Customer interaction standards

• Respond to customer messages within the committed support window for the customer’s tier (business hours / 24/7 / dedicated contact).
• Maintain a professional, warm, solution-focused tone at all times, including with difficult customers.
• Escalate anything outside one’s authority to the founder immediately — never leave a customer waiting on a decision.

Confidentiality

• Customer data is never shared outside what is needed for the trip, per the Privacy Policy.
• Customer details, even anonymised, are not discussed outside of work-related conversations.
• Confidentiality covers customer data, business information, and partner agreement terms for the founder and any future team member.

Conflict of interest

• No personal commissions, gifts, or kickbacks may be accepted from partners outside the formally agreed rates — all partner terms are handled through AVP.
• Any personal relationship with a partner (family, friend) must be disclosed to the founder before working with that partner.

Representing the brand

• Team members are the face of AVP during in-person moments (airport meet & greet, hotel check-in) — punctuality and presentation matter, especially for a customer’s first live impression.
• Maintain a tone and standard of care consistent with AVP’s tagline: comprehensive care, not just transactional service.

Honesty and accuracy

• Never overpromise to a customer — on partner availability, timelines, or refunds — to close a booking. Under-promise and over-deliver.

Policies pending future hiring

• Leave & Attendance Policy and Health & Safety Policy will be drafted closer to the point of hiring, once specific roles and team needs are clearer.