Letter to Elderhostel
June 15, 2009
Alexander Toth
Director, External Affairs
Elderhostel
11 Avenue de Lafayette
Boston MA 02111-1746
Dear Mr. Toth:
As you are aware I have attended 75 Elderhostel programs since 1992. I have carefully recorded them with photos on my web site:
http://galenfrysinger.com/elderhostel.htm.The destinations have always been excellent, and the speakers very informing, but the weakness is often in those coordinating the programs. I have never complained about them on-line up to this point, but have tried to bring problems to their attention during the programs. To do so later in the Evaluations is often useless, since one is complaining about the people to which you give the evaluation.
Within the last year, however, there have been five different “Program Leaders” on programs which my wife and I have attended who were far below the standard expected of Elderhostel.
In Toronto, Gerda Kaegi was incapable of keeping the program in mind, leading us in the wrong directions, and missing key times.
In Arizona, Jean Discorfano was disorganized, with much of the participants time being wasted.
In Miami, Bernie Kaplan, was the last to understand what was happening, and could give no information on the local situation, referring all to the hotel person who spoke little English. There were complaints about the many hotel charges, which Bernie said he knew nothing of and would not help.
In Christchurch, Sue Angus, was arrogant, with a shrill voice, and very unpleasant, with quick put-downs.
In Chicago, Linda Fox, knew little of the program subject which she was attempting to explain.
In two of the cases where there was access to the next level supervisor I discussed what I considered to be the problems. With Louise Shave, of Odyssey Tours about Sue Angus, and with Susan Leff, the Barry University person, about Bernie Kaplan, but in each case was told I would be reported to Elderhostel as disruptive. Hence your letter of March 13, 2009.
In the traditional Elderhostel programs on college campus settings the Professors provided the professionalism. With the “Program Leader” just arranging the meals and accommodations and were often volunteers. With the change to multi-locations, the job became more like a tour leader. Unfortunately many of the former “Program Leaders” do not have the experience or capabilities for the task.
I realize that with Boston directly contracting with a local adult education group for tours, there is less control than when regional Elderhostel people were more involved in evaluations of programs on college campuses.
I am not sure with your current program structure, whether Elderhostel is capable of addressing these problems.
It is with regret that after 17 years of Elderhostel programs, I will probably not be attending future programs nor recommending them to other travelers.
Sincerely.
Galen R Frysinger, PHD
Response from Elderhostel
11 Avenue de Lafayette, Boston, MA 02111-1746
(877) 426-8056 www.elderhostel.org
July 23, 2009
Dr. Galen Frysinger
2109 Carmen Ave
Sheboygan, WI 53081-7055
Dear Dr. Frysinger:
Your recent letter was forwarded to me by my colleague, Alexander Toth. Thank you for taking the time to write and share your feedback with us. We value you and your wife's long history with our organization and your perspective as experienced travelers. I am sorry that your recent experiences with group leaders on our programs have not met all of your expectations.
From our inception, we have always required that our program providers employ highly-qualified, well-educated individuals to lead Elderhostel groups, and will continue to insist on the same standard for leaders in the future. On both Domestic and International programs, we expect our staff to be personable, well-trained, local experts who not only offer unique and specialized insight into the region, but arc also caring individuals who are sensitive to the needs of all participants. I am sorry that this has not been your experience on recent programs. Be assured that we will look into the specific examples you mentioned.
Your letter indicates that you have seen a shift in quality over time as Elderhostel programs transitioned from the traditional college campus setting to a wider variety of programs, many of which are itinerary-based. Although program management has shifted from a largely regional system to a more centralized one, significant program quality mechanisms are in place. While you see our program evaluation tool as being useless, we have found them to be the best tool by which to assess a program's quality.
Since local program staff does not see the post-program evaluations, participants are able to candidly share their feedback with Elderhostel — both the positive and the negative. We completely agree that issues should be brought to the staff's attention during the program, and we thank you for doing so. But feedback may also be shared post-program, either through program evaluations or letters such as yours. Elderhostel's program management team continually reviews program evaluations, and changes are actively made in response to the issues our participants raise. I apologize if the purpose of these evaluations has not been clear in the past, and I invite you to share your thoughts in the future.
Thank you again for taking the time to write to us. Please know that we regret that your recent experiences have not been more positive, and we hope that you and your wife will take the opportunity to travel with us again in the future.
Sincerely,
Becky Zukauskas, Office of the President
