SALES POLICIES

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• Clients are entitled to receive ER Excursions, all possible alternatives and travel conditions at the time of the request.

 

• ER Excursions delivery to the client once the tourist service or product is sold, a voucher where it describes the characteristics of the contracted / purchased service and the sales invoice.

 

• ER Excursiones promotes its tourism services portfolio, of all its destinations with its potential market, guaranteeing its fulfillment.

 

• The agency establishes the following policy as control and monitoring of sales:

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1. The Director of Operations reviews that the value of the service billed to the client, corresponds to the tourist service quoted, acquired and canceled, in order to avoid inconsistencies in the income received by the agency.

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2. Illustrate in a responsible way, the tourist destinations / products of the agency. Only quotations approved by the Operations Director or those registered in the service portfolio should be used.

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3. To demonstrate the sale status, follow-up is carried out through telephone calls to suppliers and customers, in order to verify compliance.

 

4. ER Excursiones verifies the lived experience of the clients for the purchased services, making post sale follow-up through the satisfaction surveys.

 

• The customer is entitled to a refund of a percentage of the tour sold, when:

• • The tour has been canceled with justified reason, the request will only be taken into account if the supports that justify the cancellation are received. Once the media is received, the service providers (hotels, operators, etc.) will be processed the exemption or liquidation of the penalty or differences caused by changes of dates, this procedure does not exempt the traveler or travelers from the payment of the penalty of the 10% of the total value of the tour, which will only be returned in the event that the suppliers decide to exonerate the cancellation fee, ER Excursions will have a term no longer than thirty (30) calendar days following the date on which it was settled. the request before the suppliers. The valid supports are the following:

                   1. In case of illness:

                      a) Medical disability issued by authorized medical center.

                      b) Copy of identity documents of people who do not travel.

                      c) Signed letter of the passengers informing the reason why they do not travel.

 

- If it has been canceled and / or modified without justification, the confirmed reservations can be canceled or modified according to the penalties established in the quotes and confirmations of the services, during Colombian working hours (8:00 am - 12:00 noon). : 00pm - 5:00 pm), if invoiced, the expenses generated by this will be discounted.

 

Code of conduct:

1. All members of ER Excursions must be tolerant, respectful and receptive to the requirements of the client.

2. Promote, equitably, the tourist products of the agencies, according to the requirements of the clients.

3. They must have equality in dealing with the client, without distinction of race, sex or disability status.

4. They should prevent and report suggestions on the issue of sex trafficking and human trafficking.

5. Vulnerable moods should not be perceived by customers

6. The perks or hidden incentives of some suppliers are not allowed in the agency and do not influence the promotion of their products.

 

Objectives: To facilitate the purchase of tourist products for our clients.

Indicator:% of sales of tourist products.

Goal: Compliance with 90% of the estimated budget per month.

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LOYALTY POLICY

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External:

• Provide products and services that fit the client's profile.

• Achieve a close imagination of the destinations in view of our customers, through personalized advice.

• Permanent management contact with clients, via telephone and in person.

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Internal:

• Have a good working environment to achieve the approval of employees.

• The collaborators are guaranteed all the necessary resources for the execution of their tasks and excellent physical conditions.

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Objectives: Maintain a portfolio of clients with stable purchases.

Indicator: Desertion: Defected clients / total of clients.

Frequency = Semiannual

Goal: 5%

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WARRANTY POLICIES

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• Endorse the tourist services sold, through a comprehensive selection of suppliers.

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• Respond effectively, before the clients, when there is an inconsistency in the service.

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• Promote good communication with clients in situations presented, discrepancies in the service, response to a PQR or the service of a provider.

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• For the reception of complaints, suggestions and complaints, ER Excursiones has different means of communication such as telephone calls, emails and satisfaction survey, for ease of expression of the clients.

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• The complaints and / or complaints reported by the clients, will be treated, to give a solution in the event of a breach, by the Agency or Agency provider. The stipulated time to respond to the client's request is 15 business days.

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• ER Excursions, works with recognized suppliers and experienced in the tourism sector, to provide security to customers.

 

Objectives: To promote good communication with clients in the complex situations presented.

Indicator:% satisfaction with the treatment of PQR

Goal: 90%

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PAYMENT POLICIES

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• ER Excursiones accepts payments only in national currency and the client can make the payment by different means, such as: cash, electronic transfer, bank deposit, debit card or face-to-face credit card.

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• Only companies that have applied for a quota before the agency will have credit and will be given 15 days of term those that have been approved and send a letter of responsibility signed by the authorized person.

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• The reservation is not guaranteed for services that have not been canceled on the stipulated date.

 

Objectives: Maintain an optimal policy of collections in service payments.

Indicator:% planned collections

Goal: 9