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Agent’s passport to top prize


Sharon Morley beat off competition from five other strong finalists for the coveted title of World Travel Market Discovery Agent of the Year.



The new award, presented by WTM and Travel Weekly, in association with British Midland, aims to recognise an agent who demonstrates outstanding customer service, professionalism and personality.



Morley wins £1,000 in prize money and will be an “ambassador” for WTM during 2000 and attend key travel industry functions.



Morley will be presented with her award by British Midland chief operating officer James Hogan at WTM’s central feature areaon Thursday November 18 at 1.15pm. She will be joined on stage by the five runners up who will collect their certificates.



Name: Sharon Morley.



Agency: Wickers World Travel in Bodmin.



Example of exceptional customer service: Sharon received a call from two clients at Bristol Airport travelling to Corfu who had left one of their passports at home.



The flight was due to depart in 3hrs and Sharon obtained the contact number for a family friend who had access to the clients’ house and knew where the passport was. Sharon’s father collected it and drove to the airport in time for the flight.



Name: Linda Bopp.



Agency: Let’s Go Travel inBarnstaple.



Example of exceptional customer service: Linda arranged for an elderly couple and their dog to go to Perth, Australia after their request had been turned down by other agencies.



She spent four days trying to book the dog on the same flight with the British Airways freight department.



The dog, however, was later refused on the flight. Bopp finally got an apology from BA three months’ later and a £50 cheque for the clients who had to pay for the pet to go into the BA kennel for three days.



Name: Caroline Nickerson.



Agency: Alpine Answers inLondon.



Example of exceptional customer service: Caroline arranged for two families who wanted to stay at a good quality, catered chalet in Courchevel 1850, which has a good snow record and was good for children.



However, there was no availability for an upmarket chalet so Caroline arranged a suitable chalet in Meribel for the clients with a smaller, independent tour operator with a good reputation.



Name: Anthony Fulwood.



Agency: VCSWorld Travel in London.



Example of exceptional customer service: arranged a honeymoon for a regular US client’s daughter.



He organised everything from airport transfers, theatre tickets and dinner reservations in London to a weekend break in Paris. He met the couple at the hotel to welcome them.



Name: Steve Clarkson.



Agency: Suncare Travel inSealand.



Example of exceptional customer service: organised a trip to Penang, Malaysia for a single paraplegic woman. He arranged for her to be moved from her wheelchair into a sky seat on her outbound flight with assistance from Manchester Fire Brigade and also assistance in Kuala Lumpur and Penang. Also gave her information on dimensions of room to facilitate access as well as asking for a ramp to be built to overcome small step into the hotel in Penang. The agency is now recommended by the Spinal Injuries Association.



Name: Penny Bones.



Agency: Southern Cross Travel in Wadhurst, East Sussex.



Example of exceptional customer service: Penny arranged a last-minute ticket for a regular client to Singapore. She then collected him from the local station, handed over the ticket, gave him coffee and cake and put him on the train to Heathrow.


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