Introduction

At AirGroup, a service of FareHawker Online Services LLP, we believe in continuously improving our services by listening to our customers. We understand that group travel can be a complex process that involves coordinating many different aspects, including booking, transportation, accommodation, and logistics. Our goal is to make group travel as smooth and hassle-free as possible.

This comprehensive guide is dedicated to providing you with everything you need to know about giving feedback for AirGroup. Your feedback helps us enhance our services and maintain the highest standards. Whether you're a first-time customer or a repeat traveler, your experience matters to us, and we want to ensure we keep getting better.

Why Your Feedback Matters to AirGroup

Feedback is not just about collecting opinions; it's about making improvements and offering our clients a better service experience. We at AirGroup value your input because it directly helps us to:

• • Enhance Our Services: By listening to your experiences, we can identify what's working well and what areas require improvement.
• • Train Our Team: Your feedback helps us train and motivate our team members, ensuring they meet the highest standards of customer service.
• • Develop New Features: Based on your suggestions, we can develop new features, services, and products that better align with your needs.
• • Ensure Customer Satisfaction: Your satisfaction is our priority. By addressing your concerns and acting on your feedback, we ensure you have the best travel experience with us.

How to Provide Feedback to AirGroup

Providing feedback to AirGroup is a simple process. You can choose any method that is most convenient for you, and rest assured, we will consider each response carefully.

• 1. Online Feedback Form: We have a dedicated feedback form on our website. This form allows you to provide detailed feedback about your booking experience. Whether you’re providing feedback about your flight booking, travel arrangements, or the service you received from our customer support team, the form ensures you can express all your thoughts and suggestions in one place.
• 2. Email Feedback: If you prefer, you can email your feedback directly to our customer service team. Simply write to us at our official email address with all the relevant details such as your booking reference number, travel dates, destination, and specific feedback about the service. This allows us to understand your experience better and tailor our responses accordingly.
• 3. Phone Feedback: For urgent matters or if you prefer speaking to someone directly, you can contact our customer support team via phone. Our representatives are available to take your feedback, answer your questions, and assist you with any concerns you might have about your recent experience with AirGroup.

What to Include in Your Feedback

To help us address your feedback effectively, please make sure to include the following information when providing your feedback:

• • Booking Reference Number: This is a unique identification number for your booking. It allows us to pull up your reservation and assess the details of your trip. Including this will make it easier for us to review your booking quickly.
• • Travel Dates: Let us know when you traveled with us. This helps us determine which flight, hotel, or travel services were involved and provide context to your feedback.
• • Group Size: Please specify how many passengers were included in your group. Larger groups often have more complex needs, and we can address specific group requirements based on this information.
• • Destination: Your destination(s) can provide us with additional context, particularly if you encountered any issues at airports or with other services during your travels.
• • Specific Feedback: Please describe in detail your experience. Whether you had a positive experience or you faced challenges, sharing your specific thoughts helps us improve. Mentioning particular services, such as flight bookings, customer support, check-in process, seat selection, baggage handling, or any other aspect of your journey, can be extremely helpful.

How AirGroup Uses Feedback

We actively use the feedback provided by customers to enhance our services in various ways:

• 1. Improving Service Quality: All feedback is reviewed thoroughly by our team. We assess common concerns and recurring issues to identify patterns and prioritize areas of improvement.
• 2. Training and Development: Our customer support and service teams are trained based on customer feedback. If certain aspects of service, such as communication, timeliness, or professionalism, are highlighted in the feedback, we work with our teams to enhance these skills.
• 3. Optimizing Processes: We continuously refine our booking processes, check-in procedures, and post-booking support based on the feedback we receive. Whether it’s making the website more user-friendly, improving communication during booking, or streamlining the group check-in process, we are committed to optimization.
• 4. Creating New Features: Suggestions from customers often lead to the development of new features. For example, if there’s demand for a particular service such as customized seating preferences or enhanced baggage handling, we work on adding those features to improve customer satisfaction.
• 5. Addressing Negative Feedback: While we appreciate positive feedback, we also take negative feedback seriously. If you’ve had an unpleasant experience, we will investigate the issue, work to resolve it, and ensure it doesn’t happen again. We may contact you for more details to understand the situation better and make necessary changes.

Privacy and Confidentiality of Your Feedback

We understand that your privacy is important. Any personal information shared with us through the feedback process is handled with the utmost care and confidentiality. Your feedback will not be shared with third parties, and it will only be used to improve our services.

Rest assured, we will not use your personal information for marketing purposes without your consent. We are committed to complying with data protection regulations to safeguard your information.

Feedback Response Time

We aim to acknowledge and respond to all feedback within 2 business days. The exact response time will depend on the complexity of the feedback and the need for further investigation. For more complex issues, it may take additional time to resolve.

We strive to ensure that every piece of feedback is addressed thoroughly and that we take appropriate action based on the information provided.

Common Feedback Categories

Here are some common categories of feedback that we receive from our clients:

Conclusion

At AirGroup, we truly value your input and aim to create a service that meets your needs and exceeds your expectations. Whether you've had an amazing experience or encountered challenges, your feedback allows us to grow and improve.

We encourage you to take a few moments to share your experience with us, whether it's positive or constructive. Our team is here to listen, learn, and ensure that your next journey with us is even better.

Thank you for choosing AirGroup for your group travel needs. We look forward to hearing from you and continuously improving our services based on your valuable insights.