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Sorry to hear you had a bad experience diving with whoever it was in Thailand, but can I suggest you name names rather than make comments like "Dive Operators in Thailand" which pretty much drags the whole of Thailand into disrepute. If you have a problem with certain individuals or dive operators then please make it clear who they are so that other divers can avoid them if they wish, especially if they use the tactics that you're suggesting, Thailand would be better off without them. .
Have to agree for the most part. Dived with three shops on my most recent trip to Thailand this March/April, two in Phuket and one in Pattaya. Had a couple of dives I wouldn't care to repeat but most of them were great and I thought all three shops ran professional, safe operations. Certainly matched or exceeded Key Largo and Cozumel in that regard.I personally prefer the larger boats and Thai food over the Caribbean and Florida experiences I've had. Although I love Florida diving, the whole setting on Thai boats is more enjoyable. No dig on the FL operators, just a different set up. Things tend to be less rushed as well.
Hi Chris,
First of all, I don't think the poster, JonJonboo (or anyone), should be compelled to "name names" if they don't wish to.
Second, JonJonboo certainly has a right to make a blanket, overly general statement about dive centers in Thailand if that is his/her opinion as a customer who dives here. I agree his (or her) statement is overly broad, but on the other hand, the replies by dive shops are also overly broad and too defensive. We need to make progress in customer service, not just fan the flames.
The point JonJonboo, LK and other diver-customers are seemingly trying to make is that the experience of many divers in Thailand is that the dive shops are basically out to "take their money", and the cause kinda appears (from the customer perspective) to be from single boat operators with a diverse range of customers/divers on the boat from snorkelers, to beginning students, to advanced divers students to experienced divers. The more experienced and advanced divers simply want to get the dives they paid for (not the "bait-and-switch", no refunds) we diver-customers are experiencing. After all, we actually pay for this recreational sport, and we pay good money to do it.
I think the better approach/reply as a dive center operator in Thailand is, instead of putting the original posters, for example JonJonboo, LK or others, on the defensive, DCs should clearly state their dive center policies, and why they insure customer-divers will not be subject to the unsatisfactory experiences they are having with other with dive centers. Dive centers should have a published set of "guiding principles" regarding their approach to customer service and a published set of policies. I am happy to write the first draft of both if it helps.
There does seem to be a recurring theme in this forum of "put the diver-customers on the defensive" and this, I think, is precisely the point that JonJonboo is attempting to make (albeit a bit brash, out of frustration, I assume). Replies to these posts could be perceived as another "let's turn the spot light back on the customer and get the hot lights off the dive centers" versus a clear "here is our policies that insure customers are happy" ... which I do think is the more productive and professional approach. Customers pay for dives. Dive centers need to listen and compete based on superior customer service (because the reefs and the water are nearly the same for every dive center. H2O is H2O and fish are fish!).
So, my suggestion to all dive centers in Thailand is to really listen to these customers and clearly state your policies that insure that divers:
(1) Get the dives they are booking with your shops;
(2) Notify divers well in advance when the dive plans agreed to changes;
(3) Gladly offer to refund the diver-customer's money when dive plans change.
And please note, this is not about weather and safety related issues. Customers understand changes related to weather and current conditions. What is frustrating to customers is when dive plans change because of "who has booked that day", not "what storm is approaching".
From what I have seen, the issue seems to be dive centers with a single boat and a diversity of customer skill levels and "desirements" on the boat that day, which causes dive plans to change in a way where dive-customers are not getting the dives they pay for and not not getting prompt, friendly offers for refunds, free future dives, etc. (in other words, good customer service).
I think what is best for diving in Thailand is for dive centers to clearly state their overarching guidelines and policies toward customer service that differentiates them from others. This is a much better approach than turning the spot light on the unhappy customers when they voice their very important customer experiences.
As I said, I am more than happy to draft both:
(1) Overarching Guiding Principles for Customer Service; and
(2) Dive Center Policies Toward Customer Service
and we can use these (1) Overarching Principles and (2) Policies to improve the customer-diver experience in Thailand. I think this should be all of our mutual goals (diver-customers, diver-interns, and dive-center operators), to improve diving in Thailand, to improve the customer experience, and to create a framework that is a path forward for everyone. (and of course to advance and improve the state-of-diving in Thailand)
Excellent post funrecdiver and I agree on your reasoning.
Unfortunately it seems that most of the complaints are coming from one specific destination in Thailand however, namely Pattaya. However, many regular posters here also have good experiences diving Pattaya on a regular base, including myself.
In response to a private message I received asking that dive centers should "clearly state their overarching guidelines and policies toward customer service that differentiates them from others" I would like to state that Aqua Visions Policy for customer satisfaction follows the principal that Aqua Vision guests...
(1) Always... Get the dives they are booking with our shops;
(2) Are always.. Notified well in advance in the unlikely event that dive plans need to be changed;
(3) Are always.. Offered a refund if we cannot dive as advertised.
Our mission goal is...
“Aqua Visions goal is to provide exciting diving, snorkeling and learning opportunities through high quality education and high standards of guest service with a 100% satisfaction guarantee, our main priority being a safe, relaxing and fun experience for each of our guests.” ........
Sorry to hear you had a bad experience diving with whoever it was in Thailand, but can I suggest you name names rather than make comments like "Dive Operators in Thailand" which pretty much drags the whole of Thailand into disrepute. If you have a problem with certain individuals or dive operators then please make it clear who they are so that other divers can avoid them if they wish, especially if they use the tactics that you're suggesting, Thailand would be better off without them. .