p28-29 letters Apr17 14/4/09 17:39 Page 44
Your letters
Europa Travel shares some
cheeky customer requests
Can any travel agencies out there beat any of
these requests we’ve had?
I was driven mad
■Customer who booked his cruise online but
wanted me to book him a ship visit in Belfast.
■Customer who asked if we could photocopy
something for him, which turned out to be
his holiday confirmation – and no, we hadn’t
booked it.
by Holiday Autos
■Customer who had his holiday confirmation
faxed to our office – and again, no, we didn’t
book it.
■Customer who needed to print out some- A CLIENT was looking for car hire in the manager, who apologised and said
thing and said it was an emergency. Geneva but told me he did not
LET
she would be spoken to.
However it turned out it was his own have a credit card, so asked if he Award-winning service? I think
easyJet booking and his printer at home could pay a cash deposit.
OF THE
TER
not.
was not working. I rang Holiday Autos on the
WEEK
number supplied next to this David Gregg.
Mona Boardman question on their website and Different Corners Travel, Torquay
director, Europa Travel, spoke to someone who, after getting my
Dunmurry, Northern Ireland details wrong, told me none of their suppliers ■ Holiday Autos replies:
offered this service. We were extremely unhappy with this
Agent in at the deep end Fair enough, I thought, and thanked her feedback and have taken every measure to
as customer complains for trying for me. However, she then told me ensure this does not happen again.
I was amused by the list of bizarre customer not to call that number again for stupid We pride ourselves on an extremely high
complaints (ttglive). I once had a customer who questions and demanded I get a pen and quality of service and have instigated
complained that the swimming pool was too write down the correct number as she was training with immediate effect to make sure
deep and that as her husband could not swim he reservations only – and sick of stupid agents all of our staff are equipped to deliver this.
was confined to the shallow end. It makes you bothering her. This will also be monitored in our weekly
wonder what we travel agents need to know! I was so shocked that I asked for her man- review process which includes a spot check
ager, only to be left on hold for 20 minutes. of all calls to ensure an ongoing commit-
Amy Younis Only when I redialled and got through to ment to the customer and agent experience
retail manager, Blue Skies Travel another agent did I manage to get hold of with Holiday Autos.
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28 17.04.2009
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