Holiday on the brink of disaster? Here's how to save the day

When a dream holiday turns into a nightmare, do you know how to turn things around?

Travel Counsellors Kate Hayes and Hayley Voll found out the answer to that question recently when mum-of-two Justine Williams desperately needed their help when her trip of a lifetime turned sour.

Just hours after Williams touched down in Australia for a dream holiday with her two children, her son Harvey fell very sick.

Justine’s son, Harvey [middle], fell ill immediately upon arriving in Australia.

As she rushed him to hospital for a series of tests, a scared Williams reached out to her travel agent, Kate Hayes of home-based firm Travel Counsellors, for help.

Fortunately, Hayes was confident she had the tools to give her client the utmost protection thanks to the global support offered by the Travel Counsellors network.

Nurture your relationships

Williams contacted her agent and friend for help.

Williams’ close relationship with Hayes meant she didn’t have to think twice about reaching out to her for help.

By ensuring your clients think of you as more than just a retailer, you’ll not only make it easier to help them in their hour of need, but you’ll ensure your their first port of call next time they are planning a getaway.

Act swiftly

Unable to be there in person, Hayes put a shout out for assistance from an Aussie Agent.

Understanding how alone and helpless Williams felt in a hospital in a foreign country, UK-based Hayes knew hanging about was simply not an option. As a result, she instantly switched into “emergency mode”.

One of the first things she did was to notify Travel Counsellors’ 24/7 Duty Office which assists with rebooking flights or accommodation as well as contacting the insurance company.

Think global

Hayes’ next move was to find an Australia-based Travel Counsellor that could offer on-the-ground help via the agency group’s global message board.

The company operates in seven international locations with Australia a key part of the network.

“Within 24 hours, I had a whole list of Travel Counsellors from Australia that were saying ‘I can help, I can help’,” Hayes said.

Go above and beyond

Voll answered Hayes’ call & acted as the Williams’ family’s local consultant & friend.

Among the agents offering their assistance was Hayley Voll who was located right by the hospital.

“She said ‘I’m here, I can help. I can go visit the family’,” Hayes said.

Together, Hayes and Voll steered the Williams family through the traumatic ordeal.

Teamwork

via Giphy

More than simply answering the family’s travel questions and enquiries, the pair provided round-the-clock support, comfort and friendship.

“We just worked together as a team and the time difference didn’t matter,” Hayes explained.

“The whole community sort of came together as one and there was somebody there 24 hours a day.”

A fairytale finish

With someone there for her both on the other side of the world and right next door, Williams was overwhelmed by the “incredible” support.

And with the help of Hayes and Voll, the family went on to enjoy a wonderful two-and-a-half weeks together in Australia once Harvey came out of hospital.

“We were able to finish our holiday, which was lovely,” Williams said.

Watch Williams’ full story below:

Travel Counsellors is a global organisation capable of looking after clients every step of the way with seven international offices, local GDS specialists and local helpdesks. They offer 100% financial protection on their global products.

READ: How do Travel Agents handle the collapse of an airline

READ: All this & more could be yours with Travel Counsellors…

As a Travel Agent, have you experienced team work like this before?

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