- Report: #1039124
Report - Rebuttal - Arbitrate
Complaint Review: First Class Vacations / Firefly Travel Corp. | Ripoff Report Verified™ …businesses you can trust. Dedicated to 100% customer satisfaction. First Class Vacations specializing in all-inclusive air, hotel, & cruise vacation packages. First Class Vacations prides themselves on providing highest level of customer service, vacation planning. First Class Vacation’s goal, developing life-long relationships with clients. Reliable personal services, not like what you get through unreliable Internet bookings.
First Class VacationsBoca Raton Boca Raton, Florida United States of America
First Class Vacations REVIEW: Customer Satisfaction Commitment: First Class Vacations/Firefly Travel Corp. restructured Customer Service Department ensuring 100% satisfaction with every client. First Class Vacation's main focus is providing customers with best vacation at best price.
*UPDATE: First Class Vacations/Firefly Travel Corp. pledges to always resolve any issues, feel safe, confident & secure when doing business with First Class Vacations/Firefly Travel Corp. Recognized by Ripoff Report Verified™ as a safe business service.
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EDitor’s UPDATE: Positive rating and recognition has been given to First Class Vacations/Firefly Travel Corp. for its commitment to excellence in customer service.
Ripoff Report’s discussions with First Class Vacations/Firefly Travel Corp. have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. First Class Vacations/Firefly Travel Corp. listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
First Class Vacations/Firefly Travel Corp's principal, Mr. [continued below]....
Another top executive of the company told us that Mr. Nahom's personal business philosophy is based on the premise that "everyone deserves a vacation and is committed to changing the way America travels”. First Class Vacations/Firefly Travel Corp's mission statement says it all: "Our goal is to provide our clients the best quality, value and professional excellence in the travel industry." Some of the other things Ripoff Report learned in the course of its review is that typical customer feedback reads: “First Class Vacations/Firefly Travel Corp. (and Mr. Nahom) truly communicates all aspects of their service in a timely and effective manner. We are very pleased with the responsiveness that he and his employees show us. They are serious about meeting commitments, and deliver on all of their promises.”
The information provided in this report below is based on comments made by President and CEO Jeffrey Nahom during an on-site inspection held by a third party verification company with no biases toward First Class Vacations.
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
First Class Vacations is a company that specializes in selling luxury cruise vacation packages with some of the biggest cruise lines in the world, such as Carnival and Royal Caribbean. First Class Vacations operates a call center to field incoming inquiries and reach out to potential customers, and prides themselves on the 0% interest payment plans they are able to offer their customers. “We give the customer a lot of flexibility in terms of making small payments at 0% interest, which they can’t do anywhere else. If a customer can afford a deposit (with monthly payments at 0% interest), we lock the rates of the cruises for them,” states President and CEO Jeffrey Nahom.
To acquire leads, First Class Vacations utilizes in-house “fronters” that will reach out to potential customers to inquire if they have any interest or plans to book a luxury cruise in the near future. After establishing whether or not the potential customer has any interest in the vacation package, the “fronters” inform the person that a sales representative will contact them again in about 10 to 15 minutes, allowing the potential customer time to decide whether or not a luxury cruise package is for them, and also the opportunity not to answer the return call if it’s not something that interests them. This provides a hassle-free decision making opportunity for the customer.
Once a potential customer has decided that he or she is interested in purchasing a cruise package, the next step is to put down a small deposit to secure the package. Once the customer has decided on a date for their vacation, he or she can “call the reservations department, and our highly trained reservation staff will spend hours [going] back-and-forth for even several days, planning everything and getting to the lowest cost possible,” including airfare, states Mr. Nahom. At this point, the representative in the reservations department will also work with the customer on any special details of their trip, such as room preference, adding travelers, determining the length of the trip, or adding a stay at a hotel in addition to the cruise. “We do take pride in spending a lot of time booking the customers as opposed to just having them go to a website and do everything on their own,” states Mr. Nahom.
QUALITY CUSTOMER CARE AT FIRST CLASS VACATIONS
A common complaint that First Class Vacations receives is related to the time of year customers are able to take their vacation. First Class Vacations works to lock in the lowest price for the customer, which will allow them to take the cruise almost any time of the year, however, peak seasons such as summer months are more expensive, and therefore, the customer would have to either pay more to go on the cruise at that time, or choose another time of year in order to keep the cost low. A particular instance of this was when a customer wanted to go at a peak time of year, but preferred not to have to pay the additional money. At this point, First Class Vacations gave her a full refund of her deposit and any additional payments she had subsequently made. After a complaint is resolved, First Class Vacations strives to stay in touch with that customer and ensure not only that the customer is satisfied, but also that the complaint was resolved amicably, allowing the customer and First Class Vacations to do business together in the future. First Class Vacations feels that this philosophy has contributed to their success and their 90% customer retention rate.
One particular complaint posted to Ripoff Report refers to First Class Vacations as a scam and accuses them of misrepresenting their accounting practices. In response to this, Mr. Nahom states that they sell a travel portfolio which has at least three vacation options in the package, and sometimes people will compare the feature vacation, which is typically a seven-night cruise, to the price featured online, which is typically the price for a four-night cruise. Mr. Nahom states that First Class Vacations strives to inform and explain the options and technicalities to the best of their abilities to the customers up front, to ensure that there are no misunderstandings. To this end, they utilize a script to ensure all points are covered, as well as record all conversations and developments with the customer.
