PTM helps stranger in Atlanta and is rewarded with a Client for Life
For TravelManagers’ personal travel manager Sarah Bird representative for Casino in New South Wales, going the extra mile comes naturally. Without hesitation Bird recently assisted her client who was stranded at Atlanta Airport due to severe storms and pending tornado warnings, with getting back home to Australia. What is worthier of mention however, is that Bird also ended up helping a stranger and with it, obtained a new client for life.
It was a chance conversation that Bird’s client had with another passenger, Abby Moore who was travelling with her father also affected by the delays at Atlanta Airport that led to the call to Bird.
“Abby and her father had booked their airfares with an online travel agent (OTA) and they were not receiving any meaningful assistance from the airline staff on the ground or their OTA which they had booked with. It was while my clients were waiting for an update on their flight that they started talking to other Australian’s who were also stranded and my client suggested Abby contact me, which she did.”
Bird’s desire to assist a stranger in need was without question.
“The situation was not entirely straight forward as the original arrangements I had spent time working on got cancelled again by the airline. It took most the weekend with many emails and phone calls to finally resolve Abby and her father’s travel.”
For Moore, the professionalism she received from Bird and her genuine desire to help someone half way across the world was overwhelming.
“I was recommended to contact Sarah by a fellow passenger at the Airport after our flight was cancelled and I was left with no idea with what to do. Sarah worked tirelessly and rebooked my father’s and my flights home within an hour and continued to check up on me during the weekend. Sarah provided excellent service with very short notice.”
Thanks to Bird, Moore and her father returned home to Cairns safe and sound. From this experience, Bird has obtained a new client in Moore and significant word of mouth referrals.
“I will never book another overseas trip without Sarah. I thought it would be fine to book my arrangements without a travel professional, but after experiencing Sarah’s incredible skills and expertise I realize just how great it is to have someone to answer your questions, and solve any hiccups in record time. Ten out of ten I will recommend Sarah. She saved my holiday from the other side of the world, I can’t thank her enough,” says Moore.
TravelManagers is an example of a company utilizing technology to its fullest extent and clearly demonstrates the personal travel manager model, with its blend of online presence and personal service, is the future of the travel industry.
“Emergencies, natural disasters and flight cancellations do not always happen conveniently between 9am and 5pm weekdays as this situation shows. The ability to work anytime, day or night truly shows that our personal travel managers really offer a superior level of personal service and flexibility to any client,” says TravelManagers’ Executive General Manager, Michael Gazal.
Gazal commends Bird’s instantaneous willingness to assist as resonating perfectly with the TravelManagers family based values.
“Sarah certainly delivers on TravelManagers’ philosophy of providing personal, consistent and exceptional client service. This example shows Sarah really cares and will go above and beyond no matter what the circumstances – even when these newly introduced clients had booked services with another provider, she was happy to provide assistance. This type of personal service is invaluable and is indicative of our 500 personal travel managers across Australia.”
For Bird, it was just another day.
“Another happy client experience, all in a day’s work.”
For more information or to speak to someone confidentially about TravelManagers please contact Suzanne Laister on 1800 019 599.
TravelManagers operates in all Australian States and is a wholly owned subsidiary of House of Travel, Australasia’s largest independent travel company which has a forecast turnover of $1.5 billion for 2017. TravelManagers is a sister company to Hoot Holidays, also owned by House of Travel, and has more than 500 personal travel managers throughout Australia with a dedicated support team at the company’s national partnership office in Sydney. TravelManagers places all customer money in a dedicated and audited Client Trust Account which is separate from the general business accounts, ensuring client funds are only used for client purchases.