Working in the travel industry is not for the faint-hearted…or the humourless. It’s a job where no question is too absurd, no request too bizarre, and no day is ever dull. For every dream holiday and seamless itinerary, there’s an interaction that can leave agents wondering if common sense booked a one-way ticket to nowhere.
Between baffling geography blunders and customer requests that redefine creativity, the travel industry thrives on its ability to meet even the strangest challenges with a smile. If nothing else, it’s a masterclass in adaptability and a guaranteed source of dinner party anecdotes.
As 2025 begins, travel agents look back on some of their more baffling client requests that challenge the laws of logic. These stories from Not Always Right (source) reveal just how colourful the world of travel planning can be.
A whole new world
This agent shared a phone conversation they’d overheard between their colleague and a client.
“Hello, how can I help you?”
—
“I’m sorry, where?”
—
“You can’t find that destination on our website because it unfortunately doesn’t exist.”
—
“Because it’s a fictional place. It’s just from a movie.”
—
“Yes, ma’am, I’m sure. It’s not a real place.”
—
“Of course, I’ll be sure to personally call you back if that changes.”
Me: “Where did they want to go?”
Colleague: “Agrabah.”
Me: “Agrabah? Like… the city—”
Colleague: “—the city from Aladdin, yes.”
A world of pure imagination
Disney is so good at creating worlds people can’t seem to distinguish between reality and fiction. This one is from an American agent.
Client: “I want to go somewhere hot and tropical. A beautiful island maybe.”
Me: “We have lots of destinations like that. Perhaps we can—”
Client: Huge sigh. “I wish the island from Lilo & Stitch was real.”
I pause for a moment, waiting for a punchline until I realise she is serious.
Me: “You mean, Hawaii?”
Client: “Yeah. That place looks so nice. Do you have anywhere I could fly that’s like that?”
Me: “Do I!”
The look on her face when she found out that it was a real place, and not even outside the United States made me both very happy for her and her vacation, but also very worried about what she learned at school.
Lost in translation
This agent worked for an online travel agency in the United States where most customers booked their trips themselves online (“so you’d think they’d have at least some idea of where they’d chosen to travel” the agent said).
Most of my calls were people calling during their travels about issues they wanted us to fix, 90% their own fault, and very occasionally not.
Customer: “I need your manager.”
Me: “All right, I see you booked yourself a trip through Barcelona and Madrid. Why don’t you tell me what’s going on, and I’ll get you to the right people to help?”
Customer: “Nobody told me they’d speak Mexican here.”
Me: “…Come again?”
Customer: “There are too many people speaking Mexican. They should know that tourists speak American. This isn’t the service I paid for, so I need your manager to discuss how I’ll be refunded.”
Me: “I can get you to my manager, but I’m sure you aren’t eligible for any refund on account of hearing Spaniards speaking Spanish in Spain.”
Customer: “I’m from Texas, so I know better than you what Mexican sounds like. Get me someone who will get me my refund.”
And before you go harping on about Americans and geography, an Aussie agent had this one to share.
We’ll always have Vegas
Customer: “How long would it take to drive from LA to Paris?”
Me: “Do you mean Paris, Texas?”
Customer: “What? No! Paris in France! The Paris!”
Me: “Oh, I wouldn’t recommend it; you’ll get pretty wet.”
Customer: “Well? How long?”
Me: “I’m afraid you can’t. There’s an ocean in the way.”
Customer: “Oh. I just thought they were all connected. I thought it was just Australia that was surrounded by ocean.”
Me: “Yeah… lots of ocean out there.”
Customer: “Well that’s annoying. I have to go to LA, but I also really wanted to see the Eiffel Tower. I can’t afford an extra flight!”
Me: “Let me tell you about a wonderful place called Las Vegas…”
Photoshop beats makeup anytime (except at theairport)
An agent shared a story that blurred the lines between travel prep and artistry.
“They asked me if I could Photoshop their passport photo to make them look better,” the agent said. “I had to explain that tampering with official documents might not go over well at customs.”
Different air
Some complaints defy logic entirely:
“They demanded a refund because of an ‘allergic reaction to the air’,” said an agent. “They said the air in the destination ‘felt different’ and blamed me for not warning them.”
Why we love the travel industry
These stories are more than just laugh-out-loud moments—they’re a testament to the incredible power of travel to shape our perspectives and connections. Behind every unusual request is someone eager to experience the world in their own way, whether it’s ticking off the most iconic landmarks or finding hidden gems off the beaten path.
And that’s the beauty of travel: it offers each of us a chance to see the world differently, to engage with new cultures, and to come home changed—even if it’s in small, unexpected ways. So, whether your clients’ dream trip is a whirlwind tour of all the classics or an uncharted adventure, there’s no ‘right’ way to travel.
Because when we explore, we do more than just discover places. We discover ourselves and, in doing so, change the way we interact with our planet and its people. And that’s a journey worth every quirky request and head-scratching moment. Here’s to the travellers who make it all possible.
Here’s to every ticket booked, itinerary crafted, and problem solved in 2024. The year brought its fair share of challenges, laughs, and those moments where you had to smile through gritted teeth. But it also brought countless opportunities to connect people to the world—sometimes in ways they never expected.
As we step into 2025, let’s raise a metaphorical glass (or perhaps an actual coffee cup) to the endless adventure that is travel. May it be a year of smooth bookings, curious travellers, and the kind of stories that make the chaos worthwhile. Cheers to 2025 and whatever wild, wonderful, and unforgettable moments lie ahead.
