miserable experience with this agent ...didn't listen, respond in time, treated us as if we were 40, not 70...he is a very inadequate agent...never had experience like this before...will never use you again...
properly vet the agent, and confirm he is listening to our needs and can respond in a timely fashion...he obviously didn't care.
TRAVEL COMPANY COMMENTS:
First of all, I am very sorry you did not enjoy your trip. I am saddened that you felt the itinerary we built together was not suitable for your abilities, and that the weather did not help things (worst summer in at least the last 20 years). In addition, you and your wife getting sick on your second day in New Zealand was an obvious impactor as well. When all was said and done, you missed most of your planned activities either because it was cancelled due to weather or because you simply didn’t feel up to it.
My client's satisfaction is my highest priority, thus I had worked closely with my suppliers and vendors to cancel reservations that were clearly non-refundable in order to prevent any financial loss for the both of you. Suffice it to say, thru this endeavor, I actually lost money on your trip. This is not counting the countless hours of my time I had invested in developing your customized itinerary. Truth be told, I spent probably three times as much time on your trip as I normally would in order to accommodate your last minute changes in preferences, activities, and requests.
It is quite unfortunate that you had told me that you were both “fit and active” and thus I had made suggestions to suit your requests. When you stated: "...treated us as if we were 40, not 70...", I find that quite ironic when each suggestion I had made was illustrated in detail. An example of this is the scenic drives throughout New Zealand, which is one of the highlights of this country. Although we had discussed the various options of this experience, you ultimately felt that the final itinerary we agreed upon was not as you had imagined.
I always take constructive feedback as an opportunity to improve upon the services I provide to my travelers. This is no exception. I thank you once again for your candor and feedback.
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