One day last May, the team at Oyster Travel in Norwich received a message from a distressed customer that no agent wants to receive.
Two of their loyal clients, retired couple Ricky and Carol were on holiday in Cyprus – and Carol had been rushed to hospital with a suspected stroke.
It was a horrible shock – they were much-loved customers, and this booking had been particularly special because the couple had worked out it was their 100th holiday together.
The news wasn’t good – Carol was in a coma and they would not be returning home as scheduled. Ricky needed to move hotels, to be closer to his wife, and he needed guiding through the insurance process.
