hucksters

How to consider yourself the "leader" of the travel services market, and at the same time, your customers suckers.

For more than 15 years I have been using the services of various tour operators to organize my family's vacation, one of them is Anex Tour Ukraine. There were various situations, but they did not particularly affect the quality of the rest.

So it was with Anex, until today, which completely turned my idea of ​​​​the role and place of the client (yes, the one who pays you money) in the hierarchy of this company.

This place is at ..., i.e. below the plinth. Now the story itself, a "sample" of marketing, customer focus and other methods for making money.

A week ago, studying the offers of tour operators, I stop, order and pay for the tour. 9 nights (this is important!), early departure there, late return. I don't have much time to rest, so every day is important. After 3 days, a letter arrives, about changing the departure time there by +12 hours. Okay, I thought, let at least one light day in the minus. And in vain, it was a black swan.

A day later, another notification arrives, already a return flight minus another 12 hours, that is, another day. I should note that I am flying to the SEA with a child, and it is daylight that is important for me, and not the opportunity to eat, drink, dance at a disco. Thus, out of the planned 10 daylight hours, 2 are taken away from me at once, and this is already too um ... a lot.

I turn my eyes to the Anex website, and find that if I shift my paid tour by +1 day, then everything seems to be OK for flights. The declared cost is $30 lower than what I paid.

In the hope of understanding all parties, I ask the agent to rebook the tour for me. For those who are in the know, the hotel and flights are "green", 2 weeks before the planned date. What was my surprise when I was notified that it would cost +95 USD and, for your harmfulness, 15 USD from the nose. Thus, I already owe 120 USD out of the blue, and I begin to feel like a real sucker. And I have not gone anywhere yet, and have not met the harsh reality of "extorting" money from me, starting with the purchase of a visa, excursions and other scams.

On my ???!!! (remarks, if you can describe it that way) the manager told me that he was recommended "So explain to the tourist that you can rebook at the price of the SPO."

NOT respected Sales Manager Victoria Karas, probably in decent public companies, it is customary to use more polite turns of speech with customers, due to which you exist. In addition, I am absolutely not interested in your open source software (and what is it?) And other delights of the "inner world of the company", a specific price is indicated on the company's website, which is a "public offer" and I focus on it.

If the goal of any company is only profit, then they all end up badly, even very badly.

The customer is always right or the customer comes first? NO, for Anex Tour it is money.

To be continued, stay tuned!

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