Customer Care: What Happens After Travel?

As member of the Apple Vacations Customer Care Team, I know firsthand that Apple Vacations is always trying to improve customer satisfaction. A couple of the common questions we hear are “Our vacation was, overall, less than perfect, what will Apple Vacations do for us?” or “What will Apple Vacations do for me when I had a specific unpleasant experience while in Resort?”

This is when Customer Care enters the picture. A team of friendly representatives are here to assist when there are any issues, comments, or questions about a recent travel experience with Apple Vacations.

Once travel is complete, and after we receive correspondence, our Customer Care team takes action right way. We start by opening a “file” regarding the issue. The file is first read and reviewed by management.  Management then distributes the file to a Customer Care Representative; each Customer Care Representative has specific tasks and specializes in certain areas of post travel concerns.  This is where we do some serious legwork.

Standard operating procedures carried out by Customer Care involve reaching out to hotels, airlines, and various internal departments for information regarding things such as hotel billing, issuing of Vacation Certificates, verification of hotel complimentary stay certificates, hotel issues, flight delays and overall attending to all customer issues across the board.

Customer Care is also in daily contact with our Apple Representatives in resort, for any information needed during travel and after travel. Customer Care thoroughly researches each client concern on an individual and personalized basis.

Once we receive a response from the resort, we review their conclusions to see if we find their response satisfactory. This process of reaching out to resorts in other countries can take about 3 weeks from start to finish. Communicating with hotels and resorts in foreign countries can often take longer than one would think! Our response to our clients will always be in the form of a letter or email.

It is important for all Apple Vacationers and travel agents to know that we work diligently in coming to amicable resolutions with every concern or situation brought to our attention. We answer every letter, email and fax that comes through our department (customercare@applevacations.com fax: 610-359-6685). Customer Care is constantly trying to improve the quality of our vacations for our clients, so receiving customer feedback is very important. Customer Care’s primary goal to ensure all our clients expectations have not only been met, but exceeded!

21 thoughts on “Customer Care: What Happens After Travel?

  1. Are you kidding? My husband and I had a VERY dissapointing trip in April, filled out the survey accordingly, and never heard from Apple! I used to really like your company but this experience has soured my opinion.

  2. I just wanted to comment quickly, how much we love Apple Vacations! Because you do the customer care and you are in contact with the apple rep at the resorts is part of the reason we use only Apple when we book our vacations. We normally travel about 3 times a year , but this year will only be once due to a lay off 🙁 but we are finding a way! Thank you for all your hard work and the fantastic job you all do at Apple!

  3. I have throughout the years used Apple many times and have overall been very satisfied with them. I just finished a trip to Punta Cana and never made contact with my Apple rep once (my choice)but I loved knowing that they would be there if I needed them. I will be taking another trip to Punta Cana in October when Funjet offered a lower price Apple matched them. Thank you Apple Vacations, I am pleased to be traveling with you again!

  4. I have recieved Certificates for some issues we had, and I truly appreciate it.Except 2 of the names on the Certificates will no longer be travelling with us. Is there a way to just put them in our name also?
    Please let me know, as they are of no use to us at this point.
    Thank You, Barbara

  5. Even though most of our Apple Vacations have been fine, on the last one to Riu Playacar in Playa del Carmen, I was robbed while on the beach. I lost many items, including some expensive shoes I’d just bought and had the receipt for. We had the Tripmate Insurance and tried to make a police report, but the the Apple Rep at the hotel would not come to the police station (miles away), and the police did not speak English. I told our hotel and Apple Rep about the situation, and they made a report, but now Apple claims a report was never made, and I may not get my money back. I don’t know how to contact Apple insurance on a website.

  6. Carolyn – We certainly regret to hear of this unfortunate situation. It is true that our Apple rep’s are not certified translators, therefore they are not allowed to come to police stations, etc and translate in these sensitive situations, and this is in the best interest of our passengers. You are welcome to go to tripmate.com to open a claim for the items that were lost, this is not “Apple Vacations” insurance, it is a third party, and they would best be able to answer any questions.
    Thank you.

