June 21, 2015 Mark

Transit Adventures: Planes, Trains, and Automobiles

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Any particular trip can be defined by the actual journeys you take. Whether it is simply the act of getting to your intended destination or the mad rush to book a driver for a reasonable price. we tend to find that it is these that define the story of travel. So in the spirit of this, Jennifer and Mark have decided to take time out from our normal ramblings about weekends away, and list some of our most memorable travel transportation experiences.

Making a rapid escape from apologizing to my better half at Humayun’s Tomb, New Delhi, India

Ordos to Beijing (2013)

Ordos, Inner Mongolia, has had plenty written about it. A ghost city of much beauty in the middle of nowhere, Ordos an apt symbol for the modern real estate development of China. Yet, it is also an airport, a beautiful airport, connected to the truly awful Nanyuan Airport in Beijing.

Nanyuan Airport is a tiny old military base on the southern outskirts of Beijing that is hard to get to and even harder to get away from at the wrong time of night.

They also regularly cancel both departing and arriving flights for no apparent reason. Hence, in 2013 Mark found himself stuck in Ordos following a “short” work trip after flight cancellation upon cancellation. The stated reason – rain; the real reason; no one really knew. Anyway, countless flight cancellations, fifty international journalists baying for blood, and a thirteen hour coach ride from the city next to Ordos, ensured this was a trip to remember for all the wrong reasons. But time heals all wounds, right?

And of course, if you want to read about one of Jennifer’s flight nightmares, you can find it here.

Part I: Rishikesh – Delhi – Rajasthan (2012)

Mark’s girlfriend is a fantastic traveler. Traveled way more extensively than he has, and often does it without a complaint. However, she is also highly keen to make the most of every moment of every trip and this can lead to friction.

Train journeys in India are absolutely worth it. Mark enjoys wide expanse of western-India.

Mark and Quint caught a train from Rishikesh to Delhi, which lasted for over ten hours. Once in Delhi they had two or so hours to spare before the next even longer train journey to Rajasthan. He wanted to rest, and she wanted to see a world heritage site (she is admirably trying to see them all. As in every single one on the globe.) She won. They went to the wrong tomb. Mark sulked. They pretended to smile in pictures. Finally, they found Humayun’s Tomb, the centuries old resting place of Mughal Emperor Humayun. She won again because it is truly spectacular.

This is a central to the Weekend Crossroad philosophy and something we will explore more extensively in future posts. Why sit around an airport or train lounge when there are more adventures to be had? (Read about things to do in a layover in Frankfurt here.)

Part II: Kanyakumari – Thiruvananthapuram (Now we know why they still call it Trivandrum!)

Meanwhile, two years later, Jennifer was determined to overcome the reported horrors of train travel in India (mostly shared by her Indian friends!) As a global traveler from the age of 6, Jennifer was not prepared to be daunted in the slightest by the prospect of booking a ticket. Until faced with the Indian Rail website. And many, many other challenges. So like any savvy traveler, Jennifer and her friend Pete sought the kind assistance of a travel expert — an innkeeper in Kochi, Kerala, who kindly helped them to purchase two first class tickets between Kanyakumari, Tamil Nadu and Trivandrum. Pete and Jennifer noted the distance between the train station and their hotel, inquired as to how long in advance they should arrive at the station, and organized an auto rickshaw ride, and were all set. Or were they.

Greeted by emphatic head shakes at the local train station, Jennifer and Pete were baffled as to why their tickets were not accepted — and why their train was not listed on the schedule. Finally, a kind English-speaking soul explained that in fact, they were at the wrong train station. They could either try to grab a trishaw and rush to the right station (standing a good chance of missing the train) or purchase a new ticket to Trivandrum. Looking at each other, both decided to opt for the new ticket — especially upon realizing that the cost would be mere cents. Then they learned why.

As the train choked and struggled up to the platform and a chaotic mad dash of humanity ensued (where DID all these people come from? They could have sworn that there were not this many people in the station!), Jennifer and Pete helplessly looked around for a place to sit. Jennifer seriously considered abandoning Pete for the calmer looking women-only car, or hiding in the baggage car, but was soon convinced by Pete that this was NOT in the spirit of weekend crossroad adventure. They happened across a nice local family who somehow managed to squeeze 1.5 seats out for our two hapless travelers. Then Pete and Jennifer learned why their tickets were so cheap.

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Jennifer and fellow wanderer Pete explore the southern-most tip of the subcontinent in Tamil Nadu. Their new friends help take a rather cramped selfie on third class rail in South India.

First, there was no air conditioning. Indeed, there was barely any air circulating in the cramped car. Sitting as closely as possible to the window (designed in typical “prison chic” manner with iron bars across it), they managed to get a small breeze. And noticed that in addition to climbing to no more than approx. 40 km an hour, the train stopped at EVERY town, village, and crossing along the way.

But then fantastic things happened. First, the slow pace enabled them to take in the sights in a way that could never have happened at 100+ km/hr. Second, Jennifer was proudly able to take off her “princess prima donna” label for a day. And third, practically ready to gnaw each others’ arms off with hunger upon finally pulling into Trivandrum station, the two discovered a wondrously eccentric and charming coffee house where they enjoyed a scrumptious (and cheap!) lunch.

The lesson? Sometimes mistakes can lead to the best, unexpected adventures.

Pingyao to Beijing (2008)

Traveling on the wonderfully efficient high speed trains between the major Chinese metropolises (metropoli?) of Bejing, Tianjin, Nanjing, and Shanghai, it’s hard to believe that in the not-so-distant past, train travel in China was something between an adventure and a game of chance. In 2007 it was impossible to purchase a round trip train ticket between any two Chinese destinations — you had to purchase a one way ticket to your destination — and upon arrival, immediately queue up for a return ticket. In theory, this system worked. Unless, like Jennifer and her friend Amy, you chose to travel during a major national holiday (in this case, the October “golden week” celebrating China’s National Day.

Ever adventurous, Jennifer and Amy decided it would be fun to take a day trip (involving two overnight train rides) to the ancient city of Pingyao, in the coal-rich (and highly polluted) Shanxi province. They would take a hardsleeper train to Pingyao, arriving in the early morning, and spend the day exploring the walled city before catching another evening train back to Beijing where they would enjoy a lazy Sunday before heading back to work the following Monday. What a great plan! Amy, who is Caucasian, good-naturedly put up with the ceaseless curiosity of our fellow passengers, and being the more experienced Chinese train traveler of the two, made sure that they were second in line for the return tickets. (Chinese trains kindly awake you with a loud PA fanfare before you arrive, bleary-eyed, at your destination.) Money in hand, they approached the ticket window, only to be told that all trains – to anywhere — were sold out until the following week.

