TRAVEL&TOURISM

 Customer Complaints, Procedures and Policies 

CASE STUDY: IBERTOURS & TRAVEL

A“customer’s complaint is the greatest source of learning”.Complaints
defines itself as an expression of dissatisfaction by a customer relating to a
travel service provided by the company - complaints are valued to assist
many travel and tourism companies in order to develop and advance their products
, services and especially their customer services.

“we value our customer feedback as much as much our customers”

Ibertours and travel seek to enhance and maintain the reputation of providing you
with high quality product and services. The Ibertours is committed to being
responsive to the needs and concerns of their loyal customers or optional
customers and to attain skills to resolve any complaints as quickly and efficiently
as possible.Your travel arrangements are carefully prepared by Ibertours, however,

on occasions unexpected difficulties may arise during you trip. In the unlikely event
that this occurs, it is of utmost importance that you make immediate contact with
our local Service Provider who is in the best position to assist you and who
will usually be able to resolve the matter on the spot. This ensures that you receive
urgent and timely assistance by local professionals allowing you to continue to
enjoy your stay with a minimum of fuss.

Customer complaints are usual and common in every company , customers

eventually hit a roadblock that leads them to your customer service team- here are a

few common complaints perceived by most industries:

- Being held for a long period of time - “I’ve been waiting here forever !” :

Unfortunately sometimes customers encounter themselves in situation were

patience would be their only solution but as staff of Ibertours we try to maintain

our work ethic and provide and value our customers' every minute. We often would distract our customer with engaging activities or extended stays to make up for their wait time.

-  Lack of understanding -“I keep getting shuffled from one staff to another !”:

Customers look for clear speech , straight forward answers and hope to feel their

complaint is being addressed and dealt with rather than passing it over to another person.

- Unsatisfied with the given product - “ didn’t enjoy the food experience as much !” :

 usually referred to food mainly in the tourism industry. It’s a hard

time for tourists (customers) to adopt to new cuisines of different regions , if one

doesn’t feel adjusted to the new things the staff are prepared to satisfy the

customer by proposing more comfortable palate of food choices according to the customer’s preference.

- Uninterested service Rep - “ the staff don’t pay attention to my problems” :

whether the tone , personality , or even just the time of the day , some customers

simply won’t get along with your customer service representatives (rep), when a

rep fails to meet their needs , some customers refer to situation due to lack of

interest in the customer’s case.Reps should pay attention to their tone and body

language to ensure they're displaying a motivated and attentive demeanor.

Handling Customer complaints - IBERTOURS

Ibertours have established policies to provide guidance to both their customers and

staff members on the manner in which Ibertours manages your complaint. “We are

committed to being consistent, fair and impartial when handling your complaint.”

The objective of this policy is to ensure that :

• When circumstances overseas give rise to a service complaint, they ensure that you

have all the contact details of their local Service Providers in order to take appropriate

steps to resolve the issues at the time and place they occur.

• Both customer and staff understand the complaints handling process,

• A customer’s complaint is investigated impartially with a balanced view of all

information or evidence,

• Ibertours staff take reasonable steps to actively protect your personal information,

• A customer’s complaint is considered on its merits taking into account individual

circumstances and needs.

RECORDING YOUR COMPLAINT

When attending to a  complaint, they company records all relevant information concerning the issues raised including the customer’s personal detail sand the facts surrounding the matter/s plus any actions taken during the investigation along with the outcome and resolution. This process will also record all

dates and times relating to the feedback and observations we receive from the companies

local Service Providers and Suppliers overseas. As a crucial part of Ibertours, on-going improvement plan, all complaints will be assessed in order to identify any service trends and/or anomalies so that these may be rectified for

the future. The customer’s personal details will be protected from disclosure, unless the customer

expressly consent to their disclosure in conjunction with our Privacy Policy.

HOW A COMPLAINT CAN BE MADE IN IBERTOURS:

When distaffsfied travel service is provided by Ibertours , they put in hard work and

importance to resolve the matter with the customer through local Service Provider in the

destination country, customers should consider communicating directly with the staff

member that they have been dealing with and address their concerns to them by lodging a

complaint.

Here are the following ways you can lodge a complaint in Ibertours:

• By telephoning on +61 3 9867 8833

• By writing to Ibertours Travel, Suite 5/20 Commercial

Road, Melbourne, 3004, Victoria. Australia

• By emailing at travel@ibertours.com.au

• In person by speaking to any of their customer service staff.

If a complaint is received verbally they will usually ask the customer to put the complaint in writing.

INFORMATION YOU WILL NEED TO PROVIDE

When investigating a complaint, the customer rep relies on information provided by the customer in-order to assist the investigation of the customer’s complaint quickly and efficiently.

following details required:

• Your name and contact details

• The name of the person you have been dealing with at Ibertours

• The nature of the complaint

• Details of any steps you have already taken to resolve the complaint with our local Service  Provider whilst overseas in the destination country.

• Details of conversations and communications that may be relevant to you complaint.

• Copies of any documentation that supports your complaint.

We may need to contact you further in order to clarify the details your have provided or to request additional information as required.

FEEDBACK TO CUSTOMERS

Ibertours is committed to resolving the issues customers have raised within an acceptable time frame, however, this may not always be possible in which case, a more formal complaints procedure will be followed. We will acknowledge a customer’s complaint within 5 business days. Once received, the organization will conduct an initial investigation into the issues that have given rise to the

complaint which may take some days to conclude. Nonetheless, "our aim is to resolve your complaint within 14 days of lodgment” with us keeping in mind that this time frame may have to be extended according to circumstances beyond the organization’s control. On completion of the process, the organization will advise you in writing of their findings along with any action they have taken in order to resolve the complaint.

EFFECTIVENESS OF POLICY AND PROCEDURES - HANDLING CUSTOMER COMPLAINTS

"As a course or principle of action adopted or proposed by an organization"-

policy. Developing a complaint handling policy entails reassurance of the customers that

value their feedback and are committed to resolving their issues in a fair, timely and

efficient manner. Policies provide an organization delivery of the principles. The staff is

required to obey as they represent the firm itself. Policies are intended to implement

guidance to both the staff members and customers in the manner in the firm which

manages customer's complaint. Staff members are advised by policies to help them be

harmonious, honest and unprejudiced while handling complaints. Policies and

procedures are effective in complaint handling. Investing in high-quality complaint

handling can be the difference between losing an organization and reaffirming customer belief in your company.