10 days left!

Yesterday I realized that despite the fact I booked transfers from the airport to our hotel, I don't know anything about it. Where do I need to go? Is anyone going to wait us there with a piece of paper with our names on it? I did panic a little bit then started to check out my holiday documentation sent to us by Monarch Holidays Group.

Then, i did panic a little bit more because there was nothing there about how we are going to do the transfers once arrived at the airport.

But fortunately I found a paragraph saying:

Cosmos Concierge

Your Cosmos Concierge is there to answer any questions you have before, during, or after your holiday. Contact your team at [email protected], quoting your booking reference. The service is completely free to you as a Cosmos customer, and is designed to help you get the most out of your 100% Cosmos holiday.

"Hmm, all right" i said to myself, not too convienced after my different previous not very bright experiences with other big travel companies, "let's give it a try, maybe I will receive at least some information from them".

The truth is that today I had a huge surprise when I found an email in my inbox from them, signed Donna MacGregor. Not only that she gave me an exhaustive answer covering all the areas I might have been interested in before our trip but she added something like this in her email to me: "I do not know if you have been to Italy Venice before so I have taken the liberty of attaching some light reading which I have been collating so please enjoy." And when checking the email I found a nice Word document attached with very useful tips and tricks about Italy in general and about the places I am going to visit i said "Wow...", this is someting so great.

My own work is somehow related to Customer Service and this was for me something called like: "delighting the customer" or "going beyond customer expectations". Well done Donna, grace to you we will start the trip a bit more prepared than expected. You and your Cosmos Concierge team have won the deserved "right" to be mentioned in my travel blog.