Sometimes weird and often wonderful, clients’ luxury requests are rarely ordinary. So it’s lucky you lot are so hardworking. Travel Weekly has a few of tales from agents who have gone above and beyond the call of duty to make sure their customers’ wildest dreams can come true.
Save the last dance
Eagle Executive Travel director Sue Alexander took an off-the-cuff comment from one couple and built it into a booking.
“I have a lovely elderly couple who book regularly with us,” she says. “They were booking a holiday to Barbados. He was recovering from a serious illness and they hadn’t travelled for about a year.
“She mentioned that they had always dreamed of being in a huge ballroom dancing to a waltz on New Year’s Eve. It was something they had always promised themselves but now thought they would never do.
“After they left I did some research. I thought of the Imperial Ball held every New Year’s Eve at the Hofburg Palace in Vienna.
I contacted the Palace and was promised tickets for the ball and gala banquet. I then contacted the Hotel Sacher, Vienna’s most famous five-star hotel, and negotiated a special four-night package, including a visit to the Spanish Riding School on New Year’s Day. Surprisingly, flights were still available so I provisionally held some.
“I called my clients and put the proposition to them. They were over the moon and couldn’t believe we were able to make their dream come true. They were absolutely thrilled. She even came in to show us the ball gown she had bought for the occasion.
“They had a wonderful time and were able to Waltz on New Year’s Eve in a magnificent ballroom, and we had two very happy clients!”
Respect your elders
Altham Travel in Leeds had a visit from one of its oldest customers – in both senses of the word. “Mr Bagshaw has been a client for a long time,” says branch manager Lindsey Harrison.
“He wanted to go to India for his 100th birthday with his 67-year old daughter. Mr Bagshaw needs a wheelchair to get around and we knew he would need extra special care so we went to Cox & Kings.”
The operator was able to help Altham Travel organise a private tour seeing the highlights of Rajasthan, even finding a hotel room with a view of the Taj Mahal so the man could sit on his balcony and see the iconic sight. The steps of the heritage hotels didn’t present a problem, as Mr Bagshaw was carried on the shoulders of the staff.
“Our clients were happy to pay to receive such wonderful treatment, but there were some things they loved that money couldn’t buy,” Lindsey says. “The local people were so friendly and paid their respects to her father because of his age.
“Mr Bagshaw had said he wouldn’t mind if his trip to India was the last he took before he died, so long as he saw the Taj Mahal. Happily for everyone, at 104, Mr Bagshaw still books with Altham Travel, but he tend to stick to cruises these days.”
Ruffled feathers
Travel Counsellor Helena Grimes has one wealthy client who always has the same strange request…
“One gentleman insists on having a bed board put underneath the mattress in his room – even on cruise ships. I’ve had fun trying to explain to hotels why and what for over the years.
“He also insists that there should be no feathered items in his room – I’ve never asked him why!”
Staff bonus
A surefire candidate for the best boss in the world gave Robert Broad Travel a difficult-to-solve enquiry. The customer wanted to send 34 of his managers from across the Midlands on an all-expenses paid short break to Europe – on a private jet.
However, the trip was due to leave in less than a fortnight, the private jet was based in London, and all the crew were off on the weekend in question. “We managed to organise for the jet to be brought up to East Midlands airport, and the jet supplier pleaded with the crew to come into work,” recalls Oliver Broad, director. “Fortunately they were stars and it all worked out.”
The agents then sorted out a luxury hotel in Sardinia, co-ordinated airport hotels and parking for each individual and juggled various dietary requirements.
“Three days after the client had walked in, we had everything confirmed for the £75,000 booking,” says Oliver. “Everything went smoothly and all passengers had a wonderful trip. Both the private jet supplier and Aito operator did a fantastic job at looking after our new clients.”
Down to a tea
Mum was the word for Chris Turner at Kitts Travel. A husband was taking his wife to Bermuda for her 40th birthday, and wanted to surprise her with eight of their friends ‘just turning up’ for her birthday afternoon tea.
“We had to keep the extra guests hidden for about 24 hours, between their arrival at the hotel and the birthday celebration,” Chris says. “We got them on a different flight from the couple, and then booked the hotel, the Southampton Princess, through Prestige.
“The operator and the hotel really entered into the spirit of the challenge, making sure the wife wouldn’t bump into her friends. We had our hearts in our mouths, but they managed it – as the couple were having the birthday afternoon tea one of the friends walked past and said: ‘You don’t need sugar, do you?’ She did a complete double take – she hadn’t suspected a thing.”
