No day in PR is predictable and that especially goes for Fridays where anything can happen. For Naomi Harper, PR Manager, Friday the 11th was absolutely no exception. Listen to Naomi’s take on a memorable day.
I settled down for a quiet day of planning when the phone rang, as it so often does. Sometimes it is just a customer who has dialled the wrong number and is looking to get through to make a booking. On this occasion though, the gentleman called Adam on the end of the line sounded panicked and said it was an emergency. So there was no doubt in my mind that I had to help.
Adam explained that he and his wife, Yaneth, and their Boxer dog, Columbo, were on their way home from Calais. There had been an issue with Columbo’s pet passport and Eurotunnel wouldn’t accept it. Adam had to immediately return to the UK due to work commitments and to return a vehicle, so he had to leave his wife and dog in Calais.
His question to us was, after having Columbo’s pet passport re-stamped and waiting the required 24 hours, could they sail back with us the next day as foot passengers. They sadly could not as our Eastern Channel route doesn’t take foot passengers. I was, however, determined to find another way.
After checking with the team, we arranged a DFDS van to collect Yaneth and Columbo in Calais the next day and pop them onto Calais Seaways for a smooth crossing back to Dover. Yaneth enjoyed a glass of prosecco in the Premium Lounge and treated Columbo to a toy from the on-board shop.
Adam then met them at the Port of Dover for a safe onward journey. Additionally, Adam mentioned afterwards that he’s a business studies lecturer at a university and would be using DFDS as a case study to show his students how a business should treat its ‘potential’ customers and win them as actual customers.
It was brilliant team work, pulling this together at the last minute to bring these passengers back to the UK, so thank you to Cyril Bourgois in Calais, Therese Boullot on Calais Seaways, Guy Ellis in Dover, Jesper Christensen and Gemma Griffin.
October 21, 2019