Complaint Handling Scripts for Travel Agents
In the travel industry, a single bad flight or a messy hotel room can put a $5,000 group commission at risk. These scripts help you stay calm and professional when clients call in a panic, allowing you to solve the problem without taking the blame for things outside your control.
Initial Complaint: Canceled Flight
Use this when a client calls from the airport because their flight was just scrubbed and they are stressed.
I understand how stressful it is to be stuck at the airport, and I am here to help you get moving again. I am pulling up your PNR right now to see what the airline is offering for rebooking. While I look at the screen, please tell me if there are any specific nearby airports you are willing to fly into. I will stay on the line with you until we have a new flight confirmed. My goal is to get you to your destination with as little delay as possible.
Tips for this scenario
- -Stay calm even if the client is yelling; your voice sets the tone for the resolution.
- -Always ask for their current gate number so you can track the same info they see on the boards.
Common Mistakes to Avoid
Pro Tips
- 1.Use SkipCalls to handle your office line while you are on 2-hour holds with airlines so you never miss a new $500 commission call.
- 2.Always record your calls or use a transcription service so you have proof of what a hotel clerk promised you.
- 3.Keep a 'Crisis Sheet' for every client trip with direct phone numbers for the hotel manager and local tour operator.
- 4.If a client is extremely angry, ask them to 'help me understand the timeline' to move them from emotional to logical thinking.
- 5.Offer a small 'recovery gift' like an airport lounge pass for their next trip to turn a negative experience into a future sale.
Frequently Asked Questions
Should I apologize if the airline canceled the flight?
Yes, but apologize for the 'situation' rather than taking blame. Say 'I am sorry this happened to you' instead of 'I am sorry I booked that airline.'
How do I handle a client demanding a refund I can't give?
Refer back to the signed Terms and Conditions. Remind them that as an agent, you follow the supplier's rules, but offer to help them file an insurance claim.
What do I do if I can't reach the supplier while the client is waiting?
Be honest. Tell the client the current hold time and promise a check-in call every hour so they don't feel abandoned.
Can I charge a 'crisis fee' for handling major complaints?
Most agents include this in their initial planning fee, but some corporate agents charge an hourly rate for emergency after-hours support.
Don't Let a Supplier Hold Cost You Your Next Commission
Travel Agents lose thousands every year because they're stuck on hold with airlines while new clients are calling. SkipCalls answers your phone 24/7, books appointments, and ensures you never miss a $1,000 honeymoon lead just because you were fixing a flight delay.
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