Case study 1:

Mr Benson – change of airport

You have booked an itinerary for Mr Benson, and part of the
journey includes Paris with a change of airport. He arrived at
Charles de Gaulle Airport, and departed from Orly Airport. At
least four hours should have been allowed to travel between
the two airports, but unfortunately you did not allow enough
connecting time and Mr Benson missed his flight. He had to
organise hotel accommodation at Orly Airport, stay overnight
and continue his journey the following morning. This meant that
he missed part of a very important meeting. On his return, he
contacted you at your travel agency: he was still furious. He
has threatened to remove his company business account from
your travel agency.
1. What action will you take with this situation?
2. How will you prevent this matter in future?