Recent rankings reveal that air travel satisfaction in the US is at a low point. According to J.D. Power’s 2023 North America Airline Satisfaction Study, passenger satisfaction has declined significantly. Travelers often face delays, cancellations, and cramped seating, making the start and end of their trips less than ideal. However, as travel agents, we can enhance our clients’ overall experience by focusing on the aspects of their trip in the middle.
First, be sure your clients’ accommodations are exceptional. Select hotels and resorts known for their service, cleanliness, and (if it makes sense) amenities. An outstanding hotel experience can quickly offset the frustration of a rough flight. Educate your clients on this. Nothing is better than an early check-in in London after a horrible trans-Atlantic flight in coach.
Consider ground transportation. Partner with reputable car rental companies and private transfer services to offer your clients reliable and comfortable transportation options. By arranging for efficient airport pickups and drop-offs, you can alleviate the stress of navigating unfamiliar areas or dealing with unreliable taxi services. And who doesn’t love to see the person at the airport with an iPad with YOUR name on it?
By this time, the outbound flight memories are starting to wane, but don’t stop there. Craft unique and memorable experiences tailored to your client’s interests. Whether arranging exclusive tours, securing reservations at top-rated restaurants, or arranging a dinner in a local home, personalizing the trip will create lasting memories.
Two words should go without saying—”travel insurance.” In today’s world, this is non-negotiable. Usually, a lot of money is on the line for a trip, so protect it. We never expect the unexpected. And while we are unable to help that relative who fell ill back home or a broken foot while climbing in La Sagrada Familia, we can help mitigate the cost.
Needless to say, communication is also key. Keep your clients informed about potential travel disruptions and provide them with tips for navigating airport hassles. Encourage them to use any after-hours services you have, and to sign up for airline notifications, and download helpful travel apps that can streamline their journey.
Finally, consider offering airport lounge access. Most leisure travelers do not have the status to gain access to most airport lounges; Club Lounges are offered at many domestic airports and in London and Hong Kong. For a small fee, your client can arrive up to three hours early and relax pre-flight. And they are covered in case of delays! Of course, this may not be a fiscally feasible solution for all clients, but it is a consideration for your high-value ones.
The beginning and end of a trip usually stink. However, the middle of the journey is where you, as a travel agent, can truly shine. By focusing on exceptional accommodations, reliable ground transportation, personalized experiences, essential travel insurance, effective communication, and VIP care, you can transform your clients’ travel experiences. While the flights may start and end on a sour note, the unforgettable moments in between will leave your clients returning time and time again.
