A client called today to find out when her documents would arrive. They had just arrived from the supplier, approximately 3 weeks prior to tour start date, which is the normal delivery time.They were mailed out the same day.
I told her they would be delivered by UPS to her home address on Monday.
This is 8 days prior to her departure.
She was satisfied with this and we ended the call.
She called back about 10 minutes later and asked where the documents were being mailed to. I told her they were on their way to her address in Chicago. She said, “But I’m in Rhode Island”.
I asked why she did not advise me of this and she said, “We always spend our summers in Rhode Island”
Okay, so now I need a crystal ball with all of the other hats I wear! I was supposed to know this??
I told her I would see what I could do and called the supplier to ask if another set of documents could be generated and mailed out.
This reservation was made with a Luxury Tour supplier and they agreed to send the documents directly to her Rhode Island address.
If this were a supplier other than a Luxury Tour operator, a duplicate set of documents would have a fee to generate and the overnight mail would have to be paid for by the client.
Please think of your travel agent as one of your circle of family and friends. Keep us in mind to notify us of any changes in your life. Give us your airline schedule if you make your own airline reservations; give us all contact numbers and dates when you’ll be at another location. Don’t think you’re bothering us with trivia. Our job is to give you the best customer service we can, but to do this we need your help.