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Background: After-hours emergency call center.
Me: "Spiel"
Cust: "Yes, I booked this package back on **Feb with Mom-and-Pop Travel. We just arrived (touristy family spot with mouse ears) and they placed us in the old part of the hotel, and claim it's the last room available. The itinerary says we are guaranteed a room in the newer section of the hotel."
Me: "Well, this is the emergency after hours service. Have you spoken to the hotel manager or requested a change of room?"
Him: "No, the phone doesn't work."
Me: "I'd recommend going to the lobby and speaking with the hotel manager. In the meantime I will call (vacation package operator) and lodge your complaint, and I'll leave your name and number for the manager of the agency to call you back on Monday morning.
Editorial note: In fairness, at this point I have to give the guy credit. He's not yelling, ranting, cursing or blaming me.
However, every travel agency that's tied into our service has some variation of "If this call is of an urgent nature, press #"
Don't pretend you're surprised when I tell you this is the emergency service.
I called the tour operator and lodged the complaint. Guess what? Specific documentation that says that the newer rooms were not guaranteed when booked.
Again, in his defense, it's possible he was not advised of this when it was booked.
I documented the record and turned it over to his agency on Monday.
Sheesh.
Me: "Spiel"
Cust: "Yes, I booked this package back on **Feb with Mom-and-Pop Travel. We just arrived (touristy family spot with mouse ears) and they placed us in the old part of the hotel, and claim it's the last room available. The itinerary says we are guaranteed a room in the newer section of the hotel."
Me: "Well, this is the emergency after hours service. Have you spoken to the hotel manager or requested a change of room?"
Him: "No, the phone doesn't work."
Me: "I'd recommend going to the lobby and speaking with the hotel manager. In the meantime I will call (vacation package operator) and lodge your complaint, and I'll leave your name and number for the manager of the agency to call you back on Monday morning.
Editorial note: In fairness, at this point I have to give the guy credit. He's not yelling, ranting, cursing or blaming me.
However, every travel agency that's tied into our service has some variation of "If this call is of an urgent nature, press #"
Don't pretend you're surprised when I tell you this is the emergency service.
I called the tour operator and lodged the complaint. Guess what? Specific documentation that says that the newer rooms were not guaranteed when booked.
Again, in his defense, it's possible he was not advised of this when it was booked.
I documented the record and turned it over to his agency on Monday.
Sheesh.
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