Jack Smith made all of the difference. We interacted with Jack Smith, not the company. Jack represented the company, but the company was just background - very little about the company appeared to separate PrivyTrips from the several other discount travel agencies with which we have engaged. Not once have we ever returned to one of those agencies, primarily because we do not recall their names or the agent names. But we will not forget Jack Smith, because he stood out from every previous agent. First, he seemed to never sleep - although we are separated by 10 time zones, his email/text replies always arrived minutes after sending my messages. It felt as if he was waiting for my message and working on only my itinerary. Next, Jack was fully invested in our needs. It felt as if he put our problems on his back. And his resolutions were both immediate and effective. Our communications were unusually good, however there were (I believe) three occasions when his message confused me, (and one phonecall where the connection was below par). In each case, he easily clarified. Jack also expressed his interest in me. Usually, when a salesman does that, it rings hollow and is an irritant. But in Jack's case, it felt sincere, partially because I had already made the commitment, but also because it felt completely genuine. Jack is am open personality - he shared a few things about himself from which I learned that we share some values. Well, I realise that these attributes describe an excellent salesman, but I did not have my normal negative reaction to a sales pitch. Instead, they made the interactions I had with Jack into a pleasure. Arranging a complex airline itinerary is one of my least favorite passtimes, and Jack removed most of the unpleasantness for me. Next time we plan a complex trip, we hope that Jack is available to do the heavy lifting.
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