A school trip to Marrakech
CASE STUDY
The challenge
It’s an unfortunate reality of the industry that air travel can, at times, be unpredictable. Sometimes passengers can find themselves being offloaded from a flight for a number of reasons, including security, overbooking and weight distribution.
This is what happened to our client, who was flying to Marrakech with Air Portugal as part of a school trip.
On the day of departure, several members of the school trip were told they would be offloaded from the flight. Rebooking half the group onto another flight was not an option as all group leaders and students needed to travel at the same time.
The solution
At BTG, we make sure that we’re aware of every flight we book and exactly when our clients are travelling. That way, we can be on hand to assist should they face any issues. We are also accessible 24/7 across a number of platforms including phone calls and WhatsApp. This allows us to offer the highest and most personalised service possible to all our clients.
So, after being offloaded, predictably the group leader contacted us for assistance. Our team got in touch with Air Portugal right away and explained that this was a school trip and that the group leaders and students absolutely needed to travel together. We were able to negotiate and reach an amicable solution that meant the trip went ahead as planned and everyone was able to travel out to Marrakech together.
As well as making sure that the school trip went ahead smoothly and safely, we also formed a long-lasting relationship with the group leader.
Having initially been dubious about working with a smaller flight consolidator like BTG, our client’s opinion completely changed following this event. They were very impressed with the level of service we provided and how quickly we were able to solve the problem and get them on the flight.
