We aim to provide you with the following standards of service
- To answer telephone calls during working hours by a trained member of WEXAS staff, in person, and not with a computerised voice messaging system
- To answer over 90% of telephone calls each month within an average of 10 seconds*
- To respond to emails requiring reply within one working day of receipt
- To return messages within an agreed time limit
- To acknowledge letters requiring a reply within 48 hours of receipt
- To provide investigation of any written complaint within one month
Our expert staff will always aim to:-
- Agree realistic timescales with you for completing itineraries, quotes and other requests
- Offer ideas to help plan your trip and alternatives if your original request cannot be fulfilled
- Keep you updated on the progress of your travel booking or other arrangements
- Give you all the information that you need about your arrangements
- Ensure that promises made to you are realistic and fulfilled accordingly
- Deal with any problems directly, quickly and efficiently
Moneyback Service Guarantee
Sometimes things can go wrong which affect the level of service you receive. If you feel that our service has let you down in any way please contact our Customer Services Executive.. If your complaint is a result of our service (rather than, say, our travel suppliers') and investigation shows your comments to be justified, we will offer you either an appropriate refund on your membership subscription or a complimentary extension to your membership, depending on the circumstances.
*Please note that the target is an average, and at specific peak times this target may not be achieved for individual calls
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