Outside the city wall.

Inside the city wall.

Realizing that there was nothing that they could do, Amy and Jennifer proceeded to the historic city center and wandered around. Despite the grey skies and the air so thick with smog that they could taste it, they were taken with the somewhat decrepit charm of the town, particularly when taken in from the top of the city wall.

By early afternoon they had circumnavigated the major sites and enjoyed a lunch of local steamed dumplings. And realized that it was time to figure out how to get home. Speaking to a local farmer, they learned that the local bus station was not too far away. Climbing into his donkey cart, they headed for the terminal, where they were able to purchase tickets to Taiyuan, the provincial capital. From there, they would catch a cab to the inter-province bus station and catch an overnight bus to Beijing. Not their preferred mode of transport, but at least it would get them home.

Cramming onto a jumper seat in a mini-bus, Jennifer found herself seated between a crate containing a live (and vociferous!) chicken, and the “old woman with the bag of seemingly never ending odoriferous food” — and braced herself for a bumpy 2 hour ride.

In Taiyuan, Jennifer and Amy finally made it to the inter-province bus station, to find a scene of utter chaos. Elbowing their way to the front of the line in true local fashion, they amazingly managed to get the two last tickets for the overnight bus to Beijing. Around them, people in the same boat as they were yelling and crying. But they were triumphant! Heading outside, Jennifer spotted a travel agent. On a whim, she popped in to see if there were any flights to Beijing that night. Amazingly, there were. So for around US $50 apiece, they found a much easier way home.

What to do with the bus tickets? Heading back to the terminal, they looked for the most “worthy” looking candidate. They spotted young man sitting calmly, but dejectedly, in a corner and asked him what was wrong. He and his son needed to get back to Beijing urgently, but there were no tickets left. So they were going to sit in the station until a place on a bus opened up. Jennifer and Amy then sold him their tickets at cost, and with mouth agape and tears in his eyes, he accepted them. Heading to a nearby McDonald’s to drown their sorrows and stress in junk food, they agreed that that was the highlight of their trip.

As the plane touched down at Beijing’s Capital International Airport, Jennifer reflected on how lucky she was to have options — to have both the means and the ability to jump on a last minute flight, while others had to struggle so much to get from Point A to Point B. And she was immensely grateful.

Chiang Mai to Bangkok (2002)

In 2002, Mark and his then girlfriend were traveling around Thailand with her sister. For their journey from Chiang Mai to Bangkok they booked themselves onto a 13-hour bus journey.

The journey was terrifying. Not only was it on mountain passes and in the pitch black, but the bus appeared to have little or no breaks. Speeding up as it went around corners hoping physics would do its part.

One particular stand out moment was pulling into the gas station, Mark and his fellow international travelers demanding to be let off and the bus driver and his associate refusing. Another bus pulled up next to them, full of Chinese tourists. To this day Mark wonders what was going through their heads as they were met with thirty or so people banging against the windows of another bus, clearly petrified. But then Mark’s bus pulled off, never to see them again.

Upon reaching Bangkok, everyone all left the coach without saying a word — too stunned, even to express gratitude for being alive despite all the odds.

Do you have any transit experiences to share?

June 10, 2015 Jennifer

A Tale of Two Budget Airlines — Part III of III: Marriott is Not An Airline, but AirAsia Could Sure Learn a Thing or Two from Their Customer Service Bible (Book of Mormon?)

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Having just rounded up a two-month journey courtesy of the AirAsia ASEAN pass, I thought it would be timely to reflect both on my experience of using this innovative travel resource, and my occasionally difficult adjustment from business traveler to Weekend Explorer (read, budget traveler.) #firstworldproblems

But before I launch into the tale, I acknowledge that people may not have the time to read a lengthy blog post – let alone three. So here is the key takeaway. AirAsia could learn a thing or two about customer service from Marriott.

One of my favorite stories behind the impetus for creating this blog involves a Marriott. Not a bad experience per se, but a disorienting time when I woke up on the third leg of an extended multi-city business trip and needed a few seconds to remember what city I was in. Because Marriotts are almost all the same. This can be comforting to the frequent business traveler who strives for a sense of normalcy on long jaunts away from home – but can also be incredibly disconcerting.

Weekend Crossroad, its writers and readers, by contrast, seek experiences. This involves embracing the unordinary, and the extraordinary, and in some ways is the polar opposite of this philosophy. But this doesn’t mean that we cannot appreciate a business model that, well, works. Or that we don’t occasionally crave the comforts of home.

Every year, my previous employer (a D.C.-based global communication and public affairs consultancy) holds a management meeting where past and future performance is discussed, clients are invited to share first-hand experience of what it’s been like working with the firm and what they expect from top-notch consultants, and guest speakers are invited to energize the team with new ideas. One year, the speaker was Kathleen Matthews, chief communications and public affairs officer (CCPAO?) for Marriott International.

Ms. Matthews (who is married to the bombastic Chris Matthews of Hardball fame) drew both from her experience as a D.C.-area news reporter/anchor and the face a Fortune 500 hospitality company. She explained that the company remains close to its roots (pun intended – the company was founded by John Willard and Alice Sheets Marriott in 1927 as a humble a root beer stand in Washington, D.C.) Marriott’s management philosophy is simple yet effective – If you take good care of your people, then they will take good care of the customer, and the customer will come back.

I’ve seen this in practice time and time again. I’ve had good experiences at Marriotts around the world, as well as some not-so-good ones. I’m presently a Silver Elite member – and while I enjoy several additional perks when staying at a Marriott, what is most important is that I’ve never felt like less of a customer during times where I did not have status (something that United Airlines could learn a thing or two from!)

All of my stories take place in Asia. I feel the need to elaborate on this point for several reasons. First, being half Chinese myself, and having led local teams in China, Malaysia, and Indonesia, I understand the immense cultural barriers that can exist when faced with a more “rah rah” style American management philosophy butts up against a deeply-entrenched sense of hierarchy. Second, it means that I know that this is not an excuse, and that anyone who uses cultural differences as an rationale for poor understanding/performance has very low awareness themselves. Third, it means that I both recognize, and appreciate, the efforts required from all sides to make things work.

