Tuesday, August 20, 2024 A Jet2holidays travel advisor from East Kilbride recently shared her experience of a serendipitous encounter with a customer she had assisted in booking a holiday back in April, while she was on her own vacation in Rhodes. Mhoraig McWilliams was enjoying a family holiday in Rhodes when she was unexpectedly approached by Craig McKay, a customer who had contacted the UK’s largest tour operator’s Contact Centre earlier that year. Craig recognized Mhoraig’s voice and introduced himself, having remembered their previous conversation when booking his trip.
Having worked for Jet2holidays since 2022, Mhoraig recalls her surprise when Craig recognized her and approached her in a restaurant, mentioning that he believed she was the person who had helped him book his holiday to Faliraki. Mhoraig explains: “When booking Craig’s summer holiday back in April, I noticed that the dates married up with my own family holiday to Faliraki. I mentioned that if he was ever out in the resort and heard my distinct Scottish accent, he should give me a shout to have a chat in person, and I was so shocked when we did actually bump into one another!” With two decades of experience visiting Faliraki with her husband and daughter, Mhoraig was the perfect Travel Advisor to recommend accommodations, restaurants, and excursions to Craig when he was booking his holiday.
“One night in my favourite restaurant, which happened to be the one I recommended to Craig, I got chatting with my family about how beautiful Faliraki is. Upon hearing my voice, another diner sat near us started to look at me strangely and asked whether I worked for Jet2 and if my name was Mhoraig! After figuring out that it was Craig, and that I had booked him and his family’s holiday for them through the Contact Centre, his daughter gave me a hug and thanked me for the best holiday ever which made my evening.” In disbelief of this rare meeting, Craig added: “After we said our goodbyes, I kept looking back and shaking my head in shock that I’d actually met Mhoraig after our lovely interaction over the phone back in April.
As well as actually getting engaged when away in Rhodes, this chance encounter made our family getaway the best one yet, helped by all the tips and recommendations from Mhoraig’s extensive knowledge of the destination. Our trip to Rhodes was everything she promised and more. We only ever use Jet2holidays for our family holidays as everything is so simple and easy, and this interaction is testament to that.
” Since joining Jet2holidays in the Contact Centre, Mhoraig has assisted numerous satisfied customers like Craig in booking their dream holidays through the tour operator’s dedicated phoneline. This level of VIP service is a key reason why Jet2.com and Jet2holidays have consistently earned accolades for their top-tier customer service, including being named Which? Travel Brand of the Year for three consecutive years.
Reflecting on the full-circle moment, Mhoraig said: “I hope this remarkable story demonstrates that my colleagues and I in the Contact Centre are true brand ambassadors who like to go out and live the experiences we sell to holidaymakers, equipping us with the knowledge to be able to give genuine recommendations based on our own travels. I’m so glad I made a lasting impression on Craig and that we got to meet in person. It is a holiday that he and I will never forget!”.
