We are veterans of two tours on RS and had another (4 of us) scheduled in May to Italy. Despite the turmoil and confusion to all I must say the people at RS handled communications with us remarkably well. They returned our call the next day and answered our emails pretty promptly considering the circumstances and offered us a variety of options. We opted to cancel and use our deposit towards another RS trip later this year or more likely in 2021 or 22.
They were patient with us on the phone as they explained various options and promptly processed our cancelation. Far better than some airlines and other tour companies similarly stressed. I must say that I feel more RS loyal than ever before. I wish the employees of RS the best as the navigate their way through this dreadful situation.
Posted by
Almost Heaven
3135 posts
It's called character and it's good to see RS and his team have it.
They also want your business in the future, so customer relations is wise during a semi-crises such as this.
Posted by
Corvallis OR
7170 posts
Far better than some airlines and other tour companies similarly stressed.
Not exactly a fair comparison, considering that RS Tours is actually a pretty small operation compared to the airlines, cruise lines, and large tour companies like Globus, etc. RS may have a few hundred people (if that) calling to cancel and reschedule tours, while airlines and others have thousands. Not excusing bad customer service but this is a unique situation.
Posted by
Ontario, Canada
5498 posts
Nancy, it's a point well taken that scale of operations is a factor; especially when it comes to the speed of refunds or future credits. But even the biggest air/cruise/tour company agents deal with the public one person at a time. Patience, the correct explanation of available options, patience, a friendly manner, and did I mention patience, can do so much to alleviate the stress that travellers have found themselves dealing with recently. I'm glad that the RS team continues with their fine tradition of excellent customer service.
Posted by
Cape Cod
144 posts
From what I heard and read RS company employees are doing a super job handling all the questions, cancellations and reschedulings. I can only imagine how busy they all must be these last couple of months and at the same time most must have families at home with their own needs... you will all need a vacation when this is only a very bad memory.... The virus is just hitting the East Coast and everything is shutting down.. Rick and this team has been dealing with it a lot longer..
Thank you RS team for doing a great job under most difficult circumstances...
our tour isn't until late August..I am hopeful we will get to go..
*Thanks again... *
Posted by
OP
106 posts
Nancy, In the past week I have unwound a score of reservations from organizations large and small. None have been as responsive or sympathetic as RS. None spent the time to listen to me and provide options and patiently answer my questions. Just my own experience and I get nothing from RS for saying that that. Your angry reaction hints of some bad experience with RS which is fine but mine was terrific.
Posted by
Sapulpa, OK, USA
6553 posts
I just read today somewhere on this Forum (Rick's blog, maybe?) that RSE has 100 employees.
Posted by
Mayberry on the Willamette
357 posts
Your angry reaction hints of some bad experience with RS which is fine but mine was terrific.
I didn't get that from Nancy's comment. IMO what you are seeing is a culture difference between a smallish company & and multinational company. Being small it is easier to flip on a dime and execute. But i think the big thing that comes through with RSE is mutual respect. The employees are told (like the guides) to make a good decision. The autonomy is empowering. Compassion in a hard time is difficult to achieve. I think people calling in to change & cancel are witnessing years of RSE treating employees like adults & making good decisions
*I will be calling next week to change dates on a Paris trip.
Posted by
Edmonds, WA 🌨 ☂
11953 posts
I just read today somewhere on this Forum (Rick's blog, maybe?) that RSE has 100 employees.
I count 110, (but I just finished my Saturday night adult beverage)