Hey team!

PLEASE pass on my sincere and personal thanks to the agents from the travel agency who
helped us out trough the middle of the night.

Thank you all again!

When I needed a hotel in Philly on Tuesday Nov 6th and I could not find a vacancy...I called into the after hours service, and a woman answered and could not have been more helpful and sweet! She took care of what I needed in a very fast manner and made the emergency a no-stress issue! I can't thank her enough for that, but whomever it was that helped me...Many Thanks...and I hope that she sets the example of what perfect customer care is all about!!!!

Hello Prisca –

I wanted to take a moment and send kudos for a job well done. The last seven days have been tough, but made easier by you and your team. You were available to ensure our agents and clients would have a smooth customer service experience. We all know the complaints sometime flow about hold time, etc. during severe weather events, but in this case those complaints were almost nonexistent. I can easily say this has been the best performance by CCRA during a severe weather event and for that, we are extremely grateful.

Thank you for doing everything imaginable to help make our lives a little bit easier – It is much appreciated and will not be forgotten.

Monty

Hi Christina,

We had a meeting with a top client today, and they mentioned you by name and that you are consistent with issuing their tickets correctly. It was nice to hear some positive feedback.

Thanks for what you do!

I want to take this opportunity to compliment Carol who helped me though 2 emergencies on Sunday. She had a great attitude and disposition, she was helpful, knowledgeable and pretty wonderful. Please extend my compliments to her.

Best Regards,

Rina

Hi Prisca,

I received a call this morning from a manager in our Oklahoma division. He wanted to pass on how helpful Ricki was last night, 9/18. She was the nicest, and most helpful during their conversation, and she saved his division over $100.00 by negotiating a waiver from hotel charges. Jerry was most appreciative, and wanted to let us know and to recognize Ricki.

Thanks Prisca for everything you guys do for us and for great agents like Ricki.

I wanted to offer a shout out of highest praise to Katy for her outstanding customer service. She went over and above anything I could have expected to help me and my colleagues deal with a very difficult travel situation. People like Katy make your organization look awesome and I wanted you to know.

Gratefully,

Tony

I just wanted to let you know I spoke with a traveler and he said that 2 of your agents, Karen & Kellie, were a pleasure to speak with and handle them selves in a polite and professional manner and were doing a great job for his clients. It is always nice to hear compliments from our agency partners. Keep up the great work!!

Donann

Your folks came through once again. My flight from JFK to Indy was delayed twice and then canceled. One of the folks had the foresight to reserve a car in Columbus, as that was an alternative to staying in NY overnight and then using a different airport. That was a great move. I was able to get on the Columbus flight. I arrived at 1:10 am. They typically close at 1 but waited for me because Fox told them the Columbus flight was late. I am extremely pleased with Fox's efforts on this.

Marge Kingsley
Director International, Human Resources

Just wanted to pass on a compliment I recieved from August Pabst with IT Shows Inc - a Tzell Travel Client regarding Terri Dru - he was very impressed with all her help regarding his missed flights from FIH today. His compliment is on the recording of the call that was transferred to me at 450p.

Mark

After a long hot week in Charleston, SC my flight home on Friday, June 24th was delayed several times and then cancelled. I called Traveltime's after-hours 800 number and spoke to Sami after each delay. She helped me with new flights and connections and when the flight was finally cancelled she helped me get a hotel room and a flight out the next day. Sami was calm and pleasant and I truly appreciated her help. I wish all stranded travelers could work with someone like her.

Karen B. Everitt, Regional Vice President, Risk Management
ProAssurance Companies

Linda, at your agency, deserves a gold star this week. She saved my neck over the weekend. Apparently, last week, the folks that rebooked me due to my flight cancellation on the 13th made a mistake. They put me on a new airline for the outbound, but wanted me to use the return portion of my existing reservation (United). Apparently, however, they forgot to handle appropriately and United canceled my return since I didn't fly on the outbound from Hartford to Chicago! Anyway, I spent about 90 minutes, combined, on the phone and it was Linda who ultimately came through and got me home.

Eric

I received a last-minute request from my boss to change his travel itinerary and I called the afterhours number. Nancy took my call, and from the moment she said hello, was cordial, engaging, and helpful. Due to a miscommunication from the booking party, I didn't have our confirmation number or complete reservation info. After a long work day, it was a pleasant relief to talk to a real person who provided such exceptional service. Thank you so much!

Dave

Yesterday one of your colleagues did a brilliant job getting me on the early flight back from AMS to CPH. If you have some free time you could you thank her for me? She did a TERRIFFIC job!

Kathy

I would like to thank one of your colleagues Mandy who helped my son yesterday return home to New York. He was scheduled on a United flight from Atlanta via Dulles to La Guardia. Due to lightening striking the plane, United cancelled his flight. My son was not able to negotiate very well with the United representative at the gate and was given an alternative flight the next day with a return time to New York at 9:00 p.m.

