Alicia Brown, a journey agent dependent at Your Co-op Travel in Sedgley, refused to make it possible for her care worker client, Ellen O’Neil, to overlook out on a a great deal-essential loved ones holiday getaway when a new passport for her daughter was delayed in the post.
Alicia, who previously labored in a treatment house for a few several years as a treatment assistant to elderly inhabitants and dementia sufferers, built 18 phone calls and invested hours on the cell phone, monitoring down the lacking passport so that her customer and her spouse and children could make their holiday.
The shopper, Ellen, acquired the vacation to Tenerife in December 2021, for herself, her 16-calendar year-previous daughter Millie and her daughter’s boyfriend, departing on March 28.
Ellen realised in February that her daughter’s passport did not have the a few additional months needed for vacation to the EU write-up-Brexit, so she applied for a new just one.
She was told by the Passport Place of work that it would get about two weeks.
When the passport even now hadn’t arrived three days just before the getaway departure date, Ellen compensated a £450 admin price to shift the flights to Easter Monday, April 18, but by Great Friday the passport was even now not shipped.
On Saturday 16 April, Ellen gained a text stating the passport would be delayed until the adhering to Tuesday, so she postponed the vacation yet another two days, until eventually the pursuing Wednesday, at an further price of £200.
But on the Tuesday morning, Ellen termed Alicia to say she’d have to terminate the vacation fully since she’d gained one more concept expressing the passport would not arrive until eventually the Wednesday, after the flight experienced taken off.
Alicia realized Ellen’s passport would be in a local depot somewhere, so she rang the courier company’s head business office and a few neighborhood depots to uncover out which 1 had the passport so she could convey to her client to go and decide it up in person.
Alicia stated: “I uncovered the telephone quantities for the courier organization and tried out to get the problem resolved, they ended up seriously unhelpful.
“I put in very a great deal all morning on the telephone, I believe in the finish they got fed up with me since when I informed Ellen to connect with the depot once again – it labored.
“She bought an email offering her an deal with to acquire her passport.
“I termed Ellen that night, she had Millie’s passport, and they made the flight the future morning.
“Ellen had entirely offered up on the vacation and I was devastated.
“I know how hard it is to be a care worker.
“I’d choose performing 15 pandemics in travel more than one pandemic in a care dwelling.”
Alicia Brown has been with Your Co-op Travel for seven years, and she has worked in the Wolverhampton, Wednesfield and now Sedgley branches.
Ellen is based in Glasgow, so Alicia and Ellen have never achieved.
Ellen O’Neil said: “Alicia, and her colleague Annabelle at the Sedgley department, served me so considerably, 1st by altering my holiday getaway dates and then by not giving up on my holiday break when I virtually experienced.
“Alicia did not cease trying to assist, even on her times off.
“They are beautiful, beautiful ladies and I now won’t e book with any one else.”