My customers of six years were due home on Sunday 18 April; I first contacted them on the Friday to update them on the situation. We text/phoned each other several times a day. I kept a constant eye on the airline’s schedule and relayed the information back to them.

They met another family who had booked direct and were left to fend for themselves; I offered to help them too as they couldn’t get through to the airline. I re-booked them all on another flight and kept moving them forward.  Naturally they were very anxious to get home and we explored every possibility but I advised them not to act in haste and to be patient as I didn’t want them to be out of pocket; I knew the airline was doing everything they could. I was at my desk from 6.30am – 11.30pm so I could keep them informed. They flew back on 21 April at no additional cost for the flight home.

This is what they have put on facebook:

“Thank you sooo much Gail for booking our holiday and for helping us get home after the ash cloud crisis you are such a good friend I don’t know what we would of done without you!! xxxx such a credit to Travel Counsellors!!!!!”

 Gail Herring, Travel Agent Halifax