Time to look elsewhere me thinks?

Thank you for your feedback about the brochures at Destinations. We did have copies available for customers to look at while they were at the stand, and we also had iPads available so could show customers our holidays online.

We had our Highlights brochure available with a number of tours, that customers could take away with them.

If any customer requested a full brochure on the day, we added them to our mailing list so it could be sent out to them.

Thanks,

Vickie

We're looking into why you haven't received a loyalty voucher and I have requested a brochure for you.

I'll get back to you ASAP.

Thanks,

Vickie

Received my brochures thanks so much any update on the other issues i asked you about 

Elaine

Glad to hear they've arrived! 🙂 I don't have an update yet, but I will follow this up.

Many thanks,

Vickie

I was interested in reading your post and the fact you brought up the subject of meal cut backs and brochure issues.  I have recently been in touch with a Senior Customer Care Executive on another subject and took the opportunity to tell them how I felt about the cut back in meals and the brochure problems people have been having.  The following is just part of the letter I received back.

"We have done much market research into included meals and many guests have told us that they would like to try out many more local places to eat rather than sticking to hotel restaurants and western style establishments.  Therefore on some tours we have reduced the included meals to give customers more choice.

I am sorry you have not received both European and Wordlwide brochures.  I am not sure why our marketing team have not sent both to returning customers."

I know a lot of people have voiced their feelings on these subjects but I don't think JY take what we say seriously.  I would love to do the 10 day Delhi to Darjeeling holiday, but on a bed and breakfast basis, I don't think so, there is no way I want to go out searching for an evening meal in India (or anywhere else for that matter after a full on day). I love India and have already done the Spirit of India and Kerala holidays and I don't recall having to search for a reputable restaurant for an evening meal, it was already included, so why not on this holiday.

Who are the people they have been listening to, and what holidays are they talking about. A good many of the included meals I have had on Worldwide holidays have been taken in local restaurants, not in the hotels, and certainly haven't been western style establishments unless I've been to a western style country. It's the European holidays I have been on where evening meals have mostly been taken in the hotel.  If there have been complaints on long haul it's usually from people who don't want to eat traditional food because they want western style, not the other way around.

Think we have to face it Mike, unless JY gets hundreds of complaints no one is going to listen to the few, they will just go on telling us what they want us to believe in the hopes we will be brainwashed into believing what they say and we, the customer, will just have to put up with it or go elsewhere. I have been travelling with JY for 15 years and feel of late things have been going on a downhill slide.

Avocet

Thank you for your post, it goes without saying we are extremely disappointed that you have not received a full and thorough response to the concerns raised in your letter to our Customer Care Department.

We would like to assure you we listen to all the feedback we receive. This is extremely important to us, not only does it mean that we can maintain our high standards, but it also influences our future decisions on details such as our itineraries, hotels and indeed inclusions within the holiday arrangements. Should we see consistent trends in what we are being told we will always review a tour. As eluded to in the letter, it was from this feedback that we took the decision to allow customers flexibility with their meal arrangements. However, please be assured our Tour Manager is always available to assist customers with suggestions for meals, depending on the type of meal they would prefer. As you say, some customers appreciate western cuisine from time to time on some long haul holidays.

In relation to the brochure distribution, we are sorry that due to a glitch with our computer system, some of our valued customers only received one of our January brochures, either the Europe or the Worldwide brochure. We are working hard to rectify the issue so that this doesn’t happen in the future

Once again, please accept our apologies that your concerns were not fully addressed in the initial letter.

Many thanks,

Vickie

Also, I would be very surprised to find that a majority of JY customers, especially those travelling with JY for the first time, would want to find their own meal options rather than have organised meals with other JYers. This defeats one of the main reasons for singles holidays, namely the company of like minded people. If people want to go out and visit outside venues, - fine, but all meals, especially dinners, should be included automatically in each holiday IHMO.

Thanks Avocet. It seems that although JY may listen to our feedback, it strikes me that they don't do anything about it, as cutbacks just seemingly get worse and worse.

I apologise for any offence caused, this was not my intention at all. What I should have explained is that the ipads were there for us as staff to use, to look up holidays for customers and discuss with them. The expectation was not for customers to read from the ipads themselves, unless they wanted to of course.

We have always done this for Destinations, and it has seemed to work well. We did have some full brochures available and we did give these away to customers, but we have not previously taken lots with us, purely down to logistics of getting them to the venue. However, we appreciate your feedback about having more full brochures available and we will take this on board for next time.

Regarding meal changes, these changes have been made due to customer feedback. There are lots of ways we receive your feedback, from Customer Satisfaction Questionnaires, speaking to travel agents, our live chat facility, on the phone, social media and on the Just You Community Forum.

We listen to and value what you tell us, and a common theme has been that you want more flexibility and freedom around meals and excursions.

So, for 2019 we’ve reduced a small number of meals and trips from some of our tours.

Elaine

Apologies for the delay, we're just looking into this and I will get back to you.

Many thanks,

Vickie

Really dont understand why there is any delay answering when it says very clearly on you site and in your brochure that loyalty is rewarded 

Elaine

Sorry for the delay, we were just looking into why you hadn't had your welcome home letter and loyalty voucher.

Unfortunately it appears your address was slightly incorrect on our system, which meant your letters did not arrive.

We have now corrected your address, and by way of apology we are refunding you £100 from your most recent booking, which will go back on the card that you paid the balance with.

You will receive a welcome home letter and a loyalty voucher when you return from your next trip with us 🙂

Many thanks,

Vickie

Elaine :huh:

Please can you confirm whether clients resident overseas will receive a satisfaction survey form and the loyalty voucher?

Best wishes

Stella

Our welcome home letters and questionnaires are sent out using a different system, hence why you still received your other documents.

I hope this explains and the refund goes some way to apologise for the inconvenience.

Many thanks,

Vickie

Yes, all customers - both UK and overseas should receive a welcome home letter and loyalty voucher.

Please let me know if you have not had one and I will look into this.

Many thanks,

Vickie

I’m still waiting for the European brochure. What a mess. After all the problems with my upcoming trip, I will likely take my business elsewhere.

I agree with you, I had several problems in Croatia last year on my trip. Still no brochure, I give up, I will take my business elsewhere.