By on 18th Dec 2019
1 minute read
Ensuring our clients come first
We hope, of course, that each and every one of our tours goes to plan for the group who are travelling. However, with elements that are out of our control, we know that unfortunately this isn’t the case 100% of the time, and that it’s up to us as the group's tour operator to ensure that problems are dealt with as smoothly and efficiently as possible.
We were delighted to have done so recently, when one of our travelling groups found out very late in the day that their return flight to the UK had been cancelled. Already at the airport for their evening flight, the group unfortunately received no assistance from the airline, and were sent back landside. Consequently, our out-of-hours team sprang into action, quickly arranging overnight accommodation for the group, and alternative flights with a different airline the next day. The group were very grateful and very relieved that we had put their needs first and foremost, having had visions of camping out at the airport whilst they waited for the next available flight on the original airline – 3 days later! The group organiser stated:
“Having enjoyed an excellent and varied bespoke trip with Success Tours, sadly the airline belatedly cancelled our 21:30 flight. Here is where a tour company is tested, and Success Tours sprang into action. Success Tours didn’t hesitate to make sure we were their priority and cared for.”
The 'Success Difference' is more than just words on our website – we don't just talk about these values, we live them!