Photo courtesy of the Shanghai Marriott Hotel Hongqiao

My first story is several years old, and takes place at the Shanghai Marriott Hotel Hongqiao. The facilities have seen better days but are comfortable enough, and its convenient location by Hongiao airport is a major selling point. I was leading a multi-day media and spokesperson training course for the Pan-Asian executives of an American multinational company. Being a type-A anal-retentive sort, I decided that rather than grabbing a bite at the buffet lunch we had pre-booked for the participants and myself, I would see them down, grab a quick drink to take up with me, and set up for the afternoon session. As I headed out of the coffee shop with a glass of Coke in hand, a young server stopped me. “I’m sorry,” she says politely, “but guests are not allowed to take items out of the restaurant.” “I understand completely,” I reply, “but I’m part of the 20-person party over there and don’t have time for lunch. I simply wanted to take a drink up with me.” She apologized again, and I handed over the glass without another thought. (After all, it IS a completely reasonable policy.) As I’m setting up flip charts and markers in the conference room upstairs, I hear a knock at the door. I see a woman in a neat black suit, carrying a tray with a glass of ice and a can of Coke. Her tag reads “assistant manager,” and she says “I couldn’t help noticing your exchange with the server downstairs, and I wanted to apologize personally for the misunderstanding. It is our policy not to allow guests to remove food or beverages from the coffee shop, but I understand that you are busy and I hope that this will make up for that in a small way.” I was completely speechless. After making sure that she knew that I in no way blamed the server for her actions, I took the drink and sat down to think. Wow. Not only was this a first-rate service action, but how amazing that a junior manager at a restaurant in a Chinese hotel felt comfortable taking initiative to make a not-even-unhappy customer feel valued. For an approximately 25 US. cent can of soda, this individual invested in life-long loyalty. (And gave me fodder for future client service training sessions!)

How’s that for a lobby lounge?!? Photo courtesy of the Mulu Marriott Resort & Spa.

My second story take place a little over a month ago, at the Mulu Marriot Hotel & Spa. Having just “endured” the wild Borneo jungle along the Kinabatangan River in Sabah (I say “endured” because I was attacked by leeches, among other critters, but have put it in quotes because the truth is I enjoyed every minute of the experience!), I decide that I have had enough of roughing it and am looking forward to a comfy bed at the end of each day of trekking through Mount Mulu National Park. (A separate post on this incredible experience is forthcoming.) Mulu is an interesting place, and well deserves its UNESCO World Heritage status. But after a particularly strenuous trek, I am disappointed because the “Spa” part of the name refers to a building – with no therapists in it. I am slightly miffed because, truth be told, the Spa part was one of the more compelling reasons why I chose this particular hotel. However, learning that my next stop would be one night at the Miri Marriott Hotel & Spa, the staff kindly contacted the Spa on my behalf to ensure that I had a booking there upon my arrival.

Another challenge was eating. Every hotel/restaurant in Mulu is faced with the same challenge – supply. Food is flown in daily from Miri (explaining the giant Styrofoam coolers on the baggage carousel at both ends of the journey.) This means frequent shortages – even at the Marriott. However, this is explained cheerfully by the staff, and the kitchen does its best to keep customers happy.

The two things that really stuck out were separate encounters I had with various staff. The first, a young Australian manager involved with the opening of the hotel (recently acquired by Marriott in a rather dilapidated state), told me of how he was assigned to oversee the transition, and that meant staying until the formal opening (the resort is still operating at a “soft opening” stage). His job entailed everything from making sure my water glass and coffee mug were filled at all times, to supervising vegetable buys, to negotiating permits with the local government. No job was to big – or too small – for his attention.

Gorgeous sunset over the South China Sea at the Miri Marriott Hotel & Spa. Photo by Jennifer Hart

My second encounter was with two young Malaysians who worked at the hotel’s sister property in Miri. They were there to experience the park – in order to be able to report first hand on the itineraries they were booking for guests. While taking their jobs seriously, they also believed in having fun. Doing a final trek before jumping on an afternoon puddle-hopper back to Miri, one of them bemoaned not having packed a bathing suit to enjoy swimming in the aptly-named Clearwater River. After a few minutes’ consideration, she threw caution to the wind and leapt in – clothes and all. “I can sit on a towel” she reported cheerfully. “This was totally worth it.”

Photo courtesy of the JW Marriott Hotel, Medan

My third story is from just last week. At two separate stays at the JW Marriott Hotel Medan, I had two entirely different experiences. My first was a disaster. Check-in took ages, neither the A/C nor the minibar in my room worked, and I called down for ice in an effort to cool down (Medan is many things, and steamy is chief among them!) The icing on the cake was when a young boy from housekeeping (he looked about 18!) handed me a shopping bag full of ice. “Umm, do you have an ice bucket?” I ask. He looks perplexed for a moment, and then says “No.” I ask whether this was purified ice, and am greeted with a blank stare. “Never mind,” I say. I thank him and send him on his way. At this point I am quite peeved. It’s no so much that I am frustrated at being at a 5-star hotel with thus far 2-star service – it’s that JW Marriott is supposed to be the hotel’s premier chain! Hardly believing this latest experience, I take a quick photo of the plastic bag with my mobile phone and post it on my personal Twitter feed, tagging Marriott International. Within a few hours I have a reply from their global customer service, apologizing profusely for the experience and asking for me to send a private message with my reservation number. But, I’m ashamed to say, I am heading out to the jungle of Bukit Lawang early the next morning and decide to head to bed instead.

Don’t take my word alone — Jennifer braving the entrance to the jungle of Gunung Leuser National Park.

After an enjoyable, if grueling four days in the jungle, I am looking forward (somewhat paradoxically) to a hot shower and cold A/C. As I limp into the lobby, the woman at the door smiles brightly and greets me with a “welcome back!” (I had asked her for directions on my previous stay and she clearly remembered me, which impressed me to no end!) I shuffle up to the reception desk where the clerk, who also remembers me, tells me that they had been expecting me the previous day. Stupid me, I had booked the wrong night, forgetting that May has 31 days, not 30. (Yes, I STILL do the knuckle counting trick to calculate the days of the month! But clearly not this time.) Now this was 100% my fault, and it would have been within the hotel’s right to charge me for this erroneous stay AND kick me out that same night. But they didn’t. Not only did they cancel my previous reservation with no penalty – they instantly booked me a new room, noting all of the preferences in my profile, and upgraded me to a suite. Noting my profound embarrassment and profuse apologies, the clerk smiled and told me that this happens more than one would think, and that she was just happy to be able to help me. Wow. Am I glad that I didn’t write a nasty Trip Advisor review about my first stay! So you can bet that Marriott will again be my hotel of choice when I resume business travel next year.

