Client Retention Scripts
Client Retention Call Scripts for Travel Agents
Client retention for travel agents happens in the “in-between” moments: after the trip, before the next season, and when life changes (new job, new baby, new passport). These scripts help you sound organized, proactive, and calm—even when you’re juggling supplier holds, ticketing deadlines, and last‑minute cancellations.
Post-Trip Check‑In (2–4 days after return)
Use this after a client gets home to catch issues while the trip is fresh and to tee up their next booking.
“Hi [Name], it’s [Your Name] with [Agency]. I wanted to check in now that you’re home—how did everything go with the flights and the hotel? Any surprises with transfers, room type, or resort fees? If anything wasn’t as promised, tell me what happened and I’ll help document it for the supplier. Also, what was your favorite part—so I can save notes for your next trip. If you’re open to it, I can send 2–3 ideas for your next getaway based on what you liked.”
Tips for this scenario
- -Ask one supplier-specific question (room category, resort fees, transfer pickup) so it doesn’t feel like a generic ‘how was it?’ call.
- -Offer to help with a hotel/airline documentation request—clients remember you protected them.
- -End by asking permission to send options; it keeps you in control without being pushy.
Common Mistakes to Avoid
!Calling with “Just checking in” and no specifics (clients forget you were the one who handled their resort fees, transfers, and seat assignments).
!Waiting for clients to complain instead of asking targeted questions like “Did the room category match?” or “Did your transfer driver show up with your name?”
!Overpromising upgrades/compensation—suppliers decide that; you control documentation, persistence, and follow-through.
!Not capturing a ‘next trip clue’ in your notes (anniversary month, kids’ school breaks, favorite hotel brands, must-have nonstop flights).
!Letting lapsed clients die in voicemail because you’re on hold with an airline—by the time you call back, they’ve booked online or with another advisor.
