Treat customers in a personalized polite and warm manner Ask relevant questions to fully comprehend customer’s requirements Bring forth an immediate implementable solution for the customer Enquire about and sort out any problems or concerns Ensure your availability to see to customer’s future needs Realize customer satisfaction
Our goal is to provide you, our customer, with a quality experience, meeting or exceeding your expectations, with every experience you have with us. We want your experience with us to be so pleased that you are eager to refer us to others. We view the opportunity to serve you as a privilege. We operate in a competitive environment and understand that you have options. As employees, one of the greatest rewards that we experience at work is a kind and appreciative comment from a customer. The quality of your experience is proportional to the quality of our efforts. As such, we view our relationship with you as a shared experience.
Our staff are committed to promoting the visions and values of our organization and to delivering the standards contained in this policy.
• To us, the safety and security of our passengers and clients are of paramount importance.
• To ensure that all public contact with Fida Tours, from hearing about our work to travelling with us, is met with the highest standards.
• To provide clear and efficient lines of communications to all.
• To provide accurate information and promotional material about our work and to publicize and market our work to the widest possible audience.
• To be active in the promotion of customer feedback, listen and respond accordingly and monitor standards.
• To encourage customers and the local community to enjoy a closer relationship with Fida Tours.
• To provide suitable and adequate staff training.
• To exceed customers’ expectations and encourage their return to Fida Tours.
• To be an example of the arts for excellent customer care.
Up-to-date, Unbiased Information and Advice
The information about Dubai travel that we provide will be as up-to-date, accurate and objective as we can make it. Also, it will be completely honest. If something isn’t as good as it should be, we’ll tell you – we don’t want you to be disappointed. If you want very specific information, we’ll try to find it for you.
Close Contact and Quick Response
From the first time you contact Fida Tours until your arrival at your destination, we’ll be on hand every day to provide information or respond to your queries.
Our standard practice is to immediately answer phones and reply to e-mails within a day. If it’s a complicated matter, we’ll respond immediately to tell you how long it will take. Throughout your stay in Dubai, you’ll be able to contact our head office in the city from early to late, Saturday to Thursday.
We apply a standard margin to all our tours. The amount we add is calculated to cover our costs and generate a modest profit. This applies to the agreed itinerary only.
If you ask us to make hotel or flight bookings only, the prices we quote will always be competitive and fully inclusive of all taxes and service – no hidden ‘extras’. If you want to visit workshops or commercial outlets, there will be no obligation or pressure for you to buy anything – we don’t make deals to receive a commission.
If you wish to contact Fida Tours regarding matters about the service the company provides you should, in the first instance, contact the relevant branch either by phone or email. Contact information for all branches is available on Fida Tours’ website https://www.fidatours.com/
Fida’s main office in Dubai is reachable on the telephone number is +971 564039555 and calls will be directed to the relevant person
Alternatively, please contact by e-mail at email@example.com Or visit our main office in 1st Floor Shams Media Building, Media City Sharjah-515000 UAE
Should your experience with Fida Tours meet or exceed your expectations, then please, let us know about it on our official website (www.fidatours.com), post on our social media profiles, and share your comments with others.
If your experience with us has not met your expectations, then please let us know. While we work hard to ensure that you are happy, we may occasionally fall short. If we do, then we ask that you let us know about it, and give us an opportunity to make it right. We hope you find this to be a fair approach.
Whilst we take great care to ensure that we provide all our services efficiently, courteously and to a high standard, we accept that complaints may be made. A complaint is a valid expression of dissatisfaction and however, it is made, by email, telephone or verbally, we will investigate it and use it as a means to improve our standards of service.
If at any time during your experience with us, you are not happy with the levels of service we provide you, please contact us immediately and we will try our best to resolve your complaint straight away so your experience is an enjoyable one.
You can register your complaint in person, by telephoning the company or by e-mail. All e-mailed complaints will be dealt with by our General Manager or the person they feel can best respond to your concerns. We will acknowledge all e-mailed complaints within 5 days of receiving the message, at which point your complaint will be investigated.
Any action is taken that will affect members of staff as a result of a customer complaint will be conveyed to all concerned before a response is given to the customer.
Our website enables you to create your own account, from which you would be able to browse and book packages. On our website, the font is scalable, and its size is determined by the settings of your browser. You can check this setting by selecting ‘Text size’ in the ‘View’ drop-down menu of your browser toolbar. The setting should be ‘Medium’ for a normal text size resolution. There is guidance for resizing font when using Microsoft Internet Explorer, Firefox or Safari. Our website is www.fidatours.com
If you send us a request for information, an itinerary, or a booking, we’ll assume you’re willing to provide the personal information that we require to design and manage your holiday or tour.
When processing your booking, our staff will ask for your personal details, passport copy, personal photographs, e-mail address, and more documents depending on your request. Some of this information (your e-mail) may be used to keep you informed of forthcoming packages and special offers. If you do not wish your details to be used in any of these ways, please inform the staff when booking. If you book online through the website, you will be given the opportunity to opt into receiving information from us via e-mail. You may also specify that you do not wish to receive the e-mails.
Fida Tours has an Equal Opportunities and Inclusive Recruitment policy which is adhered to throughout the recruitment process. All applicants are offered the same respect and courtesy as all other customers, whilst ensuring high levels of discretion and confidentiality.
Fida Tours is committed to ongoing training for all members of staff in inclusivity awareness, health and safety and customer care. We believe well-informed staff will deal with customer enquiries quickly and efficiently. Regular interdepartmental meetings, email and strong lines of communication ensure that staff are kept up to date at all times.
Fida Tours has a team dedicated to ensuring the continuing quality of our customer care. That includes regular employees and the specialized managers themselves, who meet at regular intervals to discuss and review Fida’s commitment to its customers.
This policy exists to achieve service excellence to Customers. If anyone has a question about the policy, or if the purpose of a policy is not understood, an explanation should be provided by the responsible team at Fida Tours.
Should any changes to this policy be necessary, they will be posted on this page.
We’re glad you chose Fida Tours and we look forward to a long and mutually beneficial relationship.
Thank you for being our customer! The Fida Tours Team
To us, the safety and security of our passengers and clients of paramount importance!