly control, but all of it reflects on us.
3) Learn for the Future - Finally, even if the other objectives are not attainable in a given situation we at least try to learn what we can in order to avoid it in the future. Do we need to stop selling a certain hotel? Do we need to be advising customer more clearly about something? Do we need to be keeping documentation surrounding a certain situation?
When it all comes down to it, we can do everything absolutely correctly and a customer can still have a miserable time. Every day, though, we try to do what we do better and better.
posted by Catherine Banks at 1:03 PM
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