Regardless of how much you plan and prepare, problems can happen when traveling -- everything from airline delays to car rentals not being available. Trust me, I've had enough of them happen on my trips and dealt with many clients over the years that I'm practically an expert on this subject right now.
Years ago, travel agencies were partners with airlines and we had the ability to handle many situations right from our computers and with the help of the airlines. Airlines stopped paying agencies a commission but still charged for their computer systems, the relationship went sour and airlines are taking on the responsibility once shared with agents.
Now we're just the intermediary, using our knowledge and resources to get you what you want at a good rate and advising on how to handle problems, facilitating when possible. Here are a few hints and stories on handling travel problems when away.
First and Foremost
The first thing you should do is take a step back and ask yourself, "What can I do about this?" If you can't do anything yourself then there is no reason to get stressed or upset over the situation. Staying calm and rational will help resolve the issue rather than ranting and raving at everyone in your line of sight. The desk agent did not cause your problem (hopefully) but they're willing to help if you give them a chance.
Please keep in mind that while your travel agent booked your vacation for you, they may not always have the pull that you think to resolve your issue. Since you are physically there, you will have more sway than an agent on the telephone... but do keep all receipts and information so the agent can help resolve your issue on the back end.
Airline Issues
If you check your airlines "Contract of Carriage" before purchasing a ticket, you'll likely find that they're not responsible for getting to your destination, let alone on time. It's just a fact these days and airline problems occur more often then I can ever remember.
Years ago I was flying from Philadelphia to Chicago and then to Ireland, arriving at Philadelphia International three hours prior to departure and ready for my flight to Chicago. Upon checking in at the desk the agent informed me that our flight had just taken off! I was informed of a flight change so I went online and printed my confirmation, not knowing that they don't update our online confirmations -- we had to use another website for that information. Yes, even travel agents have these problems too. Remaining calm I asked what our alternatives were and after being told we would be staying over in Chicago she found another connecting flight that would barely get us to Chicago in time for our connection... so we could be staying in Chicago or we could make it to Ireland, though our luggage may not. We hopped the flight and, to our surprise, the Aer Lingus flight was delayed in Chicago so we had plenty of time to sit and wait.
Just recently we were in New Orleans and due to our taxi being late for our early-morning pick-up, we missed the flight as the gate had just closed. We checked-in and since we were very calm and pleasant, relying on her kindness to get us home, she put us on the next flight to Houston on stand-by and standy-by for the Philadelphia flight as well. We didn't complain that we weren't sitting together or that there was no guarantee we'd get home the same day. All turned out well and we made it home only slightly later than expected.
Unfortunately some clients have not had similar experiences, losing a part of their vacation altogether. I was once contacted by a client in the mid-west to tell me their flight was delayed into Chicago and they would miss their connection to Ireland... could I get them to Chicago? When the airlines are delayed due to weather or traffic, there is nothing I can do. In fact, these days I can't do much when it concerns the airlines other than help you after the vacation is over which is what I did here. The clients had purchased travel insurance and I helped them file a claim for the missed day of travel.
Car Rentals
I haven't had any bad experiences with car rentals myself but clients have called me with problems and all I can do is steer them in the right direction because I'm not there.
This summer I had three such calls, one regarding the car rental size, one due to a car accident and one regarding everything from car insurance to an illness.
In the first instance I received an early-morning call from a group of women who were complaining about their car rental, insisting they rented a van instead of a station wagon. My first thought is that I made a mistake and I need to rectify the problem but after I research my emails and reservations forms, the client ordered an automatic station wagon and decided against the high price of the van despite my many recommendations. When I called back to relay this information, the clients were already on the road with their station wagon and had somehow talked them into an upgrade at no additional charge. Looking back, the clients had a voucher which clearly states the car rental size and transmission and if there were a question when they received the documents I could have handled the situation -- but since they were there, they received an upgrade for free!
Next I was called by a man who had just had a car accident and was instructed to return the car to the nearest agency, a return to the airport as it turns out. He did not want to drive back to the airport and wanted to confirm that this was, in fact, required. The rules are set by the rental agency and I called Ireland to confirm what he was told so he returned the car -- these same instructions are given to each rental client when they check-in for their car. He called back to ask why he was required to purchase the CDW insurance again and did not accept the answer given by the desk agent. I returned his call again to re-iterate the answer to him. In the end I provided no further information but I suppose hearing it from me was reassuring and I have decided to add this information to our Hints and Tips brochure sent with all documents.
My final call was from a client who had purchased insurance but was told she didn't when she checked-in for the car rental. Again, I went through my emails and found out that our quote system dropped the CDW somewhere along the way and so I told her I would refund her the CDW along the way. What she then told me was that she purchased ALL insurance options available, to the tune of $600 rather than the $200 I had provided her. She wanted me to call and have them reduce the insurance for her ... but this was an agreement she signed, not me. She had to return to the rental agency and sign a new contract to remove the Super CDW however she would pay for those few days she had used. We kept in touch via email throughout her trip which was nice but the last day before coming home I received a call, she was sick and could not make her flight the next day. I advised her to call the airline there in Dublin and advise of the situation, notify the front desk for an extra night and save all receipts. I could have called the airline but they'd be less than sympathetic and would require a change-ticket fee... the hotel would charge the going rate rather than keeping the pre-paid rate, again due to sympathy. They followed instructions and got on the next flight without an extra charge!
Hotels
Many clients have made requests that simply that, a request and not a guarantee and we do everything we can to make a note on the reservation to ensure the request is viewed and that they get what they want. It doesn't always work.
Years ago we went to Las Vegas with pre-paid accommodations, staying at the Paris Hotel right on the strip. Unfortunately we arrived at 11pm and when we checked in we found that our room was a smoking room and wreaked of stale cigarette smoke. Since we had pre-paid vouchers (which saved us money), we were unable to get them refunded and the hotel was full, no rooms available to move us to. Fortunately we had friends with us so we bunked in their room until someone checked out... and at that point we were comfortable and just stayed with our friends.
Clients aren't always so understanding, thinking we can control the hotels and demand that they change the room. I've had phonecalls from clients telling me they didn't like the B&B they were staying in while traveling Ireland -- a B&B that they chose! Requests for adjoining rooms that did not materialize have turned into phone calls and unhappy clients. I actually received an email telling me that the mattresses were soft and caused an aching back and that one hotel didn't have WiFi, both serious problems (simply telling the front desk and asking for another room might have gotten a firmer mattress.)
When there is an issue with a hotel the best remedy is to pleasantly head to the front desk and ask if a change is possible. Calling home to a travel agent will not help getting what you want.
