Travel disruptions are an inevitable part of the industry, and when things go wrong, clients rely on their travel agent for guidance and solutions. Whether it’s a cancelled flight, a long delay, or lost luggage, knowing how to navigate these challenges efficiently can turn a stressful situation into an opportunity to build client trust and loyalty.
Preparing clients before they travel
One of the best ways to handle disruptions is to ensure clients are well-prepared before they even leave home. Agents can help by:
- Recommending travel insurance – Clients should understand the importance of a comprehensive policy that covers cancellations, delays, lost baggage, and medical emergencies.
- Advising on airline policies – Different airlines have different compensation rules for cancellations and delays. Clients should know what to expect if their flight is affected.
- Encouraging mobile apps and alerts – Many airlines provide real-time updates on flight changes, gate information, and baggage tracking through their apps.
A well-informed traveller will be more prepared to handle disruptions with minimal stress.
Handling flight cancellations and delays
When a flight is cancelled or significantly delayed, agents should act quickly to secure the best possible alternative for their clients.
Steps to take:
- Check airline policies – Some airlines automatically rebook passengers on the next available flight, while others require manual rebooking.
- Search for alternative routes – If no direct flights are available, consider rerouting via a different hub or booking a codeshare partner.
- Advocate for the client – Contact the airline directly to request priority rebooking, meal vouchers, or hotel accommodation if required.
- Confirm travel insurance coverage – Some policies provide reimbursement for hotel stays, meals, or alternative flights in case of extended delays.
- Keep the client informed – Clear and regular communication is key. If they need to stay overnight, provide hotel recommendations and guidance on claim procedures.
For international flights, it’s also important to check if delays or cancellations impact visa requirements, especially if an overnight stay is required in a transit country.
Managing lost or delayed luggage
Lost or delayed baggage is one of the most frustrating travel disruptions. While airlines have systems in place to track and recover luggage, travel agents can help clients navigate the process efficiently.
What to do if a client’s luggage is lost:
- Report it immediately – Clients should file a baggage claim with the airline before leaving the airport. They will receive a reference number for tracking.
- Check baggage tracking tools – Many airlines offer online baggage tracking to see real-time updates.
- Understand compensation rights – Airlines typically cover reasonable costs for essentials (such as toiletries and clothing) if luggage is delayed. Compensation amounts vary by airline.
- Encourage keeping valuables in carry-on – Advise clients to always keep important items such as medications, electronics, and travel documents in their carry-on luggage.
If the luggage is not recovered within a set period (often 21 days), the client may be eligible for a claim under airline policies or travel insurance.
Dealing with missed connections
Missed connections can be particularly challenging when dealing with multiple airlines or separate bookings. If a client misses their connecting flight:
- Check if the airline is responsible – If the flights were booked on the same ticket, the airline is usually required to rebook the passenger at no extra cost.
- For separate tickets, explore options – If the client booked separate flights, they may need to purchase a new ticket. Travel insurance may cover these costs in certain cases.
- Rebook quickly – Check alternative flights and notify the airline of the situation as soon as possible.
To prevent missed connections, always allow sufficient layover time between flights, particularly when travelling internationally.
Turning disruptions into positive experiences
While travel disruptions are frustrating, a well-prepared agent can turn these challenges into an opportunity to provide exceptional service. By acting quickly, keeping clients informed, and ensuring they receive the best possible alternatives, agents can transform a stressful situation into a seamless experience.
A calm, knowledgeable, and proactive approach will not only resolve travel issues efficiently but also strengthen client relationships and increase repeat business.
