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How to Deal with Difficult Travel Customers Questions

The Marketing Blog

How to Deal with Difficult Travel Customers Questions
How do you wiggle out of difficult situations when you are handling your travel customers?
C

lient: I found a cheaper deal online, so I am cancelling.

You: Well, we are sorry to see you go. Just make sure you read the fine print to ensure you are not getting a raw deal.

Client: I want to fly to the Caribbean on holiday tomorrow, and I have a budget of $2,000. Can you make it happen?

You: Thanks for your enquiries. The Caribbean maybe tricky with that budget, but we sure can get you an equally idyllic destination. Give us a few days to research the available options and we’ll get back to you.

Client: Can you just send me the quote? Go ahead and make a booking. I’ll come and make full payments tomorrow.

You: Thank you for your business sir. Unfortunately, we are unable to make a booking without your full commitment. Once you have deposited your money into our accounts, we will make the booking for you.

Client: I know you spent several hours researching the destination for me…I’m sorry. Your rates are just too high.

You: We have researched several destinations for you. Before you let us go, would you mind going through our itinerary so that we can explain why the rates are high?

Client: I was denied boarding. I didn’t realize I needed a visa. You sent me the quote, but I found a cheaper travel agent, and now, I really need your help…

You: We are so sorry about that. Kindly call the agent who assisted you with the booking and explain the situation to him.

Client: You were charging $6 more than the online deal. So I went ahead and bought the package online. I did not realize they were going to put me in this crappy hotel. I demand a refund!

You: We are so sorry about that Sir/Maam. Unfortunately, you can only ask for a refund from your booking agent.

Client: Please book me in that hotel from 25th May to 25th July.

Hours later after you have booked…

“Er…you need to cancel that booking I ordered earlier. I didn’t check my diary. My sister has a wedding during that period. Sorry!”

You: Of course we’ll cancel it. Kindly note that there will be charges for the cancellation.

Client: You would never guess this…remember that quote you sent me earlier? I have found a deal online that is $300 cheaper. Here’s the itinerary…go ahead and price-match and send me a cheaper offer.

You: It sure is cheaper, but there is a reason. Their itinerary has 2 overnights and a stopover.

Client: I am practically going from point A to point B…it’s basically the same so you can price-match…

You: True, but you also have to factor in things such as comfort, layovers and airline fares.

Client: I have just booked a trip around the world myself online.

You: After a review of your itinerary, I am sure I can save you a lot of money.

Client: Hi? Why is the plane stopping in Dubai? I thought I had a direct flight to New Zealand!

You: The delay is minor sir. The plane stops for only a few minutes to refuel.

Client: I need a 50% refund. There is a big scratch on my hotel’s cabinet. The ugly mark has ruined my whole vacation.

You: We are sorry about that. We’ll call the hotel to see about some repairs.

Client: I need a 50% refund on my Asian tour. There were monkeys everywhere.

You: We are sorry to hear that you don’t like monkeys, but just think about it. Aren’t they cute?

Client: Hi? I have hired a car and I need to return it later. Would you mind calling the car company? Oops. I realize it’s late there. Have I just woken you up? Sorry. Just call the car company and leave the rest to me.

You: You have the car company number?

Client: Here it is…And no, I am not calling them myself. You are my travel agent!

For these and many other travel agent tips, click on the link below to talk with our consultants.


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