A research on complaints of customers who buy a package tour from travel agency

Travel agencies are companies who create package tour accommodation, transportation and guidance etc. That they also bring together the services and marketing it. Combining many services of travel agencies may be caused dissatisfaction or complaints by the clients. Travel agencies that wish to survive in a highly competitive environment must take the necessary measures in order to ensure satisfaction and minimize complaints. This study is aimed to identify the customer complaints in package tours organized by a group travel agencies and to determine which issues are the most common cause of these complaints. Another aim is to figure out whether the solutions and suggestions presented by the travel agencies that are related to these complaints are perceived and whether they provide satisfaction. According to this, a survey was made with easy sampling method to the 428 customer who purchased package tours. According to the results of the study, it was found that the participants did not make many complaint because they did not believe that they considered important or would besolved but shared this situation with their relatives. In addition, it was found that the customer who did not satisfy from the complaint management process tended to turn towards a different travel agency than the ones who were satisfied. Keywords: Travel Agency, Package Tour, Customer Complaints