customer service feedback

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"What Have You Done For Me Lately? ..."

Compliments and Testimonials from some of our recently travelled / travelling members

Dear Rebecca,

I do appreciate your concern and your conscientious customer service. I am very happy with how you have helped me with the initial booking and how you have followed up with everything.

One of my primary concerns about dealing with an internet focused company is that it would be very difficult to communicate with a real person in resolving issues, especially with the amount of money involved.

I am happy that travel.com.au (and you as Travel Expert) are responsive to telephone and eMail communication. This has been a positive example of how an internet based business should be run. I have the confidence that travel.com.au stands by their service and is customer focused.

Cheers,

Trevor.

Well done Travel.com for the only agency showing the most sought after recommendations....for example...The airline with the lowest taxes!...The cheapest airline etc....

This is what we want to know as taxes can be the biggest rip off with fares.

Hopefully this will get the the right source for a 'pat on the back' as there is no 'contact us' on your site.

Please continue to use this valuable source again.

Regards

Noel

Hi Nigel

I just had to send a compliment through for Joanne.

Due to technical issues on your website I ended up with a return to Sydney flight from Christchurch, with no flight I could afford to actually get there. While I have ended up having to book a slightly more expensive flight and will be getting there on Sunday instead of Saturday, I have at least been successful in booking a flight (can breathe again now). I can't tell you how excited my very sick father is about me getting there in time for Christmas!!!

Joanne has gone above and beyond with her relentless pursuit of getting me a ticket, and seemed as excited as me when we finally made a booking. She is very professional, with a great phone manner, but her empathy and dedication to getting the best deal for a customer when things are not working is what makes her A STAR!.

I hope you give awards/vouchers for excellence in customer service, as I truely believe Joanne deserves an extra little christmas treat. Merry christmas to both yourself and Joanne. And many thanks to Joanne once again...she rocks!

Blessed Be

Shaid

Dear Hope

Thank you very much. You do show the commitment and the service that restores confidence. So, on my return I am booking my trip to Toronto again through you.

Dr K.

Hi Pina,

I would like to thank you for the excellent service that you and the team at travel.com.au provide. We will continue to use your services for future bookings.

Regards,
Sal

Hello there,

In early 2005, I was in the market for a Business Class around the world ticket, and a friend of mine recommended trying your company. I spoke to Lisa on the phone, secured her e-mail address, and in time booked my ticket.

Since then, I have been in semi-regular contact with Lisa - changing flight dates and times, getting quotes on new flights, and having these booked and added to my itinerary.

I've found Lisa's assistance to be nothing short of phenominal. Whenever I've e-mailed across a change, it has usually been completed by return e-mail. Nothing I have asked has been accompanied with a "not him again" attitude - it's always been completed in a timely manner and with no fuss. Lisa's customer service attitude has impressed me greatly throughout.

In addition, rather than just focussing on what I have asked and nothing else, Lisa has sometimes enquired on how my trip is progressing in amongst the booking changes and the rest. This really elevates the experience of dealing with your company. I imagine there are a lot of time pressures on your staff, and a line or two asking how things are going is really appreciated - especially as I've been away for nine months.

The reason I wished to write to you is that I'd like her service to be recognised in some way by the company, because she is a valuable asset to travel.com.au. It is because of her that I wouldn't hesitate to recommend your company to all of my friends and family in the future, as well as continuing to avail of your services myself.

Kind regards,

Trent

Thanks Lisa!

Very excited. Thank you for your help..it's always great booking through travel.com.au

Kind Regards

Jemma

Attention: Adam Johnson

Dear Sir

Both my son and I have just completed a booking through your company, specifically with Kathy Zilcer. The booking was for my daughter in law and two grandchildren to fly to Canada to catch up with her family. We wanted to ensure that you were aware of the refreshing attitude of Kathy. Nothing was a trouble for her. We had a little difficulty on the net booking the flights and so phoned Kathy. What a delight she was to deal with, the booking was made and she ensured that both Luke and I were kept informed. In these days where people are constantly complaining about attitude in our times, we felt it necessary to let you know how impressed we both were with her courtesy and professionalism. We would have no hesitation in recommending both Kathy and Travel.com.au for any future bookings.

