Reviews & customer feedback policy
Your opinion of our service and holidays matters to us. All feedback we receive is read by both our Holiday Feedback Team and the relevant country expert who put the holiday together. It shapes the way we work and helps us to ensure that our holidays are the best that they can be.
Your feedback is used in the following ways:
• to improve our holidays
• to enhance the documentation about our holidays (we include many of the restaurant recommendations and tips on places to visit that are passed on to us – once we have checked them out)
• to help future travellers in their decision-making, by publishing it on our website
Our holiday review policy
We’ve always invited our customers to complete a post-holiday questionnaire on their return.
Since 2 October 2015, the questionnaire has featured a section where customers can specifically provide a review of their holiday, including any tips or recommendations. This is the only part of the questionnaire which, with permission, we now publish on our website and we guarantee to publish the review in its entirety, within three weeks of receiving it. We feel that this is a much more transparent approach.
We do, however, reserve the right not to publish anything that we believe to be libellous, political or factually inaccurate.
Of course, we realise that some of our customers would like to be able to share their experiences of their holiday without completing our questionnaire. If you would like to do this, simply send us an email in response to the feedback request.
As well as telling us how you'd like your name to be displayed on the review (it could be your real name, your initials or a pseudonym), please include your postcode or holiday reference so that we can ensure we only post reviews from bona fide customers. Rest assured that neither your postcode nor your email address will be published on our website.
To help future travellers choose a holiday that is right for them and enjoy it to the full, it is useful to include:
• a summary of your holiday experience
• the elements which stood out for whatever reason
• what others should know about the holiday
• any tips or recommendations
Get a true feel for our holidays, from those who have experienced them
So, when you click on the Reviews & Tips tab of a holiday page, the reviews that you’ll find there are the exact words of our customers – we don’t edit them, except to remove staff names and correct the odd spelling mistake or typo so that they are easier to read. What’s more, since June 2016, we promise to show them all (except for the occasional tailored itinerary which is too different from any ‘standard’ holiday to include anywhere), so that you can be sure of seeing the full picture.
More reviews on the AITO website
The reviews on our website are particularly useful if you’re choosing a specific holiday – reading the impressions of previous customers will often give you a better feel for the overall experience than can be conveyed in the holiday description alone.
However, if you would like to read reviews about Inntravel in general, and our customer service, visit the website of the Association of Independent Tour Operators
, of which we are a member.
Last fetch time is : 1/20/2020 9:41:45 AM