This week on Travel Agent to the Rescue we speak with Ez Yiap from Student Flights who once again showed that booking with a brick and mortar travel agency pays off when you need it most…
Take it away, Ez…
Ez Yiap, Student Flights
**
Last year I booked a trip over Christmas/New Years for a young customer travelling to the USA and Canada for a ski trip.
After looking after him with the dates and prices on the flights and putting everything together with my advice, we started shaping the holiday.
I spoke to the his dad at length about why he should book with me at Student Flights instead of online or another company because of the unique products we have – e.g., our Travel Insurance for under 30’s which is aimed at young people (our demographic), as well as our Black Market Essentials package which allows three free date changes (plus other cool features) to your return flight once overseas.
Gotta love Canadian powder snow.
Anyway, about a day before the client was meant to fly out of Vancouver (where he’d been skiing) I received a phone call from his dad. Unfortunately, the client had caught an ear infection in Canada and was under doctor’s orders not to fly for at least another week!
Luckily, the client had travel insurance with us through Covermore and I was able to provide his dad with all the details over the phone about what to do.
But even better, because the client had our Essentials package, I was able to change the flight date back home to a week later for FREE – right then and there, with no hassles about adcols, no calling the airline and waiting on the phone, and no worrying for the client about being out of pocket until an insurance claim got paid out!
Happy customer, happy life.
The client ended up staying a week longer and was able to get back safe and sound in the end, and both the client and his dad were really grateful in the end that I’d offered the Essentials package and explained the benefits to them.
They were also very satisfied with the high level of customer service they experienced.
Since then the customer booked a one-year round the world trip and he now knows all about the GREAT things I can do for him!
**
Ez’s story highlights the importance of offering your clients all the protection that could need whilst travelling overseas, including of course travel insurance and anything else that can help your clients (for example, in Ez’s case, the Essentials package).
Well done EZ!
Have you read how Lorie from Travel Counsellors saved the day for one of her clients, yet?
