What do you call a group of superheroes? A flock? A gaggle? A gang? We haven’t a clue, but we do know that helloworld Travel Agents make a mighty fine A-team!
This week on our regular Travel Agent to the Rescue series, we’re trying something a bit different.
Instead of highlighting the superhero efforts of a single agent, we’re highlighting a whole team – specifically, the cool cats from helloworld Lower Templestowe in Melbourne.
That’s like eight times the amount of superhero action that you’re used to, so we sure hope you can handle it!
Helloworld Lower Templestowe have many great examples of its staff going above and beyond the call of duty for their clients.
Let’s hear a few of them, right here, right now!
The folks at helloworld Lower Templestowe, aka The A-Team
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Example #1.
Situation: When Qantas grounded its fleet worldwide.
This isn’t the kind of news that you hope for as a Travel Agent.
Although our office was closed, we call came into the office as soon as we heard the news and went through every PNR held in Galileo, and rebooked every client on an alternative, before it was news headlines!
Then we called each client overseas and advised them of their new arrangements.
All of the clients were extremely relieved – and one even presented us with an award!
It read:
“Thanks to Kris & the team. The work done was beyond simple customer service. It was personal, effective, caring & proactive. When airlines ground planes, and clients lose credit cards, plus many other hiccups that can occur, it takes professional and creative individuals to remedy the problems and make things right so travel plans become wonderful travel memories. We just don’t know how to thank you enough.”
Kris Rowe
Example #2.
A client once rushed into our office explaining his wife had been in a serious accident in Bali.
It was late Saturday afternoon and our office was about to close and the man’s passport had expired.
Deana Thomas (Senior Consultant) rang the emergency passport number and arranged an appointment for him to obtain an urgent passport that day.
We booked the man on a flight to Bali that night and he was able to get to his wife’s hospital bedside by Sunday morning!
Deana Thomas
Example #3.
Situation: Prior to the ESTA visa waivers…
A family booked a holiday to the USA and the husband’s tourist visa was denied.
Deana Thomas (Senior Consultant) arranged an appointment with the USA consulate and followed up with phone calls and letters asking (begging, beseeching) them to reconsider their decision.
The family had not been on a holiday together for 10 years and the parents had promised their children to take them to Disneyland when they turned 13 and 11-years old.
With all fingers and toes crossed, we ended the letter with “God Bless America” and his visa was granted.
Clients were totally stoked!!
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Check out some of our other Travel Agent to the Rescue stories, including Ben from Flight Centre, Sean from STA Travel, Ez from Student Flights, and Lorie from Travel Counsellors.
**Do you have any of your own stories of how you saved the day as a Travel Agent? Email shaun@karryon.com.au and I’ll give you or your team the praise you rightfully deserve.