FRONTLINE


colin burns branch manager, Hays Travel, Gateshead


“Hello, is that Hays?” “Yes it is, sir. How


can I help?” “I’ve just arrived at this so-called four-star hotel and there isn’t a kettle in the room.” “OK. Did we tell you that there would be one when you booked?” “Well, no, but this is four stars, so I would have assumed that it would have one.” After receiving this call, we were able to help by arranging for the customer to hire a kettle from the hotel reception, but he was still not happy at having to pay a €20 fee. This prompted me to remind the


team how important it is to make sure that we cover every detail of a booking. As the late-booking season for summer kicks in and more customer choices can be based on price, it is vital that we manage expectations properly to avoid complaints.


GO THROUGH THE DETAILS I had a customer recently who enquired about a window card offer for two weeks in Turkey in May for less than £400. They were happy to book immediately and did not appear at all bothered about any of the details about the resort. It could have been a quick, easy sale, but I insisted on running through all the details and the customer started to get impatient. I advised them it was better to take the extra time now to make sure it was suitable, rather


travelweekly.co.uk AGENT


A client’s call about the lack of a kettle was a reminder of the need to manage expectations in lates


than having to go through a full complaint on their return. It can become more difficult when a customer has waited until the last minute but still has very specific requirements. They want that one hotel on one date with a particular room type, but it is either sold out or they don’t get the “bargain price” they expected. Of course, unrealistic customer expectations are not limited to late deals. I recently returned from a wonderful Caribbean cruise on P&O Cruises’ Arvia, which had me thinking, how do they do all of this for the price they are charging? I thought full board with a choice


of six eateries included, great entertainment, really comfy room and excellent service was pretty good for less than £2,000 each including flights. But not everyone had the same perspective.


SPELL OUT THE INCLUSIONS Many of the gripes from fellow passengers had me thinking about Basil’s famous rant in Fawlty Towers: “What did you expect to see out of a Torquay hotel bedroom window? The Hanging Gardens of Babylon?!” Passengers complained about the lack of tablecloths in the main restaurant except on formal nights, not enough household names on the entertainment bill and – horror of horrors – no one waiting for you dockside with fruit juice and wet towels after a day ashore. Some cruise customers will assume that such things are included, but is that realistic for the price paid? That’s for us to manage at the booking stage. Whether it’s a late deal or an advance booking, we have to ensure the customer gets the right product with everything they expect to be included. One thing I can say, though – not only do all of the cabins on Arvia have a supply of milk, tea bags and coffee, they all have a kettle too. Result!


THE BEST OF INTENTIONS


There has been a great buzz in the shop over the past week or so following Dame Irene Hays’ announcement that our staff loyalty was to be rewarded with £100 for every year of service. Harvie decided she would use some of hers to treat her mam – but this immediately rang alarm bells for the rest of us. So far this year, Harvie has managed to accidentally buy her mam a parachute jump instead of a Primark voucher; book a


Mother’s Day lunch for the wrong date; and purchase just one ticket instead of two to take her to the Strictly Come Dancing Live! show. Maybe it would be better to give mam some cash and let her do her own thing this time, Harvie?


Cash might be the safer option for Harvie’s mam


3 APRIL 2025


19


SharonAndreaJenniferHelenClare diary diary


SharonAndreaJenniferHelenClare


Colin


Colin


PICTURE: Shutterstock/Alexey Fedorenko


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60