  7. I was booked as a solo to Grand Cayman 5/26/13 to 6/1/13 As I was by myself I asked as to the safety of the island I was reassured that useing caution I would be ok I was told an Apple rep would meet me at the airport for transfer as well as be there at times at the hotel and would confirm airtime for return flight, As this was not my first trip through Apple I did not question any of this as it is also in the literature I received with my documents. On arrival I walked for 20-25 minutes looking for the apple rep. I found a Majestic tour rep holding a sign for someone and asked if there was an apple rep. He said that a guy who had been sitting on a bench with no sign was my transportation to the hotel. It turned out to be Tropicana. I was shocked that he did not take the effort to look for me or note who he was.I was not too happy to get in a bus alone with someone with no id to who he was. when I reached the Comfort suites and asked about a rep from Apple I was told there was no such person. I argued and gave my documents. Everyone at the desk dealt with my angry concern politely but could only reassure me that Tropicana would take me home and would notify me if there were changes. My trust was surely being challenged. I tried to find a way to get into tours but between the rain and being told to go to another hotel, it seemed like ALOT of the work.
    I will no longer be booking any vacations with you as I feel that I can not trust your company.Do not advertised services that are not present. The fact I traveled alone to a place that was unfamiliar made the importance of your representation of someone from your company even more important. It is a crazy world and I did not need to be worrying about my safety on a dream vacation!!

  8. My husband I traveled to Jamaica last year for our honeymoon. He was stationed in Afghanistan so it was imperative that everything planned for this trip be as special and perfect as possible. Aside from this I had 2 losses in my family 2 months prior and had recently given birth to twins. I am a repeat customer in travel with Apple Vacations for over 20 years and until this trip NEVER had issues. I called my agent of 20 years, had her make arrangements and we left for our trip last July. Worst experience ever with Apple vacation. From the transportation, hotel room, service, deceptive practices of hotel employees, food access was not as promised and we had a room that had plumbing issues, smell was horrible and our room and view was not the one we paid for in our agreement. I spent moat of our vacation complaining to hotel, transportation to and from, Apple Rep was VERY cold and did nothing to help us. We were left stranded during one of the excursions Apple planned and I called during our stay repeatedly to Apple Corp. with no help at all. We paid over 6000 for this trip. Upon my return, I called faxed letters notified my agent and nothing was ever done.

    This July we decided to take family to Cancun we were told of 8. Paid 8,000+. We didn’t purchase insurance because it was assumed INCLUDED. AGENT ERROR. The night before our trip we got news that our Grandmother had passed away. Nothing I could do about losing our trip as we had to go bury her out of US. I called agent and she said nothing could be done. I had no time to think so just now returned, called Apple and asked for same consideration and understanding my husband and I were forced to have in Jamaica. Rep sounded very rude and no concern for our situation. I know Apple has bad rep. of not caring about its customers but I chose to give another chance. Please Apple have a consideration for my family and help me rebook our trip. I ask that you please lend me your heart.

    Loyal Customer
    Susan Loera
    8178913371

  9. The cost of our trip went down prior to our vacation and I did not see a credit on my credit card(as an adjustment). Perhaps I was supposed to request an adjustment. Our booking number is 52431035, under Alice/John Tardino, September 9-13 to Punta Cana.
    The Apple rep at Riu Bambu said to contact you re adjustment(credit to our credit card) due to the lesser cost.
    Please confirm the credit to our credit card ASAP.
    Thank you for your attention to this matter.

  10. Good Morning Alice & John Tardino,

    The details about our “Best Price Guarantee” are located http://www.book.applevacations.com/avok

    APPLE VACATIONS’ BEST PRICE GUARANTEE – If a lower priced charter fare-class becomes available after deposit, you can claim the savings. If we advertise a discount on the exact same vacation that you have booked (same date, flight, scheduled air fare-class, duration of stay, hotel, and room category) and all components are available, you can claim the savings prior to departure. This does not apply to Air Only, Fly/Drive, Square Deals, special packages, booking date-restricted sales and hotels with a “closed” booking status. Many added values offered by hotels are booking date-restricted and are not covered by the Best Price Guarantee.

    CLAIM PROCEDURES
    To make a change to your existing booking, to “claim the savings” per Apple’s Best Price Guarantee or to cancel your vacation prior to departure, contact your travel agent who will notify Apple Vacations.

    Please contact Apple Vacations directly for further assistance.
    http://www.applevacations.com/contact/

    Thank you.

