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Personal Travel Manager Goes Above and Beyond Achieving Clients for Life

June 28, 2017 Mobile travel consulting No Comments Email Email

When loyal clients Rob & Liz Dunstan needed to cancel their $56,000 European holiday of a lifetime, it was their personal travel manager Leisa Burdette they immediately turned to for help with their Medibank Travel Insurance claim.

Two months prior to their proposed departure, Liz Dunstan was diagnosed with two pulmonary embolisms, ending up in hospital and was advised she couldn’t fly for at least six months.

To assist a client with their travel insurance claim may not seem out of the ordinary, however for the Dunstan’s they felt Burdette went over and above the call of duty as their insurance policy had been purchased, facilitated and managed directly with Medibank.

“When we called Leisa to tell her we had to cancel, she ran us through the process and we alerted Medibank to the fact we would be claiming cancellation. Leisa gathered the paperwork to submit their claim and she managed the refunds from the European providers, reclaiming $30,000 from the tour operators which was paid to Medibank and then we were reimbursed.”

Burdette, representative for Hamilton in Queensland certainly delivers on the TravelManagers’ philosophy of providing personal and consistent client service.

TravelManagers’ personal travel manager Leisa Burdette takes time to marvel at the beauty of the Blue Ridge Mountains, from the top of Grandfather Mountain in North Carolina

“I love the flexibility in having my own business where I can do all the extra things that provide my clients exceptional customer service. I was thrilled to be able to assist Liz and Rod with their travel insurance claim, it’s all part of ensuring my clients are looked after from start to finish, and that’s what providing great service is all about.”

For the Dunstan’s’, this experience has just reiterated the value of having their own personal travel manager.

“Together with Leisa we planned what we believed was one of our best holidays, which included touring through Italy, Croatia and Turkey, before boarding a cruise from Greece to Barcelona. We are so grateful for all Leisa’s itinerary ideas and suggestions; her personal experience makes all the difference. And knowing that she will also go out of her way to help when things go wrong, gives us absolute confidence. Without question we will only ever book our travel through Leisa at TravelManagers.”

For Burdette, It is not unusual for clients to call her first when something goes wrong on holiday.

Another of Burdette’s clients had their car broken into while travelling in France while at a scenic lookout. The thieves took everything including passports, clothing, all travel documentation, a wallet and mobile phone. All they were left with was one wallet and a camera.

TravelManagers’ personal travel manager Leisa Burdette in Vancouver, always at the ready to give a helping hand!

“My clients called me from the roadside minutes after the theft, extremely distressed unsure what they should do.  I advised that they drive to their hotel, which was 40 minutes away and by the time they arrived I had arranged for a free room upgrade with a nice view and sent all their travel documentation to the hotel so they could continue on with their holiday.”

Burdette also liaised with the insurance company and provided phone numbers for everybody they would need to contact. These included the Paris Embassy (to sort out emergency passports), bank (to stop their credit cards from being used), details for the local car hire representative to get the damaged car replaced, options for rail changes (as they had to go to Paris to fix the passports) and options for hotel stays for two nights in Paris to get the Passports reissued.

“I was just so happy I could assist in ensuring their holiday didn’t end up a nightmare for them, instead putting plans in place that ensured by the time they reached their hotel all was underway, and they could relax a little.”

TravelManagers’ Executive General Manager Michael Gazal applauds Burdette’s initiatives in going above and beyond, which epitomizes TravelManagers’ belief in turning every single transaction into a long-term client relationship.

“Leisa’s ability to engage with her clients and support with after sales service is a real inspiration to all personal travel managers. By viewing each opportunity as a client for life, its experiences like these that prove the personal concept really works,” he says.

For Burdette, she doesn’t feel she does anything out of the ordinary.

“Another happy client experience, all in a day’s work.”

For more information or to speak to someone confidentially about TravelManagers please contact Suzanne Laister on 1800 019 599.

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