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[quote=BGray;492786]Hi Julia,

This is an interesting post and highlights an apparent change in policy by JY regarding connecting flights - up until earlier this year when I used to ring to book a holiday, the holiday advisor was able to give me details of the connecting flights then and there - and this was then confirmed in a subsequent invoice; however for my last couple of holidays they have not been able to do so.  The confirmation invoice was then issued without the connecting flights and several weeks or even a couple of months later I received a call about them, resulting in another round of paperwork.  I thought the old system was more straightforward, but perhaps there is a reason as to why it was changed?

Also when I booked my Namibia tour, I was offered connecting flights from Dublin for the first time; usually I have to fly from Belfast.  The advisor was surprised that the computer had thrown up that option. I was unsure if there were any complications would I still be sorted out by JY if my holiday was originating outside the UK and when I queried this with the holiday advisor, I was told it would be safer to fly from Belfast, so I went with that option although it would obviously suit me so much better to fly from Dublin. Any light you can shed on this situation would be helpful as I am about to book two holidays!

Many thanks,

Bob[/quote]

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As previously advised we are currently installing a brand new telephone system to improve communication with our customers. Today we are experiencing some technical difficulties which may mean that your call will not connect with us or that you may get cut off mid call. We would like to apologise for this and please be assured we will are working with our telecoms provider to restore service as quickly as possible.

James

'JYJames' wrote:
I am very sorry to hear that some of our customers having not been receiving the high level of customer service they have come to expect from us over the telephone. I am however pleased that you have let us know your thoughts so that we can try to improve things further so that we can provide a very high level of service to our customers and help deliver that holiday of a lifetime.
We have a number of new initiatives that we are currently implementing in our contact centre to help improve customers booking and customer service experience this includes a whole new telephone system to make it a smoother and more enjoyable process to get in contact with us., This system will also allow us to do more coaching and development with our staff to make sure all our customers get a consistent and high level of service.
We have lots of product training sessions taking place currently for our advisors so they can help our customers choose their next holiday destination, as well as to increase our staffs knowledge on the areas our tours visit and all the products we offer.
The team that deal with all our email correspondence before you go on your holiday will also be having a systems upgrade in the new year which will help ensure any customers that communicate with us by this method will also get the same high level of service from us.
Finally we have just recruited and started training more customer service staff so that we can answer our customers calls more promptly and provide any post booking assistance that you may need.
JY James

I HAVE HAD BRILLIANT SERVICE FROM JY EACH TIME I HAVE

RUNG THEM. I HAVE A LOT OF HEALTH PROBLEMS AND EACH

TIME THEY HAVE BEEN VERY HELPFUL WITH WHAT I NEEDED.

I HAD TO CHANGE MY DESTINATION AND I DID NOT EVEN GET

CHARGED FOR CHANGING BECAUSE OF CIRCUMSTANCES.

SUE SOUTHAMPTON

'nixon' wrote:
James
Thank you for taking the time to explain what is going on with training and updating etc.
I agree with all Bob has said.
I will also once again reiterate amongst the many!! Phone calls I have had to JY over the last 8 years, I have always had a very helpful operator to help me with my bookings or any problems I may have had along the way.
I am sure there is always a margin to improve but no one is perfect.
Cindy

Hi Cindy, if you have experienced the norm with operator assistance then I guess I've just been unlucky. My first JY holiday was amazing from the first time I picked up the phone. My main fear was Heathrow and trying to find my way around it on my own. The lady I spoke to was brilliant. By the time she had explained everything to me about Terminal 5 I felt I had already been there. She also e-mailed me details about the Heathrow Hoppa coach (I had never heard of it), including how to find the bus departure points. I felt I could at last stop panicking and look forward to my holiday. I am now booked for my second JY holiday which involves transferring from Terminal 5 to Terminal 4! When I told the operator that I was concerned about transit to Terminal 4, I was told that she didn't know either! Very different to my first experience which is why I said I was disappointed. Having spoken to James, I heard that new staff are being trained up but it would still have been nice if my queries had been passed to someone more experienced who could have contacted me with answers. Perhaps my first JY holiday has given me false expectations of the level of assistance I can expect, I hope not! Nice of James to follow-up to everyone with an explanation of what's happening in the office.

Hi for the first time I was able to arrange my connecting flights and overnight accommodation by email - this was much easier than trying to do it over the phone - well done JY!

Cheers,

Bob

Sarah S

Thank you for your suggestion and feedback about your experience with another company, We do have a few more exciting projects happening over the next few months with information to be released in due course some of which will involve the website and will hopefully give customers even more information about their chosen holidays.

Hi Margaret,

If you want to email your contact details to me at jmorton@justyou.co.uk I can chase this up for you.

Kindest regards,

Julia

James

Thank you for taking the time to explain what is going on with training and updating etc.

I agree with all Bob has said.

I will also once again reiterate amongst the many!! Phone calls I have had to JY over the last 8 years, I have always had a very helpful operator to help me with my bookings or any problems I may have had along the way.

I am sure there is always a margin to improve but no one is perfect.

Cindy

Pleased to hear JY is taking steps to improve cutomer service. I recently made a telephone booking for a family break. I recieved an instant confirmation by email, the relevant paperwork followed by post a few days later. I also recieved an email asking me to rate the booking process. Something for JY consider?

Hi James,

Many thanks for all that helpful information - it is great to know how seriously JY take customer care and all that you are doing to ensure a high quality service. No company is perfect but it strikes me that JY/Travelsphere are one that are trying extremely hard to get the balance right between good customer care, competitive pricing and a quality holiday experience - I'm sure this is a very difficult balance to achieve and of course you won't please everyone but all I can say is, keep doing your best!

A very happy JY customer,

Bob

'Julia' wrote:
Hi Margaret,
I'm sorry to hear that you hadn't heard from one of our advisors yesterday. Can you please let me know if someone contacted you today?
Kindest regards,
Julia

Hi Julia, No I was not contacted today, I will probably have to ring tomorrow as I can't put my contact details on here. Bit disappointed that no one got back to me.

Margaret

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