THE CUSTOMER is always right. This is the policy held by many businesses even when the customer makes unusual requests. A recent survey by the American Society of Travel Agents (ASTA) reveals that our colleagues in the US also have to deal with curious client requirements. The agents questioned by ASTA reported many unusual stories, starting with the extremely detailed questions, continuing through the impossible to satisfy and ending with the outright illegal!
It revealed that extremely detailed inquiries about arrangements are common. Some clients ask for such specific information that can only be answered by the actual providers. For example, one traveller wanted to know, “Can you ask the hotel the colour of the room so I can buy matching lingerie?” Another was concerned with geometry, inquiring, “Are the pillows in the room round or square?”
In many cases, ASTA’s agents are left to explain to their customers that their requests are impossible. This was the case for the agent who had to answer a customer wanting to know, “Can the cruise ship place my bed on the balcony of my room so I can hear the ocean at night?”
Unusual
Many of the impossible requests involve travelling with pets, with needs well beyond the need for a pet-friendly motel. To one, “How can I take all nine of my Chihuahuas on the plane with me?”, the agent’s response was only, “I’ll have to look into that for you.” Meanwhile, over in Texas, a customer wanted to know if he could take his pet armadillo in the cabin with him.
In the arenas of safety and illegal activity, an agent was asked to guarantee that a flight to the Washington, DC area would be safe. Another was asked for help with smuggling a couple into Kenya.
While not exactly illegal, rollaway beds are not allowed on cruise ships. A travel agent had a cruise line verify this for the benefit of a honeymooning couple. The bride’s mother had planned to join her daughter and husband in their stateroom on their honeymoon.
And finally, a couple from Montana who were apparently unaware of the size and speed of cruise ships, expressed their main concern of whether they could fish off the stern.
Good travel agents know that they will encounter the unusual and unexpected. ASTA president Cheryl Hudak commented, “Every traveller has a different picture of the perfect vacation. I’ve received a few uncommon requests over the years but that’s what makes this job interesting. It’s also rewarding when I can accommodate those requests, planning the ideal vacation for my client.”
Do you have a view on this story? Email: editor@portugalresident.com
