As a travel agent, your clients rely on you to ensure their trip is a success. When unexpected issues arise, having a clear plan is key. This guide outlines the best practice for managing and resolving any problems your clients encounter while on their tour.
Step 1: Stay Calm and Assess the Situation
When your client reports an issue, it's important to listen carefully and gather the essential details. This will help you determine the urgency and the best course of action.
- Gather Key Information:
- Booking Number
- Current Location
- A clear description of the problem
- Identify Urgency:
- Urgent: Issues like safety concerns, medical emergencies, or missed transport require immediate action.
- Minor: Issues like small schedule changes or minor inconveniences can often be resolved with the local operator.
If necessary, ask your client to document the issue in real time — such as taking photos, saving receipts, or capturing screenshots of any relevant communication
Step 2: Contact the Local Operator First
The fastest way to solve a problem is by contacting the tour operator directly. They are on the ground and best equipped to provide immediate assistance.
- Instruct Your Client: Advise your client to speak with their tour guide right away. For self-guided tours, they should use the emergency contact number found in their travel documents.
- Prioritize the Emergency Number: For immediate, real-time assistance, the emergency phone number is always the fastest and most direct way to get help.
- Document on the BCP: As the agent, you must also log the issue on the Booking Conversation Page (BCP) by messaging the operator directly. This creates an official record for follow-up and ensures all parties are aware of the situation. For non-urgent issues, the BCP is also an appropriate way to contact the operator directly and request a resolution.
The tour operator is responsible for delivering all tour services and should be contacted directly to give them the opportunity to resolve any on-the-ground issues.
Step 3: Escalate to TourRadar When Needed
If you cannot resolve the issue with the tour operator, or if the operator is unresponsive, please escalate the case to TourRadar. While we are the booking platform and not involved in operating the tour, we will do everything we can to support you and help facilitate communication where needed.
- How to Reach Us:
- For general agent support, email us at agents@tourradar.com.
- If the tour operator cannot assist with an urgent matter, you can call our customer support line or use our live chat, both available 24/7.
- Provide All Details: When you contact us, please provide all the information you gathered in Step 1 to help us resolve the issue as quickly as possible.
Remember to keep your client updated on the steps you're taking. Clear and consistent communication is essential for a positive outcome.