AN EXPERIMENTAL scheme which aims to settle more complaints in resort has been set up by Airtours.
The new service clinic – which is being piloted in Alicante – will be staffed by a customer services manager whose sole responsibility will be to settle complaints before the clients return to the UK.
The scheme will be extended to other resorts if it proves successful. Overseas operations director Glenn Wilkinson said: “I have a retail background and something I learned is that very few people leave a shop unhappy. It should be the same with holidays.
“I was unhappy with the level of recovery in resort when I first arrived at Airtours and this is one method we hope to improve.
“It is better and easier to deal with complaints face to face.”