How to Lose High Profile Travel Clients: Top Mistakes to Avoid

From the outside looking in, being well known seems to come with many perks. However, when it comes to travelling, fame brings its own set of challenges and demands. As luxury travel agents catering to this market, it's our responsibility to meticulously plan every aspect of their trip, consider all scenarios and maintain our clients' trust and loyalty. Here’s a guide on what not to do when working with high-profile travel clients and the pitfalls you must avoid to keep them safe and happy.

Fail to Inform Clients About Destination Travel Requirements

Leave clients to discover at the airport whether their passport meets the validity rules, and hope they don’t mind being prevented from boarding due to a missing visa. This also provides an ideal opportunity for onlookers to snap some pics with their phones.

What to Do: Before booking any aspect of their trip, verify the destination's travel rules, ensure the client's passport meets all requirements, and confirm that they have any necessary visas. Facilitate their discreet and smooth airport transit by utilising meet-and-greet and porterage services, minimising stress and hassle.

Set reminders to check them in and send their mobile boarding passes around 24 hours in advance. This also provides an opportunity to confirm that everything is on track with their flights.

Skimp on Flights, Skip Airport Perks and Use Cheap Transfer Companies

Cut corners on flights by booking the cheapest options and book seats that come with less legroom, limited recline and preferably next to the toilets. Skip airport perks, such as access to lounges and expedited security, forcing clients to endure long lines and crowded waiting areas.

Additionally, use cheap transfer companies resulting in an unreliable service, less professional drivers, and vehicles that smell of cigarette smoke and feet.

What to Do: While you can't always keep your clients separated from the public, there are ways to make their airport experience much smoother. If your client has the means, consider booking private flights, allowing them to arrive at a separate terminal just half an hour before departure.

For commercial flights, book First or Business Class so they can enjoy airport lounges, privacy and comfort.

Services like the Windsor Suite at Heathrow and PS at LAX offer an exclusive experience where a chauffeur picks clients up from home and drives them to a private terminal. There, they can enjoy Michelin-star dining, relax while their documents are processed, and have their luggage taken through security. They are then driven airside, completely bypassing the main terminal. While this service is expensive, it ensures they can relax with friends or family without any interruptions.

For simpler needs, consider options like Security Fast Passes and Speedy Boarding with easyJet . Always choose the best option available on the particular airline and use a reputable transfer company, such as ROLZO , known for efficient, professional drivers and clean, upscale vehicles. This attention to detail will significantly enhance your clients' travel experience.

Put Your Client's Name on the Chauffeur Sign

Encourage a small crowd to gather around the driver holding your famous client's name at the airport ready to greet them on arrival.

What to Do: Maintaining privacy is crucial when booking accommodation or transfers for high-profile clients. Use pseudonyms or partner names for reservations and ensure all service providers commit to confidentiality. Clearly communicate privacy expectations and verify strict adherence to everyone in the supplier chain. Despite this, I've received client feedback on a couple of occasions where hotel staff have knocked on a footballer's door or approached them by the pool for an autograph and a photo. Such breaches of privacy can damage trust and must be avoided at all costs.

Reserve the Lowest Category Room

Make sure you book the room that overlooks the car park on room only basis via booking.com to ensure they get the worst located room.

What to Do: Book directly with the hotel and lean on your contacts for upgrades and to secure the best view and location available. Clients like to relax on holiday and, while many enjoy interacting with the public, they also appreciate the option to retreat to a private space. Aim for accommodations like a villa or suite with a private pool within the resort, ensuring they have a serene and exclusive area to unwind. Also, it's worth double checking with the hotel prior to booking if their 'private' pool is overlooked or can be seen by other guests.

Don't PreBook Restaurants, Cabanas, Beach Clubs or Kids Clubs

When they arrive at the resort, leave them to sort out their own restaurant bookings, hoping the only times available aren't 4:30 PM or 11:30 PM. Let them struggle to secure a spot in the kids' club or beach club, and leave them to find the most public and uncomfortable sunbeds.

What to Do: Liaise with the hotel prior to your clients' arrival to understand all the nuances of the property. Provide your client with a curated list of the best restaurants and activities in the destination, either from your own recommendations or the hotel concierge. Pin down their preferred dates and times in advance, allowing you to prebook all the top experiences.

In addition, leverage your connections to provide exclusive, one-of-a-kind experiences. Whether it’s VIP guides or entrance, private dinners, or a yacht day, make sure they feel special.

This ensures that when they arrive, everything is taken care of, enabling them to simply breeze in and enjoy their stay without any hassles.

Neglect to Include Details in an Itinerary

Send each individual booking document to them as you make the reservations, and hope they can piece it all together when they arrive.

What to Do: Create a comprehensive digital live itinerary that clients can easily access on their phone. Include all important details such as destination information, visa requirements, seat choices, transfer details, driver contacts, room specifics, meal plan inclusions, and a breakdown of what has been prepaid versus what is due at the destination.

Additionally, include information on any prebooked activities or services. If clients request changes during their trip, promptly update the live itinerary to reflect these modifications, ensuring they are always informed. Most importantly, remain available throughout their trip to address any questions or concerns they may have.

Don't Consider Security

Let your clients venture into public or potentially unsafe situations, and hope for the best.

What to Do: When planning their itinerary, always consider their safety, especially when they are in public or potentially risky environments. Advise them to use a reputable security service such as Jeff Hill , particularly if they are footballers travelling with items such as expensive watches. There can be risks associated with going out to nightclubs as a well known individual or staying in private villas outside of resort areas. In certain circumstances, paying for good security is a prudent measure to ensure safety and comfort.

Let Their Secrets Slip

Compromising their privacy even once can lead to a complete loss of trust.

What to Do: Never take your clients for granted or spill their secrets. Respect their privacy and understand that one slip-up can mean you'll never work with them again. It's simply not worth the risk. Always prioritise discretion and confidentiality, ensuring that all sensitive information is handled with the utmost care. By maintaining this level of professionalism, you build a foundation of trust and demonstrate your commitment to their privacy.

Conclusion

Managing the travel needs of high-profile clients, such as sports and entertainment professionals, requires more than just attention to detail—it demands out-of-the-box thinking and a thorough understanding of the unique situations they might encounter. By carefully considering every aspect of their trip, from travel requirements and seamless airport experiences to booking the best accommodations and ensuring their privacy and security, you build a trusting relationship with your clients. This not only enhances their travel experience but also fosters repeat business, solidifying your reputation as a reliable luxury travel agent.

Get in Touch

If you appreciate this level of meticulous service, whether you are a high-profile individual or a business professional, reach out to us. My team and I specialise in managing every detail of your trip, ensuring a seamless and unforgettable experience.

Connect with me on LinkedIn, and let's discuss how we can take care of your travel needs, making your journeys smooth, secure, and enjoyable. We would love to create a trusted partnership that guarantees exceptional travel experiences every time.

Or if you're a female luxury travel agency owner seeking support and connection with like-minded professionals, reach out to me to join the Travel Sisterhood

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