Our goal is simple: we promise to deliver exceptional customer service, each and every time. In addition to providing accurate reservations and the best pricing, Casto guarantees the following:

• 90% of all calls are answered within 18 seconds
• 90% of all call backs, when necessary, are made within 1 hour or sooner
• All emails are responded to within 2 hours or sooner of receipt
• Access to a Casto agent 24 hours a day, 7 days a week

Additionally, all Casto employees agree to adhere to the following set of service standards. At Casto we don’t just give these lip service, we meet each and every week to review how we are measuring up to our standards and to celebrate the success stories that resulted from them.

• Own It: Any complaint I receive I will own it and resolve it to satisfaction, be it from an external client or an internal one.
• One Team: My success is contingent upon the success of everyone else within the company. When another succeeds, I also succeed. When they falter, I also falter.
• Exceptional Service: From the first smile on the phone to the beginning of my clients' next trip, my clients will know to expect the exceptional from me. I will anticipate their needs before they even realize that they have them.
• Continuous Improvement: I will strive to improve myself in all matters, for as the needs of our clients grow and develop, so must I.
• Celebrate Success: I will celebrate the joys and success of my family, my team, and my clients, and recognize exceptional service wherever I see it.
• Clients for Life: My clients have no shortage of options, but they shall see in me my committment to be with them for life.
• Ethics in Travel: I will consistently operate in a highly ethical manner and guarantee that the trust that my clients and teammates place in me is justly deserved.
• Creative Solutions: Every problem presented to me has a solution and I will endeavor to find that solution so that small problems do not become large ones.
• Casto Professional: I am a professional and will conduct myself as one at all times.
• Kindness: Each day I will endeavor to leave more kindness in the world than present the day before.