How agents can correct their own mistakes

Travel agents should own up, find a solution and do something extra

Everyone makes mistakes – even travel agents. A simple but possibly hugely costly error like telling a client that a flight is on the wrong date can happen to even the most skilled agent. How to deal with it? Steve Cousino, owner of the US-based agencies Exclusive Events At Sea and Journeys By Steve, says that agents should triple-check their every move. But if a mistake is made, the first thing to do is apologise – even if the client doesn’t immediately notice the error. If it’s complicated, say you’re working on correcting it. The apology should be made in person or by phone, unless the client demands email-only correspondence. Then ask for the client’s approval once a solution has been found.
Finally, do something else for the client free-of-charge, such as paying luggage fees. But don’t offer monetary compensation unless they ask for it. And, Cousino concludes, “It’s important to thank the client for working with you to get the solution fixed, and thank them for being a client.”


Check Also

cruise, port, harbour, Oslo, Norway, halved, ships, turnaround, Per Erik Winther, manager, scandal, number, terminal, Royal Caribbean, build

Cruise visits to Oslo have halved. Why?

A former member of Oslo Cruise Network blames poor teamwork in Norway’s capital.

Bella, Copenhagen, center, mice, meetings, congress, 2018, biggest, Scandinavia, Denmark

Event kicks off big year for Bella Center

The almost 3,000 delegates now converging on Copenhagen are small fry compared to what’s coming.

Norway, winter, snow, mountains, avalanch risk, ski, sledding, weather, 2018

Ideal winter conditions in Scandinavia

It’s even possible to sunbathe in the mountains, a meteorologist claims.

Norwegian, Boeing 737-800, delivery, final, MAX, aircraft, type, low-cost, long-haul, flights

Norwegian’s last 737-800 delivery as MAX era starts

The airline takes delivery of its 100th direct-buy Boeing 737-800, an aircraft type that is already being replaced.

Nordica, Regional Jet, leasing, lessor, Estonia, LOT, Polish, Groningen, Tallinn

Estonian lessor expands its fleet

Regional Jet, founded by the national airlines of Estonia and Poland, will add two more planes to its fleet.

Norwegian Cruise Line, shipyard, NCL, Bliss, ship, build, launch, float out, Germany, sailings, mega-ship, karting, race track, Meyer Werft

First float-out for Norwegian Bliss

Norwegian Cruise Line’s new cruise mega-ship takes to the water ahead of its April launch.