Complaint Handling Scripts
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
!Admitting legal fault for a supplier's mistake, which can make you liable for the refund cost.
!Not documenting the exact time and name of the person you spoke to at the airline or hotel.
!Promising a specific refund amount before the tour operator or insurance company has approved it.
!Getting defensive when a client is stressed about a travel emergency; they are scared, not mean.
!Failing to answer the phone during a travel emergency, which forces the client to fix it themselves and lose trust in you.