Regards

Dianne and Luke

Good evening Adam,

Im writing this email to say thanks for the excellent service provided to me by one of your consultants, Carol Mullins, over the past few months with my booking and numerous enquiries.

Im a consistent customer (once a year) with your company due to your price competitiveness and service. The service Carol has provided me deserves commendation, so thanks again and I hope Carol is rewarded for her good work.

thanks,

Damien

Hi Simon,

Thanks for all your help on this. I am really happy with how smoothly a
complex booking has gone.

Regards,
Bronwyn

Thanks Jeremy - looks like I'm all set!

Cheers for all your help over the last couple of months... you've been really excellent to deal with.

Kind regards,

Mike

To whom it may concern,

I have been most impressed with the efficiency and level of service received recently when I booked a flight with you via the internet.

I would be grateful if you would pass on my sincere thanks to Stephen Ross for his excellent customer service assistance. Be assured that your company will be at the top of my list when I do book flights in the future!

Many thanks and congratulations on a very smooth customer focussed process, which is very rare.

Kind Regards,

Sonia

Dear Supervisor

Recently I was fortunate to purchase a ticket to France through Lisa Barret. I had a lot of questions and each time I rang Lisa she answered my questions professionally and courteously. I also needed to send some emails and leave messages on her voicemail. I could tell she was busy, but she always got back to me very promptly allaying any concerns that I might miss out on a ticket. I had also requested a quote from another travel agency and they were slow and not overly helpful.

I will definitely contact Lisa again if I need any flights in the future.
regards
Juliette

Andy,

Thanks for your very timely, professional help - I will never go to Flight
Centre again I am sold on Travel.com.au

Cheers and good weekend,

Mark

Dear Sir/Madam

Just wanted to let you know that the travel.com.au website is fantastic. It is up-to-date, competitively priced, well set-out and fast.

The service I have experienced has at all times been excellent from your receptionist's phone manner and answering style to your consultants who are skilled, easy to work with and always make an effort to return calls promptly. I wish you success and will let more people know about your organisation.

Yours sincerely
Mei-Leng

Hi

We travelled to the UK recently and booked through travel.com.au. We were absolutely delighted with the service and will definitely book all future travel through your organisation. The impressive service was highlighted by the fact that we had tried to book via Flight Centre as we were travelling with an infant and wanted to make sure everything was organised. I won't bother you with all the gruesome details but our experience with the Flight Centre was disappointing to say the least and we booked via travel.com.au at the last minute to take advantage of discounted flights.

Since our return, we have been telling everyone we know about your site.

Thanks again

Regards Caroline

It is rare in this day and age, to receive exceptional service. Our days are constantly filled with conversations involving ourselves, and usually someone on the other end of the phone who really couldn't give a damn! This email is in regard to one of your employees who continually strived to defy that concept during the entire process of booking myself and my partner's holiday. From our initial conversation and broad enquiries, to the most minute of pedantic details, Linzi Orr was outstandingly professional and friendly in the service she provided.

We have only just returned from a five month world trip that we booked with travel.com, two weeks ago now and are still praising her name and the time that we had thanks to the thorough, professional and inexpensive planning on her behalf. Staff, such as Linzi are a valuable asset to any company, and like I mentioned before, few and far between. It was an absolute pleasure dealing with her and travel.com.au as a whole.

The company offered every aspect of our travelling expenses at a competetive price, which encouraged us to plan every facet of the trip with your company, one company, (to your advantage). With this in mind, travel.com.au, I anticipate, will stride forward into the future of travel and continue to become well known for efficient, affordable service. We cannot say enough good things about the service that we received from travel.com.au, and Linzi in particular and plan to continue recommending your company to family and friends. Congratulations Linzi and travel.com.au in general, that is how fantastic bussiness is generated! People like Linzi and the rest of your staff, make planning a holiday easy, so why not? People like her should be recognised for their diligence and special attention to detail.

