Service charter
At your service
In an age of internet companies and phone systems that keep you on hold, pressing digit after digit for what seems like hours, WEXAS aims to offer good old-fashioned human service to those who simply want to be treated as an individual. We enjoy talking to our members and sharing our passion for travel over the phone. Let’s be honest: travel is exciting. We all like to talk about our plans and, when we return, tell people what we enjoyed. That’s one of the reasons we’re a travel club and, hopefully, why you’re with us.
Our well-travelled holiday experts are keen to hear about your plans and, if required, to add advice and guidance as well as information about the destination and any offers available. Let’s work together to make sure you have the best possible tailor-made holiday experience, wherever you are travelling.
WEXAS 10-point service charter
- To answer telephone calls during working hours in person by an experienced holiday expert, and not with a computerised voice messaging service.
- To answer 90% of telephone calls each month within an average of ten seconds*.
- To respond to emails requiring reply within one working day of receipt.
- To acknowledge letters requiring a reply within 48 hours of receipt.
- To deal with any problems directly, quickly and efficiently.
- To agree realistic timescales with you for completing itineraries, quotes and other requests.
- To provide alternative options and ideas if your original request cannot be fulfilled.
- To keep you updated on the progress of your booking or travel arrangements at all times and ensure that promises are always fulfilled.
- To provide a comprehensive investigation of any written complaint and respond within one month.
- To give you comprehensive information and insight about your travel arrangements.
*This target is an average and at peak times it may be exceeded for individual cases.
Money-back service guarantee
While we believe we have some of the highest service levels in travel, we’re of course aware that sometimes things can go wrong, and that affects the service you receive. If you do feel we’ve let you down, please contact Customer Relations, who’ll investigate thoroughly. If one of our travel suppliers is at fault, then we’ll take up the case on your behalf and seek compensation where appropriate. We maintain close relations with our suppliers, often at owner or director level. As an independent travel club, if there are serious breaches of trust on the part of a travel supplier, we’ll have no hesitation in no longer recommending them to our members. If we’re at fault, then we hope you’ll give us the opportunity to do everything possible to regain your trust by offering you a complimentary subscription or membership refund – whichever is appropriate.
