Travel Agents

“The advice has been so invaluable”: Aussie travel agency praised for service

Travel Weekly has yet another story for you about agents receiving acclaim for their services during the trying coronavirus pandemic.

A flood of testimonials received off the back of 1000 Mile Travel Group’s (MTG’s) vital resource and services campaign, #GUIDETHEMHOME, has reiterated the importance of travellers having an expert in their corner during a crisis.

Case in point: Anita Henshall, a 1000 MTG expert, who was praised for her patience and knowledge during the COVID-19 pandemic from a client. Here’s what they had to say:

“Just wanted to provide some feedback to you both about the great service we receive from Anita from 1000 Mile Travel. 

“We have had some complicated bookings over the past month and she has been very patient and knowledgeable and the turnaround in getting back to us has been fantastic. 

“I am completely comfortable to leave it to her and I know that she has listened to what we want and has also been able to advise us on a better way to organise the trip. 

“The coronavirus has of course complicated things further and she has remained calm and helpful throughout. Absolutely enjoy working with her.”

While expert Ivona Siniarska’s services were described as “invaluable”.

“We cannot say enough about how amazing Ivona and the team at 1000 Mile Travel have been over the past few months.

“Between the ease of getting everything booked and the amazing way she navigated getting my father booked onto his trips with all the different stops.

“But recently the advice has been so invaluable and whilst we were all sad to see dad’s trip postponed Ivona has helped to ensure that this not a cancellation and merely a postponement and we are looking forward to him taking this amazing trip in 2021.

“Thank you again Ivona and team for all your hard work during this time of crisis. To anyone looking to book something in the future so you have a trip to look forward to after all this is over, I cannot recommend the team at 1000 Mile Travel highly enough.”

In addition, 1000 MTG’s Tammy Savill received a touching tribute from a grateful client, which shows the lengths that agents are prepared to go – well beyond the call of duty.

“I honestly cannot put into words how incredible Tammy was in getting me home to Ireland in this global crisis.

“She stayed up until 1:30am to secure my flights and provided me with so much reassurance. She was up to date with absolutely everything going on across the world with borders closing and where best to fly through.

“The options were so limited after all my personal flights had been cancelled.

“She was able to get me flights and despite keeping her up very late into the night she was up super early the next morning replying to my messages, providing me with reassurance and contacting the airline to get confirmation my flight through Hong Kong was not at risk of being cancelled with the borders being closed.

“In my eyes she is a hero and there are no words to explain how incredible she has been through this incredibly tough period in everyone’s lives.

“I am a nurse and will be returning to work here in the hospitals in Ireland and the only reason I am able to do that is because of Tammy Savill.

“She was able to get me home to my family and you can only imagine how my parents and brother felt about that.”

According to 1000 MTG, the testimonies are a sign of the company’s sure footing during the COVID-19 pandemic, which has seen it change its “entire business strategy and structure”.

“As much as we love planning the many functions, conferences and exciting getaways our clients love organising with us, it was time to change our priorities,” managing director Ben Ross said.

1000 Mile Travel Group MD Ben Ross and executive director Nicola Veltman (supplied)

“By the end of February, our entire support team and travel expert network, who all have extensive industry knowledge, changed their path and mindset to suit the current climate and address the concerns, safety and overall travel management of every unique client we have.”

It comes as the company prepares to launch a new campaign, ‘The Future of Travel’, to stimulate and inform travellers on how to plan the perfect trip when borders open and travel resumes.

Furthermore, in response to “a lot of negative press” on how the travel industry is processing refunds for disgruntled travellers, 1000 MTG has put together a ‘myth and fact’ list to highlight its views on the process, which you can check out below:

  1. The travel industry has seen more job losses than other industries throughout the crisis, specifically the airline industry, resulting in longer processing times – TRUE
  2. Travel agents receive commission by suppliers for bookings made and travelled on – TRUE
  3. If a client cancels a booking, travel agents still receive commission – MYTH
  4. Travel agents hold all funds paid by the customer until departure – MYTH
  5. Suppliers and airlines hold customer monies until refunded – TRUE
  6. Refunds are quick to process – MYTH
  7. On average refunds take 90 days to process, and due to the current government restrictions are taking between three to six months to receive – TRUE
  8. Travel agents pass on refunds as soon as they received by the supplier – TRUE
  9. The ACCC has advised the travel industry to treat cancelled trips due to government restrictions in line with terms and conditions of the contract – TRUE

Do you have a story to tell? We’d love to hear from you, so get in touch with us at editor@travelweekly.com.au


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