“The flight timings given on booking and detailed on your confirmation invoice are for general guidance only and are subject to change. The latest timings will be shown on your tickets or flight confirmation which will be despatched to you approximately two weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been despatched - we will contact you as soon as possible if this occurs.”
This can be deduced by:
Therefore the party leader was not entitled to claim compensation or assistance for the group after the flight delay occurred. This was as the airline ‘Easy Jet’ was providing the air transport and not European Study Tours who only arranged it, which is stated in the terms and conditions for flight delays:
“We regret we are not in a position to offer you any assistance in the event of delay at your outward or homeward point of departure. Under EU law you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from Airlines. However, reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday cost from us. We cannot accept liability for any delay which is due to any of the reasons set out in clause 10(1) of these booking conditions (which includes the behaviour of any passenger(s) on the flight who, for example, fails to check in or board on time).”
This can be deduced by:
This term and condition further backs up European Study Tours being in the position, of not having the responsibility by law, to offer compensation for the group when a flight delay occurs.
Accommodation Disagreement
Provided accommodation for the group was also part of the contract agreement. This can be deduced by:
Another disagreement occurred between both parties for this contract. Upon arrival at the Park Hotel accommodation in Prague, there was supposed to be three people to a three person room according to the contract that was signed. However, the hotel staff believed that there was supposed to be three people put to a two person room.
This was resolved when the party leader Miss Carter contacted a representative of European Study Tours ‘Will’ and informed him of this situation. As a result, the hotel staff issued the right rooms to the group.
Special Needs Disagreements
Dietary Requirements
Special needs requests were made concerning the dietary requirements of some students. These special dietary requests were for students who could not eat anything that was against their religion, such as pork meat, and so these requirements were very important to them. However, not all restaurants were able to meet these special needs.
A disagreement occurred between the parties when at the Traditional Czech evening event, as the restaurant there had no record of all the special dietary requirements of particular students. These requirements were passed on to European Study Tours and the restaurant should have met them.
The special requests and medical problems terms and conditions of European Study Tours stated that:
“For your own protection, you should obtain confirmation in writing from ourselves that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.”
This can be deduced from:
http://www.euro-study-tours.co.uk/pages/common/common.aspx?id=33&l=0
This suggests that if the special dietary needs could be met by the restaurant, it would have been. For example, if the restaurant can serve dishes suitable for Vegetarians, like the broccoli and cheese dish a year thirteen student ‘Muj Shah’ had. However, even though some of these needs could be met, student like ‘Muj Shah’ said they were unsatisfied with the standards of these special meals, and this problem may have been worthy of complaining to European Study Tours about.
Therefore, European Study Tours are not responsible if a dietary requirement was not met by the supplier (i.e. the restaurant), and so the party leader may not be entitled to make a complaint.
Medical Requirements
All business students and staff made European Study Tours aware of their medical requirements by filling out their medical forms, before flying out to Prague. This was as it states in the special requests and medical problems terms and conditions that:
“If you or any member of your party has any medical problem or disability which may affect your holiday, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.”
This can be deduced by:
Therefore, it was important for the year thirteen business team to collect and submit all medical forms from those going on the Prague trip, to European Study Tours. This is because if a student or staff member became ill and European Study Tours were unaware of the likelihood of this through the medical forms, the tour company cannot be held responsible and rather the year thirteen business team. So if such a situation occurs, the party leader will not be entitled to claim a compensation for this.
As a result, no student or staff became severely ill during the Prague trip, and so European Study Tours handled medical problems well after receiving these medical forms, so they were able to make suitable arrangements in Prague in advance, preventing any likely illness from occurring.
However, a student ‘Elliot’ doing AS level business, did become ill before the Prague trip took place, and so was unable to fly out of the country for the Prague trip. This suggests how vital medical forms are when staging the trip, and also how crucial it was for European Study Tours to be aware of them. For instance, if the student Elliot did fly out and his medical form was not sent to European Study Tours, he may have became ill unexpectedly during the trip and taking this student to the hospital may have disrupted the whole group’s schedule in Prague.
PRAGUE TRIP LETTERS
At Monday 26th November 2008, letters went out to the year twelve and thirteen students concerning the Prague trip. This was a contract offer since the year thirteen business studies team (the business), were providing a service for the year twelve students that required the parents/guardians (the other party) to accept the offer made by this team.
