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 (firstname.lastname@example.org 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!