When clients are dissatisfied.
WHAT COMPLAINTS TYPICALLY CONCERN
Accommodation not as described Elements not delivered Booking errors Disruption handling Charges not expected Guide or transport quality
WHAT TO ESTABLISH FIRST
What was actually promised.
WHY
The written itinerary and confirmation settle most disputes.
WHAT TO DO
Listen fully, and establish the facts from records.
WHAT TO DISTINGUISH
Your error Supplier failure Circumstances beyond anyone's control Expectations that were never realistic
WHY THAT LAST CATEGORY
It indicates a selling problem rather than a delivery one.
WHAT TO DO IF IT WAS YOUR ERROR
Acknowledge it, and remedy it.
WHAT TO DO ABOUT SUPPLIER FAILURE
Pursue the supplier, and address the client separately.
WHY SEPARATELY
The client contracted with you, and waiting for supplier resolution frustrates them.
WHAT TO AVOID
Blaming suppliers as an excuse Waiting for recovery before responding Disputing the client's experience
WHAT TO DO ABOUT DISRUPTION BEYOND CONTROL
Explain what happened and what you did.
WHY
Clients accept genuine circumstances when the response was good.
WHAT TO ESTABLISH ABOUT COMPENSATION
What you will offer, and what is the insurer's or supplier's responsibility.
WHAT TO RECORD
Every complaint, cause and resolution.
WHAT TO ANALYSE
Causes across complaints.
WHAT THEY REVEAL
Suppliers to stop using, or selling that overstates.