For this letter to be a two-way agreement, both party representatives must have signed to it. On this letter, a representative of the year thirteen business team ‘Miss Carter’ had signed the letter agreeing to the offer it stated. All it required was for parents to sign the Prague trip permission slip and return it to the representative. Therefore, the parents who signed to this slip accepted the contract, and those that failed to denied it.
The disagreement of signing the contract or the actual contract may occur because the parents/guardians may not be able to afford the trip or the parent may not have simply permitted their child to go on the Prague trip for their own reasons. If the contract has been signed mutually and one party has failed to fulfil the requirements of the contract, then necessary legal action can be taken.
For example, if parents sign the contract and the year thirteen business team fail to take the year twelve students to Prague, legal action is permitted to be carried out. This would be necessary since the parents have paid their money to enable their child to go on this educational trip to Prague, and it will appear to them that the trip was a criminal ‘fraud’ and the trip was a ploy just to convince the parents to giving them money. This action could bring about long term consequences for the year thirteen business team for failing to provide a service the year twelve students were entitled to, like a long term prison sentence.
MARKETING
It was essential that the Prague trip was promoted in as many ways as possible to maximise its chances of success. The responsibility for this promotional activity was allocated to several team members. The target audience was considered before any promotion took place.
STAFF INVITATIONS
The target staff chosen by the party leader Miss Carter to go on the Prague trip was: Mr. Eve, Miss Crook, Mr. Mitchell, and Mr. Lucas. At 14th January 2008, I volunteered to take up the responsibility of asking the chosen staff to accompany students going to the Prague trip.
As a result, my role in promoting the event to staff members became vital to the success of the event because these staff were needed on the trip to escort the A-level students safely, around to the business visits such as the ‘Skoda Car Plant’, in Prague.
Communication
My choice of communication used was also crucial for the success of convincing the chosen staff to come on the Prague trip. For example, poor communication can result in low numbers of people wanting to go on the Prague trip, so the most appropriate type of communication had to be used to convince the teaching staff members to go on the trip as much as possible.
Therefore, formal communication was the most suitable way of informing the staff about the trip. These methods included paper based communication methods like letters and electronic based communication like presentations.
The advantage of using this method is that it will allow for coherent communication of the event to the staff in a professional way. For example, the standard documentations like professional appearing letterheads on the letters can create a good image for the year thirteen business team. However, the disadvantages of using this method may be that they are time consuming compared to informal communication, which is almost instant.
Unfortunately, the year thirteen business team had limitations as to how much time they could use to promote the event, and were therefore subjected to time constraints. Also, the group had financial constraints and was limited to a small budget to promote the Prague trip.
Letters required signature approval by people who were heading the event, including the party leader Miss Carter and Miss Crook, who had the legal responsibility to ensure that Marlborough school trips are approved at every level. This can be time consuming since the letters will have to be passed and endorsed through all these appropriate authorities (for example, Miss Crook), before it can be sent off to the chosen staff members.
Letters are treated as external communication, and so they would also require posting. Therefore stamps will have to be bought, meaning money would have to be used to cover the costs of sending these letters to the staff. As a result, a quicker and cheaper means of informing the staff about the Prague had to be used.
Therefore, invitations were decided as the most effective way of executing this. With Information and Communication technology, it is possible to communicate instantly via the internet, as well as creating electronic documents with specialist software including ‘Microsoft Word’, that can be printed out instantly.
The benefits I gained from using computing technology to create invitations for staff, such as being able to take advantage of the ‘spelling and grammar tool’, which can correct words and sentences typed up incorrectly. Also, it was quick and professional looking, so money was saved not having to go and purchase already made invitations.
However, money had to be spent to print the invitations out in colour, and it was 25p per sheet in colour. Despite invitations being a fast form of communication, it was still time consuming as there was a long queue in waiting to use the colour printer in the school Library. Overall, it was far quicker than using letters and cheaper since envelopes, stamps and paper would all have to be paid for just to post one letter to a staff member.
