Grizzly encounters
It’s been rather quiet in the shop of late; I imagine that’s because everyone is busy preparing for Christmas. So I found it somewhat unusual when we had a number of clients through the doors all at once, demanding attention.
As one client bade my colleague Rick farewell, a woman pushed her way to his desk before he could even utter a greeting to the next person in the queue. She apologised for interrupting and went on to say she’d had a wonderful holiday in western Canada and she wanted to thank Rick for recommending All America Holidays, with whom she travelled.
Of course, this is exactly the sort of publicity any agent enjoys; the waiting prospective clients hanging on the words of a satisfied client. In this case, the satisfied client spoke at length about magical encounters with bears when she took an excursion, and the unexpected beauty of the destination. Rick’s chest visibly swelled with pride.
He thanked her for taking the time and trouble to call in and asked for her holiday dates so he could retrieve the file and make a note on the database.
“Oh, you didn’t book it,” she said, “I booked it direct.”
Not quite the happy ending Rick imagined, the idea possibly poisoning the minds of other punters, too.
Rick’s chest deflated in an instant. He explained to the client that, having taken her through the brochure and recommended the holiday, an agent must reasonably expect to do the booking. After all, we are not just a brochure pick-up point, in spite of what the public might think.
Smiling, the client disregarded this explanation of how a travel agency works and continued to show Rick pictures of the bears.
Needless to say, Rick found he had more in common with the animals than he’d imagined. Suddenly he felt a bit grizzly and his head was somewhat sore.
A little investigation into the case led to a company discussion with All America director Chris Neill, who traced the woman’s details and ascertained she had indeed booked direct.
Chris was asked if the client had used a booking form with our agency stamp on it since, in the past, if an agent’s stamp appeared on a booking form, most companies would still pay commission to the agent. He explained that, these days, most clients simply print a booking form from the web, or ring up direct to book, so it was impossible to know how the client had found out about the company.
This situation continues to irritate me and many other agents. After all, we often spend huge amounts of our time expounding the virtues of a destination and seeking the most appropriate operator to suit the client, only to have our efforts undermined when the same insensitive client goes home and books direct over the phone.
All America has a good relationship with the trade and when such instances are discovered, it immediately rectifies the situation. In the past, it has split the commission with the agent involved and, indeed, did so this time. But how many other operators would do that, I wonder? Perhaps we should compile our own special list of the good, the bad and the ugly?
Blazing passions
Star Clippers general manager UK Alison Repoulnios has just taken a bite out of the Big Apple and enjoyed it so much, she can’t wait for more. But it wasn’t the Empire State Building that captured her imagination, nor was it Macy’s or Central Park. No, the attraction for her is uniformed and comes in the form of lieutenant Mike Cacciola from the New York City Fire Department.
Fate’s fickle finger brought the two together at a fundraising event on behalf of the Fire Services National Benevolent Fund, arranged by TravelWise retail director Rita Hunter, whose own husband is in the fire service over here. The function, held in Liverpool’s Town Hall, brought together 25 Liverpool firefighters and 25 firefighters from New York, who had been decorated for their bravery during the September 11, 2001 attacks.
Thus was ignited a transatlantic love story. Mike invited Alison to New York and showed her around the city in style. And while Mike worked shifts, Alison decided to adopt the NY fitness mindset that has people pounding the pavements in tracksuits. She was soon such a familiar sight on her running route that the ‘delicatessen guy’ would shout through his loud hailer as she passed, “Pastrami on rye, $2. Keep it up!”’
So, love blossoms in unusual places. Anyone looking for love could always attend the next firefighters’ ball – just contact Rita Hunter. She’s not just looking for guests though; she’d very much like to hear from you if you’d be interested in donating a prize for the raffle.
Come on folks, all hands to the pumps!
Christmas lunch ladies
Ladies who lunch did so this week at the Association of Women Travel Executives annual Christmas lunch. Host Bales Worldwide, was represented by the first lady of travel, chairman Molly Bales, managing director Mandy Nickerson, HR director Vivienne Thorn and customer services manager Belinda Keay.
Vivienne had recently returned from Peru and Mandy from China, so talk of travel was on the menu as well as turkey and all the trimmings.
AWTE chairman Jackie Steadman invited us to participate in the charity auction in aid of Family Holiday Association. We also enjoyed entertainment from the inimitable Frank Carson and children singing carols. Yes, the festive season is truly under way.
