by Guest Author
Last updated: 7:00 AM ET, Mon September 21, 2026
By Michelle Juergen. This article originally
appeared in the September issue of AGENTatHOME magazine. Subscribe here to receive your free copy each month.
Open Mic is an Agent@Home series focused on gathering advice
from travel advisors to help you boost your business. We asked advisors about
their approach when something goes awry during a client’s vacation.
Miki Taylor, Founder, Taylor & Co. Travel
Last August, I had clients celebrating a 21st birthday at
music legend Prince’s former estate in Turks and Caicos. Two things came up,
and they were nowhere near the same size. First, the air conditioning went out
in my client’s bedroom — which, in Turks in August, is a genuine pickle. Then,
they wanted to shift an excursion to a different time, which was purely a
preference.
Both issues received the same response from me: No problem
is too small, and no request is too small. If it matters to my client, it
matters to me.
So, when the text messages came in, I dove right in. I
reached out to my contact at the estate, who was already working on getting
someone out to fix the AC. Then, I tried every channel I could on the
excursion; I emailed and called, heard back right away and got the time
changed.
I really just did what any great travel advisor would do: I
handled it.
Claire Schoeder, Luxury Travel Advisor, Elevations Travel, a
Signature Travel Network Affiliate
Problem-solving is one of my most important jobs. The first
thing I do when a client contacts me about a problem is to offer empathy, and
then I start to address the problem.
I ask specific but friendly questions to get a full
understanding of what has gone wrong. Then, I work to get detailed information.
And finally, I ask my clients what they want to happen to make things right. I
do explain that some things are beyond my control, such as airlines making
changes to flight times and equipment, but many other things I can work with.
After understanding the problem — not happy with a hotel,
missed or bad tours, accidents — I ask my clients what they want to happen,
whether that is a refund, a new hotel, a redo of their tour (which I have done
before), locating doctors after an accident and more. I work to solve the
problem so that my clients have good memories about their travels, and I keep
them updated, letting them know what I am doing to solve the problem.
Megan Vatnsdal, Founder and Luxury Travel Advisor, Onyx
& Evergreen Travel
My goal is to get ahead of problems before they happen, but
also to be there every step of the way if they do. Being proactive is huge.
Before clients leave, I provide detailed documents with everything they need,
clear instructions for common travel hiccups and emergency contact information.
I also partner with trusted in-destination professionals, so there’s always
24/7 support from someone who knows the area and speaks the local language.
Of course, travel is unpredictable. Flights get delayed,
luggage goes missing, and plans can change. But that’s exactly why my clients
hired me. I’m coordinating the next steps behind the scenes, whether that’s
alerting their driver and hotel about a flight delay, rearranging transfers,
adjusting tours or reservations, communicating with local partners or guiding
them through a travel insurance claim. My goal is to solve problems quickly and
seamlessly so they can get back to enjoying their trip.
Ryan Doncsecz, Groups Manager for VIP Vacations
When something goes wrong during a client’s trip, my first
priority is to take the stress off the client with empathy and an apology. I’m
not necessarily apologizing because I did something wrong, but because their
experience is not as they expected. I want them to know that they have someone
in their corner, even when they are thousands of miles from home.
Next, it is really important to act quickly while keeping
energy levels low: Assess the situation, identify what we can control, and
start working on solutions rather than excuses. I’ll communicate directly with
the resort, airline, transportation company or other supplier involved and
advocate for the client until we have a resolution.
Just as importantly, I keep the client informed throughout
the process so they aren’t left wondering what’s happening. Sometimes, the
solution is immediate; other times, it takes persistence and creativity. Either
way, I believe my job is to be the person who says, "Don’t worry, I’ve got
this" — and then actually follow through.
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