Reply from Exodus
We would like to thank David for his review and are very glad to hear that he was happy with his Exodus trip to Bosnia overall; however, we were sorry to read that he felt this was let down by the service he received following a flight delay on his return journey.
In the event of flight delays or cancellations, it is the airline’s responsibility to inform customers directly of the disruption to their flights and to provide information, a new flight if necessary, and accommodation and food/drink should this too be required. We understand that the airline held David’s ticket for his delayed flight and so there wasn’t a need for Exodus to become involved; we would note, however, that should airlines fail to fulfil their obligations Exodus are always prepared to step in and ensure that our customers are able to catch a flight to their destination in a timely manner. We are happy that, on this occasion, David was able to take his scheduled flight home, but are sorry for the delay he faced and any stress this caused.
We have been in direct contact with David and have assured him that our out of hours service are fully able to access customer records, and we are confident they were able to do so in this instance; however, they are not able to access the customer records held by the airlines we use to provide more comprehensive updates than those given by the airline to passengers on the ground. We have also outlined to David how our out of hours team are able to directly contact senior members of Exodus staff as part of our emergency management process, which we feel is an appropriate and efficient way to ensure that any emergencies are identified and handled with urgency.
– Vivien Urban, Exodus Product Manager