LCC GROUP PITCHING

H.O.D: Assalammualaikum and Good Morning Everyone.

I am Miss Mimi from the Head Quarters Of Baraqa Travel Agencies.

Fizul & Arif: Waalaikumsalam and Hi Miss Mimi.

H.O.D: Alhamdulillah, it is suh a pleasure to meet everone’s here.

I think everyone’s here are able t guest why are we having this immediate
meeting right?

Fizul: Yes, Miss.

H.O.D: So, Bismillahhirahmanirrahim, let’s start the disscusion. I was hoping that
we will find the solution regarding on the issues at the end of our
discussion.
So, i am passing by this field to Mr Fizul as a representative of our Area Manager
and our supervisor incharged in Kota Bharu Branches.

Fizul: Thankyou Miss Mimii and Assalammualaikum Everyone.

So, regarding on the first issues that goes viral lately in our organization,
we have received several complaints in our sent by our customer service e-mail
and website and were also receiving it by a form filled by the customer in our
branches.
With all the respects, i passed to Mr Arif as a branch manager to list all of the
details of the complaints.

Arif: Alrigh then, lately we are having booking and reservation issues on our
website. Which is this problems as in technical glithes in the booking
process that affects the booking to be duplicate, incorrect details booking or
reservations and cancellation and refund problems.
Despite all that, based on customer feedback, the website goes down
and disseppearing the details in a middle of all of the transactions of activity were made
on the website.

Fizul: As from the observation made from the reports of IT Department, heavy
traffic of booking during promotion and school holiday frequently
happened and taking much longer time to fixed it.

H.O.D: Due to this first issue, technically must be referring the case to IT Department.
As an immediate solutions is we are preferring the customer service sections to receive the
booking manually through a phone call or is there is problems occur due to refund process, can
be followed up trough the emails.
 Other recommendations would be suggesting IT Department or our
web developer to schedule the website maintenance everyday on 12.00 a.m. to fix the
bugs.

Fizul: Yes Miss, wil take it as an action.

Arif: The next complaints are regarding on th promotion advertisement

promoted. Customer stated that we are having false promotional
advertisement as the price include in the illustration materials were having false
promotional advertisement. There are an additional fees as in total in billing.

Fizul: As be seen in the poster, they have lack of information as the poster
misleads clearer terms and conditions due to this promotion.

H.O.D: As we all knows, anything that related in terms of financial is the most crucial one
as it might affects our companies in total. It might also lead to serious legal consequences for
our business. So, in order to avoid it, any material information must be disclosed properly before
it will be distribute and posting it to the public.

Arif: Alright Miss. Next is regarding on Misrepresentation of itinerary. Several

customers have expressed dissatisfaction with the accuracy of the provided itineraries. As a trip
from Kuala Lumpur To Phuket Thailand past few days, there is a time delays by the third party
vendors which involving the transportation providers and activity organizers.

Fizul: Lack of communication between our agencies and the third party is the factor for
this issue to be arised. I think we need to appoint a person to be specifically incharged on this
matter.

H.O.D: Yes, I am thinking of the same ideas too which to appointed a person to make
the third party vendor easy to lies with if there any problems occur.

Arif: We also have received a feedback regarding the issues in context of

Accommodation complaints which about the cleanliness of the rooms.
In the video of the complaints, can be seen there is a comforter which look dirty
and smelly as said from the customers.
later, a customer told me that when he was interested in making a reservation, the pamphlet we
distributed was written and ready with pictures, tourists would be able to bathe in the hotel's
swimming pool, but when they arrived at the promised hotel, apparently the hotel did not have a
swimming pool as in the picture in the pamphlet

Fizul: Subpar quality of accomodations includes cleanliness were mentioned in

complaint as the isnuffiecient training of workers affects lack of robust quality assurance
process to ensure that services meet or exceed customer expectations. There was
misrepresentation was due to incorrect information from a service provider by hotel, Our agency
employee do not make sure exactly by doing a site visit at at the hotel that has a memorandum
of understanding with our agency and clarify contractual agreements to ensure accurate
representation of amenities in promotional materials.

H.O.D: Due to that, we have to provide comprehensive training to employees. I believe

that if we are able to provide ongoing training opportunities to them, able to enhance their skills
and this problem can be solved. Accurate and detailed information must be providing about
accommodations. We also must address and rectify any discrepancies between advertised and
actual facilities.

Arif: Another complaint received was about the scammer, they are using our logo to
manipulate people as an agent of our companies. Due to this, few victims of the scammer were
receiving the emails that needs them to confirmed an email with a complete sketch of their
booking details including their personal information such as Identity card number, Full Names
and Phone Number as well as their email address.

Fizul: Scammer is constantly finding new ways to operate their carried out their mode
of operation to scam. They were also using a phone call,and social media accounts. The factor
of being scammed is because of the customer itself has lack of awareness to differentiate
between the scammers and an official accounts.

H.O.D: I am suggesting to increase as much as possible our multimedia department to

sort and report all of the fake accounts made and continue to spread awareness thru illustration
material such as posters and any related material used.

I think we have reached into our objectives of this meeting which to solve on
rising issue in order to improve customer satisfaction for the succeed of our company.

Arif: Last complaint also that when customers finally got to the location we had promised in the
package, it was raining heavily, and they were forced to stay in their hotel room. This meant that
their time had been wasted and they were unable to visit the location as specified in the
package.

Fizul: We lack a backup plan and have included activities in the itinerary that can be done in
poor weather, so we need to give customers options for indoor activities or experiences that are
not dependent on the weather. our agency does not establish good relations with local hotel
owners, museum directors or beach resort owners for example.

H.O.D: We must create a crisis management plans and procedures to ensure that these plans
cover a wide range of potential disruptions, including natural disasters, strikes, and other
emergencies. To improve our ability to respond to crises, we also need to build effective
channels of communication and work together with pertinent emergency services, local
authorities, and other stakeholders.

Fizul: Thank you for your time Miss Mimi and Mr Arif. If there is any further inquiries
can keep us update in our whatsapp group instead. And without any further due, i think we can
dismissed this meeting. Thankyou everyone.

Arif: Thankyou.