So I reviewed his flight plans and noticed an emergency number for your agency. Upon contacting your agency, I was greeted by Mandy who assured me that she would stay on the phone with me until this was resolved. This took approximately 45 minutes, but we were successful! She was able to 'reprotect' his flight and sent him to the Newark airport arriving at 8:00 p.m. that evening.

Joann

This is just a short email to let you know about Sharon, one of your agents. She went way beyond protecting a client traveling to KTM when there were absolutely No flights. She is a real asset, and I wish to thank her from the bottom of my heart!

Helene Dolan
Protravel International, Inc

Your services were extremely valuable to me on Saturday night when I was stuck at Dulles Airport due to the heavy snowfalls in Europe and cancellation/delays of service into and out of Amsterdam. The agent I spoke to helped me figure out the best course of action and most financially responsible way to proceed.

Robert Schware
Managing Director

I would like to bring to your attention the GREAT service I received from Mary Beth. Thank you for having such an exceptional employee.

Ivan Tepper

We received a call last Sunday expressing how wonderful Mandy was, the caller described her as hardworking, very alert and very professional. He was so happy the way she handled the call.

Javier Diaz, Podium Manager

Hi Terrie,

I want to pass along some compliments on this. He wanted me to know that he was never treated badly or had any problems with your agents - they all treated him very professionally. It's always nice to hear, even when there is a problem. Thanks for always giving 110%!

Carlos

Hi Terrie,

I just want to take a moment to recognize the CCRA 24 hour service team for their outstanding customer service and willingness to go the "extra mile". They are by far the best 24 hour support team that I have ever worked with (and I've been in this biz for over 20 years in many different capacities) and it is a great feeling to be able to say that! They are knowledgeable and solution oriented, cheerful and thorough. The feedback I receive from clients is always positive!

Dawn Holloway
Moraga Travel

Hi Erzsebet,

One of my clients agents mentioned you and said you were "good". This may seem like a trivial comment if it were from anyone else but from this particular client it's a glowing compliment.

Thanks for mastering this account, trust me, I know it's not easy, and for representing CCRA positively to this account.

Terrie Mendes

Recently I had a wonderful experience with your 24hr help. They were able to finish my booking in less than 20 min - and make sure correct first-name was included in the booking - I had a follow-up email confirmation - I had a follow-up call from your agent validating the billing information and project code - and towards the end after all of it was set to go - my client calls up and postpones the trip by a couple of weeks. Then I called CTS again - and the folks over there were able to review the booking and help me cancel the trip and were very professional.
Thanks,

Gopi

I was stranded in Wichita last week with seven angry authors and I called the After Hours Travel contact and the woman I spoke with was wonderful. She successfully rebooked all 8 of us in a matter of a half hour. She was easy to talk to and very calm. It was a great experience.

Hallie
Publicity Coordinator
Disney Publishing Worldwide

I was talking to Joseph from Diasorin. He said he loves our after hours service especially Julie (agent JL) whom he seems to always get. He said they are always able to help him and get him on his way.

Lori Farmer
Automation Manager
CTS Corporate Travel Solutions / American Express

On Easter Sunday I had to make a trip from Little Rock to Orlando. My itinerary involved a change of planes in Atlanta. I ran through the airport and got to my assigned gate for the departure into Orlando and upon arriving to the gate was met by an agent who said the plane is completely full and that the remainder of the passengers were being assigned to another flight leaving within twenty minutes from another gate. Upon arriving at the new gate, it was obvious that this flight was oversold and a long stand-by list was already posted.

I called your office at about 9:30pm and was connected to an agent named Trisha. Upon hearing my plight, Trisha said “ Mr. Herning, I have snagged the last available seat on the flight that is boarding right now. Are you at that gate?” I responded that I was and she directed me to get in line to board without a boarding pass and when I reached the agent, let her know that I have a confirmed seat on the flight. I did exactly what Trisha directed and made the flight.

Trisha’s prompt, professional, and courteous service allowed me to make my flight and attend a very important meeting in Orlando the next morning. She is to be commended. A customer service representative who actually understands customer service.

Gregg J. Herning
Vice President of Sales & Marketing/Peabody Hotel Group

Nancy just wanted you to know how helpful Kim was. Kim determined Continental could not get them to Cabo San Lucas all in the same day. She found available flights on American Airlines and confirmed seats for all three. She advised Nancy to have our stranded folks have Continental endorse the tickets over to American.

Kim made a scary situation pretty much okay. Our group is now in the bar watching 'March Madness' basketball and waiting to depart on American.

Gale Moore
Travel Consultant

I wanted to mention the excellent job done by your agent with regards to the change of hotel dates for our client in Mumbai.

