The travel industry’s sweetheart, Monica Horn, Product Development Manager at Harvey World Travel, was recently nominated as one of Amadeus’ Movers and Shakers of the travel industry.
Here’s a bit more about Monica…
For Monica the customer-centric approach is one of the things that she loves most about the travel industry. According to Monica it is an industry where people are paid to be nice to people.The future of the travel industry is reserved to those who put the customer at the heart of their business!
Monica adds that making dreams come true is what it’s all about for Monica. She recalls a recent Harvey World Marketing campaign where customers could win an all-inclusive trip to Mauritius for two adults including flights, transfers, as well as all meals and activities.
Says Monica: “It seemed like a straightforward and easy campaign, until the winner was chosen. A single mom of two, who was desperate to take her children. Being a mom of two myself, I empathised with her and did my best to fit in with her requirements – which were obviously excluded as part of our t’s and c’s – no school holidays, off peak season. After many changes to the itinerary, lots of stressful moments, we reached consensus, booked the holiday and they wrote upon their return to say thank you, to say that they had a fantastic time! That’s what life is about – memories, relationships, experiences. ”
Monica’s advice for the travel industry? “Never burn bridges and always treat people with respect. The customer may not always be right, but they are always the customer and should be treated with the necessary respect.”
For more on Monica and the Amadeus Movers and Shakers campaign click here