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Lourdes Tourist Office August 2023 Otlourdes 2023

Our commitments to our customers

As part of the ‘Qualité Tourisme’ scheme, which was awarded to it in January 2011 and subsequently renewed in 2014, 2018 and 2023, the Lourdes Tourist Office is committed to a quality policy and, as such, has set out a series of commitments to its customers. The ‘Destination d’Excellence’ label is intended to replace ‘Qualité Tourisme’. In July 2026, the Tourist Office underwent an audit to obtain this label, and the audit report will shortly be examined by the committee.

Lourdes Tourist Office – ‘Qualité Tourisme’ Quality Mark

Prioritising customer service

By welcoming you to a clean, comfortable and cosy environment,
By making every visitor feel welcome from the moment they arrive, whether with a friendly glance or a welcoming message,
By offering a welcome tailored to each type of visitor: providing you with an easily accessible reception area and information point,
By training and making our visitor advisers available to you so that we can always better meet your needs,
By minimising waiting times: making ourselves available as quickly as possible and enabling visitors to access initial information,
By providing prompt responses to your enquiries,
By ensuring a friendly, prompt and efficient telephone service,
By responding to your letters, emails, chat messages and social media messages all year round.

To make it easier for you to access information and carry out your administrative procedures

To make it easier to access our premises by managing and improving signage and accessibility,
By adapting the tourist office’s opening hours to your needs throughout the year,
By ensuring that information packs are sent out as promptly as possible,
By offering you a responsive website:www.lourdes-infotourisme.com(responsive design)
By maintaining a presence on social media:
Facebook:https://fr-fr.facebook.com/lourdes.tourisme
YouTube:https://www.youtube.com/user/TourismeLourdes/videos
Instagram:https://www.instagram.com/tourismelourdes/

By distributing tourist information to local service providers in French, Spanish and English, along with a poster featuring a QR code to encourage downloads
By being open for at least 305 days a year, including Saturdays and Sundays during the tourist season,
By displaying emergency telephone numbers in two foreign languages outside the premises,
By providing a dedicated area with free, open-access Wi-Fi,
By providing information on accommodation availability at the reception desk, over the phone and on our marketplace https://en.lourdes-infotourisme.com/reservation/

To inform and provide information

By meeting the needs expressed by each type of customer,
By providing clear, reliable and up-to-date information through daily updates,
By providing you with information on local tourist attractions and guaranteeing its reliability,
By providing a year-round reception service staffed by personnel who speak at least two foreign languages,
By providing you, free of charge, with maps, plans and tourist guides in printed form, translated into two languages and updated annually.

Handling complaints and measuring customer satisfaction

By responding to all complaints within 72 hours and by taking into account, processing and analysing suggestions and comments from our visitors,

By assessing the quality of our welcome, our services and products, and the service provided, with a view to improving them,
By gauging your satisfaction through the provision of feedback and suggestion forms in French, English and Spanish,
By responding to customer reviews on various specialist websites.