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How can you effectively resolve conflicts with customers who have missed their flight?

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Missing a flight can be a stressful and frustrating experience for any traveler, especially if it affects their plans, budget, or safety. As a travel and tourism professional, you may encounter customers who have missed their flight and are angry, upset, or demanding. How can you effectively resolve conflicts with customers who have missed their flight and provide them with the best possible service and support? Here are some tips to help you handle this challenging situation.

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Muhammad Saqib

Business Development Manager at Stuba-MENA
Keneowe Jacqueline Matee

SAA Reservation Ticketing and Voyager / Aviation/ Customer Service/ Direct Sales/Administration

1 Stay calm and empathetic

The first step to resolving any conflict is to stay calm and empathetic. Do not take the customer's anger or frustration personally, as they are likely feeling overwhelmed and helpless. Listen to their concerns and acknowledge their emotions. Show them that you care and that you are on their side. Use phrases like "I understand how you feel" or "I'm sorry for the inconvenience" to express empathy and rapport.

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Muhammad Saqib

Business Development Manager at Stuba-MENA
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Addressing conflicts with customers who have missed their flight requires a combination of empathy, clear communication, and problem-solving skills. Firstly, empathizing with the customer's situation helps build rapport. Clearly communicating the available options, such as rebooking alternatives or explaining relevant policies, is essential to manage expectations. Flexibility in finding mutually agreeable solutions, offering assistance, and, when possible, going above standard procedures to accommodate the customer can go a long way in resolving conflicts. Timely and transparent communication throughout the process is key to rebuilding trust and ensuring a positive customer experience even in challenging situations.

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Keneowe Jacqueline Matee

SAA Reservation Ticketing and Voyager / Aviation/ Customer Service/ Direct Sales/Administration
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I deal with this type of situation on a daily basis. 1. When the customer approaches you or your desk please have a welcoming body language it says a lot to the passengers Why? The frustrated passenger and feels they’re not to blame, therefore they will lash out at you and the company. 2. Listen to their complaint even though you know how the story ends please give passengers that respect .(Listening skills) 3. Show empathy to what has happened to them. 4. Proceed in telling the passengers the rules of the ticket they’re holding and options they have and also give suggestions (they love that)(tone-very important) 5. When they leave your desk they’re cracking jokes and they’re calm. 6. That’s how I retain pax @ times they come & greet N

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Daniel Carbone

Professional Tour Operator at Panama Expeditions Hub
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Resolving conflicts with customers who have missed their flight requires a combination of empathy, clear communication, and proactive problem-solving. Allow the customer to express their concerns and reasons for missing the flight. Active listening demonstrates empathy and shows that you value their perspective. Avoid interrupting and let them share their experience. Collect relevant information about the missed flight, such as the flight details, booking reference, and any circumstances that led to the delay. This information will be useful in finding the best solution & Present alternative solutions to the customer.

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Youssef AMAZOUAR

Commercial Agent at Dunes & Désert | Sales Outdoor activities in the AGAFAY desert
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There are some Valuable customers who care about extra fees to pay. In this case : Stay calm, Listen actively to the customer and try not to mention any information about payment while customer himself don't ask. Explain the policy politely and don't provide more details that are not in your list of tasks. Show the customer while talking to him from the begenning till the end that you understand and you are sorry for the inconvenience. Explain that for us if you rebook even by paying extra and you feel better, we will be very happy for that, Our most important concern is your satisfaction. Guide the customer until the end of the process of rebooking and be sure that he is happy.

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2 Explain the situation and options

The next step is to explain the situation and options to the customer. Be clear and honest about why they missed their flight and what are the possible consequences. For example, if they missed their flight due to a traffic jam, weather delay, or security check, explain that these are factors beyond your control and that you are not responsible for them. If they missed their flight due to their own fault, such as arriving late, forgetting their documents, or booking the wrong date, explain that they may have to pay a penalty fee, lose their ticket, or forfeit their reservation. Then, present them with the available options to rebook their flight, change their itinerary, or get a refund. Explain the pros and cons of each option and let them choose what suits them best.

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3 Offer solutions and alternatives

The third step is to offer solutions and alternatives to the customer. Depending on the situation and options, you may be able to help them rebook their flight, change their itinerary, or get a refund. You may also be able to offer them some perks, such as a voucher, a discount, or a complimentary service, to compensate for their inconvenience and dissatisfaction. Alternatively, you may be able to suggest some other ways to reach their destination, such as taking a train, a bus, or a car. Or, you may be able to recommend some nearby attractions, activities, or accommodations, if they have to wait for their next flight or cancel their trip. Be creative and flexible in finding solutions and alternatives that meet the customer's needs and preferences.

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4 Follow up and thank them

The final step is to follow up and thank them for their cooperation and understanding. After you have helped them rebook their flight, change their itinerary, or get a refund, make sure to confirm their details and send them a confirmation email or message. Also, check on them later to see if they have any questions, concerns, or feedback. Thank them for choosing your service and apologize for any inconvenience they may have experienced. Express your hope that they will enjoy their trip and that you will see them again.

By following these steps, you can effectively resolve conflicts with customers who have missed their flight and provide them with the best possible service and support. You can also turn a negative situation into a positive one and build trust and loyalty with your customers.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you effectively resolve conflicts with customers who have missed their flight?

1

2

3

4

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1 Stay calm and empathetic

2 Explain the situation and options

3 Offer solutions and alternatives

4 Follow up and thank them

5 Here’s what else to consider

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