SERVICE CHARTER This is our promise to all our clients... Welcome to Business and Leisure Travel where our single focus is to provide the best customer travel service in Australia. Our relationship with you is an essential part of everything we do. Our Promise We will greet you with a smile, introduce ourselves and make you feel welcome. We will be courteous, well presented, professional and helpful. We will listen, ask questions, and find out what you need before we recommend anything. We will not interrupt our conversation with you unless it is to call a travel supplier on your behalf. We will provide information that is relevant, accurate and up-to-date We will use plain language and not talk in travel “jargon”. We will ensure you can contact us in an emergency “outside office hours”. We will actively address your diverse needs and recommend travel products best suited to you. We will advise you about other additional service options that might suit your needs and advise you of the costs. Our information will be accessible, clear, well presented and comply with all relevant legislation and government standards. If we make a mistake we will apologise and fix it. If a travel supplier makes a mistake we will sort it out for you. We look forward to welcoming you home from your trip and we want to know how it all went. We will keep in touch with you – we want you to consider us as YOUR travel agent.