I took advantage of the specialist software ‘Microsoft Office Publisher 2007’ to create the staff invitations. There was a wide range of specific invitation templates to choose from such as for events, fundraisers, celebrations and birthday parties:
As a result, it made it quick and easy to create suitable invitations for the teaching staff. The following is a screenshot example of the finished invitation which was given to the staff members:
ADVERTISING
Promoting the Prague Trip to the AS level Business Students
Communication
Informal communication had to be used to announce the Prague trip to the year twelve business students i.e. word of mouth. This was to find out quickly and generally, how many of the year twelve business students wanted to go on the Prague trip. Making the year 12 business students aware of the Prague trip took place at 24th September 2007.
However, the use of formal communication including letters was not suitable. This was because a general response rather than a definite one was needed about people who wanted to go on the Prague trip. Therefore, the year twelve business students did not have to be informed about the Prague trip formally since they were internal stakeholders (i.e. people within the school who have an influence on the plans of the Prague trip), and so writing a letter would be unnecessary.
Allocation of roles
At first the team leader Miss Carter was going to choose one person to inform the year twelve business. However, because promoting the Prague trip in a clear and marketable manner was so crucial for the success of its popularity, others had to volunteer to accompany those informing the AS level students about the trip. This was because some of the team members were not confident enough of talking in front of a large group, so others accompanying them can give them a confidence boost.
Therefore, the team members involved in promoting the Prague trip were: Laura Port, Adam Mead, Sunil Rajput, James Dillon, Joe Medlin, and Adrian Daniels.
The announcement
Notice was given to the whole group by the event head organiser, that the lower sixth form business studies students were divided into two separate classes at two different times; an afternoon class and a morning class due to their great size in total. Therefore, the event head organiser proposed that three group members must inform the morning class and another three people must inform the afternoon class (Adrian Daniels, James Dillon, and Joe Medlin). Also, Louise Conyard unexpectedly turned up to inform the year twelve students about the trip as well.
As a result, the marketing of the Prague trip to the year twelve business students was very successful as a majority both the morning and afternoon groups put their hands up agreeing to go on the Prague trip.
Parents evening
At Monday 4th February 2008, the year thirteen business team held an evening for the parents of both the year twelve and thirteen business students going on the Prague trip. This was arranged to discuss changes to the itinerary for the three days in Prague and finalise the details of the Prague trip to parents. The year thirteen business students already were aware of the parents evening approaching and thus had to prepare a speech. Before the event took place, the whole team went through a rehearsal to check that we were fully prepared for the evening. However, this evening was advertised to the target audience, the year twelve business students and their parents, through the use of letters.
I had to rehearse my speech for the evening twice because there was not enough written. As a result, my fellow team member James Dillon volunteered to help me to write up my speech before I did my second rehearsal.
Communication
Letters were the most appropriate form of communication to use here since the team needed to communicate with external stakeholders of the trip (i.e. people outside the school who have an influence on the plans made for the Prague trip). It was done formally since a contract had to be made as to whether the parents would agree to attend this evening or not, which needed a reply. However, other forms of communication would not be suitable for promoting this evening, for instance, informal methods of communicating:
Word of mouth communication would not be suitable for promoting this evening. It may be quick because approval from the appropriate hierarchy in Marlborough school may not be needed. It also may be very cheap since there are no costs involved at all. However, it is not reliable. For instance, this form of communication may have been successful for announcing the Prague trip to the year twelve business students, but in this case it would not. The parents may agree to attend the evening but it is not guaranteed that they will. Therefore, planning this event ahead will be difficult because the team will be uncertain about how many parents are actually going to turn up for the evening. Also, it will rely on the child of the parents actually passing the message on to them, and so if the child forgets to, the parent would not be aware of the evening at all.
Therefore, using informal rather than formal would be risky for the year thirteen business team.
By obtaining these reply slips for the parents evening, the team will be aware of which parents will attend this evening and which ones won’t, therefore enabling them to plan ahead for the evening and create the guest list for the event. For example, if there are going to be twenty parents turning up according to the reply slips, than the group can put twenty five chairs in the hall, just in case some more parents turn up without notice.
Also, the reply slips printed on the parents evening letters would allow the team to print out the required number of programmes needed, depending on how many parents agreed to attend the evening. As a result, planning ahead will lead to an effective customer service.
