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Our Customer Service Guarantee
At TheBigDay, we're committed to exceptional customer service, and we're proud
to have been the winner of one of the Better Business Bureau's
Business of the Year awards in 2004.
We want you to be able to work with us on YOUR time, and to have a choice in how to communicate with
us--by phone, website, or email.
We believe that relationships with real people are important.
When you send email to , you'll
get a response back from Linda, Courtney, Michael, etc., with their direct email address to respond to. When you
call us and talk to one of our travel specialists, they'll give you their direct toll-free number
so that next time you call, you can talk to someone who already knows you and what you're looking for.
While we think our "on hold" music is fabulous, we also don't think you should have to listen to it! We staff
up for busy seasons so that you'll nearly always get a real person on the phone right away.
We have expanded hours to make sure someone's here when
you're likely to call, but you can arrange for after-hours times to talk to a travel specialist if you need to. We check
our emails in the evenings and on weekends so we can take care of emergencies for our customers.
If you need help finding or fixing a photo, we'll do that for free. If you mistype your email address, and we can figure
out how to fix it, we'll do so and resend any email that bounced. If you need travel help that we simply can't provide,
we'll give you advice on who else you can talk to.
We Guarantee:
When you contact us, we'll respond within one business day.
(More likely, it'll be within an hour, but we'll promise you at worst it'll be a day.)
When you send us a travel request, we'll respond within one business day with BOTH an email and a phone call.
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If for any reason you don't feel we're living up to our reputation or our guarantee, our CTO, Michael Cottam, wants
to hear from you.
Please email Michael directly at and let him
know how you feel. Making every single customer so pleased with our service that they tell all their friends is at the
very core of our business philosophy.
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