Two agents have been hailed as heroes for helping a mother and her sick baby at a resort in Cuba.
Peter Finlay and Andrew Wallace of Horizon Direct Holidays stepped in to help Rochelle Mayfield after her one-year-old son contracted chicken pox and they were not allowed to fly home on April 27 from the Playa Costa Verde resort.
Mayfield, from Sheffield, posted a plea for help on the ‘Playa Costa Verde’ Facebook page as her son’s formula milk was running out.
The two Aberdeen-based agents saw the post and arranged for formula to be taken out by one of their customers due to stay at the resort. They also attempted to arrange for the family to remain at the Hotel Playa Costa Verde for an extra week.
Finlay, general manager, said: “It didn’t matter that she wasn’t our customer; someone needed help and we were in the position to give it to them as we had customers flying out the next day.
“It is just about being nice and customer service has always been our top priority.”
Mayfield and her family were travelling as part of a wedding party, on a Thomas Cook holiday.
Reps in the resort assisted Mayfield and advised her to contact her travel insurer, which offered her accommodation at another property and a return flight on the next available Cook charter.
Due to no availability for the next 10 days, Mayfield, her two young sons and her partner flew home on Monday through an alternative booking made by Horizon Direct.
Mayfield said: “I am just so happy and relieved to be back.
“Andrew and Peter are my heroes; I have never met them and they have done so much for me.
“I’ll definitely be booking my future holidays with them.
“You cannot get that service anywhere else.”
A spokeswoman from Thomas Cook said: “Our team did all they could to help Ms Mayfield contact her travel insurance provider and look into alternative travel back to the UK.”
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