BBC Travel Agency




BBC Travel Agency

BBC Travel Agency

  • Trading hours of BBC Travel
  • Monday9.00 am to 5.00 pm

    Tuesday9.00 am to 5.00 pm

    Wednesday9.00 am to 5.00 pm

    Thursday9.00 am to 5.00 pm

    Friday9.00 am to 5.00 pm

    Saturday8.00 am to 8.00 pm

  • Suppliers of BBC Travel
  • Referring to the contract agreement between our travel agency and our suppliers that if our travel can achieve the goals or targets that have been set before starting of the contract, the suppliers such as hotel, restaurant, and transportation will give us additional 10% commission and 15% discount for any purchases of BBC staff.

  • Customer Service Policy
  • Face to face:

  • Greet customers with a smile.
  • Wear an ID badge, in a prominent position above the waist, visible at all times when on duty.
  • Ensure all customers are treated in a courteous, respectful and professional manner.
  • Acknowledge all customers within five (5) minutes of arrival.
  • Be conscious of potential audiences when discussing confidential information and offer a more private location if required.
  • Deliver information that is current and in plain language.
  • Provide an avenue for feedback at all service points.
  • Complaint Resolution:

  • Treat customer complaints seriously, confidentially and in a professional manner.
  • ......

    BBC Travel Agency
    Last updated: Feb 2024

    Page 1

    Treat customer complaints seriously, confidentially and in a professional manner.

  • Provide information on how, when, where and to whom to make a complaint.
  • Explain the complaint resolution process.
  • Offer assistance in lodging a complaint, where needed.
  • Forward written complaints to Corporate Information for registering.
  • Record verbal complaints in our customer service tracking system.
  • Respond to all formal complaints, in writing, within 10 working days.
  • Telephone:

  • Handle all calls within five (5) rings.
  • Respond with “good morning/afternoon or welcome to, (work area), (name)”.
  • Use group pickup or diversion on our phones when we are away from our desks or on leave.
  • Never ignore a ringing phone.
  • Respond to customer phone calls within two (2) working days.
  • Introduce the caller and provide relevant details when transferring calls.
  • Take responsibility for every call we receive, regardless of the subject matter.
  • Make sure our work area is staffed, or ensure someone is contactable, at all times during normal business hours.
  • BBC Travel’s Mission statement
  • BBC Travel agency, first introduce in 1999, is committed to providing all users with a positive experience either in managing an accommodation, booking the holiday or providing the advise about all the destinations around the world.

    We aim to provide the best possible user experience by putting the interests of our clients first. It is only through excellent user experiences that visitors will come back and tell their friends. By always putting the visitors first we can be: The best place to plan your next holiday.


    BBC Travel Agency
    Last updated: Feb 2024

    Page 2

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