Allocation of roles
At Monday morning of 4th February, responsibilities in the team of who should say what for the parents evening later on was allocated. Despite James Dillon being unable to participate in the parents evening, the other team members were still given. These included:
Introducing the parents to the evening- Miss Carter the team leader
Why the sixth form business students are going to Prague—Adrian Daniels
Allowances- James Wardy and Muj Shah
Itinerary- James Lindsay
What clothing students should wear and what they should bring- Joe Medlin
Prague Trip Visits- Louise Conyard and Laura Port
PowerPoint Presentation- Tinashe Jaravaza
My role in the parents evening was crucial since I was the one who had to explain to the Parents what the business trip was about and why Prague was chosen as the location for the trip, after the team leader’s speech to start the evening. For example, it was up to me to make a good first impression of the presentation me and the other team members, had planned for the evening. However, personally I did not feel that I accomplished my task well because there were some occasional hesitations throughout my speech although I was holding, and so I felt that I let the team down. So the parents listening may not have understood what I have said properly.
Fortunately for the team, the team leader told the parents at the end of the evening, that they could come to her if they had any questions to ask. This helped to compensate for my speech not being clear enough, so this was an opportunity for parents to ask questions they thought were not answered by the team’s speech. I believed I could have made my speech better if I read it entirely from the sheet, rather than trying to memorise portions of it so I could make good eye contact with the audience, which lead to me hesitating.
As a result, in future I need to be more prepared for my speeches. For example, in future I should make cue cards and put bullet points down of what I going to say for my speech, and then expand them. That way I can overcome hesitation because I would be better prepared for my speech.
In conclusion, despite my hesitations in my speech, I do feel that the team met the objective successfully:
‘To have arranged an evening for Parents to discuss matters concerning the Prague trip for the year twelve business studies students, by Thursday 31st January 2008: As around this time, the trip will be rapidly approaching with only two to three weeks to go. Therefore, final preparations will have to be made including the parents of the year twelve business studies students, to discuss any problems they have concerning the trip, as well as hearing the Prague trip’s programme in detail.’
Although the parents evening took place a few days after the target date, the final preparations for the Prague trip were confirmed by the time of the meeting and announced to the parents, including the ‘Prague trip’s programme in detail’.
Promoting the Prague trip to the BTEC Business students
Although the Prague trip was promoted effectively to the AS-level business students, only a few students out of the approximate sixty in the year twelve business group decided to go on the Prague trip. This may have been because the trip seemed expensive to some students (i.e. £385 for three days). As a result, the event was promoted to a wider audience that may not attend. So the team leader Miss Carter suggested that the ‘BTEC qualification’ business should also be asked if they want to go the trip.
Communication
Informal communication had to be used to announce the Prague trip to the BTEC business students, just as how it was announced to the AS level business students i.e. word of mouth. Also, formal communication was also used as at the time letters had been released for the Prague trip, so those who agreed to come on the trip received letters.
The announcement
So James Lindsay, Joe Medlin and Adrian Daniels were assigned to announce the trip to the BTEC business students. However, Adrian Daniels did not accompany the other team members because of some confusion as to what time the announcement should be made. For instance, the announcement was supposed to be made after Lunch one day, and Adrian Daniels thought it was supposed to be made at period four of the sixth form timetable.
Despite Adrian Daniels not accompanying the other two team members Joe and James, the team still met their objective of promoting the event to the BTEC business students successfully. This was because a majority of them agreed to come on the trip even though £385.
FUNDRAISER
The fundraising events bag packing and the Marlborough school cake stall were the ones that involved the most promotion and communication. The cake stall involved a lot of promotion because it involved making the whole school aware that cakes and other confections like biscuits were going on sale at Friday 19th October 2007. Similarly, for the bag packing fundraising event in Sainsbury’s at Garston on Thursday 17th January 2008, an announcement was made by the staff to customers, that A-level business students were there raising money for their school trip to Prague.
