I know that booking online can be easier, cheaper and less time consuming (assuming, that is, that you’re not persuaded by those pop-ups to check your credit rating, IQ or sex appeal, or read the news, your stars and the most recent update on Katie and Peter – the internet is a wonderful thing, to be sure).
But sometimes, you simply cannot beat the human touch.
I owe Pam in Virgin Holidays reservations a big thank you, for being a human in touch with all the best eateries in Dubai. It was her knowledge that clinched a sale for me.
My client and her husband are regulars and I have got to know them well; since she divorced her first husband and took up with this one, I have booked them to various great destinations.
Holidays have been important to this new family, as they have been the times when my client has had unbroken access to her daughters, who both live with their father.
With a 12-day window to take a break, the couple were in a quandary about whether to book the trip I’d found to Dubai – their first holiday without the children in tow.
“We’re on a bit of a budget,” said the woman. “Dubai looks really lovely but I’m not sure we’d be able to afford to eat out in the evenings.”
It was at this point that I enlisted Pam’s help. She visits Dubai twice a year and named restaurants where our clients could eat reasonably cheaply, and even offered to email me her favourites.
“That’s it, decided!” I said enthusiastically.
“I don’t know if I can do this,” said my client, “I feel so guilty. My eldest daughter has always wanted to go to Dubai. It’s not fair if we go and she doesn’t. Perhaps we should think about somewhere else?”
I took a deep breath. It had taken us two days to get to this point, flitting across the globe for possibilities until Dubai presented itself. Without thinking, I opened my mouth and words came out.
“Don’t you feel guilty about a thing!” I said. “You’ve taken those kids all over the world and now it’s your turn to enjoy yourself. You’ve been a brilliant mum and
your girls know it.”
I’d obviously touched a nerve as she burst into tears. But she booked in spite of them and, as she left, she gave me a hug. You don’t get one of those when you book online.
Editor’s note: See photos from the DCTM and BA fam trip to Dubai on our travelhub community
Weighing up the costs
Not long after, I booked a couple a honeymoon to South America with Veloso Tours. Their ideal itinerary was a little bit over budget. Again, food was the sticking point.
“I thought food was included in the price!” exclaimed the groom. “If we’re going to have to buy that as well, it’s going to take us well over our limit.”
I explained that we have a wedding list voucher scheme, whereby guests can make a financial contribution toward the cost of the honeymoon.
“That’s no use,” said the rather joyless groom, “all our friends are as tight as a gnat’s chuff!” (I didn’t ask; I suggest you don’t either).
The bride’s face grew longer as her South American dream slipped from her grasp. So I asked Veloso Tours managing director Paulo Veloso if he could help, by giving them an idea of the sort of costs they could expect to pay for food in the region.
Again, the reassuring words of an expert sealed the deal. Paulo told the couple that there was a food-by-weight system in operation. Diners pick up a container, fill it with food and take it to the pay station in the restaurant, where they are charged only for the weight of the food eaten. It seems £7 could buy you a slap-up feast!
“There you are,” I said, “adventure on a shoe string!” And that’s the motto of many a marriage!
Good luck to Rick
This week we said farewell to our only male colleague, Rick, who is off to pastures new. We will miss his manly presence; after all, who will take the bins out and change the light bulbs?
Rick has coped admirably with an office full of women, and can do girl chat with the best of them; he swears it’s not this that has driven him away! It has been such fun and we will miss him tremendously. Good luck, Rick!
Maureen Hill works at Travel Angels in Gillingham, Dorset
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