As a wise, if ineloquent person once said, “Shit happens.” But damn if this company doesn’t get it right almost every single time.

June 9, 2015 Jennifer

A Tale of Two Budget Airlines – Part I of III: AirAsia ASEAN Pass – the Good, the Bad, the Ugly, and How Easy it Is to Lose a Customer for Life

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But before I launch into the tale, I acknowledge that people may not have the time to read a lengthy blog post – let alone three. So here is the key takeaway. Jetstar is the King of Budget Airlines in Asia, I will never fly AirAsia again.

Now on to our story.

First, kudos to AirAsia’s marketing team. They are definitely unsurpassed in the Asian budget airline realm for coming up with innovative and attractive campaigns for the masses – of which I am but one. The AirAsia ASEAN Pass is one such initiative.

As the first promotion since the fatal Dec. 28 crash of AirAsia 8501 (which killed all 162 people on board enroute from Surabaya to Singapore) it was important for the ASEAN Pass to manifest a vision beyond cheap travel. Thus, Air Asia Group CEO Tony Fernandes explained, in advance of this year’s anticipated ASEAN Economic Community and Open Skies Policy, “the [ASEAN] pass allows us to bridge communities and attract more foreign tourists to the region. It’s the perfect instrument to promote ASEAN integration.” I should add that I had the privilege of meeting Mr. Fernandes at the World Economic Forum on East Asia in Manila last year, and that we had a charming and witty conversation about Malaysian politics. I respect him, and his accomplishments, immensely. But would that be enough to save AirAsia this customer?

But I am getting ahead of myself. What was the promotion that launched this saga in the first place? In a nutshell, the AirAsia ASEAN Pass is a pre-purchased travel pass that allows travelers to book air journeys with credits, at least 14 days or more before the departure date to travel to more than 140 routes across ASEAN’s ten member states. Travelers can opt for a 10 credit/ one month pass for MYR 499, or a 20 credit / two month pass MYR 888. The clock starts counting down from the first day of travel, not date of purchase. The two step process works as follows.

As a relatively early adopter, I was able to capitalize on a number of advantages from the 20 credit pass. This worked for me primarily because of my own scheduling flexibility. At my time of purchase, eligible flights below two hours were valued at one credit, while flights of two hours and above were valued at three credits. However, the number of one credit flights has decreased since then, as has flight availability. (Non-Malaysian travelers may be able to take advantage on the ringgit’s recent drop vis-à-vis the USD and still enjoy discounted travel benefits.)

I took four separate (AMAZING) trips with the pass – Singapore, Borneo (Kota Kinabalu, Sandakan, Bandar Seri Begawan, Miri and Kuching), North Sumatra (Medan), and Kuala Lumpur. There were some minor hiccups here and there (mostly due to fluctuating availability and the unpredictable performance of the AirAsia website). But the REAL nightmare happened on the final leg of the journey – prompting me to write this post.

Challenges began when, as usual, I tried to pre-book 20k of check-in luggage for each leg of the journey. (I’d had no problems booking Singapore and Borneo, but Medan and Kuala Lumpur were proving to be a huge headache.) It just WASN’T working, no matter what I did. So I tried to get in touch with AirAsia customer service to resolve this seemingly benign issue.

Attempt 1: Live Chat

Air Asia’s live chat option is a great, cost effective way to communicate with irate/frustrated customers – in theory. The challenges are as follows. First, the queues are horrendous – lasting anywhere from 45 to 90 minutes (in my four attempts over the course of several days, anyway.) Second, if you are not vigilantly at your computer for every waking moment of this time, you instantly lose your place. (I made the mistake of taking a bathroom break to discover that my computer had gone to sleep and I was kicked out of the queue with only 10 minutes to go!) No problem, this was my fault. So I brilliantly set a movie to play in the background of my laptop to maintain an active connection, and went on with the mundane tasks of the day. FINALLY I got in touch with a representative, who, after learning about my problem, told me that the issue might be with my browser and/or cookies. Now I am not the most IT savvy person (by far) but even I shouldn’t have been THIS dumb. Once I cleared my history as instructed, he told me to close the browser and try again. Great advice – except closing my browser OBVIOUSLY disabled the chat. (Duh!) Now, when you register for the service, they ask for your email address and/or mobile phone number. (I’d included both.) So I waited expectantly for an email to ping or my phone to ring. Neither happened. I attempt to register for a new chat, only to find the wait time at 95 minutes. FORGET that. So I proceed to option B.

Attempt 2: Indonesia Customer Service Hotline

I get through to the call center relatively quickly, only to be greeted by someone with barely comprehensible English. (Now keep in mind that I’ve both lived and worked around Europe and Asia, have resided in Indonesia for 18 months, and am pretty good at deciphering different accents.) After a long back and forth, I finally manage to communicate my challenges to him, and he proceeds to pull up all of my upcoming itineraries. “No problem,” he explains, “the luggage is already booked,” which explains why I’ve had challenges trying to pay on the website. “OK,” I reply, “but why isn’t it showing up on my itinerary?” He sends me a new link, and sure enough, the luggage is right there where it should be. Phew – problem solved. Right?

Well, the problem was solved for Jakarta – Medan and Medan – Kuala Lumpur. But on the last leg of my journey, after a lovely lunch with an old friend, I made my way early to the KLIA Ekspress train for the airport , since there are worse places to while away an afternoon than Kuala Lumpur International Airport. But this is where the true trials and service breakdowns begin.

I check in at a kiosk, and wonder why I have not been given an option to print out baggage tags. Oh well, no problem here – in Medan even though you CAN print out your tags at the kiosk, the ground staff end up ripping them up and printing new ones at the desk. So maybe this is a new security measure. I haul ass to the other end of the airport (for some bizarre reason the kiosks and the baggage drops are at opposite ends of the airport.) With a smile, I put my suitcase on the scale and hand over my travel documents. “Everything is in order with your boarding pass,” she explains, “but you have not pre-booked luggage. So I cannot check your bags in.” “But I have,” I say wearily, and proceed to recount the entire customer service saga to date. “Sorry,” she replies, “but if it’s not in my system, there’s nothing I can do.” “Fair enough,” I say, “but is there a supervisor I can speak with to attempt to resolve this situation?” She directs me to another counter with a long queue.

Forty five minutes later, only two people have been helped – one of whom has been yelling non-stop for 30 minutes. (I initially thought he was a complete jerk, but by the end of my own experience I was slightly more empathetic!) A little over an hour later I finally get through to the representative. “You are in the wrong line,” he tells me, “there are no supervisors here, and you actually need to go to the baggage payment counter over there.” ANOTHER line. At this point, I nearly blow a gasket I have been at this for nearly two hours, and have gotten exactly nowhere.

