Excellent Tour-planning Experience with China Odyssey Tours

Dear Sir or Ma'am of China Odyssey Tours,

For several weeks, I have been been working with Sophie Lu, one of your China Travel Consultants, on a very ambitious 24-day trip to China. As I mentioned above, I will not be able to book this trip at the present time. However, even though I won't be using your travel services at this time, I wanted to provide you with some feedback and comments and my experience with China Odyssey Tours in general and Sophie Lu in particular.

First, let me commend you on your web site -- it is fabulous. Well organized, easy to navigate, and has mountains of valuable information. While I was struggling to define my itinerary, I spent hours going through your standard tours and city and area information. It was absolutely invaluable. The ONLY complaint I had was I couldn't find the email address for the President or CEO when I wanted to send this note -- which is why I am sending it through Vera, your Customer Service Manager.

Second, what can I say about Sophie? She was incredible. From the first email I sent she has been very responsive, generally getting back to me within 24 hrs, or telling me why there might be a delay (such as during the New Year's holiday period). Her English (at least written, since I have not spoken to her directly) is very good and easy to understand. When I asked questions she gave me good, straight forward responses and answers -- and often volunteered extra information that made it easy for me to figure out my trip. She was very proactive, and when I didn't response immediately she always followed up with a re-transmittal of the information to make sure I had gotten it. I especially appreciated her expertise, knowledge and candor about what would or would not work in planning the trip.

By the end, I was extremely comfortable with the itinerary, and more importantly with the professionalism of China Odyssey Tours (and Sophie). Sophie is a real jewel, a terrific travel agent who clearly is customer focused, highly knowledgeable, and very proactive and responsive. I feel terrible that after all the assistance she gave me that I will not be using her services at this time. But rest assured, if I have future travel requirements in China she (and Odyssey Tours) will be the first I turn to for support. Please congratulate or recognize her for her efforts on my behalf -- and while this trip may not have been completed with Odyssey Tours I have become a huge fan of your professionalism.

To this end, I am going to post reviews on some of the travel sites (such as Trip Advisor) of Sophie's (and Odyssey Tours) services and will provide a strong recommendation that people turn to you for planning their trips to China. And she will stay near the top of my rolodex for future China travels.

Again, I am very sorry after all the work Sophie put into helping plan this trip that I cannot execute it with her. But this in no way should be a reflection on her or your company. She was absolutely wonderful.

Sincerely,
Dr. James B. Cross
From Springfield, Virginia, USA
(March 22nd, 2010)

To my great Travel Consultant －－Sophie,

I write this email with a heavy heart, in many different ways. After the numerous emails we have exchanged I feel like you are more "friend" than "travel consultant." You have been absolutely wonderful to deal with.

Unfortunately, I am not going to be able to complete this trip arrangement with you right now -- for several reasons, none of which are anything over which you have control I feel terrible about this, since you have provided such terrific assistance and advice in putting this trip together. But don't throw it away -- I may need it later or even for friends.

After spending so much time helping me, I know you are disappointed, and I am very sorry for that. I wanted your supervisors and President of China Odyssey Tours to know what terrific service you had provided, so I send the Customer Service lady (Vera I believe) an email (which I have included below). The words in the email are no exaggeration, and I have told many people I work with about the excellent planning service you provided.

But even more so, I will provide reviews on Trip Advisor about this.

I'm so sorry it didn't work out to completion, but I want to express my heartfelt appreciation for the warmth, courtesy, and expert knowledge and skills you demonstrated in working on this itinerary.

Thank you SO much!
Jim Cross

(March 22nd, 2010)