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Vance World Travel is built on the idea that rapid replies, easy communications, is a critical piece of customer service. Far to often do I hear from people (most of which become clients) that THEIR travel agent hasn't gotten back to them. We are better than that.
There are several primary time we communicate with clients.. and we want to make it clear what our goals are...
Initial Contact... this generally comes from the contact form on this website. We strive to get back to you in 30 minutes or less. This can be an email, or a phone call, whatever you have preferred, and whatever your request seems to dictate. In general most people are contacted in 30 minutes or less after we receive the request. You are on the internet searching, and we want to respect your time... so under 30 minutes is our goal. (phone messages are also returned within 30 minutes)
Research … this can be almost anything depending on your needs. Sometimes it is just quotes on what you already requested, sometimes it's a deeper process. These things can take time, and vary widely based on the depth of the research that needs to be done... but we are as quick as possible... this are hard to predict, but we will give you some idea of when we will get back to you, and we usually beat those expectations.
Service Contacts … these are after a booking, and we work on them as close to when they come in as possible. Depending on the need the response will range from, we drop everything for them, or we add them to the list of things to handle the next time we speak with that particular vendor. Either way you will get an acknowledgment that we have your request (by email usually) and you will get a result when your request has been handled.
We never forget that often we are working on trips that may have limited space, or trying to beat a price increase, or catch a promotion before it ends. Time can be of the essence... and when it is, we will work hard, so that you don't have to.
Fine print... these are service standards, not guarantees. We will do all we can to live up to them, and in the vast majority of the cases we do. We may be working with a vendor, or a client that slows down our initial contact with you, but you will be the very next thing we do. Of course, this applies to business hours (9a-10p weekdays, 10-6 Saturday, and 12-5p Sundays). Travel, brief out of office, and other factors could effect the speed, but we are very, very good at getting the replies within 30 minutes.
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We will reply within 30 minutes