When Things Go Wrong: How Travel Agents Can Show Their Value

No matter how well you plan a trip, things can — and will — go wrong. Flights get delayed, hotels overbook and unexpected hiccups happen. As a travel agent, your job isn’t just to book trips; it’s to be your client’s problem solver.

But what if you’re new and worried you won’t know how to fix issues? The good news is, you don’t have to know everything, you just need a plan in place to handle challenges. Here’s how to set yourself up for success and show clients why having you in their corner makes all the difference.

A Real-Life Example: How I Saved My Client’s Trip

I recently had a client who was about to board their flight when they got a call from their hotel — their reservation had been canceled. No explanation, no alternatives, just a last-minute “sorry, we don’t have a room for you.”

Can you imagine how stressful that would be? They were about to take off with nowhere to stay once they landed.

Because I stay connected with my clients and make sure they know I’m available, they called me right away. Within minutes, I was on the phone with hotels, searching for last-minute availability. While my clients were flying, I was working behind the scenes, and by the time they landed, I had secured them a new hotel.

Instead of remembering a nightmare experience, they now remember that I came through for them. Next time they book a trip, I won’t have to worry about them shopping around for the cheapest price online — because my value was proven.

This is what sets great travel agents apart. Here’s how you can do the same.

1. Stay Connected with Your Clients During Travel

One of the best ways to ensure you can help when something goes wrong is by checking in while your client is on their trip. Many agents make the mistake of waiting until after the trip to ask how it went — only to hear about problems they could have fixed.

How To Implement This:

• Send a “Bon Voyage” message the day before they leave, reminding them you’re available if they need anything.
• Check in after arrival (especially for international trips) to confirm they made it safely and their accommodations are in order.
• Follow up mid-trip with a simple, “Hope you’re having a great time! Let me know if you need anything.”
• Check on their return flight if there’s potential for delays or cancellations.

By doing this, you position yourself as their go-to problem solver, and if something does go wrong, you’ll be the first to know — giving you time to fix it.

2. Have a Game Plan for Common Travel Issues

New agents often worry about not knowing how to solve problems, but most travel hiccups fall into a few common categories. Having a general plan for these will boost your confidence and help you respond quickly.

Common Travel Issues & Quick Solutions:

• Flight Delays/Cancellations: Always know your client’s airline’s rebooking policies and have the customer service number handy. Recommend travel insurance in advance to protect their investment.
• Hotel Overbooking: If a client arrives and their room isn’t available, have alternate options in mind. Call the hotel before check-in to confirm their reservation.
• Rental Car Issues: Advise clients to check their reservation details beforehand. If problems arise, be ready to call the company for a resolution.
• Excursion/Activity Cancellations: Encourage clients to book excursions with trusted suppliers that offer flexible cancellation policies.

How To Implement This:

• Keep a list of emergency contact numbers for airlines, hotels and suppliers handy.
• Learn who to call first — supplier BDMs, travel insurance providers or customer service reps.
• Save alternative options for accommodation and flights in case of cancellations.

The more you prepare ahead of time, the easier it will be to jump into action when needed.

3. Be the Calm in the Chaos

When clients are stressed, your response matters just as much as the solution. Even if you don’t have an immediate answer, being calm, reassuring and proactive can turn a bad situation into a positive experience.

In my client’s hotel cancellation situation, I didn’t panic or pass blame — I simply got to work. And that’s what travel agents need to do. Clients need to know that even if things go sideways, you have their back.

How To Implement This:

• Acknowledge their frustration: “I completely understand how stressful this is. Let’s get this sorted out.”
• Take charge of the situation: Even if you don’t have the answer yet, let them know you’re working on it.
• Communicate updates frequently: Even if there’s no immediate resolution, checking in lets them know you’re still handling it.

Your attitude in a crisis will build trust and client loyalty. The way you handle problems can turn a one-time client into a lifelong customer.

4. Share Your Wins To Build Confidence and Credibility

Once you successfully handle a tough situation, talk about it! This shows potential clients the value of booking with a real travel agent, and it boosts your confidence in your ability to solve problems.

I’ve shared my hotel cancellation story because it’s a real-life example of why clients should always book with a travel advisor. Had my clients booked this trip on their own, they would have had to figure it out alone — on a Friday night, in a busy city, while mid-flight. Instead, they had someone handling it for them.

How To Implement This:

• Post success stories on social media: “Last night, I saved a client from a last-minute hotel cancellation — this is why working with a travel advisor is important!”
• Encourage happy clients to leave reviews mentioning how you helped them.
• Use these stories in marketing to show why travelers should book with you instead of an online booking site.

The more you highlight what you can do, the more confident both you and your potential clients will be.

Being a travel agent isn’t just about planning dream vacations — it’s about being the hero when things go wrong. If you can prove your value by solving problems, clients will return to you, trust you and refer others.

If you’re a new agent worried about handling issues, start by having a plan. With the right mindset, preparation and communication, you’ll show clients exactly why they should always book with you.

Are you ready to step up when things go wrong? Because that’s where great agents shine.