Generally speaking if everything goes well and you have a wonderful time you don’t bothers to contact the supplier and let them know you had a wonderful time. But when something goes wrong everyone is quick to complain. Sometimes the anger is only in the moment and dissipates as time passes. But some of us contact the company and respond shortly after with some constructive criticism and suggestions.
For example, sitting in a formal dining room I should not be seated at a table with napkins that are stained and dirty. If I'm paying for housekeeping services I should not continually have bathmats to use that are ragged and torn. Or if I am on a tour that includes lunch, I should receive a lunch that is appropriate for my dietary preferences if they had asked previously if there were dietary restrictions. Or better yet when I pay for a hotel room and they take my money I expect to have a room available when I arrive.
I can continue to site multiple issues that I've had during my travels. Instead however I wish to tell you what I've done to help correct these issues for future clients.
While the issues are occurring I document the problems, I also notify the immediate supervisors of the situation and then when I return home I write a formal letter to customer relations.
In the letter I tried to avoid the blame game and instead site reasons why I felt the service was poor or improper. I also try to give suggestions as to what would have made me feel more comfortable in the situation and how I feel the problem could be corrected or changed for future clients.
I never forget to also tell them the positive or pluses about the trip or supplier. Consequently by following up with constructive criticism on multiple occasions I have been compensated. I have received cash back and vouchers toward future travel.
So when you travel if you encounter problems please contact the supplier. If they are aware of the problem they can hopefully correct it. Also let them know about all of the good stuff, in the long run it will help all of us to have a better experience when we travel with them. Thanks in advance for your help.