When bookings go bad!

I don’t usually work late on Saturday evenings but last week I was in the office and took a call from a client at Gatwick airport

She was there with her 2 daughters and was due to fly out to Orlando to stay the night and board a Royal Caribbean cruise the following day from Port Canaveral, she was in floods of tears as the aircraft had a technical problem and her flight had been cancelled, unfortunately for her and many other passengers it was the last flight that evening with British Airways and there would be no way she would be able to fly that day and the ship was due to leave from Port Canaveral at 430pm the next day so it was hopeless

After many calls from the client to me to BA and back again BA finally booked a flight to Miami for a 2 night stay and then an onward flight to join the ship in San Juan 3 days into the cruise

The point to this story is that the client booked a Tailor made package with us and was therefore able to call our company at 10 o’clock at night and had our full support to help to resolve the problems and book the extra hotels that she needed to be liaise with the cruise company to able to  still go on her holiday, if she had booked her own flights this may not have been possible so isn’t it worth paying a little bit more for the peace of mind that if anything goes wrong we are here for you!

This is the email I have received from the client!

Lily provided an exceptional service when my flight was cancelled for onward journey to my cruise with Royal Caribbean.  She did everything within her power within the best of her ability to sort the situation out and to get me suitable alternative accommodation etc to enable me to change my flight to board the ship at another port.  Without this high level customer service I would have not been able to cope with the booking of the accommodation on my arrival at my first destination in Miami and then San Juan as it was a very stressful situation at Gatwick that evening.  She liaised with me throughout this situation right up to her signing off time at 21.00pm that evening unlike some of my fellow passengers who did not get such fantastic customer service from their travel agents.  I would highly recommend her for and incentive award if this is your policy as she remained calm (unlike me, I was tearing my hair out) professional and offered all alternatives to enable me to continue my journey/holiday.  She is an asset to your company which I would recommend to friends when booking future cruise holidays.