When Things Go Wrong
Recently at Yampu Tours, we received a letter from a client describing how our company effectively kicked into action during an unexpected travel disaster abroad. The client was in the remote town of Torres Del Paine, Chile when he found he was suddenly unable to travel due to a workers’ strike that shutdown the roadways and airports. Below is a Press Release highlighting our commitment to superior service and personal care.
(Stowe, Vermont) April 6, 2011. Yampu Tours, the World Travel Award Winner as ‘South America’s Leading Tour Operator’, revealed today that their strong growth and ongoing success in a travel industry rocked by tough economic conditions is due to their commitment to customer satisfaction and personal care. In a recent interview, the founder of the 13 year old company discussed their winning strategy and looked forward to the future.
“In travel, as in life, things can always go wrong. It is how we prepare for and respond to these occurrences that are important” said Jose Irauzqui, President and co-founder of Yampu Tours. “I always remind our staff that the reason we get such great letters after those unexpected travel disasters is because our philosophy is that we want life-time relationships and not just one time clients. That’s why we respond as effectively as we do.” Sitting with his co-founder and wife, Monica Irauzqui, the Peruvian-born world traveler, whose company specializes in Latin America, poured through letters saved from their repeat clients.
“Here’s one I really liked,” declared Monica, the company’s Vice President, who described how Yampu sprang to action for a client who became stuck in remote Torres Del Paine, Chile due to a workers’ strike that suddenly closed surrounding roads and airports.
“Dear Jose and Monica,” began the letter from John W., “I just received a check this week from the insurance company reimbursing me for expenses incurred during my little Argentine detour in January. Let me say how impressed I’ve been with everybody at Yampu during this whole process. You all were always on top of things and did a fantastic job keeping in communication with both my family and me. Nobody else at the eco-camp in Torres had even remotely the same level of customer service from their travel agencies. Not everyone would have been willing to deal with a jittery customer at midnight on a Saturday, gas strike or not. It really says a lot about all of you that you did so cheerfully! One day I’ll go back and see Peru and Brazil.. I’ll definitely be booking it with Yampu Tours!
The Irauzqui’s recommend travel insurance for all tours and are prideful that they are thriving based on a strict adherence to a strategy of superior customer satisfaction and personal care.
“Even if our clients can’t reach us for some reason they feel safe knowing that we are working with their families, our other offices, embassies, airlines, hotels, and guides to solve their unforeseen problems,” said Monica. “We’ve sent people by foot to relay messages when necessary. It is nice to know that if you are out of touch, you are not out of mind.”