Not Just Travel agents have been working hard since the weekend, along with the agency’s operations team and tour operator partners, to support clients affected by devastating wildfires in Rhodes.
Thousands of people have been forced to leave their homes and abandon holidays on Greek islands, as fires have spread across the region since Saturday (July 22).
Lisa McCallum, a consultant with the homeworking agency, said she has offered “logistical and emotional support” to her clients – a family of two adults and two young children – who have been moved several times around the Greek island as they escaped the flames.
Meanwhile, fellow agent Lee Trowbridge has been helping a family of five – mum, dad, grandfather and two sons aged 12 and 14 – who were evacuated and spent a night on the airport floor.
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McCallum has been in “constant communication” with her customer since receiving a WhatsApp message on Saturday afternoon about the fire close to her hotel, the Princess Sun.
“She and her family had been swimming in the pool when people ran and told them to grab their passports from their rooms and leave immediately,” said McCallum.
“They then saw the flames leaping up to the sky just close by. There was no way they could have carried suitcases in 40-degree heat [so] they were evacuated on foot with just a few belongings.
“The poor family has been evacuated to six different hotels as the situation was constantly changing.”
McCallum has liaised between her client and Jet2, offering advice such as keeping receipts and photos for travel claims.
“I have been updating Jet2 so they could mark her location and get the family more information,” she continued.
“They have had a horrendous time, having to shower in pool showers and queuing for food and water.
“I’ve helped negotiate room stays so that at least a tiny part of their trip has been slightly less stressful – but what they’ve gone through is no less than traumatic.
“They’ve woken up on the floor of a hotel lobby covered in ash.
“I’ve been able to call Jet2 on their behalf and they have now been reunited with their smoky belongings.
“It’s been hard emotionally because it’s a real worry when it’s your client.
“It’s positive that for their last two nights they are in a top all-inclusive hotel, so now the children can swim in the pool and try and have a ‘normal’ holiday’.
“My client has been super thankful that I’m there virtually by her side.”
Trowbridge also leapt into action on Saturday afternoon when his client Edd called about the evacuation of his hotel, the Lindos Imperial.
“He has since been moved about and spent one night sleeping on the airport floor,” said Trowbridge.
“I’ve been working from the UK, relaying the latest information to him, looking at accommodation and flight options.
“I was able to find him accommodation just 15 minutes away from their airport and the family have since arrived back in the UK.
“He said that while other holidaymakers were panicking around them, not knowing what to do, he found it very reassuring to have me on the end of the phone, giving him the latest advice.
“It’s in situations like this that you come into your own and show your value as a travel consultant.”
Steve Witt, co-founder of homeworking travel giant Not Just Travel and its recruitment arm, The Travel Franchise, added: “The recent situation shows why many people prefer to book a package holiday over arranging each element of their trip, such as flights and hotels, separately.
“Our agents are available out of normal office hours and many provide their customers with their personal phone number in case of emergencies at no extra cost.
“We also have an expert operations team who will assist any agent trying to help their customer.
“During the pandemic many travel agents worked heroically to get stranded customers home, reschedule reservations and assist with refunds.
“Now, once again, they are proving that they are invaluable in a crisis – a service which often goes beyond the call of duty.”
Pictured from left: Lee Trowbridge with his wife and travel business partner Louise Trowbridge; a photo taken by Lisa McCallum’s client; and Lisa McCallum.