Mar 7th, 2007
Vacances Maestro Ceases Activities - They Forgot to Tell Their Customers
After only 3 months of operations, Vacances Maestro has ceased activities since this morning. Vacances Maestro was offering a range of vacation destinations and products with departures from Jean Lesage International Airport.
Because of that, there are actually 1645 Maestro’s customers outside the country wondering how they will get home and hundreds of customers who bought packages for the next weeks who would like to know if they will get their money back… and how.
In this kind of situation, as a customer, I always refer to the company to get information I need and to answer my questions. In fact, Maestro should give travellers all the information they need. I guess the staff of the customer service do the best they can but I don’t understand why they didn’t use Internet to communicate with their customers so far?
What should Maestro do?
They should remove the actual website and create a simple page explaining:
- The facts about what is going on with the company.
- How customers currently on a trip will get back home and what they should do.
- What will happen with the packages customers bought for the next weeks/months and what they should do.
In my opinion, Quebec Airport should also write a news on their website and even a post on their blog to give info about what happens with the tour operator or, at least, link the customers to the information given by Maestro on their website… ok, in this case it’s not possible. ; )
Mathieu, your spot on. It’s amazing how poor some companies operate when dealing with travel consumers.
Poor communication only leads to confusion, and confusion leads to more phone calls, frustrated consumers and a lot of bad press.