This week I had 3 travel dramas where I need to help my clients out:
Connecting flight from Tokyo - Paris was cancelled.
Cagliari to Naples flights was cancelled.
Sydney - Melbourne flight had a time changed and clients being bumped off.
When situations like this happen, I usually get notifications from my flight booking or email first. Then my job is to find the solutions for my clients before telling them the bad news so at least they have some options to choose from.
Clients get upset when their travel plans are affected so I totally get them but I also know it's not my fault so I just simply take the emotion out and tell them what is the best solution. Read on to see what I had to do to help my 3 clients out with their dramas:
1. Connecting flight from Tokyo - Paris was cancelled.
The flights were Sydney - Tokyo - Paris - Tokyo - Sydney for 21 June - 13 July. Tokyo - Paris was cancelled due to the Ukraine situation and the flight won't be operating the whole month of June til early July. I rang the airline which I had to wait for an hour and got her flight via Frankfurt. Emailed the client that she can either go via Frankfurt or get full refund which she'd have to wait for 3 months, buy a new ticket which was around $4500 for the same dates.
Recommended her to go via Frankfurt to keep the cost down even there is an additional flight and annoying. She was annoyed but agreed with me.
2. Cagliari to Naples flights was cancelled. Her Easyjet flight was cancelled and the airline offered either a full refund or fly the next day. She has her accommodation booked for her trips already so she must fly on that day to Naples. Her original flight was at 2pm but the new flight I have found for her is with another airline that depart at 6am. She'd have to wait for her refund which could take up to 3 months and pay for the new flight out right.
She was super annoyed and thought it was unfair which I totally agreed but I told her that these things happen and it's out of everyone control. I also said that I'm on her side and my job is to help her without her having to lift a finger.
3. Sydney - Melbourne flight had a time changed and clients being bumped off.
This was a redemption points booking for her mom,brother and his wife. The flights were Sydney - Melbourne - Dubai - Malta. Tickets were issued on 1 ticket however Qantas decided for her mom's ticket, they can check her bag through where the brother and his wife cannot as they claimed it was issued on a separate ticket.
I told my client who was at the airport that their tickets were issued on 1 ticket and they should be fine. Then Qantas was going to bump off her brother and his wife off the flight. I told her that I'll talk to them but in the end, Qantas check in staffs said "oh everything is okay now". I hate it when they take advantage of people like this. Can you imagined if you didn't know better and just accept what the airlines say?
When you book your travel with me, not only I find a great deal for you and explore all the possibilities, when shit hit the roof like this I'm always there for my clients.
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