According to data from a Corporate Traveller report, half of their clients have had ‘DIY travel’ go wrong in the past. To understand this more, Travel News spoke to three South African-based agents about how they’ve had to intervene to salvage travel, and in more extreme cases, prevent life-altering events. They preferred to remain anonymous as they shared some of the catastrophes they’ve helped mitigate over the years.
Life-saving medication checked in and held back
The most serious issue that Agent E had to step in to resolve was when a client had booked their own flights overseas and checked in their baggage. Unfortunately for the client, they had missed the fact that they were carrying an item that was not permitted in their checked luggage, resulting in it being held back.
“That was just a small part of the issue. The client’s chronic medication was in the same bag and they weren’t carrying it with them as they should have been. That’s when they reached out to me.”
In this instance, Agent E was not responsible for making the booking or checking in the client, so it was difficult to get answers. But after much calling around, she was able to arrange for the client to receive their bag.
“We try help where we can, but sometimes, it’s really difficult because there are all sorts of things that prevent us from doing so.”
Rugby World Cup dreams dashed
A client of Agent P’s requested quotes for match tickets, transfers, additional tours, accommodation, and flights for the 2007 Rugby World Cup in France.
After acquiring competitive quotes and various options for the package, Agent P was told that a friend of the client had managed to get much cheaper tickets and accommodation in an apartment advertised in unofficial circles.
“Slightly annoyed at all the research and work I had done, I advised my client that under the circumstances – Paris being full and prices over-inflated – she should think about booking the flights and accommodation through our agency, with reliable Rugby World Cup-recognised resources.”
Despite the advice of the travel agent, the client went ahead and booked the travel for her party of four on her own steam.
“On the morning of her arrival in Paris, she sent me a text message asking me to call her. When the taxi driver transported her and her party to the address where their accommodation was supposed to be, it was an off-street parking lot. Locals confirmed it was the correct address.”
Many phone calls later, Agent P managed to find a small hotel that had cancellations for their required dates. It was further from the stadium and cost a small fortune, especially after their previous accommodation had already been paid for.
“My client accepted the booking and when she returned to South Africa, sent me a bottle of wine thanking me for my service. It is unfortunate lessons like these that remind clients that experience and reliability are what they pay for when using a travel professional!”
‘Visas are always an issue’
Agent W has been working in the industry for close to 50 years. She says she’s lost count of the number of times that she’s had to drop what she was doing to come to the rescue of a panicked client at an airport who planned their own travel without understanding the requirements for entry.
“I had a client who wanted to see the Niagara Falls, and had booked and paid for their travel without realising that their hotel was on the Canadian side of the Falls, and there was no way that we would have been able to get visas in time.”
Luckily for the client, after contacting Agent W, they were able to secure accommodation on the US side of the Falls, but they still lost money due to their oversight and the Canadian hotel booking being cancelled.
“In this case, I felt very sorry for the client as they had looked up accommodation in the area without realising that the Falls form part of the border between the US and Canada.”
Had a similar experience? Add to the conversation by sharing your stories in the comments or emailing editor@travelnews.co.za.
