Sample interview questions: How do you handle customer requests for changes to their travel plans after booking?
Sample answer:
- Acknowledge the Request:
- Listen actively to the customer’s request and acknowledge their concerns.
- Show empathy and understanding towards their situation.
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Thank them for bringing the issue to your attention.
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Review the Original Booking:
- Access the customer’s original booking details, including dates, times, and travel arrangements.
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Understand the specifics of what the customer is requesting to change.
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Assess Feasibility:
- Determine if the requested changes are feasible within the constraints of the travel itinerary, availability, and airline or hotel policies.
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Check for any potential fees or penalties associated with the changes.
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Offer Options:
- Provide the customer with a range of possible options to accommodate their request.
- Clearly explain the implications of each option, including any additional costs or time constraints.
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Be transparent about any limitations or restrictions that may apply.
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Work with Suppliers:
- If necessary, contact the relevant suppliers, such as airlines, hotels, or tour operators, to inquire about the feasibility of the requested changes.
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