Hennie D'Alessio
Corporate Travel Manager

I have a client from Boise Inc who had incredible service from one of your after hours agents, Christina, on Feb 13. He wanted to let her and her supervisor know how wonderful she was!

Tricia Whipps
Manager, Business Travel Services

Good morning. Wanted to pass some praise along to whomever handled this transaction at your company. Traveler was very complimentary and thrilled with the service he received.
Thanks,

Brad Parker, Director - Operations
ITandT Business Travel Solutions

Just wanted to let you know I had great success with the ‘after hours’ team last night. They were really helpful & very, very pleasant. Thank you for making life a little easier.

Diane M. Washburn

Thanks for sending all the calls recently. WOW I think your agent did a great jobl!! Please pass along our thanks for her professionalism!! Thanks ..and again…….very professional agent!

Patrick Tracey | Manager, Client Services
Fox World Travel, Inc.

I had to use your after-hours /weekend 800 number to change a rental car - from Germany!! I spoke with a young lady by the name of Kelly at the 800 number. She made the changes in an instant, was very pleasant, and sent me the new reservation within 10 minutes.

The true test was the next morning when I went to the rental counter to insure the car reservation was in order. IT WAS. I don't know who Kelly really is. But let me tell you, she's a peach. She's a jewel!

Best regards from Germany,

John

Hi Judy,
This is to commend Erzsebet who worked with Sue Bancroft Sept 1 early, early in the morning. She did a wonderful job!!!! Mrs. Bancroft said that Erzsebet was so very helpful, kind, efficient, and overall great.

M/M Bancroft are our very best clients and it means the world to me to know that you guys are there "in the wings" to help out when we are sleeping.

Best regards,

Patsy Sowa

I’m happy to forward these kinds words your way! Venus had transferred a caller named Sherri who wanted to give Venus a compliment. She said that she had gone above and beyond to find the hotel the client wanted, and confirmed a room for her even though the hotel was showing sold out. Reservation Center strikes again! Good job!

Thanks,

Rhonda

I’m happy to report that your after hours agent worked at the same level of quality as expected from IT&T regarding a hotel added to my client’s itinerary. Way to go!

Harish Sathisan

Mark was great over the weekend helping a VIP of ours…..routings, different airfares, etc. Thank you for Mark!!!

Hedy Messinger
Corporate Manager

One of our branch managers was on-site as a Maupin Travel representative for a physician attending a meeting in Chicago. The weather turned foul and she was faced with flight cancellations/re- accommodations after regular business hours. She worked closely with two ResCtr agents, Patricia & Chad, and was singing their praises! Because the phone lines were becoming backed up due to the volume of phone calls, our agent was provided with a “back door” number so she could get back in touch with the ResCtr agents after obtaining approval to change the tickets.

In addition, she indicated both agents were helpful in confirming hotel reservations for those clients that asked for them. She felt like both these agents were “on her side” during a difficult time.

THIS is why we are moving all of our after hours calls to ResCtr!

Julia B. Glover, CTC, DS
Vice President of Operations
Maupin Travel

We have been very pleased so far with the service our clients have received from Reservation Center, and I spoke with Prisca yesterday to address some ticketing entries. She made some modifications to our profiles which we believe will alleviate some reoccuring issues we’ve had.

We are in the process of making ResCtr our only after hours vendor so my hope is that you will see our business increase.

Julia

On Saturday, a traveler was told (by the airport) that his ticket was cancelled and they couldn't do anything for him. He called the after hours travel and spoke with Sharon who helped him out. He said Sharon went far beyond what he expected, spending quite a bit of time trying to get this worked out. She was able to get the issue resolved. My client said he was very impressed and very happy with the service she provided.

Holly L. Frazier, CTE
Travel Division

Hi Sue,

Thought you might want to see this and pass it on to a supervisor or manager of the after- hours service. This comes from our Senior VP of security/fraud division. He was very pleased with the service. I too have experienced great service with after-hours team. I work with them quite often and everyone is Incredible!

Thanks,

Shawn

Great news and thank you!

We received a phone call from a very important client today. He contacted Reservation Center this morning at 8am regarding a canceled flight and was trying to confirm an alternate flight to make an important meeting. He asked thatI express his gratitude for the excellent service he received from our “after hours team.” I wanted to pass this great compliment on to you for the excellent service your staff member delivered. Thank you for your continued support!

Kind regards,

Rose Benhaim
MTI Travel Management & Meeting Planning Services

I just spoke with a passenger, who wanted to make sure that I relayed how Marybeth worked over the top to fix a mistake for her international flight. Marybeth was so persistent with Delta to make sure the passenger’s and her husband's flights were corrected.

Please congratulate Marybeth for a job well done, she really made an impression!

Javier Diaz