The Joys of being a Travel Consultant

Since I started working as a Travel Consultant (August 1992), I've encountered the different types of passengers. Since our agency deals mostly with trips to and from the Philippines, our customers are about 95% filipino. If I only had the time, I would have a compilation of the type of calls we get on a daily basis. So, with a sane mind and a sense of humor, here are some of the calls I've gotten over time (it's a wonder how I'm still sane after all these years).

After the typical "thank you for calling.... this is so and so.. how may I help you?", here are my experiences on what you hear from the other end or what I've encountered.

"Can I inform how much the ticket are for April?"

Me: "What date did you want to travel?" Them:"ok thank you" (I guess they heard, one moment please)

Me: "Ma'am, I would need the departure and return dates so I can check if it's available before I price the ticket". Them: "Check the 2nd week of August, Any day. The cheapest price." So, while talking the the customer I'm checking dates that fall on the weekdays (weekday being the cheaper fare) and I pick the dates and then give them the fares. Them:"oh I can't leave on that day, can you check the day before?" ... Now WHY on earth did they even say any day ...

Of course there are the ones who can't seem to decide when they want to leave. They ask prices for 4 or 5 sets of dates which range from the low season to the high season.. BUT.. they want the cheapest. Some think it's a flea market where you can bargain pricing and no matter how much you explain it to them, they just won't listen.

I've also gotten those calls where they ask the price, they're not too happy because it's a bit high. then there's dead silence. So I ask, Ma'am, are you still there? .. I get the "um.. yeah.. um.. " Ok, now she's tying up my line. So I politely say, "If you'd like, you can call me back when you've decided what you want?" Them: "so that's really the only price you can give me?" Me:"yes. and that's based on the dates you've given me" Them: "oh... really nothing cheaper than that?" .. ok now she's really not listening.. I was so tempted to say "Lady, what in "that's the best price i have for the date you requested" don't you understand?" But because I have to be nice, I bite my tongue and politely say that I have calls already lined up and need to take them and she just has to call me once she's decided. THEN and only then does she say ok, I'll call back. Whew.. what usually takes me 3 minutes. 5 tops if there are minor changes on a reservation took me 15 with this one.

Then there are the ones that ask you off the bat, "Are you filipino? Can we talk in Tagalog?".. because I was bilingual, I say.. "Yes Ma'am". This is what I don't get. They continue speaking English despite of the fact they had clearly asked if we could talk in Tagalog, but they are clearly having difficulty with English.

Everyone loves the seats that have the legroom on the plane. Most of the time these are what they call facility seats which is reserved until the actual day of the flight. They are usually the exit doors on the plane and the person they seat there must be capable of helping in the event of an emergency. Course, some passengers don't want to hear that explanation. As far as they are concerned, "I want that seat". So I go through the whole spiel about them having to call the airline and choose the seat they want because we don't have access to the seat map. What response do I get? "But I thought you are the airline?" (sigh) It's bite my tongue time!

Here are some of the classic ones. If you were to travel internationally, that would mean having to have your passport. It's a no brain-er. Now you may wonder why I'm even mentioning this... here's why.

Them:"Hi, I already purchased my ticket but I have to move my flight." Me:"What would be the reason for moving the date?" Them: "I just checked my passport and it had expired 6 months ago" Hello??!!! Shouldn't that be the first thing you check if you haven't used the passport in years?? Course after checking on the ticket they purchased and the restrictions the airline has set for them, they complain that the penalties are too much or they ask why they have to pay penalties. Nothing is free woman!. Course, if they had purchased their ticket with the airline online, they would have still had to pay penalties but you don't hear them complaining when they have to pay it.

Them:"Hi, I want to change the date on the ticket that I had purchased. My company said I didn't have enough vacation days". Me:"Ok, we can change that for you. There will be a penalty and a fare difference for the change" ..here goes...Them:"Why do I have to pay that? at this point you just want to scream.. Who would actually purchase the ticket without checking with their office first? ..sigh..

So as you can see, my days are always filled with calls like these. What patience can do for a person... lol.. those are a few that I remember but I'll blog the rest as I remember them.