Senior Couple’s Canceled Philippines Trip but Lasting Trust in Jojo

“We won’t be going to the Philippines, but thank you, Jojo.”

— A journey that never began, yet became one of my most unforgettable groups.

August 2024: A Journey Begins with an Email

In August 2024, I received an email from a retired American couple in their seventies. They were planning a 8-day trip to the Philippines in January the following year. They longed for the beaches, islands, and vibrant culture of the country.

From our first exchange, I could feel their emotions: excitement mixed with a bit of worry. Age and the husband’s limited mobility made them aware of the challenges, but still, they wanted to go.

Designing with Care

I decided to do everything I could for them. Through many heartfelt conversations, I came to understand their true needs: they dreamed of seeing the Philippines’ diverse landscapes, but were also concerned about their physical limits.

So I carefully planned around their situation:

• Pace of travel: I designed each day to be easy and balanced, avoiding long walks and replacing strenuous activities with sightseeing or leisure options.
• Comfortable transport: I arranged spacious, comfortable vehicles so they could rest during transfers.
• Hotel selection: I double-checked that hotels had elevators and accessible facilities, and requested rooms close to the elevator for convenience.

I spent hours refining the itinerary, adjusting the proposal five times until it was a perfect fit. When I finally sent it over, they were overjoyed and confirmed the booking right away.

An Unexpected Turn

But just as everything was ready, unexpected news came. The husband’s health suddenly worsened, forcing them to cancel the trip.

I could feel their disappointment—the trip they had waited so long for had to be put on hold.

I replied by email:
“I completely understand. Travel can be postponed, but health cannot. Right now, what matters most is caring for David. Leave the rest to me.”

I immediately took over all the cancellation arrangements.

Handling the Cancellations

To ease their worries, I quickly set to work:

• Hotels: Contacted each hotel to explain the situation, securing refunds or credit where possible.
• Flights: Negotiated with airlines to cancel or reschedule, minimizing their losses.
• Local services: Coordinated with ground partners to cancel transfers and guides.
• Finances: Compiled a clear breakdown of refundable costs and sent it to them for peace of mind.
• I also reassured them that when David’s health allowed, I would be here to redesign a new, easier journey for them.

Warmth Despite No Departure

A few days later, I received their reply:
“Jojo, thank you for everything you did. Even though we couldn’t travel, you carefully handled every step of the cancellations, explained each cost patiently, and managed to get us many refunds. Most of all, you comforted us and thought about us throughout. This trip didn’t happen, but your professionalism and kindness gave us rare peace of mind.”

They even left a public review on our company’s page:

“We didn’t make it to the Philippines this time, but we still want to thank Jojo. Her patience and responsibility gave us a warm experience, even in the middle of a cancellation.”

My Reflection

This experience strengthened my belief that being a travel planner is not just about selling trips. True success lies in earning a client’s trust and gratitude—even when the journey never takes place. A canceled trip is not a loss, but a chance to show what genuine service means. With sincerity and care, clients can still feel supported and understood, even without setting foot on the road.