N.a.v. holiday in Finnish Lapland (Levi) filed a c...

N.a.v. holiday in Finnish Lapland (Levi) filed a complaint about missed transfer for excursion so we had to pay extra taxi costs. Strangely enough, we have to be told several times via e-mail (no personal contact !!) that this is our responsibility and that it is a personal experience (this concerns the dine around concept). It really depends on us because all the other guests were there on time. (M.a.w .: you really are the first thing that happens to you, so it's really up to you!). All this supported by documents that I myself also sent to Scanbrit in copy.

Such feedback from a travel agency of this size really gives me cramps in the wrong places. As a 'customer', we are good enough to pay more than 5,000 for a holiday, but when it comes to handling a complaint adequately, it is primarily our responsibility (read error!) And personal experience. Well .......

Chapeau, owner and employees of the Scanbrit agency; you really understood fantastic in terms of customer experience. Perhaps you can take an example at TUI (not really my favorite either) but they do handle complaints in a more adequate way with more empathy for the customer.

A lesson for you: more personal understanding of what is going on in the customer (instead of answering complaints in writing) and hearing his story himself than merely waving copies and procedures and relying solely on stories from third parties (for example, travel agent on site). But ..... keep repeating that it is really our responsibility that we have missed our transfer. With that you definitely get the main prize!

Congratulations again, Buro Scanbrit!

Sadhna Meijer-Gopalrai

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N.A.V. SCANBRIT RESPONSE: Apparently, procedures, agreements and guidelines are more important to you than customer experience or customer retention. Again another way of telling you that the debt is again with us.

The fantastic journey, which by the way did not come through you but was purely our own interpretation (could also have been through another travel agency), is not central to this story but a complaint about your approach.

For further comments I would like to refer you to YourTravel.