“Exemplary Customer Service”

Written on August 2, 2013

We needed help with a Galapagos itinerary with virtually no notice. I was recommended EQ Touring by another travel agent (CAT Travel), so I sent them an email and they came back to me pretty much immediately with some options; they then made some adjustments based on our preferences and then even worked over the weekend with me to close the itinerary and handle payment. My immediate impression of this company was that they are highly responsive and customer orientated; I’d also worked with others and EQ Touring were by far the most responsive, the most flexible and provided the best itinerary.

I will also add: later during our time in Galapagos a couple of issues arose with local tour operators – not at all the fault of EQ Touring, but it only needed one email to EQ Touring and complete resolution was on its way. Interestingly, I emailed my original contact, Isabel, but she was on vacation. Nevertheless I got a rapid response from Jorge, who actually runs the company. He was again highly responsive and incredibly courteous and customer orientated, he responded to every question, every detail – and jumped on the resolution.

Although you typically end up paying a little bit more by going through an agent, we found that in the case of EQ Touring, it paid for itself in no time. I’d absolutely use them again. Especially in a place like Galapagos, where Island life doesn’t always marry with our customer service expectations, having EQ Touring as your representative afforded us great peace of mind. 5-stars – and thank you Jorge and Isabel.

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