Travel emergencies are an unfortunate reality but they don’t have to spell disaster. In fact, how you respond to your client and help them through a travel emergency can actually strengthen your relationship, creating a customer - and referee, for life.
That’s why at Travel Counsellors, we’ve put systems in place to help you support your customers when the going gets tough and unforeseen circumstances threaten to derail their plans.
How Travel Counsellors help you handle a client’s travel emergency
We know that your success is our success, which is why Travel Counsellors go above and beyond to support our network of agents.
There’s no better example than our response to the recent travel emergencies disrupting thousands around the globe. Our top priority has been helping our agents resolve travel issues so they can get their customers home with minimal fuss. From booking crisis accommodation, negotiating flight transfers or simply being there to talk to, Travel Counsellors have been a stabilising force for our customers during this period.
Here’s how we help you handle a client's travel emergency :
The Travel Counsellors Duty Office is a dedicated crisis team with the sole purpose of helping our agents. More than just a call centre, the team are support experts who can guide you through every step of a client emergency and get you both out the other side. Emergencies can happen any time of the day or night which is why the Duty Office is open 24/7 - with Travel Counsellors you’ll always have a helping hand when you need it.
A customer’s travel emergency often involves ticketing, documentation or third-party booking issues. If that’s the case, the Travel Counsellors admin support team is there to take control and deal with the administrative tasks required to help them out . If a client has to rebook last minute or make a change to their itinerary, the admin team can process those payments instantly. While the admin team sorts things out from the back-end you have time to communicate with the customer, and reassure them that they’ll be back on track in no time at all.
The Travel Counsellors Operations Team are experts in logistics. If your client has a travel emergency, these are the guys that’ll get them moving again. During the recent mass flight cancellations, Travel Counsellors’ Operations Team were able to help customers book new flights and sort out last minute accommodation. This level of service was invaluable to the many who otherwise may have had to pay exorbitant fees or wait in long airport queues to get home.
Our state-of-the-art technology
Travel Counsellors customers love our myTC app. Not only can they use it to access their full itinerary, tickets and documents all in one place but it allows them to get in contact with their Travel Counsellor instantly and make any changes to their plans in the click of a button. And as we know, In a travel emergency, timeliness can be the difference between a small inconvenience and a full scale emergency. With our technology, Travel Counsellors can stay on the front foot and keep their clients on-the-go.
A global team
If you’re halfway across the world when your customer is in the midst of a travel emergency, without local expertise it can be hard to provide them with the most accurate or helpful advice. That’s why Travel Counsellors global team is so important. We have agents who live in or are experts in countries and cultures all over the world. Travel Counsellors are one big family who look out for each other, so if one agent has a problem, everyone joins together to try and solve it. Reaching out to a local expert is as easy as jumping onto Travel Counsellors messaging service or online forums. You’ll be amazed at how quickly someone jumps in and gives you a hand.
It’s the holistic approach that makes Travel Counsellors different
The Travel Counsellors difference is that our network doesn’t just support you through one or two isolated strategies. It’s a 360 degree approach that comes from every angle of our business. Through the support of admin, operation and duty office professionals working together to support you and keep your customers travel plans on track you’ll always have peace of mind knowing that you’re supported by the best.
We work tirelessly to provide the best service to you as an agent so that you can provide the best service to your customers.
A travel emergency doesn’t have to spell disaster. With support from your Travel Counsellor family, you can turn unforeseen circumstances into opportunities to make customers for life.
Ready to talk about your bright future as a Travel Counsellor? Get in touch with the team for a chat, today.