Posters
At Monday 8th October, the team was assigned to create and distribute by the whole team and duplicated for the promotion of the cake stall around the whole school, including on the doors of school buildings, the canteen and the sixth form study centre. These had to be out a week before the event takes place, to allow sufficient time for the whole school to find out about it. Information on the posters included why the event was being held, where it is taking place, what time it is and who it is being held by. An example of one of the poster designs with all this information is as follows:
Memos
Official confirmation of the cake stall took place exactly a week before the event, starting with promotion to the students via their form teachers. As a result, the promotion of this stall had to be more effective. So, the event organisers all contributed in phrasing a memo to all teachers in the school. This is how the memo turned out:
CAKE SALE
Please read this out to the class (Teachers)
As part of their A-level Business Studies course, the year thirteen business studies students need to organise an event. They need to hold a cake sale on Friday. And to reduce the costs of this event, they need to hold this in Pascal Hall in 19th October during both breaks and lunch time.
The teachers informing the students about the cake stall will ensure that they are all aware of it, even if they do not spot the posters being posted up around the school. However, for those students that were absent, the team hoped that there would be a ‘buzz’ about the cake sale on Friday, and the upcoming cake stall would be the ‘talk of the school’ during the week before it takes place.
Newsletters
Awareness of the cake stall taking place was also made via the Marlborough school letters. The newsletter column written by the team leader was released the Friday before the cake stall, at the end of the school week. As a result, the message concerning the upcoming Cake Stall got through to all of the students who got given newsletters by their form teachers, making it very likely for those students to find out about the cake stall happening the following week.
Word of mouth
The team leader Miss Carter informed teachers in the staff room that the cake stall was going to take place the following week, which also helped to promote the event. Promotion still took place at the day of the event. James Dillon and Toyosi Akinola went around the school announcing in places like the sixth form study centre, that there were still cakes left in the canteen while holding cake for sale.
Also, at Sainsbury’s, James Lindsay who worked at that store got his work colleagues to make regular announcements throughout the store, about the team bag packing to raise money for the Prague trip.
Labels
Labels saying ‘Business Trip to Prague’ were put on the black buckets used for bag packing, to advertise the purpose of doing the bag packing to the customers.
OPERATIONS MANAGEMENT
The year thirteen business team and accompanying staff had to see to it that the running of the trip from day one went smoothly and according to plan. This involved preparing Itineraries for students and teachers, allocating duties to team members and staff, planning contingencies to overcome emergencies, and making sure that the target audience (i.e. the AS-level business students) get good value for what they paid for, hence good customer service.
ORGANISATION AND COMMUNICATION ON THE DAY OF THE EVENT
School Mobile
Joe Medlin obtained the school mobile from the school reception the day before the trip, so it could be used to get in touch with emergency contacts during the trip. Also, it was obtained so that parents and guardians of the business students going on the Prague trip can keep in contact with their child/children.
ID Wallet Sized Cards
Tinashe Jaravaza created some ID cards which every student received before leaving for the Prague trip. These were included in their information packs. These included:
- Information on the accommodation address
- Telephone number of accommodation
- Marlborough school number
- School mobile’s number
- The Student’s name
- The European Study Tours and Marlborough school logo
- Group leader’s (Miss Carter) name on it
- The European Study Tours number
Groups
The day before the event began; the groups that students were put into were confirmed (twenty-seven students and five staff):
Miss Carter’s Group
- Ravel Ravazed (Special needs student from Townsend school)
- James Dillon (Group leader)
- Michael Huckle
- Shuel
- Lee Frazer
- Joe Medlin (Group leader)
- Thomas Loan
Miss Crook’s Group
- Toyosi Akinola (Group leader)
- James Wardy (Group leader)
- Koji Kane
- Tim
- Chile Mutlae
Mr. Mitchell’s Group
- Adam Mead (Group leader)
- Sunil Rajput (Group leader)
- Ashraf Elhamri
- Matt Mauvas
- Carl (Townsend School)
Mr. Lucas Group
- James Linsdsay (Group leader)
- Scott Bevans
- Jack McCormack
- Muj Shah (Group leader)
Mr Eve’s Group
- Louise Conyard (Group leader)
- Laura Port (Group leader)
- Michael Jarvis
- Lizzy Green
- Michael Lopez- Diaz
The year thirteen business students were chosen to be second leaders for the group, to be in charge of the younger ones i.e. the year twelve business students from day one of the Prague trip, at certain times. These are highlighted above.
