Despite all our best efforts, sometimes things go wrong. We commit to support you through the shoot process (and after it completes). Here are some things that went wrong, and what we did about it.
Model’s payments are delayed
Background: A model from the US visited Europe to make many shoots. She opted to be paid in a lump sum at the end of the block of shoots (as opposed to shoot-by-shoot, which incurs more bank fees), which is always fine with us (and reduces bank fees for her).
She provided bank details, we sent the funds. Typically, transfers to the US from Europe take under seven days. 14 days later the money had not arrived.
Considerations: Sending (“wiring”) money outside of Europe is complex, and relies on computer systems made in the 1960s. It’s unreliable, confusing, and inconsistent. Unfortunately, we’re not able to use PayPal to pay models (they have strict rules banning such transfers, due to the religion of the owners!), so EFT / wiring money is the only viable option.
We provide detailed information to models on how to get the information we need to send them money. This model followed those instructions.
What we did: We triple checked the details we sent matched what the model provided to us. They did. We asked the model to confirm the details were correct, she confirmed they were.
We provided screenshots to the model and asked her to show them to her bank and ask for advice – she did not have time to do this. We asked our bank for help, they said they cannot advise until the money we sent bounces back to us.
Three weeks after sending, the money was returned to us, with the error message “unknown account”. We asked our bank for help again, they said “that means the bank you sent the money to does not have an account in that name or with that number” (thanks for your help!).
Conclusion: The model provided the bank details for a family member for us to use instead, and money arrived in four days. There may be payment delays beyond our control, but we’ll never rest until a model who has worked with us has received payment for her work.
Model Mille gets uncomfortable offer of other work from our Shoot Producer
When we contacted Mille after her first shoot with us to see how it went, she shared;
Even with the issues with the London photographer I would recommend you. You handled it so well – which meant a lot for me.
The conversation with Izabela [Production Coordinator] and how she dealt with it was perfect. I know of other ethical companies who have done some disappointing behavior, not to me but to other models but I really trust and respect you guys.
When things in London happened I took advice from some models who I trusted and they said you dealt with everything really well – very big recommendations! [Mille]
Background: As part of the booking process, we connect models to their assigned Shoot Producer, so they can arrange a suitable time, date, and place for the shoot – this is supported and overseen by our Model Liaisons.
In this instance, the London Shoot Producer we connected Millie with broke protocol and contacted her with a work offer for a private project as well, outside of abbywinters.com – one that would have involved sexual contact between the two of them.
Considerations: Shoot Producers are trained in our expectations of working with models, our Models Charter, and sign an agreement declaring they agree to follow our requirements.
We do check-in calls with models after their first shoot (and some other shoots), to see how they found the process. Feedback from other models working with this Shoot Producer over the previous two years were consistently very positive (and there was no negative feedback).
The offer the Shoot Producer made to the model was via SMS, and was clearly an offer, not a requirement he made of her. However, we disallow offers of work, as well as actual work with models we connect to the Shoot Producer.
What we did: Model Mille told us about her experience. We got more details from her, and asked the Shoot Producer for his side of the situation. He confirmed it had happened as Mille described.
We immediately stopped our relationship with this Shoot Producer, and rescheduled all shoots other models had scheduled with this Shoot Producer. No more models will be assigned to this Shoot Producer.
We strengthened the language in our Shoot Producer agreement to be clearer around this point, and adjusted some questions in our check in call process.
Conclusion: We understand the Shoot Producer had reasonable intentions (from his perspective), but broke the signed agreement he made with us, on a fundamental commitment we make to models.
Model misses her flight to her Shoot Producer
Background: The model miscalculated, and missed her flight from Moscow to Berlin for a shoot.
It’s our policy to pay for flights (and accommodation) for models travelling to their nearest suitable Shoot Producer.
Considerations: While missing a flight is a little irresponsible, when it occurs we give the model the benefit of the doubt.
Both the model and Shoot Producer were frustrated.
What we did: The Previous flight had to be forfeited (no refund, due to the model no-show). We ask the model and Shoot Producer to settle on a new date for the shoot. Then, we rebooked the model a new flight (at our expense).
We reimbursed the Shoot Producer for the location they had paid to organise.
Conclusion: Ultimately, the model made the new flight and made a great scene. We consider this an annoying “cost of doing business”. Should a model miss her second flight, we’d not offer that model any more work.
Model’s flight was cancelled
Background: A model had completed her shoots over several days in Barcelona, and was due to fly home to London one evening. When she arrived at the airport, she found her flight had been cancelled.
Considerations: We consider a model to be under our “care” until she arrives back home safely from her shoot.
What we did: The model used WhatsApp to notify us of the situation. We offered to find a new flight, and if a seat was not available, accommodation overnight. We had some options ready, but waited for word from the airline with the model.
Conclusion: The airline booked the model on a new flight leaving a few hours later, so we did not need to take any action.
Model has an accident when travelling for a shoot
Background: We travelled a model to Amsterdam for series of shoots over two weeks. She rented a bike to get around and see the sights. She fell off the bike at some speed, and had a lot of bruises and grazes (but nothing more serious, thankfully!).
Considerations: Riding bikes in Amsterdam is not for the faint-hearted, but it’s a glorious way to see the city and its surrounds.
What we did: We rescheduled her shoot on the next day, to give her some time to relax. On subsequent shoots, we “shot around” her injuries as much as we could (used clothes and poses to hide the injuries). Some shoots had to be rescheduled for her next visit to us, however.
Conclusion: The model completed six of her ten scheduled shoots. She was disappointed, but understood. She plans to visit Amsterdam a year later, and we’ll do the remaining shoots then.
Model got an acne flare up when travelling for a shoot
Background: We flew a model to Amsterdam for a block of shoots over a week. The day she arrived, severe acne broke out on her face and chest. She said this happens when she is stressed (and, first-time international travel is stressful!). She initially sought treatment from a pharmacy, but after a few days there was no change.
What we did: We organised the model to visit a local doctor, who found that her new birth control pill was causing the acne (she started the new drug a few days before she left for Amsterdam!). The doctor prescribed a different drug.
Over several weeks, the acne died down, and on the fourth week, the model was ready to be shot. She made all the shoots on the schedule.
Considerations: The model could work from anywhere in the world for her job (“telecommuting”, via the internet), so choose to simply rent a cheap apartment in Amsterdam for the duration at her own expense.
Conclusion: Had the model needed to return home for work, we would have organised the return flights (changes at our expense), and to travel to us again when her acne had cleared up (at our expense), but luckily this was not necessary.
Model had a family emergency at home, when travelling internationally for work with us
Background: After arriving for a large block of shoots in Barcelona from the US, a model was notified by her father that there was a family emergency, and she had to return home. She did not think it was as important as her father did, and so did not decide immediately.
Considerations: We want to make shoots of happy models. This model had made several shoots with us in the past, and done very well in them. She did not want to miss out on a large sum of money for the many shoots booked, and she enjoyed the work and people she was working with.
Her flight was in-flexible (that is, we could not change the return date).
What we did: We offered to contribute 75% of the return flight fee, and book the return flight for her. We promised we’d still like to make the shoots, but we may not be able to fly her back again for them. We hope she will visit Europe again soon, so we can complete the planned shoots.
Conclusion: The earliest return flight was one day in the future, so the model asked to do her solo shoot so she still got some shoots made (it was an excellent shoot). The model made it back in time to be with her family and we are happy that the right decision was made.
We have actually asked her to apply to work with us as part of our Model Liaison team, as we were so impressed by the way she handled the whole situation (several roles in our company are ideally filled by our former models).
