Time to tell us what you think

Chat with local friend in China

We’ve just launched an exciting initiative for the first few months of 2014.

As part of our commitment to our travellers, Intrepid is undertaking an independent assessment of the strengths and weaknesses in our customer service and relationships. We’ll be conducting an independent and in-depth survey of the service levels we provide to you.

We’ve enlisted the consultancy ‘Investor in Customers’ to understand what we are doing well and what we need to do better.

One key component is that in early February we’ll be sending out an online customer questionnaire. If you receive an email asking for your participation in the survey…we’d really appreciate your feedback.

The questionnaire takes less than ten minutes to complete and your feedback will remain anonymous. We’ll be listening, so it’s your chance to tell us what you really think!

About the author

Ben Roseveare - Ben is UK and Europe Marketing Director for the Intrepid Group. His passion for adventure travel has led him all over the world, from the icebergs of Antarctica to the wilds of Africa. His other passion is putting customer service at the centre of everything we do!

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14 comments

Ted Clark Tony ,Pam Strang / Reply

Wonderful trip Saigon / Hanoi , late July aug. with Ha Pham he made us all comfortable and safe and got on well with everyone, also your trips seem to attract clients who are happy to go with the flow and mix well which makes you feel you got good value from the trip. TVKT1406252 trying to decide on trip no 3

elaine and vern faggotter / Reply

Thank you Intrepid for such a wonderful tour of Laos in April May 2014. Our small group was very compatable and our guide Siriat Kartarthong (Rabbit) was perfect. Her knowledgable friendly manner made our trip so enjoyable. We are planning our next trip already, so if you have any to South America please let us know.

Hi there. I am travelling in North America and spending time with our sales and marketing teams in Petaluma, California and Toronto. My personal view is that blog content should largely be left alone and be allowed to be what it is – but I just wanted to chip in quickly on a few of the comments raised.

Intrepid ‘feel’ is undoubtedly our strength and Judith is right that we must keep what is special and important as we grow. On the whole we have done this. Having personally worked in ‘adventure travel’ for 20 years now it is amazing how companies like Intrepid have grown. For me it is rewarding to know that so many more travellers now really see, understand and interact with people, cultures + landscapes … when they travel with operators like Intrepid rather than the big resort based operators. We will stay true to this ‘feel’.

The website is improving. We’ve built a lot of the functionality back in again on the new designs and platforms. Importantly we will have customer feedback live again at a trip level in the next few months. There is no better way of knowing if a tour is going to be right for you than reading the first hand feedback of our other travellers. I agree!

Heather – sorry! Not sure what happened here. Exactly the sort of feedback we want to do something about this year.

Peter – more of our travellers come from different countries compared to the early Australian focused days. It’s great that travel agents such as Flight Centre and other intermediated partners want to promote our style of travel. It’s a better way to travel. The challenge is to manage, nurture and build the partnerships carefully.

We’re listening. We will have thousands of you across the globe telling us exactly what you think this month. I can’t wait.

All the best + happy travels
Ben Roseveare (who is travelling at the moment but just sent in this feedback.)

The auther of this blog – Ben Roseveare said at the start ‘His other passion is putting customer service at the centre of everything we do! ‘

Bearing that in mind I am surprised he has not responded to the 6 of the 9 replies that I considered needed a response from his company.

Quick personal follow up from me. Our detailed customer questionnaires go out to all regions and segments of our business next week.
I am excited about the feedback that we will get – both good and bad.
I believe that it will help us change and improve where we need to.

I have always personally believed that blog content should be relatively free from company (corporate) communications.

But in this case I think you are right so I’ll get a response on there.

I trust all is well with you and we’ll make sure we include you in the ‘investor in customers’ questionnaire.

Best regards

Ben

I have participated in intrepid trips to Spain, Turkey, India and East to West coast of USA. Of these, the first three ‘felt’ like an intrepid trip but the USA one, despite a very good guide, did not. I feel like things are getting too commercially big and the essence of Intrepid is moving to be more like other company trips, which is a shame.

Intrepid’s ‘feel’ is it’s strength, it is what has motivated me to choose Intrepid. I especially liked the less usual experiences provided along with the must do ones, also the rigor of guides not accepting commissions and knowing that I would not be ripped off on shopping expeditions, for authentic meals etc. different, real, good value and special. Don’t lose this! don’t get too big and greedy. If you lose what makes you special you may lose customers.

I too preferred the earlier website as it was easier to quickly find what I am looking for. Less frustrating. I actually emailed that feedback when the newer version appeared.

I would love to tell you about my intrepid travelling experience, but I couldn’t get on the tour. The Intrepid consultant spent a lot of energy telling me why missing the booking deadline (by half a day) made it too hard to book, instead of attempting to find ways to make it happen.
Please, if you put book by dates on your web site, make it clear that the booking has to occur before the, not close of business of the date.

Have not traveled with you – all my trips have been done solo – doesn’t mean I’m not interested but I’ll bet that I might not be a welcome addition as I am 81 – still maybe. Earlier this years did a transatlantic (my 6th)to Barcelona with my step-daughter. I will willing take a survey though. Thanks

I’ve done one trip so far with you guys and had the time of my life! :) I’d gladly fill out the survey; send it to me when ready!

I have gone on more than 30 adventure trips, five with Intrepid but they only show I have done one even though I went on a trip in 2012 that was after the trip that they do show. They have lost their way with the customer. Selling their trips through other companies that don’t care either is not the way to go. Intrepid has good trips at low prices and should promote their trips with their data base of previous customers and offer discounts to them instead of commissions to other companies.

Love the ‘Intrepid’ way of travel. Have done SE Asia and India with them.
My only 2 real gripes are:
iNTREPIDS inability to answer my queries on upcoming trip, by not answering emails.
Maybe me, but I am unable to find any real reviews on Intrepid Trips. Perhaps there should be a place on their website for people to post reviews so we can all get a, hopefully, balanced view.

Will happily complete survey- have done 32 trips with Intrepid…so far! Love Intrepid!!
Send it to me when it’s ready.

Lorraine Thornley / Reply

I love travelling with Intrepid so much i have done 9/10 trips with you, however the website changed some time back and i now find it very hard to work with. I spoke with my travel agent about this problem and she agreed with me completly. Can we PLEASE get back to the way it was.

hi there, just got back from Thailand family trip. we were the only family which was disappointing. we loved moving around to different places, but we were disappointed that the guide could only mainly point out the markets and shopping centres. Unfortunately we didn’t click with the guide and particularly didn’t appreciate her tone of voice when we did something wrong (my kids just closed down from her). in the end we just did our own thing and she was really just someone who organised the transport and timing. LOVED the holiday regardless but really it could have been something we could have done on our own. I had done two previous intrepid trips, one way back in the early days, and that’s why we chose to go with you guys; however, I don’t know that I would again. Keep up the good work though!

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