7种普通旅行危机以及如何征服他们
旅行顾问的能力良好,可以处理几乎所有与旅行有关的事情。给他们一个目的地,预算和一些关键兴趣,他们可以鞭打一个完全个性化的行程,这会使客户在万月上度过,因为他们使旅行梦想成真。
But what happens when an unforeseen travel nightmare occurs? We’re talking, “I can’t find my passport and I leave for my trip in a week!” or “Surprise, a bad storm hit, and all flights are canceled.”
这是七个最常见的旅行困境 - 以及如何代表客户征服他们的提示。这些恰恰是表明为什么旅行者始终,始终使用可信赖的旅行社预订旅行的情况。
1.护照问题
跟任何旅行社,他们会告诉你那t passport issues top the list of daily challenges. Michele Cartwright, CTA, president and travel advisor at Destinations by Design, said: “Just recently, a client contacted one of our agents about her adult daughter’s passport — it had expired and their vacation started the next day. We immediately obtained an appointment for the client to get an emergency passport at the regional passport processing center, changed her flights and hotel dates by one day, and made the trip happen for this mother and daughter.” Travel agent 1/travel crisis 0.
One of the simplest ways to avoid passport problems and save your clients’ trips, suggests Shelley Fry, marketing and media manager, at ExpeditionTrips, is to “collect passport details as soon as possible after booking, and double-check the expiration date. Or, if they’re booking last-minute, confirm passport validitybeforeprocessing payment.”
Joe Lang, owner of Joe Lang Travel, keeps a tickler file of when his clients’ passports are approaching their 6-months-until-expiration date. He proactively sends them emails reminding them to take care of the renewal, so they’re always ready to travel.
即使您做正确的事情,有时生活也会扔一个曲线球。TNE Consultants,LLC首席执行官Azzam Hajyousif讲述了这个故事:“我们在希腊雅典有两个客户,他们从他们那里偷了一个袋子,不幸的是,他们的护照,钱包,现金,他们的现金和他们的同时都有。袋子里的机票。那是一个非常重要的包。他们通过收集电话与我们联系,我们与美国大使馆进行了协调,以帮助他们获得临时护照。幸运的是,我们在档案中有他们的护照副本,我们能够将这些副本传真给美国大使馆的雅典。我们联系了汉莎航空公司的机票,并能够以少量费用将其返回部分重新发行。乘客能够使用新护照和重新发行的门票回家。”
故事的寓意:告诉您的客户副本的所有身份证明文件。与值得信赖的家庭成员一起保留一份副本,并与值得信赖的旅行社保持一份。并且,告诉他们不要将所有旅行文件和金钱放在同一包中。
2. Name misspelled
PSL Travel的Steve Leichner说:“即使有最好的意图,也会发生事情。”“我们已经发生了几次[名字拼写的情况的情况。发现错误后,每次,我们都会立即与航空公司联系。在大多数情况下,航空公司将与您合作以纠正它。但是,如果这个名称是如此不同,以至于看起来像是航天器,他们将收取重新预订并使用当前票价的费用。”
3. Flights delayed
Everyone knows that flight delays are part and parcel of travel these days. Staying in communication with a dedicated travel advisor is the key to dealing with delays. Leichner relayed: “A few years ago, there was a convention in Lisbon, which ended on the day of a general strike in Portugal. As soon as the strike was imminent, we rearranged everybody's schedules and extended their hotel stays, and changed their flights and notified them of the change. Instead of a real hassle, they had an extended vacation.”
He, along with nearly every travel advisor that Travel Market Report spoke to, also said to make sure your clients build enough time into their travel schedules (three hours for connecting flights at major airports), and that they have good travel insurance.
Tammy Hemsath, of Midwest Managed Travel, also encourages “corporate agencies to have some sort of emergency service line their travelers can call for immediate assistance. They will appreciate the fact they can get in touch with an agent at any time day or night, rather than calling the airline or standing in line at the airport.”
