Apple Vacations

CUSTOMER CARE TIPS Situations that Create Customer Care Issues and Ways to Help Prevent Them • Recap documents and invoices when you receive them. Don't let mistakes get by. • Develop a form that clearly denotes the level (if any) of AV-OK purchased, and make sure your clients understand the consequences of each. Ask them to sign or agree to electronically. This should also be used for passengers who turn down any level of trip protection as well. • Understand that vouchers, whether they are 'good will' vouchers issued for a previous issue, or AV-OK vouchers issued for a previous cancellation, cannot be redeemed for cash, and are non-transferable. Vouchers expire one year from issue date. • Pay attention to "FSN's" you might receive via email at any time prior to your passenger's departure. This is how Apple Vacations will notify you of a flight time change! It is extremely important that you read each and every email you receive from Apple Vacations. • Make sure your passengers know their flights, flight times, departures, etc. • Please ask/remind your customers to always check the status of their flights the night before departure. • Children's passports are only valid for 5 years. Please remind your passengers traveling with children to check the dates on their children's passports. • Passengers traveling internationally are expected to be at the airport check-in 3 hours in advance of their flight. Customers are not permitted to check-in less than 60 minutes prior. Please make sure your customers understand this and allow plenty of time. • Please ask all of your passengers to use a TSA luggage lock. Or better yet, buy a bunch and give them as gifts to your good clients. They are often less than $5 each, and are lifesavers. FYI - you would be amazed how many people still pack medications and valuables in their checked luggage. Please caution them about this, as that may be the bag that gets lost. • Please qualify your Square Deal customers! If they are making requests for certain floors, honeymoon, special needs or handicapped facilities, etc., they should not be booked on a Square Deal. These requests cannot be taken for Square Deals, and only lead to upset customers when they are not fulfilled. • Set proper expectations. For instance, customers can expect a dress code in 99% of the resorts we sell–please advise accordingly. Usually, even if they arrive early in resort, they may not get their room until 3 PM–we recommend packing a swim suit, etc. in their carry-on. • Please be sure to advise your clients to look for the appropriate ground handler in some of our smaller destinations where Amstar is not present. For example, when vacationing in Costa Rica they should look for Swiss Tours upon exiting the Airport, in Panama they should look for Gamboa, etc. For a complete list of ground handlers and their local numbers by destination, please refer to the passenger documents, or the following link; www.applevacations.com/representative • As a normal procedure, clients' return transfer will generally pick them up 4 hours prior to departure. They must check with their Apple Reps for the exact time. • When our documents state "transfers included", it means directly in the area of the destination. In other words, Cancun–Cozumel/Isla Mujeres and Punta Cana–La Romana transfers are not included in the package price. Any transfer required to take passengers out of the direct vicinity of the airport in which they landed requires a supplement–please read the pop-ups at the time of booking. • BAGGAGE FEES! PLEASE CHECK BAGGAGE FEES ON THE FOLLOWING LINK: www.applevacations.com/customercaretips Please note that all flights are not charter (Exclusive Vacation or Best Value flights), and some charter flights do have baggage fees. If your customer's documentation includes a record locator (looks like a confirmation number or record locator on their e-docs, i.e. "Record Locator CHCPLI"), they are on a scheduled flight and baggage fees will likely apply. This link is easily found on the Apple Vacations website and is updated regularly. Please share this with your clients ahead of time! • Please urge all passengers to bring their complaints back to you directly post travel, should they have any. Very often passengers bypass the very person they used to book their trip. • E-Docs, be sure to check all the valuable information available and let your clients know how to access the links on the right side of the E-Docs • Apple Vacations Customer Care is here for all of your post travel issues or concerns should you have any. Please feel free to contact us at customercare@applevacations.com or 1-800-727-3400 x 5284 Monday – Friday 8 AM – 5 PM EST and one of our Customer Care Specialists will be happy to assist you! 11

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