The phone rings, and on the other end is a client demanding you clear the resort of slow walkers or fly in a lobster from another ocean. For Olivia Ferney, this is a Tuesday. The travel specialist behind TravelWithLivii has turned the surreal, eyebrow‑raising demands of the ultra‑rich into viral theatre, building a community of nearly 400,000 followers who tune in to hear what the world’s wealthiest come up with next.
Ferney works at Top Tier Travel, where she manages luxury clients who expect bespoke service at every turn. With client permission, she either shares or reenacts just some of the calls that make jaws drop. In her clips, she keeps a poker face while firing back solutions: a golf cart instead of policing slow walkers, a private chef instead of air‑freighting a potato, or a firm no when the request crosses the line.
Extreme client requests she has received
Among the requests she has fielded:
- To rent a full branch of Palm Jumeirah in Dubai, described as “basically like renting a province or state”
- To book an emergency helicopter extraction from a yacht to a party in Mykonos
- To import spring water for hair washing only
- To have margaritas made with limes from a specific country
- To get exclusive spa use with no other guests in sight
- To have “cute girls to hang out with” (refused)
- To cancel a US$100,000 mansion booking over the number of TVs
- To demand new lemons as the lemons on site were not “vegan enough”
- To hire a yacht “just in case” with no intention to use it
- To hire a private jet “just in case” there were no Business Class seats
How she handles it without losing control
Ferney maintains several principles when dealing with such requests:
- She acknowledges many demands are extreme
- She works within what is possible, and explains when something cannot be done
- She uses creativity to provide alternatives when certain requests are impossible
- She respects client confidentiality, reenacting calls with consent
- She draws firm boundaries and refuses illegal or inappropriate requests
Concierge offering and drawing the line
Ferney distinguishes between her agency’s core services and full concierge‑type demands.
She says the company does handle 360‑degree services for a select group of ultra‑high‑net‑worth individuals and celebrities, who pay significantly more and expect comprehensive service and draws the line when clients expect full concierge services without paying for them. For example, when someone spending $10,000 demands services that belong to a higher cost tier, she pushes back.
Ferney also refuses illegal requests, including inappropriate social or companionship demands.
Why Australian agents should pay attention
These requests are pretty absurd, but the lessons are real. Ultra‑wealthy travellers increasingly demand hyper‑personalisation, with expectations that move beyond premium rooms or views. Clients now ask for exclusivity, instant fulfilment and total control, which places pressure on agents to be both creative and firm.
Tales from the frontlines: Travel agents’ funniest client requests
The serious takeaway for agents is the widening gap between cost and expectation. Some clients expect six‑figure concierge treatment while paying far less. That makes it essential to set boundaries, define scope and clearly communicate costs.
For Australian agents, this is a signal. Whether you build true concierge offerings or not, be transparent about what is included, what is an add‑on, and what is off‑limits. Owning those boundaries protects profits and your sanity.
KARRYON UNPACKS: Travel agents will succeed when they balance extraordinary service with clearly defined boundaries. Luxury is not unlimited. Being upfront about what is feasible protects margins and reputation.
