I received a call last week from a friend of a client. Barbara was stuck in Uganda during the COVID crisis and wanted to come home. But she had booked her ticket directly with Brussels Airlines and they were not picking up the phone and their website was not responsive, overwhelmed as they were. To make the situation worse, Brussels Airlines had announced a cessation of flights starting in three days.
I sprung in to action, called the airline on an agent's only phone number, got her flight changed, and Barbara got home safely.
Another day in the life of a travel agent I thought.
Until Barbara sent a letter to the editor of the Globe and Mail who duly published it:
Thank you Barbara for your kind gesture. I feel humbled!