Superb service in a crisis

After being with Travel Counsellors for 6 years and in the industry for more than I can remember, this has got to be the most extraordinary story of service I have ever experienced and has even left me speechless!

I have some customers currently in St. Kitts on a Caribbean cruise with Star Clipper. On Wednesday I received a text at lunchtime to say she had a trapped nerve and asked if I could find her a tens machine to alleviate the pain. She already had a nurse with her but didn't seem to respond to her request for a tens machine and did not get any prompt response from the insurance company either. I contacted Head Office for any hotel or ground handlers we may have on St. Kitts who could possibly assist us. They immediately contacted our suppliers in St. Kitts and awaited their response.

Within 3 hours a staff member from the ground handlers office had a battery operated machine including a spare! By this time the ship had gone to another part of the island. I arranged with my customer's partner to meet the staff member at the beach club which was close to where the ship was moored.

My client had her tens machine on the boat within 4 hours of the initial request, I am speechless! Huge thanks go to all the team at Head Office and ground handler staff in St. Kitts who went to extraordinary lengths for Travel Counsellors and their customers!

The whole ship toasted Travel Counsellors…cheers!