However, it was confirmed that Elliot Morten could not fly out of the country due to an illness a few days later. As a result, the final group size was twenty six students to five staff members.
Teacher/Student Packs
The students and staff packs were given different packs before the Prague trip took place. These included:
- A guide and information on the Prague trip business visits: A guide and maps to the visits were provided courtesy of European Study Tours. These visits included the Staropramen Brewery, the Skoda Car Plant, Barrandov Film Studios, the traditional Czech evening, and the River cruise dinner.
- Contacts: These included contacts such as European Study Tours, the ‘Park Hotel’ accommodation, and the Marlborough school number.
- The Itinerary: This was the full four day schedule of the Prague trip, right from the coach transporting students and staff to Gatwick airport, to arriving back at Marlborough school. These were provided by European Study Tours.
- A copy of student/staff medical form: A copy of the student’s/teachers’ medical form is also included in the pack with any information of their current medical conditions. This is so that any medical needs during the Prague trip can be met. For example, Lee was an epileptic and the team leader Miss Carter had to carry his tablets in an envelope, stating what they are and how often he should take them. These forms had to be filled in by the students and teachers themselves.
- ID wallet sized cards: These were identity cards for every student and teacher containing information about all the important contact details including the Marlborough school number. These were produced by the year thirteen business team member, Tinashe Jaravaza.
- A pen and paper: The students were given two to four pages of lined paper to make notes at their business visits such as the Skoda Car Plant.
- Risk Assessment: The teachers were included the risk assessments made for the Prague trip in the packs, to help them overcome potential risk that could arise during this trip. These were done by the team leader and team members including Toyosi Akinola and James Lindsay.
- Passport copies: Every student must have a copy of their valid passport included in their packs.
- Student charter: Every student must have a copy of their charter also included in their packs.
On the coach
The team leader assigned roles to team members to carry out before or during the coach ride, at the meeting dated 21st February 2008. The coach ride was confirmed to arrive at 1.30pm at the meeting dated 21st February 2008. However, since the coach left late at 2.00pm, the students given roles had to operate quickly.
Laura Port was assigned to check passports and ‘EHIC’ cards as students boarded the coach. This was to ensure that all students had valid passports and the required insurance that would permit them to pass all forms of security at Gatwick Airport.
James Dillon and Joe Medlin were also assigned to announce the rules for the Prague trip. These included ‘no smoking’ and ‘no drinking’ throughout the trip, even on the coach ride. However, it was warned by the team leader that if anybody was to get caught by any member of staff drinking, smoking or any other form of behaviour not tolerated during the trip, then their parents would have to be contacted for them to fly out and take home their child for unacceptable behaviour.
As a result, a student ‘Lizzy Green’ was caught having a drink at the accommodation (Park Hotel) bar. Also, James Dillon and Joe Medlin were assigned to teach some of the language spoken at Prague, for entertainment during the coach ride to Gatwick Airport.
Gatwick Airport
The coach ride went smoothly and no contingency occurred, so the group was able to get to the Airport on time and check in at 4.25pm. However, the ‘easy jet’ flight was set to leave at 6.25pm delayed hour, and so the Prague trip group took advantage of that time to have lunch. The team split up into their groups to have lunch at 7.00pm, and then agreed on a rendezvous for the group to get back together for the flight.
Looking back the Prague trip, the team decided that money could have been saved by students and staff bringing a packed lunch, since the airport restaurants were a little expensive. The team also recommended the year twelve students at the parents evening about £20 to bring to spend on food, and so some students who did bring this amount to spend on food may have found food expensive in Prague, since they had to spend some of this money on food at Gatwick Airport.
Park Hotel
The team arrived safely at the ‘Park Hotel’ accommodation in Prague, at around 22.45pm by their coach transfer.
CUSTOMER SERVICE
Park Hotel
After the team arrived at Park Hotel in Prague, they had an issue with three people being allocated to a two person room. As a result, the team leader Miss Carter rang up the emergency contact ‘Will’ the manager from European Study Tours and told him that there was supposed to be three students to a three person room, and not three students to a two person room. She also complained about the customer service the team was receiving, taking into account that the flight to Prague was delayed previously. As a result, Park Hotel issued the correct accommodation to the group.
