2. Lexington, Kentucky Going on vacation over Christmas – Caribbean We have a budget Wanted a travel agent for security Canada 1 st travel agent – urgent Said she would call back within 24 hours 4 days later – I call She was on vacation for 2 weeks 2 nd travel agent – informs me I have to have an exact location 3 rd travel agent (new location)- agrees to let me give her 2 places My budget is unreasonable, gives me a quote for 500 dollars more per person Manager

3. Why AAA Travel - With over 100 years of travel experience and relationships with quality travel partners, we've developed unique packages with inclusions and value that can't be found anywhere else. You benefit not only from our expertise, but also from the special rates, time efficiency and ultimate accountability only traditional travel agents can provide Not only do we offer our own AAA Travel Exclusive Vacations with unique itineraries and amenities you just can't find anywhere else, but we also have the clout to find you the best rates with the best value. Expedia & Travelocity

4. Your best interests are our #1 priority. We go the extra mile and do whatever possible to meet your travel needs. Moto: Expert travel recommendations based on your interest You'll get one-on-one personal attention as we get to know you and help sort through the overwhelming number of travel options. The Web is a great source of information on travel, but a professional agent can be your most effective search engine, helping you focus on your real travel needs.

5. Areas where it failed to meet customer expectations: Employee Relations Rude, acted like they didn’t care Didn’t call back Price Didn’t even do the minimum Maybe 4 th time was the charm Failed to do what they said they would (Website) Suggestions Focus a little bit more on their travel agency department Train Employees (give the customer a pickle) Secret callers Guarantee/ Match prices Mission Statement Customer surveys Service Quality Model to help focus on customer satisfaction Screen Employees for a better Fit Ex: A 19 year old wanting just a summer job – probably not a good fit Potentially Lost – 2 vacations a year for the next 30 years - 1500/person = $36000.00

6. Questions? Comparisons? New Ideas? THE END