From arriving at the airport 3.5 hours before my flight, I am now running dangerously close to missing it. He takes one look at my face (at the threshold of bursting into tears, yelling with true rage, or hysterically laughing), and offers to walk me over to the right desk. (AirAsia staff at KLIA have an odd habit of running around to different posts so I can’t even find the initial representative who sent me on the wild goose chase to begin with!) I explain my problem to him, and he gives me the same reply – if it’s not in THEIR system, there’s nothing they can do. Oh, and there’s something else. Not only is it significantly more expensive to book luggage at the airport – there is a weight limit of 15 kg. So there is a good chance my bag won’t even make it on the flight.

As we walk over to my fourth queue of the day, I explode. (In typical Jennifer fashion, I explain in advance to the representative that I am not angry at him directly and that I appreciate his attempt to help me, but that I am overwhelmed by the obstacles I am facing given a situation that is in no way my fault.) He goes up to the counter and asks his colleague to take care of me, and then returns to his post.

Paradoxically, this is the nicest AirAsia representative I’ve dealt with so far – and this is the point where I get most irritated. Because he tells me the truth. He is very sympathetic to my plight, and agrees that it does not make sense that I would book luggage for three out of the four legs of my journey, and not the fourth. He tells me frankly that this is not the first time this has happened. But there is NOTHING he, or anyone, can do. I tell him step by step what has happened to this point, and he analyzes every misstep.

They HAVE been having issues with their website.
They do NOT always keep records of customer service interactions. So my strongest point of proof that this was not a problem on my end would become a “my word against theirs” scenario, since all I had on my end was a record from my mobile phone carrier that a call had taken place – but not what was said.
There is a strictly enforced 15 kg limit at the airport.
I can try to seek recourse after the fact, but nothing is likely to happen.

So here I am, facing missing my flight, throwing out a quarter of the contents of my check-in luggage, or. . .? He tells me that he can give me 1kg “grace” and that I can either pay a steep overweight fee or put some items in my carryon. “But” . . . , I say, being the law/policy-abiding Oregonian that I am, “you have a clear 7kg limit on hand carry luggage. Removing 5 kg of items from my bag will put me way over this.” “No problem,” he says confidentially, “we NEVER weigh hand luggage.”

So the net result – and the net weight on the damn plane – is ultimately the same. But AirAsia has lost a number of customers that day. I am one of them. (As, I’m sure, are some of the others in the “fake” supervisor queue.)

The sad thing is that this could have been resolved so easily. Having been a consultant (arguably one of the more challenging customer service jobs out there), I am truly empathetic to those sitting on the other side of the desk. Where I lose my patience, however, is when systems break down. What could AirAsia have done differently?

Accountability. The thing that riled me the most was that at every step of the way, my challenges were someone else’s fault/problem. Not only could no one resolve my relatively minor problem – no one could even direct me on how to fix it.

Empowerment. When you have ridiculously rigid policies, your customer service representatives end up finding their own ways to cut corners which short-change the airline and do nothing to make a customer feel valued. My check-in luggage issue was a drop in the bucket for AirAsia, but felt like the struggle for my life on my end.

Record Keeping. By far the most shocking was the admission that records are not always kept of customer service interactions – and that there is no single CRM system to link the different parts of the chain. Now perhaps Malaysians are by nature less litigious than we Americans, but wouldn’t it simply be good business practice (and common sense!?) to cover one’s tracks?

Quality. Traveling on a budget airline does not have to feel like a budget experience. Reflecting on my recent travels with AirAsia, two things stood out. First, I really felt like a meaningless cog in a big machine. If I were a dissatisfied customer, no worries – there a millions of others out there. Second, the quality of the passengers themselves was surprisingly low – by this I mean the seatbelts off up the minute the plane lands and elbow old ladies in the ribs to get bags variety. You get the customers you cultivate. That means fewer of me, and more of them. And who wants that?

Longevity. In the short run, this philosophy will hold true. For every one of me there are millions more in the wings. But as experiences such as mine are recounted, and, well, experienced on an exponential scale – who is left to ensure the airline’s sustainability? Certainly not the customers with the purchasing power to make a long-term difference on the airline’s bottom line. And that’s just a crying shame. . .

Read the second part of the series, A Tale of Two Budget Airlines –Part II of III: Why Jetstar is the King of Budget Airlines in Asia, here.

May 21, 2015 Jennifer

Borneo Jungles: The Beauty of Disconnecting

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Hello Internet! After nearly 3 weeks in the jungles of Borneo and over a week laid up in bed back home it’s a pleasure to reconnect. Or is it?

If there is anything that I’ve learned on this month-long hiatus, it’s that wifi is worse than any drug. Truly. I realized that I had a problem when I was more stressed out at not being able to connect than I was by being so remote that I couldn’t buy cigarettes. (Even in Brunei, the height of modern civilization in Borneo, there are no boozy beverages or smokes to be found. But I was more saddened by the fact that the wifi was too slow for me to connect to my website. . .)

On a practical front, I was concerned that while traveling alone, I had no means of telling friends and loved ones that I had not been devoured by a crocodile. (I did get attacked by leeches on two separate occasions — but that’s its own story!) On an emotional front, I felt like a crappy friend who couldn’t be consistently accessible to friends going through tough times. One by one my Word Feud and Words with Friends Games were automatically resigned. And without Facebook — a key tool not only for my blog but for my LIFE — whatever was a girl to do?

EVERY once in a blue moon, the planets (or more accurately, the satellites) would align for JUST long enough for me to receive a flurry of updates and Whats App messages — only to disconnect before I was able to reply. The WORST was not being able to respond to a birthday invite from a friend in Jakarta, and to just barely get three words out to her on the actual day. But amazingly, one’s true friends are surprisingly understanding about the realities of leaving the urban jungle for an entirely different one.

Like beating any addiction, the first 48 hours were the hardest. But then slowly I discovered new ways to stay engaged and in touch.

No wires — no makeup, but definitely a cave spelunking badass!

1) News. Just like in the “old days” news DID make it to the jungle with each new wave of visitors. I learned about the horrific events in Nepal from an actual person. As a result, rather than voyeuristically perusing news updates and heartbreaking photo montages, we quietly mourned those lost, and reflected on how lucky we were in so many ways.

