January 2005 |
Welcome to a new column, one that needs your input and information. If you want a supplier or a res agent or DSM to get special recognition, let us know. If there is something amiss with a company’s policies or actions, share them with us as well. Which booking engines and Web pages are a hit and which ones are a miss? E-Mail your suggestions to packagedeals@comcast.net
Flips
To Blue Hawaii — for taking a lemon and making lemonade — or was it pineapple-ade? When a res agent incorrectly keystroked transfers for Dec 2005, instead of Dec. 2004, leaving a couple stranded, a gift was later sent to the clients. And the reservationist bypassed the usual requirement that complaints must be in writing.
To RCI/Celebrity for changing their gift list pricing to be more affordable for travel agents. Maybe this will set a trend.
To agent Sandy Millis from Joyful Journey in Livonia, MI. When she had serious clerical problems with a cruise booking, her res agent cured them. Sandy did the right thing. She found out that the res agent was taking a cruise vacation, and ordered a $75 shipboard credit for her savior. Now that’s class!
TO Southwest Airlines. It wants to know if agencies are booking their flights and is collecting data about where its business is coming from. Can’t hurt — if you call in orders, tell them you’re an agent.
And a big FLIP to Expedia. They now have added a $15 booking fee to cruise rates, pricing Carnival and others higher than our rates!
Up until recently, if you call Apple Vacations after hours, you were directed to its Web site — and it is NOT a Web site for travel agents. Comment from Apple: They were too busy to change the message. No company — or agency — is ever too busy to change the first contact with their customers. (After this was brought to its attention, it made the change).
FLOP to agents who did not take advantage of the FREE seminar open to the public in certain cities held by APT. This company contacted agents and told them to invite any and all clients to the presentation. Who showed up — 99% agents, 1% clients. Agents missed the boat here by not inviting their whole Rolodex. All that wasted food, too!
A big FLOP and a return to res agent 101 class. After booking $8,000 in tours for New Zealand and Australia, (with an anonymous company), I asked the agent to add on a short flight in Aussie Land. His response — “Yea, I guess I can book a crappy flight.” A koala bear is friendlier than that.
FLOPS to hotels who add a charge for hotel safe, regardless if you use it or not.
Is it a FLIP or a FLOP??? If a customer calls British Airways for group pricing, he or she is told that they have to buy through a travel agent. That’s a FLIP. But when the agent calls for the group pricing, no price will be quoted unless you already have signed a contract with BA. That’s a Flop!
Give me some input, agents, share your experiences and E-mail me at packagedeals@comcast.net
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