Airline passenger satisfaction has taken a nosedive lately thanks to more delays, cancellations, and sardine-can seating. I know, it’s not our fault. However, as a travel agent, you can still ensure your clients have a top-notch trip despite these hiccups. Here’s how:
Focus on Exceptional Mid-Trip Experiences
If flights fall short, the rest of the trip can still be a winner. Suggest cushy accommodations where they can unwind post-flight. Point out exclusive local tours for unique cultural dives. Tailor itineraries to match their interests, ensuring the overall journey stays upbeat and enjoyable.
Offer Travel Insurance and Assistance
With delays and cancellations becoming the new normal, travel insurance is now a must-have. Educate clients on the benefits of comprehensive travel insurance that covers delays, cancellations, and lost luggage. Plus, offer 24/7 assistance to help them navigate any bumps along the way. Your support can greatly reduce travel-related stress.
Leverage Your Industry Connections
Use your insider connections to score better deals and perks for your clients. Think upgrades to business class, exclusive airport lounge access, or special hotel and tour operator arrangements. These extras add significant value that clients can’t get on their own.
Communicate Proactively
Keep your clients in the loop about any travel plan changes. Proactive communication helps manage expectations and cut down on frustration. Use automated tools to send real-time updates about flight statuses and offer quick alternative solutions. An informed client is a happy client.
Emphasize Customer Care and Personal Touch
Personalized customer care can hugely impact how clients perceive their travel experience. Get to know their needs and preferences and tailor your services accordingly. Follow up after the trip to gather feedback and show genuine care. Small gestures, like a thank-you note or a travel-related gift, can leave a lasting impression.
Embrace Technology
Harness technology to streamline your services and boost client satisfaction. Mobile apps for itinerary management, virtual consultations, and AI-powered chatbots for 24/7 support can make your services more accessible and efficient. Embracing tech meets modern travelers’ expectations.
As airline woes become more common, travel agents can stand out by focusing on the overall client experience—something no OTA can do! Of course these suggestions come with a cost, and this is why we charge the fees that we do! What’s that saying, when life hands you lemons…
