Navigating Travel Challenges with Grace:
Tips for a Smoother Journey

Travel can be one of life’s most exciting and meaningful experiences, but it can also be stressful and frustrating. Sometimes, things are out of our control—lost luggage, delayed flights, messed-up reservations, and more—but many things are well within our ability to smooth the waters, so to speak, and make our experience enjoyable, even if there’s a problem. Travel consultant and writer Christopher Elliott recently noted there are certain things that you definitely should not say if you’re traveling, encounter a problem and approach someone for help.

·         “Why can’t you just do your job?” That’s disrespectful and demoralizing for the person who, after all, is the one you want to fix your problem. Show empathy and respect by saying, “How can we fix this?”

·         “Do you know who I am?” Travelers who have to declare how important they are, whether they’re an elite-level frequent flyer, an “influencer” or a show business celebrity, are just annoying. Employees will find a way to make their lives miserable.

·         “I’ll sue.” Usually accompanied by yelling and swearing, this threat rarely gets the traveler anything more than a downgraded seat section on a rebooked flight or a less-than-desirable room at the resort.

·         “It’s my anniversary.” Hotel marketers say this is a well-known trick to get special treatment. Someone arguing with the desk clerk and using that excuse to demand better accommodations obviously doesn’t realize that everybody else waiting in line is there for some occasion or another, even if it’s just business.

·         “I know the CEO.” Definitely not the right thing to say, and virtually a guarantee to produce a less than enthusiastic response to whatever the problem may be. A related threat, demanding to be given the name of the employee’s supervisor, is also very unlikely to produce results. The best way of getting what you want is to let the facts of your case speak for themselves.

·         “But I’m American.” Absolutely the worst thing to say if you’re traveling overseas, or even overland to Canada or Mexico. In some parts of the world, that declaration will guarantee poor service. Also, remember that there are plenty of people in the world who don’t speak English.

 

So, what should we do when a problem arises and we really would like better service?

·         Be calm. Emotion is the enemy, whether something’s gone wrong or you just have a special request. A level-headed, rational approach is always best. You don’t want to have security showing up to escort you away.

·         Be factual. Describe what you want without embellishment. Let the facts speak for themselves. Every customer at the hotel or the resort, at the airport gate or on the ship, is important to the company. They want you to enjoy your experience so you’ll return (and spend more money). Plus, they know word-of-mouth and online reviews are important in generating new business—and preventing the loss of current customers.

·         Be friendly. Employees are people, even if they don’t look exactly like you or speak your language very well. In your own work, you know that every now and then things will go wrong, and your response is to bend over backwards to help. Well, the people you’re dealing with now that you have the problem are no different.

Travel is at record-setting levels world-wide, but expectations are sky-high, too. Getting preferential treatment is hard, but getting the worst treatment is only a few careless words away.

Ready to get out there and see for yourself? Give us a call!

Sue Tindell