You're faced with closed tourist attractions. How do you handle customer expectations in such situations?

When faced with closed tourist attractions, I empathize with customers' disappointment and provide alternatives.: - Apologize for the inconvenience - Explain the reason for the closure (if known) - Offer nearby attractions or alternative activities - Provide information on reopening dates (if available) - Assist with rescheduling or refunding (if possible) - Ensure customer safety and satisfaction My goal is to turn a negative experience into a positive one by providing helpful solutions and exceptional customer service.

Prepare for every eventuality by having 'Plan B's in place. Attractions can close in minutes with no warning so having an action plan ready to go is essential as a DMC to ensure smooth sailing. Your operations team need to be ready to give guidance on either moving the itinerary around or proposing alternatives to ensure the guest is satisfied with the resolution of a problem that was out of anyone's control.

I can replacevit with another site or an interesting activity for our clients.but everytime we check the opening hours before the tour starts

O ideal é checar horário de funcionamento de todas as atra??es que ser?o visitadas naquele dia. Fazer uma checagem de precau??o e ter sempre um plano B, caso ocorra algo inesperado.

Esto sucede en realidad con mayor frecuencia de lo deseado. Sin embargo contar con alternativas siempre será muy apreciado por el cliente. Por ejemplo: Si los pasajeros se encuentran en París y desean ascender a los miradores de la Torre Eiffel, pero ésta es cerrada de manera repentina o su saturación es tal que no será posible conocerla, se puede ofrecer otro tipo de alternativas. En ese caso especial la Torre Montparnasse que es un rascacielos de la ciudad, ofrece una vista espectacular igual o hasta incluso mejor que la que se tendría con la Torre Eiffel, además de presentar menos concurrencia y de tener un precio mejor. La vista desde dicho edificio es genial y es una alternativa perfecta por si acaso.

Be prepared to change the itinerary around. Foster dynamism and calmness within your operations team so that they can keep the holiday on track. Remember to communicate this to the guest and agent/operator as quickly as possible, and ensure that the message has been received, understood and is accepted.

Flexibility is key when traveling. As a hospitality industry professional, I have come to learn that despite a team’s best efforts, sometimes situations are out of the group’s control. Being able to be flexible is the difference sometimes between viewing a trip as ruined, or having a new unexpected experience that you will always remember.

Siempre será indispensable y responsable el tener contemplado un Plan B para ciertas situaciones, entre ellas desde luego el que algunas actividades o atracciones pudieran estar cerradas. Cuando sucede una eventualidad repentina se tiene que ofrecer alternativas a los clientes en el momento, pero si desde antes ellos tienen en claro que existe un plan B por si se llega a necesitar, habrás ganado ante ellos por tu profesionalismo. Si los pasajeros no desean ninguna de las alternativas entonces habrá que centrarse exclusivamente en el tema del reembolso con el proveedor de la actividad siempre y cuando haya esa garantía. Lo que van a valorar los clientes será la flexibilidad, las alternativas y tu sinceridad ante esos casos.

As a DMC, always support and treat your guides well. They are the ones on the ground with the client when the bad news is broken. If they feel supported they will help to mitigate the fall out.