We all know that dealing with complaints can be very difficult and very time consuming - but they have to be welcomed because they are an honest guide of how customers view their holiday arrangements We won't be sidetracked due to busy periods or staff shortages as each procedure is meticulously carried out to ensure that your Customer Relationship Management profile remains untarnished and your client's comments are addressed within the specified time, therefore increasing your repeat booking profile considerably If your instructions dictate that we to have work outside normal office hours, we reserve the right to increase the level of the hourly rate