Travel disruptions, such as flight cancellations, delays, or changes, can be stressful and frustrating for both you and your clients. However, as a travel and tourism professional, you can help your clients rebook their travel plans and minimize the impact of these disruptions. Here are some tips on how to do that effectively and efficiently.
Before you contact your clients, make sure you have a clear idea of what alternatives are available for them. Check the airline's website, app, or customer service for the latest updates and policies on rebooking, refunds, or vouchers. You can also use online tools, such as Google Flights or Skyscanner, to compare different flight options and prices. If your clients have booked other services, such as hotels, car rentals, or tours, check their cancellation and rescheduling policies as well.
Actually, knowing your options starts during the initial booking process. Because it is important that clients know what rules are guiding the class of service they are about to book. They should know if it's refundable, if there are no-show charges, if its an upgradable class etc. This will go a long way later on should incase they need to make any changes to their bookings. When these changes are then needed, what has been booked already will help to guide the travel consultant as to what changes are possible and then advise the client. Sometimes it could be cancellation from airline due to weather, aircraft maintenance, or some other reasons beyond anyone's control.
Find out all the options before contacting the client. I like to find out the options for cancellation and rebooking with the vendor first and then also find out an option for replacing that trip segment so they can continue their vacation if they want. I strongly urge clients to get travel insurance for each booking, so I let them know how to go about making a claim if there were any non-refundable funds as part of a cancellation or how to get any change fees waived/refunded if they're just making a change.
Ao lidar com interrup??es no servi?o no setor de turismo de luxo, priorizo sempre o cliente. Vejo essas situa??es como oportunidades para demonstrar nosso compromisso com sua satisfa??o. Oferecer op??es alternativas, mesmo que implique em pequenas perdas financeiras, é essencial para manter a confian?a do cliente. A fideliza??o do cliente é uma prioridade, pois eles n?o só continuam a fazer negócios conosco, mas também podem atrair outros clientes. Com comunica??o clara e transparente, refor?amos nossa reputa??o e fortalecemos os la?os com os clientes. Em última análise, encaro essas interrup??es como chances de reafirmar nosso compromisso com a excelência e a satisfa??o do cliente no turismo, em especial no segmento de luxo, onde trabalho.
Don't wait for your clients to call you when they face a travel disruption. Instead, reach out to them as soon as possible and inform them of the situation and the possible solutions. Use clear and empathetic language and avoid jargon or technical terms. Explain the pros and cons of each option and ask for their preferences and feedback. You can also use multiple channels, such as phone, email, or text, to communicate with your clients and ensure they receive your messages.
I usually find out about changes or cancellations before my clients do but even if it's while they're traveling, my first instinct is to find out all their options as quickly as possible. That way, when I contact them, I have good news instead of just telling them there's been a disruption to their plans. I first call them and then I send an email and let them know it might be easier to read it before making a decision, though I emphasize that pricing and availability for options can change at any time.
Sometimes, the best option for your clients may not be the most obvious or convenient one. For example, you may have to look for flights from different airports, on different dates, or with different airlines. You may also have to suggest alternative destinations, routes, or modes of transportation. Be flexible and creative in finding solutions that suit your clients' needs and budget. You can also use your network and connections with other travel and tourism professionals to find more options and deals.
If I can't find something that the client will like or that won't work with the rest of their plans, I call the vendor it was booked with. Whether an airline, a wholesaler, or a cruise line, they have access to a wider variety of options and can narrow those options down more easily than I can. I take notes from them and then do a double-check online before contacting my clients. If they don't like one option, I'll have another option available or offer to check options for another type of travel if the situation is not urgent.
After you have helped your clients rebook their travel plans, don't forget to follow up and follow through. Confirm their new bookings and send them the updated itinerary and confirmation details. You can also check in with them before, during, and after their trip to make sure everything goes smoothly and to address any issues or concerns they may have. You can also ask for their feedback and suggestions on how to improve your service and relationship.
One of the best ways to help your clients rebook their travel plans during disruptions is to provide value and support. This means going beyond the basic tasks of finding and booking flights and other services. You can also offer them additional benefits, such as travel insurance, loyalty programs, or discounts. You can also provide them with useful information, such as travel tips, safety guidelines, or local recommendations. You can also show them that you care about their well-being and satisfaction by being attentive, responsive, and courteous.
I always fight for my clients and when it comes to changes or cancellations, I make sure they get the best options available. I have plenty of industry contacts that I go to if I know the client will be unhappy with the circumstances. That has resulted in room upgrades at a hotel for instance, added VIP amenities or services, and extra gifts provided in my name at no extra cost. I also offer them something additional like an activity credit to thank them for their patience.