2) Sensory Stimulation. The only thing better than cute monkey videos is seeing monkeys in action — in the flesh. (And, I might add, some interesting mating habits were revealed!) My first day in the jungle, I literally couldn’t see the forest for the trees. But by the second and third days, I found my eyes identifying both primates and birds camouflaged in the leaves — and being quite proud of my newfound abilities. (Unfortunately, since I don’t have a zoom lens, you’ll have to take my word that the fuzzy blobs in my snaps are in fact animals and insects in their milieu!)

3) Social Engagement. As a single traveler (and a woman) I frequently find myself using my devices to keep potential weirdos at bay — from the endlessly chattering seatmate on a long-haul flight, to Casanova acolytes who assume that there is no earthly way you could be content with your own company. Maybe it’s just that willingness to venture into the jungle automatically makes you kind of cool — but overall I met some amazing people that I probably would have been less inclined to engage with under other circumstances. (I am frequently described as “reserved” or “slow to warm up.”)

4) Sleep Quality. I truly do believe that unplugging, coupled with trekking and fresh air, had a positive effect on my ZZZ’s. This made me generally more sharp, observant, and communicative. Since I know that in reality I will probably continue to be on at least one of my devices before sleep, a more practical long-term solution that I plan to explore when I return home is amber-tinted specialty glasses designed to filter out blue light.

5) Gratitude. Without distractions, and living an albeit temporarily simpler life, I found it easy to take time out to appreciate how lucky I was. In many ways, this is the most important lesson of all.

So a blogger can’t post without Internet access — but at the same time, may come up with unexpected inspiration without it. . . .

April 12, 2015 Jennifer

Backups and Contingency Plans: The Weekend Traveler’s Key Tool

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The theft of my iPhone in Senggigi (in all honesty, due ENTIRELY to my own negligence), my very own amusing CSI Lombok experience with the local police and “Find my iPhone” maps that were virtually useless on a largely uncharted island, and the ultimate combination of threats and bribes that finally got the phone back into my own hands, made me realize how much we take for granted, and how easily a weekend voyage can be ruined without adequate advance planning. But hopefully these tips, and accounts of my own travel snafus, will be of some use!

Even the most seasoned, well-prepared traveler can find him or herself in an unexpected jam. Sometimes this is entirely of one’s own making (a moment of spaciness, forgetfulness, or general fatigue). Other times it is simply an instance of Murphy’s Law, or the universe conspiring to make life inconvenient at the most inopportune moments. Being prepared for the worst case scenario, however, can make these travel hiccups bearable. So, in order of likelihood:

1) Weather

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Inclement weather and inappropriate attire can place a spanner in the works of any trip. Too many times I’ve seen people who traveled for hours turned away from holy shrines due to inappropriate attire, shivering on so-called tropical mountains, or otherwise paying an extortionate amount for appropriate gear on site. And yes, on occasion I’ve even been one of said travelers. My weirdest experience was getting caught in a freak rainstorm in Eastern Europe and having to explain to bemused immigration officials how my Hungarian visa stamp had literally washed out of my passport which had been rather foolishly stowed in the back pocket of my jeans. (I was 19 at the time, so perhaps can be forgiven for the lapse in judgment.) A more plebeian instance was freezing my butt off on Capetown’s Table Mountain after sunset and having to buy a US$ 100 fleece!

Nowadays I always travel with the following: a light umbrella in my purse, layering pieces of clothing, and a scarf/sarong that in a pinch can serve as a picnic blanket, beach towel / outdoor changing station, or head/leg covering for visiting holy sites. I also always throw in a pair of thin flip flops, one pair of sports shoes, and one pair of comfortable but presentable shoes that can go from day to night should an unexpected evening out / business meeting come into play. While packing too many pairs of shoes is the most common a rookie mistake, bringing only one is equally risky as you are really stuck if your shoes get wet (or, as could only happen to me, if you fall into an irrigated and fertilized rice paddy and, well, smell a bit ripe.) Ziploc bags weigh nothing and in a pinch are great for protecting passports, wallets, and mobile phones/cameras, not to mention saving a lot of headache from leaked shampoos, gels or worst of all — oils. (Remember that changing pressure in the baggage cabin can cause even the most sturdy travel bottles to expand/contract and therefore leak.) For more intense, rugged travel, investing in a dry bag and/or specialized housing for your phone/camera is a worthwhile expenditure.

2) Lost/Delayed Luggage

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2.1: BEFORE it is lost.

For most of us, bags missing a flight are simply an inconvenience. However, before your trip there are a few steps that you can take to minimize risk and/or survive the experience.

Handcarrying the basics: I always bring at least one extra pair of underwear, an extra shirt, prescription medication, and any other vital items in my carry-on luggage to ensure that I am not stranded unawares. (You can choose to pack your toothbrush/toiletries, but keep in mind that these are typically easy/cheap to replace.) I once had to go to a 9 am business meeting in a denim skort and tshirt because my luggage had missed my flight — which happened to be the last one of the previous evening. Luckily the meeting was with an NGO and my predicament served as an amusing ice breaker. But it was a dumb move on my part.

Minimizing distractions and the number of items you need to take out/off in the security lane. I was once so flustered in the Mumbai airport that I left my laptop in the security lane while running to catch a flight. But happily I had taped my business card to the bottom of the computer, and when I called the airport upon landing, they had it safely stowed for retrieval by my very kind Indian colleague. Taking a critical conference call while going through security at Washington National Airport, I left my watch in the bin. It wasn’t particularly valuable, but I never got it back. Normally I would have placed it in my bag and grabbed it off the conveyor belt, but being distracted and stressed, I strayed from my routine and paid the price for it.

Properly tagging / marking your bags: Those with extra cash to burn / higher stakes to lose may wish to consider investing in newer RFID-tagged luggage that ensures that YOU can find your bags even when the airline can’t. You can also invest in RFID luggage tags for a little less, but don’t make the rookie mistake of placing them on your baggage handle where they can easily break/ fall off. Place them inside your suitcase. And remember that even the best technology is useless if you don’t register it in advance. But even the travel Luddite can maximize the chances for recovery by taking a few small but effective steps.

Include a copy of your itinerary (dates and hotel names) INSIDE your luggage. The best place is the unlocked front pocket of your nylon luggage. This both helps with identification and ensures that your tropical vacation gear does not get sent back to your home in sub-arctic Michigan mid-vacation.
Write your email address and phone number on your luggage tag.
Do NOT put your home address on your luggage tag. This is an open invitation to rogue baggage handlers / thieves who have definitive proof that you are not home. Use an office address if possible or, as stated, above simply put your electronic contact details.
Differentiate your bag. Reporting a lost, unmarked black ballistic nylon bag is about as helpful as describing an Asian as having dark hair. Popular tricks include putting colored tape on the bottom of the bag, any variety of luggage belts, yarn/ribbon, and other “crafty” solutions. Tacky, but effective!
Do NOT put fragile stickers on your bag. This essentially broadcasts that there is something valuable to steal (even if there isn’t.) Proper packing can insulate almost any breakable item — and if it’s really that valuable/fragile, you should probably be hand carrying it anyway.

