Big Five Tours & Expeditions, a luxury operator based in Stuart, Fla., unveiled a series of guest relations initiatives called White Glove Service, geared toward increasing guest satisfaction and comfort levels.
"For some time now, we have noticed that many businesses and industries in general have let the most important person -- the customer -- slip into second place," said Ashish Sanghrajka, president of Big Five. "The travel industry is no different. ... We are changing that. Guests don't settle for less when purchasing large retail purchases; why should they when it comes to travel?"
One of the key elements of White Glove Service is a dedicated specialist at the company's corporate offices who personally calls each party of guests within the first few days after arrival to ensure all is going well.
The firm said it wants to assure travel agents and customers that, in the event an issue arises, it can be immediately addressed and corrected. If a customer indicates to the specialist that any problem exists, the booking travel agent also is notified as to what actions are being taken to remedy the situation.
"We challenge other companies to join us in bringing back genuine customer service and value to your guests," said Sanghrajka. "Travel can begin to change lives even before the journey begins."
Retailers can review itineraries and program options at www.bigfive.com.