NEWS ROUND-UP
COMMENT: “It was a fantastic opportunity to grow English tourism as part of this once-in-a-generation opportunity” Sally Balcombe, page 32
Etihad helps couple get to dying grandson’s bedside
Jennifer Morris
jennifer.morris@
travelweekly.co.uk
A Bradford agent has thanked Etihad Airways for its “over and above” customer service after allowing her customers off a taxiing aircraft to rush to their dying grandson’s bedside.
Travel Counsellors’ Becky
Stephenson said in her 13 years as a homeworker she had not encountered such good service from an airline. Her customers – on their way
to Australia via Abu Dhabi from Manchester airport – had already begun taxiing when they received a text saying their grandson was in intensive care. The couple managed to get the
attention of the cabin crew, who spoke to the pilot who took the aircraft back to the gate. Their luggage was unloaded and their car was waiting for them at arrivals. Their grandson died the
following day, but not before they were able to see him. “It was such a sad thing, but it
BECKY STEPHENSON: Etihad went ‘over and above’ in its service
was lovely that Etihad was able to help in the way they did,” said Stephenson. “If they hadn’t been able to get
off the plane they may not have made it back in time.” She said agents deciding
between two airlines for the same route “can be assured [Etihad] will do all they can for your customers”.
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Dnata hands Hirsz expanded role across T2 and Gold Medal
Dnata B2B UK has appointed Tracy Hirsz as head of sales of both Travel 2 and Gold Medal as part of a restructure. Hirsz, previously head of sales
for Travel 2, will lead the key account and business development teams, including Gold Medal’s Thomas Cook partnership. She will continue to report into
10
travelweekly.co.uk 14 April 2016
NEW ROLE: Tracy Hirsz with Gordon McCreadie
Gordon McCreadie, director of sales and marketing for the two trade-only brands. Ruth Hilton, current head of
“It was such a sad thing, but it was lovely that Etihad was able to help”
Etihad said the customers can
reuse their tickets in future. A member of the Travel Counsellors head office team was due to visit the airline’s cabin crew and ground staff to give them gifts and a thank-you letter from the customers. Agents praised other suppliers
for examples of exceptional customer service in response to Stephenson’s post on Facebook site Travel Gossip. Travel-PA agent Jenny Jackson
highlighted Thomas Cook’s compassion after it offered to refund her Cheshire-based clients whose newborn granddaughter went into intensive care with a heart problem. The couple had been
due to fly to Mexico on April 16. › Have you experienced exceptional customer service from a supplier? Email us at
editorial@travelweekly.co.uk
NEWS IN BRIEF
Willie Walsh to be keynote speaker at Abta conference
International Airlines Group chief executive Willie Walsh will deliver the keynote address at Abta’s Travel Matters conference on June 22. He will join speakers from across the industry the day before the EU referendum to discuss issues facing the industry including airport expansion, APD, consumer confidence and the prospect of Brexit.
Tourism to France grows by 0.9% despite attacks
Tourism to France rose in 2015 despite the Paris terror attacks in November, with the country attracting a “record” 84.5 million visitors. A 1.8% year-on-year rise in the first nine months was followed by a 3.1% drop in the last quarter, giving an overall rise of 0.9%.
Chocolate founder to speak at Global Travel Conference
The co-founder of organic chocolate company Green & Black’s will be guest speaker at next month’s Global Travel Group annual conference in Dubai. Jo Fairley will talk about how to create, launch and develop a company at the three-day event on May 23-25 at Atlantis The Palm.
sales and business development for Gold Medal, will move internally to an interim role providing support to Steve Barrass, senior vice-president of supplier relations within the commercial team. Hilton will remain in her current
role until the end of the month while she completes a handover. McCreadie said: “Maximising the talent within the business has always been key and ensuring our sales and business development structure is streamlined is key to
delivering our growth plans.” ›Win £250 with Travel 2, page 36
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