| Journal: TWUK | Section: |
| Title: | Issue Date: 10/07/00 |
| Author: | Page Number: 59 |
| Copyright: Other |
Finding the right weapon against bureaucracy is a shot in the dark
When it comes to taking firearms abroad, you really have to bite the bullet and try to strike the right Rapport with the airline
Gunning for itWe can number a few members of the local shooting club among our clients. Their sport takes them to competitions all over the world and they are highly seasoned travellers who have flown with a variety of different airlines.
By now they are well versed in the procedures involved in taking firearms on board aircraft, from packing the ammunition appropriately to filling in forms. Naturally, they are accustomed to informing the airline with which they are flying they will be carrying dangerous weapons in the form of firearms.
The club leader called in this week to book seats to Cyprus, the venue for their next competition. We found seats with British Airways and he duly booked for himself and his fellow club members. As he left, he reminded me to inform the airline of the number of members and the names of those who would be carrying weapons as he didn’t want any problems at check-in.
I rang BA Rapport. It soon struck me that this is an entirely inappropriate name for this service – the last thing the clerk at the end of the line wanted with me was a rapport!
After pulling up the booking, she said, “It’s not us you need to inform, it’s BA Holidays.”
“Are you sure?” I queried.
“Yes. Do you have their number?” came the reply.
Slightly puzzled, I rang BA Holidays. The girl I spoke to sounded bemused, but was helpful enough.
“I don’t know why they directed you to us,” she said. “We’re BA Holidays, it’s nothing to do with us. You need the airline. Get back to Rapport.”
I got back to Rapport and found myself plugged in to soft music. Clearly a strategy to diffuse tension, I cynically thought.
Eventually a voice piped up and brought me out of my melody-induced trance.
I explained the situation again. Again I received the same reply: they weren’t the ones who needed to be informed. I asked the voice to check with its supervisor which it dutifully did, though the refrain remained unchanged.
Rapport didn’t need the information as they can only alter seating and food on the number I’d rung in on. I explained that I really didn’t want to alter anything! In a fit of exasperation I suggested that BA were more worried about smoked sausage than smoking guns, at which point I was told to ring the BA customer number.
The clerk answered directly. “Are you an agent? We don’t deal with agents on this number. I suggest-”
I stopped her mid-sentence and said I was fed up with being passed around like a plate of cakes.
Instead, I told her to make a note of the names of the passengers who would be carrying firearms on the aircraft and to do with this information whatever she saw fit.
Hens know how to party
Checking with Superbreak this week I was surprised to learn that there is at least one area in which women are increasingly dominant. It appears that the pre-nuptial stakes are being won hands down by the hens, who are doing great business with Superbreak.
While the stags are still staggering around the pubs and sleeping in ditches before their big day, the ladies are taking more comfortable weekend breaks. Blackpool is the most popular destination for the girls to let their hair down.
For those of us already caught in the marriage trap, Superbreak is currently offering a theatre break to see Ian McShane of Lovejoy fame in the West End production of The Witches of Eastwick.
Now there’s a man I’d gladly pick up my broomstick for! And if he’s your cauldron of delight too, I’d suggest you conjure yourself a couple of tickets soon as they’re selling like hot cakes.
Keep it in the family
Gillingham isn’t far from the town of Blandford Forum where there is a large army base. I mention this as it might help explain Kate’s client’s motivation.
A young lady called in with a print-out from an agent in Yeovil which she wafted under Kate’s nose.
“They want £74 for a flight from Bristol to Belfast!” she announced indignantly.
“Yes,” said Kate “and how may I help you?”
“Will you give me a discount?”
“I’m afraid I can’t,” replied Kate.
“But my brother’s in the army! I thought you’d be more sympathetic in this neck of the woods!”
Mum’s the word
Having been a working mum for much of my career, I am full of admiration for the many hundreds of women in the industry who manage to hold down full or part-time positions, run a home, parent children and still keep smiling. I know there were times when I found it nigh on impossible.
I was especially impressed by the tenacity shown by Violet Nicolaou of Cyplon Holidays. When I spoke to her, she’d already been up since 5am that day and transported her two-year old twin daughters to their grandmother’s home in Enfield before making her way to the north London offices of Cyplon. She tells me that her husband Nick picks up the kids before collecting her on the way home. It’s a very busy day for all the family, but Violet loves her job and the industry and so will continue to pack 30hrs into a day, smiling through them all!
Time for a memory recall
On the subject of long days, can you recall the days before call centres when it wasn’t worth calling a company out of hours?
Mathilde Roberts of Argo Holidays may not remember this, but in the days when all business was conducted over the phone, I called Olympic Holidays for whom she was working, at 9pm in a panic. I’d forgotten to confirm a booking! Unable to relax, I phoned on the off chance and Matilde answered! Problem solved and I could sleep easy.
These days we may have the call centres, but we don’t always have the expertise-