True Stories of Trouble From the Open Road
Below is a copy of an e-mail we recently received from Kathryn Blume at Kathryn's Travel, sharing her thanks for Travel Guard's assistance during the hectic days of the flu virus scare:
The True Value of Partnership
With cancelled flights, changed flights and high volumes of email and voicemail dealing with the flu scare, today was already starting as a very rough day. Then I got the emergency call from my clients in Mexico.
They had gone through the agony of deciding if they should go or not go to Mexico in the midst of all the news about the flu. They chose to continue on as planned. Their vacation seemed to be going fine when they got a call that her sister was just found deceased in her apartment.
I almost cried on the phone with her. I can't imagine what she was going through. She put me through to her boyfriend who was a little calmer (understandably). They wanted to return to the US immediately. I told him I would call Travel Guard and get the ball rolling and have someone call him back.
I called and was connected to LiveTravel assistance. Stephanie Burclaw helped me and continued to assist my clients. She was a gem to work with. She collected as much information as needed from me so we didn't have to bother my clients. She spent much of the morning on the phone with the airlines coordinating tickets for their early return.
If I had to do all of this myself, it would have taken a good chunk out of an already impossible day. Instead, I made a quick call to my clients to let them know we were working on it, and a call to the ground transfer company alerting them of the situation. Then I talked to my clients again to let them know I'd changed their ground transfers, and Stephanie would be calling them for payment information to get them ticketed.
Everything went very smoothly, and without much effort from me. Stephanie emailed me their new itinerary, and checked to make sure their claim was started. She emailed me the claim number, and the list of documentation the clients would need to submit.
Besides writing you, I sent a note out to the other IC's that use my host agency, reminding them of the wonderful service of Travel Guard, and that they can help the agents as well as assisting our clients. I am SO thankful that I wasn't the one on hold all morning! Please pass this on to your managers and to Stephanie's managers. You are all great!
Kathryn Blume
888-7-GET-SUN
952-447-4725 Business
52-1-998-129-4214 Mexico Cell
www.KathrynsTravel.com
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