A pensioner who was stranded in Berlin has praised an agency’s “exceptional customer service” after helping her return home.
Miles Morgan Travel customer Dolores Osborne, 70, together with her sister Monica Arkley, 68, were stranded in the German capital after a 25-hour walkout by ground staff led to the cancellation of 650 flights from Tegel and Schönefeld airports on March 13.
Osborne, who had booked the trip through the Miles Morgan Travel shop in her home town of Taunton, Somerset, contacted the agency’s out-of-hours number and spoke to agent Fiona Fortune, who secured her seats on the next available flight to Gatwick.
Fortune also organised hotel accommodation for the sisters and has even helped with their claims for expenses since returning.
Osborne said: “I watched in horror when fellow stranded passengers were given no help from either their agent or easyJet.
“I felt panic. I have never been in a situation like that before so had no idea what to do.
“Others around the hotel were trying to book flights home with no joy. Young girls were crying.”
Osborne said she used to book short-haul trips direct, but has now vowed never to do so again.
“I previously booked through travel agents only for long-haul,” she said. “Now I’m a complete convert.
“I can’t thank them enough for the timely and helpful advice.
“Fiona was extremely attentive and listened to all my concerns with a great deal of patience.”
Fortune, who works in Miles Morgan Travel’s Portishead branch, said the out-of-hours line is a “lifeline”.
Managing director Miles Morgan said: “We don’t have to do it, but we want to offer it because people expect customer service outside of office hours these days.”
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