CCRA

Kudos received by the CCRA Travel Solutions Call Center Services' team, from travel agencies and clients.

subject: After-Hours Quality Service

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

Posted: July 9, 2010
subject: After-Hours Quality Service

I got to experience CTS off-hours support last night due to a travel issue – flight got cancelled, had to drive home instead. Great experience…the agent was super helpful and got my car rez done in no time flat. National was great as well!

Enjoy the holiday weekend! And thanks again!

Valerie

Posted: July 2, 2010
subject: After-Hours Quality Service

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

Posted: June 4, 2010
subject: Agent Power - Nancy

Kathy had to call from home concerning a candidate & was sure she would have to drive to the office to get enough information for our after hours service to even find the reservation. She said that our agent was able to find what she needed with next to no information, including not having the correct spelling of the traveler's name! Kathy was quite thrilled that our after hours service was just like speaking to an agent that she deals with everyday & knows her personally.

I wanted to pass this information on to you so you would share it with Nancy and her supervisor! Thank you for representing Wyndham Jade so well!!

Debbie, CTC
Director, Corporate Operations

Posted: June 15, 2010
subject: Agent Power - Julie

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

Posted: June 4, 2010
subject: Agent Power - Mary-Beth

I spoke to passenger 17Apr who wanted to give kudos to agent Marybeth for assisting her on her flights. She also mentioned that she will advise her agency how helpful agent was and pleased to use our service.
Thanks,

Kelly Nevins

Posted: April 18, 2010
subject: Agent Power - Trisha

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

Posted: April 12, 2010
subject: Agent Power - Erzsebet

Erzsebet did an awesome job assisting with my one of my clients. She followed up with BA and got them to allow my client to use the return coupon of the ticket and refund the outbound. This was a huge time saver for me on an already extremely busy Monday. The client is a VIP as well.
Thanks,

Carole
Adelman Travel Group

Posted: March 22, 2010
subject: Agent Power - Kim

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

Posted: March 11, 2010
subject: Quality Service

We haven't received the letter yet from the customer but the fact the agency was told you provided "incredible" service is fantastic. Thanks for taking care of our customers and providing "incredible" service.

Terrie Mendes
Travel Fulfillment International

Posted: March 9, 2010
subject: Quality Service

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

Posted: March 8, 2010
subject: Quality Service

Debbie Murray from Hiscock and Barclay called to express Michael Oropallo’s gratitude to whoever assisted him last night. He was enthusiastically impressed….
Cathy

Cathy Giordano

Posted: March 3, 2010
subject: Agent-Power - Christina

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

Posted: February 19, 2010
subject: CCRA

Hi, I recently checked out your new website and found it to be very nice and I love the new 15% commission feature. It is a definite improvement, and I hope to make more bookings on it in the future.

Thanks for making things easier and better for travel agents.

Sincerely,

Cathy Bell Seabee
Cruises and Travel

Posted: December 11, 2009
subject: Quality Service

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

Posted: October 29, 2009
subject: Agent Power - Linda

Last Saturday I received a call from a client and she wanted me to let everyone know how wonderful Linda Bracy was in helping her with her reservation. She said that Linda showed all the dedication and professionalism she could ever expect in handling her call.

This is exactly what we love to hear from our callers, Great job Linda Bracy!!

Javier

Posted: October 26, 2009
subject: Agent Power

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

Posted: October 20, 2009
subject: Agent Power - Aubrey

Just wanted to drop you a quick note to let you know about the call I received from a client this morning regarding the services handled on an After Hours call by your agent Aubrey. This very challenging client contacted After Hours and changed a complicated International itinerary.

When I received the phone call this morning from my client, I was not surprised to hear that she contacted me to tell me how great Aubrey was in handling her modification to her itinerary. Aubrey’s service was exemplary and for that I would like to say THANKS from both my client and Complete Travel Service.

Karen Hintze
Leisure Travel Manager

Posted: October 9, 2009
subject: Agent Power

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.

Posted: September 30, 2009
subject: Long-term Quality Care & Agent Power - Angie

I have been dealing with your service for a number of years and have always found your people to be more than satisfactory. Last night, one of your fine ladies, Angie performed exceptionally well. She handled a “ticket mishap” (which I found out this morning was the clients error) with a combination of efficiency, kindness and to the satisfaction of all. It allows us to rest easy in off hours when we know that people like Angie are ready and able to perform so admirably.

Robert E. Watson
Managing Director
Protravel International

Posted: September 29, 2009
subject: Agent Power - Kelly

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

Posted: September 20, 2009
subject: Agent Power - Jessica & Sinead

Hi Brad,
Thank you for your personal follow-up. Yes, your team has done a great job with this travel
reservation requirement. I believe it was Jessica over the weekend who helped me with the flight & hotel (very successfully & promptly) and Sinead assisted me today to find me a rental car when previously none had been available. All very prompt, efficient, & effective.

Thank you,

Bowie

Posted: September 18, 2009
subject: Agent Power - Erzsebet

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

Posted: September 2, 2009
subject: Agent Power - Toni

One of our newer customers, Amy from HealthCare Partners, talked with Toni from the ResCenter the other night, and said Toni was absolutely awesome!! Thanks for everything, you guys rock!

