I still don’t know why clients ignored our advice but we really could not have done more to help them, says Spear Travel’s Kim Kent.
January came and went and it felt normal for us, which was encouraging. Now to February and, so far, no two days are the same. One is really busy, the next quiet. I think there is still some resistance to travel, although everyone is desperate for some sunshine.
I have been in the industry many years and have always prided myself on the service I give to my customers, recognising those who need more help and support in guiding them through the ever‑changing travel requirements.
Testing chaos
One recent example of this was when we pulled out all the stops to help three ladies in their seventies travelling via Dubai to Oman with Emirates to visit family.
It was obvious these ladies were nervous but we were able to answer any questions and offer additional advice. When they came to collect the tickets, we talked through all the up-to-date requirements they would need to travel.
We were therefore surprised to receive a call from them on the day of their travel to say they had been refused boarding as their tests were out of date. Dubai had changed the rules from 72 hours before departure to 48 hours at the beginning of January. This had been made very clear to our clients on several occasions.
It was obvious these ladies were nervous but we were able to answer any questions and offer additional advice
With no time to spare, we got on the phones to try to get their flight rebooked and kept in constant touch with them. We helped to book more tests and an overnight hotel.
Meanwhile, the daughters in Oman were calling us, shouting down the phone, blaming us for not looking after their mother. We remained calm and said we were doing all we could.
The flights were booked through Jetset, who were difficult to get hold of but very helpful once they’d answered. Flights were rebooked for the following day.
There were charges for the change of date, yet when we advised the client of this, she said she had spoken to Emirates at the airport and that they had told her the booking would be changed free of charge. When we spoke to Emirates to clarify this, they stated that there were no notes in the booking to this effect and that such an offer would not have been made.
Above and beyond
I can honestly say we pulled out all the stops to help these ladies.
Yet even once it was all sorted, we were still getting calls from the daughters – not thanking us, but blaming us and saying it could have been avoided if we had done our job properly.
They said their mother didn’t understand technology and couldn’t work emails. This was strange as we had the email trail where she had replied to us about the changes to the testing rules. She had said she completely understood the new time frame and would comply with it!
She said she hadn’t received a very good service from us. When asked why, she sheepishly said we hadn’t sent her a ‘wishing you a pleasant holiday letter’
I spoke to the client at the airport to check she was OK. I asked why they hadn’t complied with the new regulations. She said she didn’t want to talk about it but hadn’t received a very good service from us. When asked why, she sheepishly said we hadn’t sent her a ‘wishing you a pleasant holiday letter’.
I give up!
I opted to toe my own party line
Walking to work, I noticed a film crew outside my shop. I had no idea what it was all about, but during my manager’s meeting on Zoom I mentioned that I would keep my lipstick on, just in case! It turned out to be Sky News filming interviews about people’s opinions on MPs’ recent party antics during lockdown.
When the film crew asked if they could interview me, I naturally agreed – and even managed to get in a few plugs for the business. But I was careful with my answers to leading questions about what has been a politically emotive subject. One thing I’ve learnt from these sort of soundbite interviews is that the safest option is to sit on the fence!