Thank you again

Alicia

Hi Allan

Much appreciate your organisation and scheduling skills, definitely service with a smile!

This is the first time I have used travel.com.au. I am impressed by the quality of service, the detailed and useful itinerary and the helpful website. The extended business hours are a plus too.

Thanks again

Alex

Hello

I tried to make a booking on the travel.com.au website this morning but there was a technical problem and the booking wouldn't go through. I then called and spoke to a consultant (Lynn Lang) who made the booking for me.

I just wanted to let you know that Lynn was a fabulous consultant and the service I received from travel.com.au was well beyond my expectations.

Firstly Lynn said she would make my booking for me at the internet price given there was technical problem. She did this quite happily - where based on general previous experience I would have expected a consultant to begrudge making the booking at the lower rate.

As it usually costs quite a lot extra for a consultant to make the booking I was conscious of not wanting to take up any more of her time than was absolutely necessary. I did however ask her to book an additional segment which required a domestic flight and whilst on the phone Lynn tried quite a few options to reduce the cost of this segment for me. After she tried numerous options though I just agreed to pay the full price. Even after I had agreed to pay the full price and hung up she still tried to get the cost of the segment down and ended up getting it included in the international fare. Whilst I guess someone has missed out on extra commission from this one booking I so appreciate the unexpected effort that I now feel an obligation to direct more of our business through travel.com.au - where previously I have just booked through whoever had the best price.

I deal with suppliers all day in my job and it is rare to experience this level of customer service - so rare so I wanted to write to say thank you to Lynn and thank you to travel.com.au.

Regards Jodi

Dear Allan

WOW!!!! THAT WAS SERVICE (in capital letters).
Thanks a lot.
David

Dear Linzi,

Just a quick note to thank travel.com.au for such a prompt and efficient work that Kathy Zilcer has done to organise the RTW tickets for us. I am grateful and really appreciate her help. We travel overseas at least once a year. I know how hard it is to find a good travel agency who would look after you so well.

Kathy has done a great job for us. So, thanks very much.

Kind regards, Emma

To whom it may concern,

Clint has just arranged and booked my flights and I have been very impressed with his client service, professionalism and competency. It was a very smooth and efficient booking, which I am not usually accustomed to.

Hope to use your service again.

kind regards, Jon

Jeremy,

Thanks for your speedy service and for keeping in such close communication. I will certainly contact you for my next travels.

Have a great weekend

Amanda,

I'd like to thank you for the pain-free selection and booking of my round-the-world flights. This is the 4th time I've done this since moving to Australia 2 years ago, and this was BY FAR the easiest time I had getting this done. If you were in Melbourne, I'd shout you a beer, but alas, my thanks and possible (likely) future flight bookings is all I can offer.

I may contact you directly via this email address the next time I do overseas travel (in about 5 or 6 months).

Thanks so much!

Cheers,

Brian

Hi Linzi,

Just thought I'd let you know that my recent trips to Europe and the USA went extremely well, and I'd like to thank you for all the kind work you put into helping making them happen.

Looking forward to arranging more trips in the new year!

Best regards,

Peter.

Hi Shannon,

Just letting you know that we both made it back safe and sound and that yes indeed we did have a fantastic trip, with Cancun, Mexico definitely being a highlight!!! But thanks muchly for helping to make that trip a reality. I'll keep you in my address book for next time.

Thanks,

Luke

Dear Helen,

Last week I had an amazing experience with Stephen Ross at travel.com.au

He was an absolute gentleman and professional from the outset. Even though my inquiries were rather tedious and time consuming. Trying to organise holidays for others who don't have a clue is stressful, as I am sure you will agree.

I have dealt with many travel agents in the past and Stephen stands out by a mile. He is to be congratulated and you should be proud to work with such a charming and professional individual.

I intend to maintain contact with travel.com.au as I will only want Stephen to deal with my itineraries in the future.

Best regards,

Stephen

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