p31 Jenny Oct30 27/10/09 14:11 Page 31
ttglive.com
jenny ley-meek knowledge
Jenny Ley-Meek “Why is it us
agents who always have to deal
with the errors or inefficiencies
of others?”
J
ust when we thought it was safe to
go back into the winter . . . we get the spot during Benidorm Fiesta week, they
dreaded call that there’s a problem are now being separated from friends who
with a booking. booked through different suppliers that
After a summer without such a call, they have honoured their bookings.
turn up like buses, one after the other, Why is it us agents who always
and I’m not happy. have to deal with the errors or
Our first came from Thomas inefficiencies of others? We
Cook, unbelievably calling us have done our part, but
after 5pm the evening before despite protesting that
our clients were due to depart we are not to blame
on a 6am flight to Palma. And and trying everything
it wasn’t just one booking, it to appease them, these
was five. clients are very likely to
I was told it was simply a book somewhere else
case of “last in, first out”, yet one next time for fear of a
booking was made as far back as repeat experience with
February. “our company”.
To add to the situation, one of the Our clients expect to get what
bookings was for a client who had told they pay for, and rightly so. For our
us this was to be his and his wife’s last livelihoods, we must ensure these hotels
holiday – to their favourite Majorca hotel are full, but for our credibility operators
– as he had been diagnosed with motor and bed banks must ensure that
neurone disease. overbookings become a thing of the past.
After much begging, Thomas Cook
honoured this one booking. However, I ■ TTG would welcome a response
feel sorry that this was likely to be at the from Thomas Cook and Hotels4U
expense of another agency’s client, and we
continue to deal with the flak from the
other four.
A few days later and again not one but
five dreaded emails arrived. This time
Hotels4U was regretfully informing there
had been “an overbooking situation” and
five sets of our customers would have to
be moved to an alternative hotel.
Despite booking six months in Jenny Ley-Meek works for homeworking
advance on our advice to ensure their company Superior Travel
29.08.2009 31
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