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  14. I believe I was over charged booking number 19220128 name Alex Vincent Kotlarz payed ahead for luggage on Frontier Airlines I was told that I could pay up front $50.00 to take my bags on the plane up to 50 Lbs. I did pay . I noticed that no one else had to pay on the plane . Then my Daughter Krystal Kotlarz was supposed to have her own room she was put in a room occupied by Paige Parisi my Grandaughter I payed for single rooms

  15. if something pay for something and not receive it forget about it they just give u the run around

  16. Just came back from Now Onyx in Punta Cana. Very bad experience, so don’t be misled by the resort rating on TripAdvisor and by Apple Vacations stars. Well, if you are young and ready for the wild things going around, maybe this one is for you. Too long to describe all the issues we had in this resort, but I would say that all seven days we felt like we participated in TV show “Survivor”. The main problems are the absence of safety in this place and badly cleaned water that was used for the preparation of food and drinks. The beach is unsafe for swimming,-the open ocean with huge waves, no area identified for the swimming, no safeguards on the beach. Good luck if your kid will get to the ocean without your supervision. Staff speaks very limited or no English, so it took us the hours and days, out of our short vacation, to solve the issue after issue we had in this resort. The food is very average, probably good enough for 4 red apple resorts. There is very limited selection of food for the breakfast. The drinks are mostly domestic, and not like you expect to have in the upscale resort. While, the food was disappointing in variety, the worst problem was that we felt sick after every meal or drink we had. There is a reason for this, – Now Onyx is located in new area, far north from the Punta Cana resorts. While the Punta Cana old area resorts are opened for a while and the water cleaning system was installed there, the area of Now Onyx location, does not have a good water cleaning system, and thus it contaminated and not suitable for the USA visitors. My husband had a sever poisoning on the second day of our stay. We both felt sick after every meal or drink, all seven days we had a diarrhea, paint in stomach and vomiting. In addition, the service is not good. Just few examples: we came to our room from the beach at late afternoon,- the room was not cleaned, but the tips we left for the cleaning lady were taking. Another weird story had happed in the Blue Grill restaurant. We ordered Spanish wine , and the waitress after several attempts to pour us a cheap house wine, finally came with the bottle of wine we ordered. The bottle was opened as they serve the wine by glasses. When we tried the wine, it was their house wine in the bottle of Spanish wine. Stay away from this place!

  17. This is the second time I vacation with Apple vacation my wife and I decided to go to Cozumel for the week my travel agent recommended Sunscape resorts total disappointment the rooms look like they were a $40 room at a cheap motel the main restaurant was closed for the next two months due to construction and everyone was cram down in the center area of the hotel by the pool I was moved into different rooms in 4 days the first room was not clean the second room the air condition didn’t work and also the third room we had to call a maintenance guy to fix the air as well. You can only get internet service if you were standing in the interest way by the front desk area I did finally email my representative at Apple to let her know the issues we were having and this is not what we signed up for and she said to talk to the front desk and see what they can do don’t think it should have been our issue to handle this after paying for a travel agent to handle the first thing we went to Punta Cana last year and stayed in the Bahia Principle which was everything they said it was going to be the rooms were great the staff and amenities were great but I would not recommend anyone to stay at the Sunscape in Cozumel or trust any travel agents without reading all the reviews before making your purchase very disappointed in this last experience with Apple vacation and will not be returning we will do our own vacations and homework on our own for our next Excursion.

  18. We had a horrible situation in August. We not only booked through Apple Vacations, but stayed at one of their AMResorts (Secrets Royal Beach, Punta Cana). I’ve already emailed the customer care, and haven’t heard any response. Here’s the jist, without getting into too much of the issue as it would take forever to type it all out again. My wife was sexually assaulted at the resort. Now, I understand that the resort can’t stop crimes from happening, but they can investigate and help protect other guests. That didn’t happen. The management staff declined to speak English in front of us when talking to each other, they declined to do any looking into the cameras where it happened, and when I showed them the picture of the guy responsible (he was in a picture of a group pic at the pool we were at), some of them said they knew who he was but it would be an invasion of his privacy to go and detain him. They declined to help us get police help, and then they threatened me that if I told any guests what had happened that they’d kick us out in the middle of the night. I’ve asked for a refund, because why should I spend hard earned money and be treated horribly? Since I haven’t heard anything, nor received a refund, I’ve started inquiring with attorneys and been in contact with the US Embassy and been discussing with them about the situation and what they can do to investigate.

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