Unit 5

Dealing with complaints/problems/difficult situations

Solving any problems related to itineraries, services or accommodation is another responsibility a travel agent or a tour guide obliged to take on. Some common communication problems could be an incorrect recording of data, making mistakes when using internationally accepted abbreviations in the hospitality industry, etc. Some issues may also arise because of psychological attitudes of tourists - unwillingness to show understanding when a problem occurs, different types of customers who are always dissatisfied, "know-it-alls" and customers who do not have an exact idea of ​​their vacation or trip and hesitate between different options ("the indecisive"). Other possible issues are customer complaints about services, making cancellations of reservations for various reasons: military actions, pandemics, natural disasters, changes in the tourist's work schedule, health reasons and changes in plans for reasons beyond the customer's control. In addition, there are problems related to the route itself or its change: a technical problem with a vehicle or incidents with a tourist from the group and, in extreme situations, a traffic accident. Sometimes changes in initial itineraries occur in case of sudden climate changes.

Tour guides and travel agents have to be good psychologists and interlocutors. They have to possess qualities such as responsibility, flexibility, discretion, loyalty, patience and diplomacy. There are some basic rules for the successful handling of complaints. First of all, complaints should never be ignored. Listening to tourists with empathy and understanding is a must. In most cases all or some of these steps of dealing with complaints should be followed:

1. Show sympathy
2. Apologise
3. Give an explanation
4. Promise action
5. Offer compensation

Travel agent: A             Tourist: B

A complaint about the accommodation

A: Good morning, how can I help you?

B: I’m Amy Taylor. I’d like to make a complaint about my holiday at Star Hotel last week organized by your agency.

A: I’m sorry to hear that, Mrs Taylor. What exactly was the problem?

B: Our reservation was for a suite with an ocean view but when we arrived at the hotel the receptionist insisted that the record was for a standard room. We wanted to be accommodated in a suite even if it meant paying more but it was impossible. The hotel was fully booked because of the high season. Anyway, that’s not all. The room was too small and with two single beds instead of a king-sized bed. That situation almost ruined our holiday.

A: I’m very sorry you were unhappy with your holiday. I understand how frustrating it must have been for you. Let me check why it happened.

…

Well, I’ve already checked, it is our fault, Mrs Taylor. Unfortunately, our colleague made a mistake while entering the data.  We do apologise. We also promise we’ll try to do our best so that such situations won’t happen again. In compensation, we would be happy to offer you a 20% refund

B:  I’d like to ask how and when I will receive it?

A: Well, we’ll transfer the refund to your bank account within a week.

B: I’ll be looking forward to having it. It’s at least something. Thank you.

A: My pleasure. Have a nice rest of the day.

Tour guide: A            Tourist: B

A complaint about the food served at a restaurant during a tour

B: Excuse me, can I talk to you about a problem that has just occurred?

A: Yes, Sir. How may I assist you?

A: Look, I’m a vegetarian and the travel agency has recorded it but I was served a grilled steak for lunch.

A: I’m very sorry to hear it. I do apologise for the inconvenience. I’ll take measures immediately and your dish will be replaced with a vegetarian one. Do you have any preferences?

B: Actually not. But I’m a pescatarian so the steak could be replaced with some fish.

 A: I see. Give me a moment, please.

…

…

A: The problem is solved, Sir. The waiter will bring salmon with a seasonal salad in a few minutes.  And a complimentary glass of white wine. I apologise once again on behalf of the establishment. Bon appetit.

B: That’s much better. Thank you.

A: My pleasure.

Apologizing

• I’m (very) sorry to hear that … It must have been really frustrating.
• Oh, I’m sorry about that.
• I apologise … / I do apologise…
• My apologies …
• I’d like to apologise for …
• I apologise for the inconvenience …
• Please accept our apologies for …
• I’m so sorry, but this will never occur /happen again.
• This won't happen again.
• I’m very sorry you were unhappy with your holiday/trip.
• I understand how frustrating/upsetting/ disruptive this problem has been for you
• I understand how this must have impacted you.

Giving reasons

• This was because …
• I can explain that. You see, …
• The main reason for this is …
• Unfortunately, this was unavoidable as …
• Please, tell me exactly what the problem is …

Taking actions

• Thank you for bringing this matter to our attention. Let’s see how we can fix that.
• I am glad that you have brought this to our notice. Let me take care of it.
• I’ll make a note of that now and I’ll look into it.
• I’m sure that we can sort it out …
• I suggest you leave it with us and we’ll see what we can do.
• I will send someone to take care of it.
• Let me check and see what happened.
• Let me have a look at it and I will get back to you.
• I promise you that it won’t happen again.
• In the future we will …
• I can assure you that…
• In compensation, I’d like to offer you…      
• I’m afraid there isn’t much we can do about it.

When changes to the itinerary are necessary, the tour guide is obliged, after coordination with the tour operator, to offer a replacement with another tourist site. First, the tour guide has to contact the tour operator, explain the unexpected situation and give a possible solution or discuss the problem. After the change is approved, the tour guide tells the group about it, explaining the reason why the initial itinerary has been changed. An itinerary could be changed due to a sharp deterioration of the weather, ice roads or road closures, which leads to the exclusion of some places and objects previously included in the itinerary.

Tour guide: A             Tourist: B

An Itinerary Change

A: May I have your attention, please? As you can see, the weather has deteriorated sharply. We received information that the Veliko Tarnovo Arbanasi road section is closed by the traffic authorities and, unfortunately, we will not be able to visit the Arbanasi Architectural and Museum Reserve, as it was according to our itinerary.

B: And what will we do then? We have paid for this visit.  What more should we do here? It’s freezing cold outside.

A:  I do apologise for the inconvenience. I understand how upsetting this problem is for you. In compensation, we’d like to offer you a visit to the Tsarevgrad Tarnov Multimedia Visitor Centre, popular as a wax museum.  It’s a first-class attraction and is located near Tsarevets Hill, in the very heart of the old capital city. I’m sure that you will like it because everyone says it’s spectacular.

B: And why this Multimedia Centre, what is it about?

A: Well, it’s really fascinating and within walking distance of us. Historical figures and memorable events from the period of the Second Bulgarian Kingdom are presented there in the form of sculptures and murals. The life of the different social strata in medieval Bulgarian society is visualized rulers, clergy, military strata and craftsmen. The rich history of Tarnovgrad as a symbol of royalty, military glory and spiritual power is represented. Scenes from the Bulgarian Middle Ages and especially the greatness of Tarnovgrad during the reign of the Asenevtsi Dynasty have been recreated. You can also see the figures of Tsar Kaloyan and Tsar Ivan Asen II. The scene representing the capture of Baldwin of Flanders by Tsar Kaloyan is extremely impressive. And one more thing. Because the museum can’t have a big group like ours, we will split into two halves and while the first part is visiting the Multimedia Visitor Centre, the rest will be having a complimentary coffee and drink with traditional sweets at the café nearby. Then the groups will swap. Do you follow me? Any questions?

B:  Yes, I have another one. Do we have to pay an entrance fee for this museum?

A: Of course not, the entrance fees will be paid by Miracle Tours. If you have more questions, don’t hesitate to ask me.

B: No, that’s all.

A: Good. Then follow me, please.

• Stay calm and listen without interrupting
• Try to empathise with your customer
• Don’t take it personally
• Find the reason why the customer is angry
• Call your manager if necessary
• Follow up how the problem has been solved