4. Lost luggage
哦,失去行李的祸根。该怎么办?“希望大多数旅行者都知道将关键物品(例如,处方)与飞机一起放在飞机上,但我们也建议您携带一旦国外而难以替代的物品,因为 - 对于远程巡游目的地,例如极地地区或加拉帕戈斯(Galapagos)beplay银行卡right gear can make or break a guest’s trip,” said Fry of ExpeditionTrips.
Mike Edic, owner of Pioneer Travel, said: “It doesn't hurt to take a picture of what your suitcase looks like. When I worked in the Lost and Found office for an airline, you'd be surprised at how many people had不idea what their suitcase looked like, or even what color it was.”
Lang提供了此提示:当您打印出旅行保险政策信息时,应包含一个包含您信息的标签。您可以层压并将其固定在行李箱上。谁发现它可以扫描它,以便保险公司可以将其归还给您。
Here’s a lost luggage story that wins the best travel tale prize in this category. Hajyousif described: “We had a client who was going to propose to his girlfriend in California. So, as part of the celebration, he purchased two extremely expensive bottles of wine (along the lines of $400 per bottle). He packed the bottles in his checked luggage, secured them so they wouldn’t break, and got on his flight. When he landed and got to baggage claim, his bags never showed up. They were going to celebrate her birthday in San Francisco and then fly to Arizona to meet some friends. He contacted the airline to find his bag, and by the time they found it, it was not going to arrive before his departure from San Francisco to Phoenix. Hence, he decided to postpone the proposal until they arrived in Arizona, so he could present the wine there. The wine, by the way, was from the year she was born, so it had some significance for the proposal.”
快进:这家航空公司在旅途的第二回合中第二次失去了他的宝贵行李。在胁迫下,而不是他通常的平静自我,客户叫朝jyousif的办公室。“We were able to source two bottles of wine from a similar year as his fiancé‘s birthday, though not the same brand or vintage … He was able to complete his proposal, make it a very memorable event, and eventually was reunited with his original bottles of wine when he finally got back to Chicago.”
现在,这就是旅行顾问可以超越自己的客户的方式,他们将永远记住他们如何挽救这一天的方式。
5.夫妇在旅途前分手
“This has happened a few times with our clients,” said Leichner. “Unfortunately, it is totally unpredictable. Some couples will take a travel protection plan with a cancel for any reason clause. It is about a 20% higher cost than a regular policy, but it will cover the situation … Always contact the suppliers involved and explain the situation. Even though they have no obligation to do it, sometimes they will either refund the money or issues credits.”
Lang提出了一个很好的观点,这确实适用于任何两个或更多人一起旅行,有人可能会改变他们的想法。为了预防措施,建议出于任何原因旅行保险取消。
6.必须取消旅行
There are so many unexpected circumstances that can cause a traveler to have to cancel a trip. Tammy Hemsath, president of Midwest Managed Travel, said: “First and foremost, travel insurance is key for leisure clients, who need to cancel before the trip. My business is mostly business travel, so most of my corporate clients have a blanket insurance policy for all of their travelers when traveling for business. Small business travelers can purchase annual insurance for coverage, as well. This will provide additional medical insurance, lost or delayed baggage, trip cancellation, and trip delay.”
7. Scandalous circumstances
有些事情只是让你摇头。Edic解释说:“与另一家当地机构交谈后,我有客户来找我,该机构告诉他们,多米尼加共和国将向他们收取799美元的出发费,如果他们不提前付款。该机构会威胁他们,说他们可以因拒绝支付这笔费用而被判入狱;当旅行者将费用直接支付给机构时,他们将操纵旅行社的收据,以反映更新的总成本,并不是什么实际的旅行成本。”有疑问时,travelers should always call another agency and verify pricing.
As long as people travel, there will be dilemmas that pop up now and again. Lang said: “Travel crises, handle them one at a time … one by one, if it happens, when it happens. And usually, it happens daily ... Travel is not an exact science. This is another reason why it’s a good idea to use a travel advisor.”
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