When weather disrupts travel plans, clear communication and empathy are key. In my experience managing travel-related content and customer expectations, a proactive approach has always worked best. I’ve found that keeping travelers informed early and regularly, even if there’s no new update, helps ease uncertainty. Empowering staff to make on-the-spot decisions—whether it’s rebooking flights or offering compensation—also allows for quicker resolutions and reduces frustration. Empathy plays a huge role too. Acknowledging the inconvenience and showing genuine concern for travelers' situations can go a long way. #LeadershipInAction #EmpathyInBusiness #ProblemSolving #travel #tourism #journey #safty

I had lived in the hotel for five years; it was my second home. One day, out of the blue, the entire city was affected by rain and floods. One couple just arrived that day. They spoke no English, only Russian. They couldn't leave the hotel because the outside was flooded, and no one understood them. I approached them using Google Translate and went with a flow. The outcome: Don't assume solutions if you don't know the need. Don't have ready-made scripts, as they don't apply to everyone. Scripts are written so generic, without "heart." Instead, listen. Be their ear. Offer phone. Offer food. Offer practical advice - they are in an unfamiliar city. Suggest fun activities they can do. And tell a joke. Humor disarms every stressful situation.

Communication is critical. I’m a fan of having a Plan B and booking flights that give me the best possibility of arriving on time. While you can’t predict the weather, there are some things that seem consistent like summer afternoon showers in Florida. Book flights early morning. Delays trickle down and affects every flight after it. Don’t book the last flight of the day. If you’re not working with a travel advisor (and you should be), use an app like Flighty (iOS only). It monitors flights. If delayed, it tells you why. I can see if my inbound flight has been delayed for the 3 prior stops before it gets to me. And best of all, Flighty gives me alternative flights right in the app if I need them.

During weather disruptions, travelers often turn to staff, expecting local knowledge and a well-prepared response. Empowering your team to make quick decisions is key; they should have both an emergency response strategy and backup activities on hand to keep guests engaged when plans shift. Transparent communication is critical—ensure travelers are aware of refund policies and contingencies before booking. Staff trained to communicate calmly and confidently throughout disruptions help ease tensions, reassuring travelers with clear, honest updates before, during, and after the event.