FL Tours ---- BEWARE!!!!!!!!!

[dznyntnh]

I have to agree with the majority here, that most of the fault lies with the consumer.

Whether or not a business decides to honor a confirmation based on inaccurate information is up to them.

I checked several of the Town Car sites before I made my reservations for October and I felt they were all very specific as far as what the fees were and what the discounts were. There were several sites that did not specifically state that they charged the gate fee, so I e-mailed them to insure there were no hidden charges.

When I finally made my selection (Cartier), I placed my reservation online and I recevied a confirmation (generated by a human). The cost stated to me was $5.00 less than I expected, so I e-mailed back to verify.

The person very apologetically let me know that I had been right and the price was $5.00 more. As this was the price I have planned on I was very happy, I'm sure some people would have printed the first confirmation and then pounced when the driver tried to charge them the correct price (after all it was their mistake). But, personally, I did not feel this was right, had they said they would honor the first price then I would have been happy, but I don't think I would 'punish' them for a typo.

I think sometimes people try to aleviate themselves of any responsability by blaming everyone else for their mistakes.

Being in customer service, I also notice that many people get hysterical or violently angry when we don't (or can't) do things 'their' way. They yell and try to tell you 'the customer is always right.' Anyone who has ever worked in customer service knows how accurate that statement is .

We're all human, and we all make msitakes, but while I often see businesses trying to improve their customer service skills, I rarely see any indication that customers are trying to improve their people skills.

 

[GAIL HAYDEN]

Originally posted by dznyntnh
I have to agree with the majority here, that most of the fault lies with the consumer.

Whether or not a business decides to honor a confirmation based on inaccurate information is up to them.

I checked several of the Town Car sites before I made my reservations for October and I felt they were all very specific as far as what the fees were and what the discounts were. There were several sites that did not specifically state that they charged the gate fee, so I e-mailed them to insure there were no hidden charges.

When I finally made my selection (Cartier), I placed my reservation online and I recevied a confirmation (generated by a human). The cost stated to me was $5.00 less than I expected, so I e-mailed back to verify.

The person very apologetically let me know that I had been right and the price was $5.00 more. As this was the price I have planned on I was very happy, I'm sure some people would have printed the first confirmation and then pounced when the driver tried to charge them the correct price (after all it was their mistake). But, personally, I did not feel this was right, had they said they would honor the first price then I would have been happy, but I don't think I would 'punish' them for a typo.

I think sometimes people try to aleviate themselves of any responsability by blaming everyone else for their mistakes.

Being in customer service, I also notice that many people get hysterical or violently angry when we don't (or can't) do things 'their' way. They yell and try to tell you 'the customer is always right.' Anyone who has ever worked in customer service knows how accurate that statement is .

We're all human, and we all make msitakes, but while I often see businesses trying to improve their customer service skills, I rarely see any indication that customers are trying to improve their people skills.

We're all human, and we all make msitakes, but while I often see businesses trying to improve their customer service skills, I rarely see any indication that customers are trying to improve their people skills. [/B]

[/QUOTE]

Of course they don't, they think " the customer is always right" which is an over used lie. They are not always right. Maybe back when people treated each other with respect and before this stupid entitlement mentality came into play it was an accurate statement, but, those days are gone.

Kudos to you for being honest, we need more like you in the world.

 

[ScarletIndigo]

I'm glad I read this thread, because it makes me very happy that DF and I decided to rent a car, rather than use a towncar service. For $100 more than a roundtrip towncar fare (including tip), we have a 9-day rental with unlimited mileage. Sure, it doesn't compare to the luxury of being driven to and from the airport in a swanky towncar, but at least we know where our money is going. Nothing against FL Tours personally -- we looked into renting from them, as well as several other rental agencies mentioned on the DIS. But seeing as we plan on dining at various resorts, visiting US/IOA for two days, and visiting local grocery stores when needed, that extra $100 is a small price to pay.

Just my two cents.

 

[AndyN]

WOW!
I was only away for a day from the DIS. I have read everyone’s response and wanted to say thank you for your unbiased opinion. I certainly appreciate those who emailed me in private. I must tell you however; this incident with “firsttime” does not make me feel good at all. This situation does not make me feel good, because I hold myself and my operation to a very high standard. It’s certainly a policy of mine that I live by every day to make everyone that I come in contact with to leave with a good feeling about the service they receive from me and my associates. Unfortunately, I did not accomplish that with ”firsttime”. Clearly there is a lot to be learned from this for all of us.
Andy