FRONTLINE


KIM KENT branch manager, Spear Travels, Wolverhampton


I recently booked a 70th birthday present


for a couple who wanted to go to Istanbul, Ephesus and Troy with an operator we use fairly regularly. Flights were confirmed with Turkish Airlines and the client was very excited. However, as we got closer and closer to the departure there was still no sign of tickets, so I called the operator to chase them and was told there was a problem with the flight. I spoke with several staff members who had no idea what was going on; with six days until departure, this was more than a little concerning. The client was understandably becoming worried, but the operator had asked me to be patient while they sorted out the problem. Four days from departure and there was still with no answer. With the client in tears, I finally got a reply from someone, who reassured me she would be able to help. Finally, we had the tickets issued.


They were to be sent out the next day, the operator said. As this was my day off I decided to drive to the operator’s offices – almost 40 miles away – to collect them and deliver them to the client myself. It only took me a couple of hours and the client was delighted and impressed with the customer service. However, the saga didn’t end


there. I had only been back in the shop a short while when someone from the supplier called to say they


28 13 OCTOBER 2022 AGENT


I drove 80 miles to pick up tickets for my clients, but supplier’s admin error drove us round the bend


had cancelled the tour and the tickets should not have been issued. I was told human error was to blame! Surely they must have known this before I drove almost 80 miles to collect them? I was speechless.


DEVASTATED The client was devastated, as you can imagine, and in total disbelief after all we had done to help her. I felt so sorry for her and her partner. But with no time to spare we had


to try and find them another holiday. As they run their own business there was no flexibility and they had to go that week. Availability was very tight, but at 10pm they thankfully found


travelweekly.co.uk


something they liked elsewhere and booked it.


I then had a call from the


operator’s head of sales apologising for the error but without giving an explanation. The following day, they called again to offer the clients a two- for-one river cruise. While this was a great offer, it was far too late and should have been made at the time they cancelled the original holiday. They also protected our commission, which we were very grateful for, and sent the customers a gift as an apology, as well as a voucher for me. It was little consolation but a kind gesture. I didn’t think we would ever get to the bottom of what had happened, but eventually I received a letter from their chief executive, which explained everything. Due to an error in their


administrative process they had failed to secure the flights for the holiday. This had only come to light very late on, which is why we didn’t get the tickets. If only they had realised this at the time, it would have saved all the upset. We will still book and support


this particular operator, as we generally find them to be very good, but this was a stressful and time-consuming process for both me and the client.


GREECE IS THE WORD


I have just returned from a


two-centre holiday to Greece, where I spent a week in Parga at Villa Valtos apartments, then a week in Lefkada where I stayed at Villa Memories. The destinations differed: Parga is quite hilly but so pretty, with beautiful beaches, while Lefkada is quieter with more shingle beaches. I booked the trip with Ionian & Aegean Island Holidays, which I can’t recommend enough. They’re a small, quality operator who offer price parity and


great value for money, local flights and superb customer


service. Not only that but they always answer the phone and offer full representation in resort. I just love them.


Parga


David ClareHelen Sharon Colin David ClareHelen Sharon Colin diary diary


Kim


Kim


PICTURE: Shutterstock/bikemp


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