p104 yourspace sep26 24/9/08 16:23 Page 104
Your Space
The page that puts YOU in the spotlight! Go to
yourspace-ttglive.com
The extra mile
Call the police! Sunderland-based agency boss Richard
Lightfoot reveals how he sought the assistance of Manchester
police to contact his clients about last-minute flights which
they thought had been cancelled following the XL collapse
THE DAY XL went into administration, we worked there was a couple with a chance to go away.
a 16-hour shift. Staff even came in on their day As we’re based in Sunderland and they were in
off to help with the fallout. We must have had Bury, I put their address into Google Earth to
500 passengers affected by the company’s see if we had any Hays shops and staff close by
collapse. But despite a horrible weekend, who could nip round (we’re part of the Indepen-
one lovely example of camaraderie and people dence Group), but unfortunately we didn’t.
pulling together made it all worthwhile. Then I had a brainwave and contacted Greater
Following the shock news on the Friday, we Manchester Police to see if they would track Richard Lightfoot
had to inform one couple due to fly out on the down the clients. They were reluctant at first,
Sunday to Cyprus that their flights with XL saying it wasn’t something they would normally Age: 33
Airways had been cancelled. While the operator do. But when I explained the whole story, the Job title: Director
Libra Holidays had agreed to try to find them commanding officer admitted he had seen the Works for: Hello Sunshine, Sunderland
alternative flights, with so little time to spare news reports about all the customers affected How long in the job: Almost five years
and the industry in chaos, the devastated by XL and I slowly persuaded him to help. How long in travel: 16 years
couple had written off their holiday. The next call I received was from the squad Best thing about your job: My staff –
Then, just as we were shutting down for the car, which he had sent around to the house, for helping me grow the company
night, Libra called to say they had secured a letting me know that they had managed to get Worst thing about your job:
flight. I told them to book it straightaway and hold of my clients who were chuffed to bits. Travel review websites
that I would get in touch with my clients and I would never have given up – but if the police Hobbies: Drinking. Oh, and keeping fit!
pass on the good news. But after several hadn’t got involved the couple would never have Last booking: First-class flights and five
attempts to call them, we known in time. They were nights’ accommodation at the Burj Al Arab
couldn’t get any answer. new customers when they in Dubai for my accountant and his wife.
We stayed on in the office
RICHARD’S TOP TIPS
booked this holiday but I The booking came to £5,500
for another couple of hours
How to provide great
customer service:
hope they’ll be for life now.
hoping to get through.
1. Have the right attitude by putting
Eventually I left, taking the
yourself in your customers’ shoes
phone with me in case they 2. Be patient ■Welcome to YourSpace, the page dedicated to agents’ stories. Do you have a day you
should call.
3. Work as a team. That weekend would have
would like to share with us from a recent fam trip, or is your agency taking on a gruelling
But I couldn’t rest when
been a disaster without pulling together
challenge to raise money for charity? Perhaps you have a quirky story about your life in travel?
I got home, knowing Whatever it is, we want to hear about it! Email Olivia Hemmings at
ohemmings@ttglive.com
O
UPT
EX
CL
SHALF PRICE HOTEL SALE A
USIVE
LE ENDS
AT
MIDNIGHT!
MOND
A
PLUS 10% OFF CAR HIRE
Y
LAS VEGAS ORLANDO PHUKET DUBAI
3 STAR | CIRCUS 3 STAR | TRAVELODGE 4 STAR | CENTARA 3 STAR | GOLDEN SANDS
CIRCUS from INT DRIVE from KARON RESORT from APARTMENTS from
£7pppn £10pppn £15pppn £28pppn
Call GOLDMEDAL FREE on 0800 923 7777 or book online at
www.goldmedal.co.uk All hotels reduced in price
Terms & Conditions: Hotel prices are per person per night based on twin share. Book by 29 Sep 08. 10% off car hire valid for Dollar Rentals in Florida. Subject to availability. Please call for full details. Terms and conditions apply. Offers correct at time of print. ABTA V6805. ATOL protected
by ATOL 2916. Various departure dates, please call for full details.
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100 |
Page 101 |
Page 102 |
Page 103 |
Page 104