Checking airline baggage tags in advance: Yes, mistakes ARE made on occasion. Ensuring that your bags are going to the right destination is an obvious but frequently overlooked first step. Fully understanding procedures surrounding international transit (Do you have to clear customs with your luggage and drop it off at a separate belt? Or does it automatically transfer through?) is next. Furthermore, if you are traveling an “unusual” route, don’t assume that the airline staff at your departure airport are fully familiar with the policies and procedures at your destination. Ask again on the ground.

2.2: AFTER it is lost.

Report it EARLY. Don’t wait for the luggage belt to stop — by then there will be scores of people in line at the lost baggage desk. If you’ve seen the same bags go around the loop twice or more, chances are that’s it.
Note as MANY details as possible on the form. Bag type, dimensions, any other identifying marks make it easier to find your luggage if the airline’s tags have accidentally fallen off. Have your baggage claim stubs handy.
Politely request that the staff member try to track WHERE your bag is. Knowing that it is safely sitting in a specific airport waiting for shipment on the next flight out is VERY comforting. If it cannot be found, ask about your options (including a stipend for replacing essential items, and potential liability for an irrevocably lost bag.)
Keep receipts for any items you purchase to replace essential items as they may be claimable.
Ensure that you know how to track the progress of your bag once you leave the airport. Some airlines have an online system while others will provide you with a contact phone number or email address for updates.
Make sure that you leave contact information for the delivery driver to reach you, and an appropriate protocol (do you require a signature? Can the bags be left on the front porch?)
Inform your host / hotel that a bag is expected to be delivered and when it will arrive. This minimizes confusion upon arrival.

3) Electronic / Technology Disasters

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Theft or travel destruction of electronics while traveling is a surprisingly common occurrence. I mentioned my own recent phone theft,

Backup, backup, backup. I always back up my laptop onto an external hard drive before I leave for a trip. What I have neglected to do in the past (and will be far more religious in doing in the future) is to ensure that my phone (and phone photos) are regularly synced to my cloud account. Learn how to back up iPhone, BlackBerry, and Android devices. I am probably the only person on the planet without a tablet, but back that up too!
Download your camera photos /videos regularly (either to a laptop or even better, onto a cloud account.) I’ve lost more irreplaceable digital photos than I care to admit over my years of travel. 🙁
Know how your phone tracking software works. Apps like Find My iPhone, Find My Android Phone and BlackBerry Protect make it easier than ever to track your phone and even communicate with the thief / finder. Through a series of messages that the Find My iPhone app allowed me to post on my phone’s home screen, I was able to both threaten and cajole the thief by informing her that if I blocked the phone it would become a useless brick that she couldn’t resell, whereas by returning it to me she could get a reward. Happily this turned out to be an effective approach.

4) Theft / Loss of Valuables

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The best solution is not to bring valuables at all. But of course this isn’t always feasible — so keep these tips in mind.

The in-room hotel safe is NOT your friend. I have countless friends who have lost everything from money to engagement rings and family jewelry by depending on these electronic theft traps. If you happen to be traveling with a lot of cash, irreplaceable documents, or expensive jewelry, call your hotel manager to arrange for these to be stored in the hotel’s business safe. Other things, like your passport, ordinary electronics, and day-to-day jewelry are far safer being locked in your luggage than in the in-room safe.
Separate your credit cards and cash. Keeping your money and cards in one place may seem like the organized thing to do, but can be catastrophic when someone walks off with your bag/wallet. Make sure that you have at least one emergency credit card and extra cash (preferably in an easily convertible currency like USD or Euros) tucked away in a safe location. Also, in addition to cloud-based backup (I personally use MSecure because of its multi-platform reach) make sure you have the phone numbers of your card companies noted down in a notebook or other safe place so that you can instantly call to cancel/replace your stolen cards.
Consider whether a wallet is the way to go. Long ago on a trip to Rome, an Italian friend gave me some great advice that I still use to this day when traveling to places renowed for pickpockets. Put your money loose at the bottom of your bag and hold it tightly — that makes it almost impossible for a pickpocket to do a quick “slight of hand” move.
Have photos of any valuables that you are bringing with you readily available to include with any police / insurance company report.

5) Fine Print / Contractual Issues

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Visa Policy: Arriving in Vientiane on a late night flight last month, I found myself in line behind a German tourist who was incredulous that the visa counter did not accept credit cards. Luckily for her, I had extra USD cash on hand and managed to do a quick exchange. Five seconds on the immigration and customs website could have saved here this hassle. China has been known to incarcerate visa overstayers (though they are typically fined). So caveat emptor!

Flight Delays: Most people assume that if a flight delay prevents you from making a connection, that the airline is responsible for finding you an alternative flight at no cost. This is rarely the case if you have booked two separate itineraries independently. When you make travel plans, especially to places notorious for delays, weight the costs and benefits carefully.

Not Checking for Errors: More times than I can count, I’ve found my name misspelled or in the wrong order on airline and train tickets. With heightened security around the world, this simple error could mean that you will not be allowed to travel. Recently in New Zealand, a friend of mine got a notice from the airline that her original connecting flight had been cancelled and, as a result, they had booked her on an alternative flight. This would have been fine in theory, but it turned out that they flight they had rebooked her on departed EARLIER than her originating flight. There was no way humanly possible for her to make it. Given that she had important meetings the next day, this would have been a disaster for her.

6) Force Majeure

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Even in my own short life I have lived through some actually scary (Philippine People Power Revolution, Tiananmen Square) and overhyped (Y2K, Indonesia’s remarkably calm 2014 election). I’ve also some close calls (airport bombing in Karachi, typhoons/hurricanes, Sichuan earthquake. It is generally a good practice to register your travel plans with your home embassy to ensure that they update you on evacuation plans should unexpected force majeure incidents impact your travel plans. Most of my friends think this is crazy paranoia, but having been evacuated twice out of two different countries, I feel that two clicks on a website are well worth the peace of mind.

7) Don’t Give Up!

