Mason’s Travel Exceeding beyond Expected
Here
at Mason’s Travel we believe that the employees are what make the company special
and the customers are what keep us growing and make everything what we do
matter. There is nothing more rewarding than receiving positive feedback and
knowing that we were able to go beyond the expected. We’re excited to share the
letter that we received from Andrew Kennedy, one of our customers back in
October.
Dear Alan, Michael,
Lenny and Germain,
I insisted that Neal
provide me with your email details so that I could advise you of the fantastic
customer service he has provided.
This service was evident
from the first time we met Neal at the Constance Ephelia in October but it has
been on-going long after we left the island.
Neal was excellent with
the arrangements he made for us whilst on holiday and he ensured each time that
we were well looked after.
I would like to say,
that all of your staff that we came in to contact with, were extremely helpful
and friendly.
However, Neal has gone
well beyond what I expected.
A long story, short - as
my daughters 14th birthday was whilst we were in the Seychelles, the hotel very
kindly gave us a baseball cap and polo shirt with the hotel’s name on it.
She was thrilled but she was particularly pleased with the cap which she wore
for most of the holiday. On the flight back to the UK via Dubai she lost
the cap. She was really upset.
The cap was never found
at the airport so I then set about trying to get another one from the
hotel. They very kindly said they would give us another one but there
seemed to be a major issue with getting it sent from the hotel, so I contacted
Neal as I still had his contact details and he set about helping me get this
sorted.
It was not straight
forward, as he had to liaise with DHL in the Seychelles, the hotel and myself.
It has taken nearly
three months to get this sorted and at any time Neal could have easily said it
was getting too complicated and decide to do no more but he was clearly
determined to help as he realised how important it was for my daughter.
The baseball cap arrived
back in the UK on Friday and my daughter was absolutely thrilled, surprised and
delighted.
Neal really deserves the
recognition for going far beyond what is expected to ensure absolute customer
satisfaction.
We hope to be able to
experience the Mason’s Travel customer service again on a return trip to the
Seychelles sometime in the future.
I have attached a photo
of my very pleased daughter (Rosie-May) in her cap, in the snow which we had
this week.
Best wishes
Andrew Kennedy