Debra Thelen

Posted: August 12, 2009
subject: Agent Power - Venus

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

Posted: August 4, 2009
subject: After-Hours Help & Agent Power

Teresa,
On Tuesday night, we missed our connection in Chicago and were told by the United clerks that there were no more flights to Tulsa that night. I called the World Travel emergency number and talked to a very nice lady in LA. She was able to find us a flight on American Airlines only 40 minutes later than the flight we had missed. By the time we walked to the other terminal, she had booked us on the flight and had our confirmation numbers ready.

In short, she was great! Please pass along my thanks to your company for having an emerency service like this!

Tristia Watson

Posted: July 29, 2009
subject: Quality Care

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

Posted: July 21, 2009
subject: VIP Care & Agent Power - Carol

I am emailing you to compliment one of your agents, Carol. On July 5, she needed approval to ticket two VIP clients and, since their travel date was for the same day for an international ticket, she knew that she had to reach me as quickly as possible for the authorization.

Not only were the records fully documented, but she verbally explained to me what transpired between her and the travel coordinator so everyone would be on the same page. She also voided the original tickets which was the appropriate call since they were penalty tickets.

Since this VIP client is a celebrity and she was traveling as a guest of a designer, it was important that this was handled correctly.

I appreciated her professionalism, patience and her follow through and thought you would like to know how conscientious she was.

Jody Bear
Bear & Bear Travel

Posted: July 06, 2009
subject: VIP Care & Agent Power - Mark

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

Hedy Messinger
Corporate Manager

Posted: July 15, 2009
subject: Agent Power - Toni

I missed a flight from Charlotte to Nashville and had to contact the PPD after-hours service. Toni was extremely helpful and was able to find me a hotel room in Charlotte with a shuttle back and forth to the airport and cancelled my room and car in Nashville so that I would not be charged for those.

She was very professional and proficient and was able to get this all accomplished with a matter of minutes before I had even left the gate of my missed flight. Not only did I notice this, but it was mentioned to me the next evening in Nashville at the hotel when I arrived there by the hotel staff. They mentioned that I had a great travel service to take care of me the way they did.

Great job to Toni!!

Robin Inman
Sr. Regional CRA
PPD

Posted: May 15, 2009
subject: Agent Power - Patricia and Chad

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

Posted: April 30, 2009
subject: Quick Reaction Time

I was on the plane coming home from Rochester, and the pilot came on and said they had a brake fluid leak and everyone would have to de-plane. As everyone was de-boarding I immediately called Prestige’s 800# and the agent got me a seat on the 7:00 pm flight.

About an hour later, after I got re-ticketed, UA finally made an announcement that there were no seats that night on other flights and the next two days were booked as well. So, I thank you and the emergency team for reacting quickly and getting me out of Rochester.

Brad
R.A. Jones & Co. Inc.

Posted: April 16, 2009
subject: Ticketing & Person-to-Person Assistance - Prisca

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

Posted: April 16, 2009
subject: After Hours & Agent Power - Nicole and Julie

Good Afternoon,

When I was at the airport and I realized I had missed my flight, so I immediately contacted the After Hours Service to see what I could do to make it home.

Thankfully your staff was ready to assist immediately. I was a little concerned that speaking to a different agent each time I called would be problematic since this was extremely time sensitive with a potential flight leaving in less than 30 minutes. Pleasantly surprised speaking to a different agent each time didn’t matter, both Nicole and Julie were extremely helpful and got me the information I needed in a timely manner.

Thanks for helping me out in a pinch. It was greatly appreciated. Continue providing the exemplary service you offer it truly makes a difference in the lives of your Customers.

Sincerely,

Julie B. Bornstein CI/CT

Posted: April 14, 2009
subject: After Hours & Agent Power - Sharon

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

Posted: April 2, 2009
subject: After Hours & Agent Power - Jane

Just a quick word to say how wonderful JANE at the 800 number was last night and through the night helping us with a celebrity and her family. Efficient, helpful, pleasant, understanding – first rate all the way.

Gloria
Protravel International | VIRTUOSO

Posted: March 17, 2009
subject: After Hours

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

Posted: February 12, 2009
subject: After Hours & Agent Power - Maria

Dear Cindy,

Thought you'd want to know, that the agent (Maria) from the After Hours Service that helped my client Barry Adelman, was "terrific" and he was very pleased!

Regards,

Barbara Spero
Tzell Travel

Posted: January 26, 2009
subject: After Hours

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

Posted: January 22, 2009
subject: After Hours & Agent Power - Terry

Terry, Gary here. I would like to tell you how much I appreciate the way you work. I was in Yuzhno a couple extra days because of weather, EVERYTHING in Yuzhno was closed. I used the emergency overseas number on the itinerary and the after-hours agents there were VERY HELPFUL!!

They got me onto the flights I needed. I showed up at the Transit desk, they handed me my new tickets, (and I got upgraded to Business!), when I got to L.A. Ak. Air handed me my new tickets and I was set. I REALLY LIKED THAT. I thought I would have to jump through all sorts of hoops to get home. Again I would like to THANK YOU and the others at your office for this. A VERY SATISFIED CUSTOMER.

Gary Leffler

Posted: January 12, 2009
subject: Agent Power - Marybeth

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

Posted: January 2, 2009
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