Consider the following summary of issues reported by a

Last updated: 2/14/2023

Consider the following summary of issues reported by a travel agency A travel agency has recently lost several medium sized and large corporate customers due to complaints about poor customer service The management team of the travel agency decided to appoint a team of analysts to address this problem The team gathered data by conducting interviews and surveys with current and past corporate customers and also by gathering customer feedback data that the travel agency has recorded over time About 2 of customers complained about errors that had been made in their bookings On one occasion a customer requested a change to a flight booking The travel agent wrote an email to the customer suggesting that the change had been made and attached a modified travel itinerary However it later turned out that the modified booking had not been confirmed in the flight reservation system As a result the customer was not allowed to board the flight and this led to a series of severe inconveniences for the customer Similar problems had occurred when booking a flight initially the customer had asked for certain dates but the flight tickets had been issued for different dates Additionally customers complained about the long time it took to get responses to their requests for quotes and itineraries In most cases employees of the travel agency replied to requests for quotes within 2 4 working hours but in the case of some complicated itinerary requests about 10 of the requests it took them up to 2 days Finally about 5 of customers also complained that the travel agents did not find the best flight connections and prices for them These customers essentially stated that they had found better itineraries and prices on the Web by searching by