p38-39 Frontline 10/2/09 16:49 Page 39
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exceptional service knowledge
driver and the hotel had been briefed about
our experience, so they too went out of their
way to make our time even more special.
I can’t thank Kristina enough for the effort
she went to. I wouldn’t think of booking my
holiday with anyone else now – the service
just wouldn’t compare.
TRACY COSTELLO .
Co-op Travel, Brownhills,
West Midlands
Tracy: I’m a Goa-holic so before
India changed its visa procedures, I used to
make frequent trips to the Indian Embassy
in Birmingham to submit my forms and
then stay to collect the documents.
Because I was going so regularly, I would
save my clients the bother of organising
theirs by offering to do it for them.
I would arrive between 5am and 7am to
start queuing. The queues were inevitably
really long, and it was always during winter
and freezing cold because India is a popular
winter destination.
I would queue for about three hours
before handing over the passports, visa
forms and money. Then I’d go across the
road and thaw out with a steaming coffee
and wait until 1pm, when I would start to
queue again to collect the visas.
It was never straightforward: usually I
could write off the whole day. But I’m glad
hotel run by students. They called I did it for my clients because I think the
KRISTINA HULME .
us for advice – and we took it process would have put them off going to
Travel by Design,
from there. India before they’d even boarded the plane!
Alderley Edge, Cheshire
We booked them into another Fortunately, the system changed recently
hotel (which a client had given and you can apply for a visa online – so I do
Kristina: Simone Cafferty and rave reviews) and arranged flights that for my clients to save them the hassle.
her husband Kevin Atkins and transfers off the island.
became customers when they were Because we wanted to move them Linda Hopkins: Tracy has been my travel
looking to book their New Year honeymoon as soon as possible, we didn’t have time to agent for 15 years but now I consider her a
to Australia a couple of years ago. inform the tour operator and manage the friend. Eight years ago my husband was
The first week was a huge success. They movements – and costs – through them. diagnosed with Huntington’s disease so we
wanted a hotel in Sydney where they could Instead we decided to take on all the costs have some very specific requests, which she
watch the New Year fireworks and have ourselves. It was a risk, but in the long term always manages to cater for. She’ll spend ages
dinner at the same time – which we were it has paid off because Simone and Kevin researching hotels that don’t have too many
able to arrange, despite difficulties with were delighted with the changes we made steps, for example, and sourcing flights that
flight arrival times threatening they miss and they have since come back to book don’t depart in the middle of the night.
the celebrations altogether, and a hotel subsequent holidays. Organising and collecting our visas for
restaurant that didn’t overlook the harbour. Goa is just another example of Tracy going
Liaising with the airport transfer company Simone Cafferty: Kristina and her team out of her way for us. We’ve travelled there
ensured a timely pickup, and talks with the turned a potential honeymoon from hell six times and she’s sorted it every time. I
hotel confirmed a suite overlooking the into the best experience of our lives. can’t speak highly enough of her.
Opera House and Harbour Bridge – and the When we called Kristina, we were just
fireworks – with dinner from room service. hoping for advice. But the service she
However, disaster struck a few days later, extended to us was second to none. Not only ■Have you got a story about going
when their longed-for week of luxury on a did her team arrange a new hotel, we also the extra mile for a customer?
remote island turned out to be a trashed had chauffeur-driven transfers. Both the Email ohemmings@ttglive.com
13.02.2009 39
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