Find out all about Toundra’s quality service!

A dispute, a problem with your booking, a poorly prepared itinerary? No travel agent likes to offer a holiday with these kinds of problems! With this in mind, Toundra set up its quality department almost 6 months ago.

The keystone of this mission? Aurélie, Quality Department Manager and Toundra employee for almost 10 years! Market specifics, suppliers, tools – Aurélie knows all the tricks of the trade. We caught up with her to find out all about her missions.

We’re off!

1. BEFORE YOUR STAY: CHECKING

Aurélie’s work is already underway before the travellers’ stay begins! To ensure the quality of the holiday offered by the travel agent, she makes sure it’s coherent. To do this, she combs through all the activities planned throughout the trip to avoid any organizational errors.

An activity that overlaps with another? A 2-day itinerary that can only be achieved in 3? Aurélie is there to anticipate and correct these problems.

A constantly growing field of action

During our meeting, she confided to us that she had already checked over 600 of the more than 2,000 files that arrived for the year 2023! In 2019, 1,387 files have been screened, compared with 828 in 2018. Year-on-year, Aurélie’s work is becoming more and more important, and she has already warned over a hundred potential disputes!

2. DURING YOUR STAY: AVAILABILITY

No one wants to have to re-pay for a service paid for in advance, or to have to deal with difficulties linked to the organization of the stay. That’s why Aurélie undertakes to intervene immediately in the event of any dispute arising during the stay.

In other words, she takes on the role of a real support in the event of problems, finding appropriate solutions and applying them as quickly as possible. She also acts as a consultant for travellers, offering advice throughout their stay. Since the beginning of the year, she has already been able to handle 30 cases concerning the management of disputes.

Telephone answering service: a major commitment of the quality department

In addition to the work carried out by Aurélie throughout the trip, the entire Toundra team is on call 24 hours a day, 7 days a week. This commitment guarantees a response at all times to booking inquiries, whether by e-mail or telephone.

3. AFTER YOUR STAY: MEASURING SATISFACTION

Although the holiday may be over for the travellers, Toundra’s quality department is not finished yet! In fact, Aurélie makes a point of collecting all customer feedback so that she can take appropriate action with the service providers. This feedback also enables her to review the situation with the purchasing department at the end of each season, to ensure that sales and the quality department are moving in the right direction.

Customer feedback: an essential requirement for service operations

At the end of our meeting, we asked Aurélie what the quality department needed most to improve, and she was quite definite on the subject: more customer feedback!!!! Whether good or bad, customer feedback on travel services and organization is welcome to improve the quality of the agency’s work.

Would you like to contact our quality manager? Contact her at the following address : quality@toundravoyages.com