Kana Travel Pty. Ltd

Thank you for taking your precious time to leave you review with top rates. We will do our best to continue to provide good services and information at our utmost effort.

Thank you. I really appreciate you always being the best customer.

Hello, I remember you. You were the only one who I replied to suggesting to make a purchase from the official website. You called in expressing your desire to buy, and I explained and guided you on many aspects over a long period of time. I informed you that all regular flights were canceled due to Australia's border restrictions, and I provided you with dates where temporary flights were approved even during the pandemic, and whether there would actually be flights operating during COVID. After answering all your questions, you asked if it was okay to purchase on the airline's homepage. This means that on the airline's website, you need to find answers on your own, and because the information was only explained from the airline's perspective, you asked if it was okay to purchase from the airline's homepage after receiving all the necessary information through offline travel agencies like us. We act as agents selling on behalf of the airline and guide the airline's information according to their instructions. Although the flight schedules are the same, you confirmed that there were possible dates through the airline's website, but you requested confirmation through our travel agency because you needed clarification on uncertain factors due to COVID that could not be found on the website. I remember that you called to understand that situation, and I guided you on the overall COVID situation and the aspects that needed to be considered, even the parts where you didn't ask questions. After hearing our sincere and free answers and information, you inquired if it was okay to purchase on the airline's homepage, so I judged that you were not a prospective customer who absolutely needed our help. You also inquired about several flight schedules, and it seemed that you preferred specific dates among multiple options rather than needing to go on specific dates alone. Additionally, while expressing your intention to purchase available dates on the airline's homepage, you only requested a standby for fully booked dates. At Ghana Travel Agency, when someone makes a standby reservation through us, we don't just sit and wait for automatically canceled reservations to drop gradually. Our agents continuously appeal to the airline's personnel to prioritize securing seats for standby passengers by emphasizing their *urgent need* for securing these seats when a cancellation occurs. On the other hand, prospective passengers do not entirely trust and rely on a specific travel agency; instead, they request the same standby reservations through as many travel agencies as possible, which leads to: 1. Multiple travel agencies requesting the same airline for the same reservation, making it difficult for the airline to distinguish which reservation created by which agency will actually result in a purchase. 2. Without entering the necessary information for the actual reservation, there is no way to distinguish between standby requests from different travel agencies regarding reservations with the same names. 3. From the perspective of the airline, which maintains equal business relationships with all travel agencies, it faces a significant burden of balancing which canceled seats to allocate for standby reservations made by which agency, adding to the workload. 4. Moreover, multiple travel agencies repeatedly performing tasks to secure cancellation seats for the same individual's standby reservation. Placing standby reservations at offline travel agencies is not merely about creating a reservation and waiting idly; it requires a lot of time and effort, especially during the pandemic when regular flights were canceled. Each seat is not taken in vain, and for those who can depart only on specific dates, significant efforts and attention are put into managing standby reservations. You have indeed received detailed responses from us regarding many of your inquiries, and you knew that the departure dates you requested could also be confirmed on the airline's homepage, indicating your intention to purchase from the airline's homepage instead of the travel agency that provided heartfelt service and information. However, you only wished to request a standby reservation for fully booked dates through the travel agency among several dates you confirmed. That is to say, you were not necessarily bound to depart only on those fully booked dates, nor were you necessarily intent on using a travel agency, so you had many options aside from purchasing through the travel agency. Therefore, I concluded that managing standby reservations as explained above was unnecessary due to the uncertain purchasing intentions for fully booked dates. In the early days of COVID, when many passengers had to leave but most regular flights were canceled leading to an absolute shortage of special temporary flight tickets, it was incredibly difficult to secure these tickets. Young people facing such adverse circumstances, having lost jobs and income, often without being eligible for any government rescue program, urgently needed to depart as soon as possible, even if those temporary tickets were sold at the highest prices, leading to frantic cries for ticket purchases. In a situation where temporary visa holders were desperate to leave, they trusted travel agencies like us to secure seats by whatever means necessary, and we tirelessly and diligently prepared to support seat acquisitions through all available communication means, day and night. I judged that you were not in such a situation, so we were unable to process your standby reservation, and if I misunderstood that aspect, I genuinely ask for your understanding. Business operators should always pursue and uphold a proper way of dealing with customers. However, I believe there is also a mutual obligation (相道) that should be observed between prospective customers and businesses. In light of the temporary flights during this COVID situation, many travel agencies have acted as sources of information regardless of whether they sold or not, facing heavy workloads analyzing and guiding airline refund and change policies, while airlines directly controlled stock and often limited promotions for temporary flights to their official website. When opening reservations through travel agencies, they often use the excuse that stock control is hampered due to multiple bookings made by the same individual. In contrast, I understand that some guests who requested standby reservations despite having options have caused such excuses. I apologize for the lengthy response as I explain the background regarding the guidance to use the airline's homepage instead of waiting.

Seeing many anxious young people paying large airfare to a travel agency I had never seen before during such a difficult time, as I have grown children, it didn't feel like someone else's problem. At least it was because they trusted and entrusted it to me, and even though it wasn't free to purchase, it is a blessing for Mr. Byounghoo himself who is grateful with a kind heart. I hope everyone in Korea is loved, loves themselves, and succeeds. Stay healthy.

Kindness and virtue are two-way. Thank you for seeing it that way. I'm even more grateful for your trust and usage. I pray for your health, happiness, and success in goodness in Korea as well. ;)

Thank you so much ~~~^^

Wow unexpected!!! Thank you for your comment!

감사합니다. 여행상담은 당연히 그렇게 해드려야 하는거지만 고객[Ms An]께서 친절하고 매너있으셔서 대화를 하는 방법에 있어 저희가 좀더 고객님께 필요한 부분이 무엇인지 살필수 있도록 도움을 주셔서 가능했어요. 말씨 마음씨 고운 고객님 너무너무 감사합니다. 일부러 코멘트도 남겨주시고 ^^ 행복한 하루하루를 기도합니다. It was not only me but Ms An who is kind, nice and well-mannered was the one who made your travel full of happiness. Because your kind and well-mannered way of communication enabled us focusing more on finding what your needs are. Thanks Ms An and your family wish you happy and happier day and days!!

You are my heroine !!

You’re my 'Vvvvvvvip' customer ever !! Thank you

You have never been my customer and feel very sorry to hear that! We only handle JAL and ANA as Japanese carriers but no Air Asia or Jetstar. For I had no idea about your financial status, how could I know your budget. I possibly said that the remained or available fares were expensive one only. If you asked me about low cost carrier, I possibly to ask you to book yourself as we do not deal Low cost carrier such as Air Asia. Also any Japanese national carriers that I handling were JAL & ANA. Both airlines running flights to 3rd destination via Tokyo (Narita for JAL and Haneda for ANA) only. For the customer wanted to go to Korea via Japan, I informed her the flights were via Tokyo only. I did not mention that Japanese carriers’ flights operating only to Tokyo which was wrong. For an experienced travel consultant like me would not answer that way. Also only reason I asked whether you have many travel experiences was, cause many youth buying Jetstar to Japan resulted in wasting of their ticket as they do not have understanding about entry requirement when they transit a certain country. with or without experience the way of explanation had to be differentiated. I assume that there must be some misunderstanding. So sorry to hear about miscommunication! Regards