A slice of humble pie
Me and my big mouth! I’ve landed myself in hot water yet again.
About a month ago a regular client of ours enquired about the cost of flights to Denver departing on Christmas Eve. I quoted the current prices offered by a variety of airlines.
“I’m not paying that sort of money!” he exclaimed upon hearing them. “I normally pay around £300.”
I explained that the popularity of the departure date so close to the millennium would have influenced the pricing this year and urged him not to leave it too long before booking as availability would become increasingly difficult to obtain.
“I think you’re being optimistic if you think you’ll get anything for £300 this year,” I said smugly, “I doubt we’ll see those sorts of fares over Christmas. In fact, if we do, I’ll come with you!” I joked.
“If you find me one for that price, I’ll pay for you to come with me!” replied the client earnestly.
You’ve guessed the rest. British Airways’ special offer to Denver with Travel 4 fell well within the client’s budget.
I think I’d better start eating humble pie now or it’ll be Crisis at Christmas in our house if I’m not there to deal with the turkey!
Out of Africa
I recently found myself wandering what it is about this great nation of ours that breeds such eccentricity within our clients?
The client who prompted my debate walked into the shop sporting a deep suntan and a pith helmut. Standing in the middle of the shop, he looked all around him until he was sure he had the attention of both staff and clients alike and proceeded to ask, “Who wants a challenge?”
I’m unsure as to what response he expected at 10.30am with all staff members either serving clients or occupied with telephone enquiries but the silence that greeted his request was embarrassing. Feeling it incumbent upon me to save everyone else from further discomfort, I smiled uneasily at the chap and invited him to sit down.
He glanced at my name plaque.
“Right then, Maureen,” he said. “This is what I want and I want you to do it for me without passing me over to anyone else as it causes confusion.”
The brief turned out to be less than the Krypton Factor test I had been expecting, entailing establishing which airlines flew on which days in and out of different African destinations with the minimum connection hassle.
The client explained that he had only just returned to the UK having lived abroad for some years. I was then subjected to a potted history of his travels through Africa. I imagine he considered himself a poor man’s Michael Palin. If only he had a percentage of that man’s wit.
Eventually he stood up and snapped shut his briefcase. He shook my hand, took one of my business cards and told me he’d call back for the information as he was now in a hurry. An elephant to hunt, I presumed. He looked at his watch and told me he’d be back the next day at 13:00 hours. As good as his word, he reappeared the following day at 1pm. He came over to me and held out my business card.
“Do you know this person?” he asked me.
“Of course I do. It’s me,” I said, trying to decide whether the client was joking or simply mad.
He sat down as I gave him the information he’d requested. He glanced through it and then it began.
“So, BA fly in on Monday, Wednesday and Sunday but not Friday and Saturday?”
“That’s right,” I replied, “it’s just as I’ve written it down there.”
“And Swissair fly on Monday, Tuesday and Wednesday with Alitalia flying on every other day. What about Ethiopian Airways? Or Kenya Airways?”
I pointed to all the various options and gateways which were all clearly written down and tried to maintain a patient smile.
After what seemed an eternity, explaining each flight option with timings and stop-offs, I was finally able to bid him farewell.
No sooner had I exhaled with relief than he popped his head around the door again to say he’d definitely be booking with me, he just didn’t have the exact dates yet.
I can’t waitÉ
Living under a cloud
I’m thinking of compiling a booklet for agents looking for an adventurous holiday experience for daredevil clients. I need inspiration from others as I’m fast running out of ideas for one of my clients.
A widow in her fifties, she’s had a range of exciting activity-based holidays. She’s been white-water rafting, climbing, bob-sleighing, dog-sledding, paragliding and ballooning, all in the most obscure, inhospitable places.
Her latest request is for tornado chasing! I guess it makes a change from other ladies of a certain age who, in the same situation, chase men or rainbows.
Answers pleaseÉ
ABTA and the Department of Trade and Industry have produced a statement to help agents explain to single clients why they are charged a single room supplement. There is also guidance on why clients pay under-occupancy charges.
That’s a start but why don’t they tackle all the other questions raised by clients such as why flight supplements exist?
Why, if a holiday starts in the higher price bracket but the second week falls in the lower, are they still charged the higher price?
Why are there free child places yet the free child still pays flight supplements and, in an apartment, the free or reduced price child has to pay an under-occupancy charge although the apartment is fully occupied? Why does the child price apply only to two children?
I need a roll of wallpaper to list the questions clients ask about the inconsistency of information in brochure conditions.