Supporting Your Customer
ReserveXL will handle all aspects of the reservations process.
We receive orders placed online. We collect from the customer in full at the time they make their reservation. We immediately process the orders. When reservations are confirmed, we provide a link on our web site so the customer can print their E-Ticket from any computer with an Internet connection anywhere in the world. We also send the customer an email. The E-Ticket contains complete details about the tour/activity and their booking. The customer prints the E-Ticket (voucher) and presents it when they take their tour/activity.
We strive to offer excellent customer service. Our customer service begins with our web sites. We endeavor to provide the answers to most questions customers ask in the descriptions that we provide for each tour and activity. Every page on our web site has two links that enable customers to email us with their questions and needs, and our toll-free telephone numbers are shown several times on each page. Customer Service Agents are available by phone from 8 am to midnight, almost every day of the year (only slightly restricted hours on major holidays). We have a large staff of well-trained Customer Service Agents. We utilize Reserve XL, the outstanding reservations system that Alcatraz Media developed, and each and every dealing with our customers is logged into our system – phone calls, emails, faxes, and letters. Customers automatically receive a receipt email the second they place their order. Once confirmed, the customer’s E-Ticket is automatically posted online and emailed to them. We send a follow-up email a few days before the tour/activity to make sure the customer has their E-Ticket (or knows how to retrieve it online), and we once again communicate the important information that they will need. Each customer is given toll-free numbers to reach our Customer Service Agents as well as local numbers for the tour/activity operations staff.