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Finally, even when faced with the most intractable policies, never give up. From asking to speak to someone more senior, to approaching a newspaper’s travel ombudsman, better business bureau, or regulatory agency, you may still be able to resolve your problem. And remember that you can catch more flies with honey than vinegar — losing your cool or being insulting/arrogant with staff will far more likely harm than help your case. (Pleading my case with a Jet Star check-in agent in Singapore and getting her sympathy saved me from baggage fees that would have exceeded my ticket price!)

In short, expect the best, prepare for the worst — and either way remember to enjoy your trip! Sometimes the worst travel disasters make the best stories. . .

March 27, 2015 Jennifer

Weekend Exclusive: A “Quintessential” Day as a 1%er

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One day this will be my name. In the U.S. I might just BARELY get away with pretending my name is Wisnu, but in Indonesia and India they would laugh me out of the country!

I have a new mission in life. It’s to become a 1%er for just long enough to join Quintessentially‘s global “lifestyle management” and come up with a reasonable (and legal!) concierge request that completely stymies them. (On my current earnings as a writer I estimate that it should only take a millennium or so to achieve!)

Over my global wanderings I have on occasion found myself fortunate enough to be an “HNWI by association.” (That’s High Net-Worth Individual for you plebeian 99%ers). I’ve flown in a Lear Jet, brunched in Palm Springs, taken a helicopter to lunch on an exclusive resort on France’s Île de Porquerolles, and hot air ballooned my way through California. (I still kick myself for missing out on the Concorde’s final flight in 2003!) I was the only one of my siblings NOT to be sent to finishing school (grateful eyes cast up to the heavens), but from the age of six, was expected to comport myself in a way befitting my station as an expat hopefully-not-so-brat in first class cabins and five-star hotels. (They didn’t have seven-stars back in the good old days!)

I have also played a role as “HNWI enabler,” beginning my professional career as a paralegal and personal assistant where my polyglot skills proved useful in wheedling sold-out tickets out of the Paris Opera and securing last-minute reservations at Positano’s exclusive Le Sirenuse hotel for my Europhile boss. Conspiring with colleagues at a global consulting firm in China on how to get the ever-masked WWE wrestler Rey Mysterio, Jr. through immigration in Beijing without revealing his identity to the public and getting Meg Whitman’s corporate jet through the red tape of China’s People’s Liberation Army-controlled airspace also fall into this category of unique life experiences.

So it was with moderately experienced and very jaded eyes that I visited Quintesentially’s Jakarta office today. Co-founder Lius Widjaja graciously stopped in on my chat with Maketing and PR Office Darius Widjaja to learn more about this global yet local concierge service, and the expectations of Indonesia’s elite.

A number of things instantly strike me. First, where one might expect airs and condescension, instead I found passion and commitment to service. Second, a true “the sky is the limit” approach to the the job. Literally. (As I write this the team is negotiating with operators in Nevada for an Indonesian client to take a trip to space!) Third, the insanely rich can be BATSHIT crazy. (In my humble opinion. . .)

You can read almost any media article to understand the full range of services that Quintessentially provides around the world — from Abuja, Nigeria to Warsaw, Poland. But what interested me is how this mammoth organization mobilizes to serve some of the most difficult (my word, not theirs) people on the planet — and what these people expect out of their travel experiences. I explain that while Weekend Crossroad doesn’t specifically cater to HNWIs, what my readership has in common with this group is a lack of time, and a desire to experience unique journeys off the beaten path.

What does it take to be a Quintessentially Concierge?

Our Lifestyle Managers must be emotionally stable and have a good, positive attitude as HNWIs have high expectations and can be extremely challenging to deal with. They must maintain a calm face at all times, have the patience of a saint, and be excellent multitaskers. We frequently use the word “resilient” when we describe our work — Lifestyle Managers must be able to withstand all kinds of pressure and identify solutions for the most challenging tasks. We save our panicking for behind the scenes!

This sounds like a 24-7-365 job. How do you keep your team motivated and avoid burn-out?

Many of our lifestyle managers become close friends with their clients – which leads to mutual appreciation and respect. We do encourage them to set reasonable boundaries, while our great CRM system allows anyone in the world to step in seamlessly to help with a unique client challenge. We also carefully limit both our overall membership numbers and the number of individuals that any single lifestyle managers oversees. During busy times, even non-operations staff such as me step in to help.

What is the biggest challenge you face?

Time. Most of our requests come at the last minute from extremely busy individuals or organizations who have extremely high expectations. Most of the time we are able to make this happen. Sometimes we get complaints about factors that are completely beyond our control — delayed flights, bad weather (requiring the cancellation of yacht trips, etc.) But for the most part our loyal clients are extremely satisfied.

Where do you draw the line?

As you can expect, we get all sorts of crazy requests from members. If it’s illegal or unethical this is a no-go for us.

Have you ever had to “fire” a member?

Happily this is a rare occurrence for us. For the most part, there is a clear etiquette, ethical standard, and mutual respect between our staff and our members. But if someone repeatedly crosses the line –for example, requesting that we procure prostitutes, or makes unreasonable requests that put our carefully cultivated relationships at risk — we have no qualms about letting them go.

Are there any experiences that you feel especially proud of?

We once had a member whose luggage was lost somewhere on a journey between LA and Jakarta (via Singapore). After EXTENSIVE legwork we discovered that the luggage had somehow been misrouted to Malaysia, where it was sitting unnoticed. We delivered the newly-found bags to our member’s door, and learned that the luggage itself was of inestimable sentimental value as it was a vintage gift from his late grandfather.

I notice that your membership is heavily skewed to an older, male demographic — what, if anything are you doing to attract more women to your offerings?

Given that our membership is primarily comprised of CEOs, directors, and entrepreneurs, today, approximately 70% of our members are men and 30% are women. We absolutely want to increase our proportion of women members, and organize specific events — from fashion shows to exclusive personal shopping opportunities, and once-in-a-lifetime dining experiences. We rely heavily on word-of-mouth and referrals, and this will be key to attracting more women to our services.

What kind of travel experiences do your clients expect?

As you pointed out, anyone can book a five-star hotel or a first-class air ticket. We seek to provide our members with unique travel experiences — from the luxurious to the extreme. For example, we once helped a member join a North Pole expedition (at our request he even planted a Quintessentially flag to prove that this happened!) We also have a number of people on the ground who help provide what we call “local gems” — truly unique, individualized experiences off the beaten track. Anyone can book dinner in Tuscany. But can you have a home-cooked meal by a Michelin-rated chef with Andrea Boccelli?

True dat. It’s gratifying to know that even though I won’t become a member anytime soon, I have a concierge expert one-tap away on What’sApp.

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