Don’t tell Jennifer Pulles that travel agents are obsolete. Her travel professional saved the day for her parents, underscoring the value of using a human travel agent for important trips.
Pulles’ mother retired in 2006 and her father was scheduled to retire at the end of last year.
Early in 2007, my parents contacted a family friend who is also a travel agent. She helped them plan their trip of a lifetime for January 2008, after they were both retired.
They were to spend two weeks on a cruise through the Panama Canal. They had upgraded to the state rooms with the balcony and everything. Their travel agent even remarked that this was her dream cruise.
It wasn’t meant to be. Last October, Pulles’ father was diagnosed with stage four liver cancer. Her parents contacted the agent, explained the situation and requested that she make a claim under the travel insurance they had purchased.
As it turns out the agent had notes that the couple wanted travel insurance, but she had never set it up. Her parents had assumed it was set up.
After reading your site it looks like the standard practice is to say, “Sorry you have no coverage,” and leave the client out to dry.
Not this agent. She admitted that this was an oversight, contacted her errors-and-omissions insurer and made darn sure that my parents were fully reimbursed for the trip.
Did she do it because they were family friends? I doubt it, and so does Pulles. I think she would have done it for any one of her clients.
Folks, this is yet another reason to use a real, honest-to-goodness human travel agent. Because they can help when all hope is lost.
“I can guarantee you that when I go to book my honeymoon in a few months, I will be calling her to take care of me,” says Pulles. “I know that she will.”