Guaranteed Service Levels & Response Times
To ensure that you receive the best possible service, Albatross Travel provides a dedicated team for every customer. Your Service Team will take time to understand your business, enabling them to tailor our products to your individual requirements. We recognise that every passenger who books with you is important and that achieving minimum numbers is paramount to the running of your tour. Your Service Team are committed to helping you operate as many tours as possible.
Our guaranteed maximum response times are as follows:
• Requests for new quotations where we hold available allocations or where you do not require us to request space 2 hours (As we generally hold extensive allocations for our products, in the majority of cases we are able to confirm availability and pricing to you immediately.)
• Requests for new quotations where we do not hold allocations or where you require us to request space 24 hours
• Contacting all suppliers and advising on requests for additional services required on existing tours 4 hours
• Responding to requests for additional passengers on to existing tours 1 hour
• Responding to general ad-hoc enquiries or queries 4 hours
• Initial response after the complaint is received 24 hours
• Responding to complaints or problems whilst the tour is underway 30 minutes
