LETTER FROM CHAIRMAN

March 2012

Here’s what typically happens when a complaint is brought to my notice, from an end customer of timeshare…

1. We verify whether the property mentioned in the complaint is a member resort of AIRDA, or not.
2. If the resort is not part of the AIRDA network, then our interface to address the issue is limited. We are not a consumer protection body so all we can do here is examine the nature of the complaint and offer advice to the customer on the ways of addressing his or her problem.
3. The non-AIRDA-resort customer then has to take the best course available to him and follow through with remedial action. If we think the customer has been unreasonable to an extent, or has a grouse that is too small to be addressed – as the case is, most of the time – we tell him so and request him to be better informed the next time he visits a similar resort.
4. If the customer has mentioned a resort which is part of the AIRDA network we take a lot of trouble to understand the true nature of the problem from both points of view. First the customer, in terms of what he was troubled about or unhappy with. We also look at things from the resort’s point of view, to give the situation a balanced perspective.
5. If we find that the customer does indeed have grounds for bringing the complaint to our notice, we interface with the customer relations team at the resort and see how the complaint can be addressed. Usually we make sure there is constructive communication between the resort and the customer on what is being done about the complaint. Sometimes the resort may even decide to extend a small feel good gesture - a small “peace offering” to acknowledge that the customer was indeed justified in making the complaint.
6. We have come across several instances where a customer’s perception in terms of quality standards or service does not match what is on offer. So it’s not a question of the resort being deficient on service but a case of mismatched perceptions, where the customer could be expecting more that what he is entitled to under the plan. This is where we chat with the customer and brief him on the ground reality of the situation. Nine times out of ten, we manage to convince customers when they’re being difficult without a real good reason.

While the process has been described here is simplistic, it’s not as simple as 1,2,3. There are times when a complaint related query goes into many months of dialog, with earnest attempts being made to sort things out. There are also times when both parties do not see eye to eye on resolution. Our advice then hinges on the most practical ways to resolve the problem, and bringing the situation to a close.

This is where I’d like to repeat my constant words of advise to new or prospective customers. Always make sure the resort you’re planning to become a member of, is part of the AIRDA network. Based on feedback from ARDA and our Code of Ethics, all member resorts of AIRDA have processes, systems that are fair, transparent and customer friendly.

The link below takes you to the CODE OF ETHICS and what member resorts need to adhere to on fair and ethical practices. This is reason enough to give you a good night’s sleep at the resort of your choice in our network.

Customers of AIRDA member resorts can always write to us and brief us on a situation that they think was not satisfactory from a quality or service point of view. We’re always there to listen with an open mind and without bias. The neutral role is our biggest strength and strongest leverage point.


B. S. Rathor
Chairman, AIRDA

AIRDA’s Code of Ethics