First Class Vacations recognizes the value of working with Ripoff Report and their Corporate Advocacy Business Remediation and Customer Satisfaction Program. “It means a lot [to us] because customers are the lifeline of our business… We can show the customers that a complaint might happen, but we’re here to pick up the phone and handle the situation,” states Mr. Nahom. “We want to make sure we’re always doing the right thing. For us to be the leader in travel in the United States, and eventually the world, there’s no doubt about it, we have to have the highest level of customer satisfaction.”
Since receiving complaints through Ripoff Report, First Class Vacations has hired an additional administrative person and are also in the process of getting some outside financing to assist in their expansion, which will include approximately six additional customer service representatives, more quality assurance, and a corporate trainer.
"We are credible company who is expanding. We have made some mistakes in the past, we did promotions with other travel companies that went out of business and we still had to fulfill all of the vacations. Bottom line we want 100% customer satisfaction and are willing to do anything to make the customer happy. If we can not satisfy the customer we have no problem refunding the customer in full.”
First Class Vacations/Firefly Travel Corp. / Statements from the owner.
"Working hand-in-hand with the most sought after cruise lines in the world, we are intent on offering only the best and most lavish cruise vacation packages to our valued customers. Our primary goal is to develop life-long relationships with our clients. Traveling is done over the course of a lifetime and we know that once you travel with First Class Vacations you will not accept anything less than our impeccably high standards.
Our affiliation with top resorts, major airlines, car rental agencies, and of course the top cruise lines in the world make it possible for us to present you with an affordable and all-inclusive package that will guarantee you the cruise of your dreams!”
First Class Vacations/Firefly Travel Corp's Reservations Specialist team have decades of combined experience and use their talents and expertise to create a memorable vacation for every customer. The Reservations Manager at First Class Vacations/Firefly Travel Corp. stated "I have seen Mr. Nahom take personal interest in our customers. With his many years of experience and 10 years in business, I know that he strives to offer the best luxury vacation package promotions. It always gives me great pleasure to hear from a customer a year later and help them plan another unforgettable vacation.”
Mr Nahom takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "First Class Vacations/Firefly Travel Corp. provides a very positive environment to work. Opportunities for suggestions and improvements are encouraged. Jeff is truly concerned about our contribution to the company and providing growth opportunities for us. He takes the time to listen and communicate with employees and customers." Ripoff Report was pleased to learn that First Class Vacations/Firefly Travel Corp's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
WHY FIRST CLASS VACATIONS IS BETTER THAN IT COMPETITORS
"We provide a high level of service when we book our customers vacations. We have highly knowledgeable reservationists based here in the US. They spend hours on the phone with each one of our clients to ensure that they are going to have the vacation experience they deserve. If people are looking for the lowest price we can do that too. If the customers are just looking to book an a la carte cruise or hotel we can give the the lowest published fare while still providing a much higher level of service than what they will receive online.
We provide highly trained agents that book every detail of the customers vacation. We offer multiple trip or cruises for about the same price as just one trip, we offer flexible payment options, several years to travel and we are the first company to eliminate time share tours from our promotions.”
STATED IMPROVEMENTS FROM FIRST CLASS VACATIONS.
"We have added more reservationists, additional sales management and will be hiring trainers and csr’s. Most of our complaints come from the fact that prices in the industry fluctuate due to season plus we need to hire more customer service reps. We give full disclosure to our customers and tape record the transactions. we tell customers that traveling during peak season or holiday will be more than the price that they paid. This is how every cruise line advertises. We can fix this by explaining this in further detail. We also get complaints when people compare the price of just one cruise which will be slightly less than our travel packages which offer two cruises and a hotel stay. We can fix this by adding a longer hotel stay and taking more time to explain to customers the difference between booking a single cruise and buying a complete travel portfolio. We have also received complaints because we get overwhelmed during busy booking times. We are in the process of hiring 2 additional customer service reps.”
First Class Vacations/Firefly Travel Corp. recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s review First Class Vacations/Firefly Travel Corp. has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our review, which included discussions with Mr. Nahom, Ripoff Report is convinced that First Class Vacations/Firefly Travel Corp. is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED -----------------------------------
First Class Vacations Rip off on a cruise vacation Boca Raton, FloridaI have read all the other reports and the same thing happened to me. They called using my husbands past cruise account and I figured it was Carnival trying to drum up business after their many issues this past year. Well I am good with numbers and when they sent the information on the taxes fees and unclear upgrades I was mad at myself. Since we were going to take a cruise anyway I went through with booking. I did not have time to chase this down as full time working mom. I told them i wanted a refund or to choose my own booking and they refused. They also transferred me all over the place. The place is a total scam. Unfortunately, unless someone has the resources to go after them they will make an interesting living. This should be on 20/20.
This report was posted on Ripoff Report on 03/29/2013 03:00 PM and is a permanent record located here: http://www.ripoffreport.com/r/First-Class-Vacations/Boca-Raton-Florida-/First-Class-Vacations-Rip-off-on-a-cruise-vacation-Boca-Raton-Florida-1039124. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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