Being a professional travel advisor means delivering personalized service and support for your clients. Your value comes from the effort and consideration you have for each trip you book. It’s what makes you different than any other competitor or online booking website.
But what do you do when the vacation doesn’t go as planned or when your client isn’t satisfied with their overall experience?
Our Travel Agent Tips video with Vice President of Agent Engagement Bill Coyle will help you prepare and respond with professionalism. Watch the video here or keep reading to learn more.
Long waits, flight delays, missed connections, and accommodations that don’t match expectations…these are all unfortunately parts of travel that can arise during the most carefully planned trips. The best thing you can do for a client is to be transparent about the possibility of these situations. There’s nothing better than a prepared traveler–and that starts with a good travel advisor.
Along with your agency’s own terms and conditions, be sure to review the supplier’s policies with your client. Documentation is key, especially when offering travel insurance. Note the topics covered in conversations and follow up with digital or printed copies so the client has that documentation as well.
Travel Insurance Tip: If your client purchases travel insurance, recommend that they download the app so that they have all the information while they’re traveling. It can also help if they need to file a claim at any point. If a client declines insurance, it’s imperative to get that in writing.
Equip your client with the right resources so they can stay informed on travel advisories and local conditions. Although as a travel agent you are there to assist, every client should have a phone number or contact info for someone in destination.
If issues do arise and the client reaches out, lead with empathy and compassion. Let them know you understand their frustrations and the importance of this trip. Before responding, let them share the full story. If they express an issue during travel, your job is to empower them to fix it. Be calm and clear about what you can and cannot help with. Do what you can to escalate their problem to the supplier. Document who you spoke to, the times, and all details.
If your client returns home unsatisfied, they may take out their frustrations in the form of a negative review. It’s very important not to ignore any unpleasant reviews as they can impact other travelers’ decisions to work with you.
Remain professional in your reply and let them know you are willing to discuss things further. The worst thing you can do in your reply is get defensive or argumentative. Once the person has calmed down or spoken to you and understands the situation, they may consider removing their review.
Being a travel advisor requires you to communicate clearly and with compassion–even in client situations that are out of your control. How you react to client complaints during and after travel will impact your reputation and the trust your clients place in you for future bookings.
Want more Travel Agent Tips for your business? Check out KHM Travel Group’s YouTube channel for more free video content for travel agents.
