Turn to solutions
Be clear, now is the time to move to solutions - signpost this.
Agree a follow up time. Give an exact time that you will get back in touch again (if you need to) and stick to it.
Now is the time to solve the issue. This is a turning point in their trip.
Isolate a final time. One more opportunity for them to share.
Ask them what they want. They will give you the answers!
End on a high note. If there is time, chat about the trip a bit. Let them know they can relax again!
Suggest your idea. Always check in with them.
“My goal is that, by the time you have dinner this evening, your trip will be back on track and you will feel completely confident in us again. What would you like me to do to make that happen?”
“Now I understand what has happened, I want us to make sure we can turn this trip around today and make sure the rest of your vacation is flawless. Let’s talk about solutions.”
“Thank you again for your time. Before I go and work on this, is there anything else at all that I can do for you today?
"I understand you have lost confidence and lost some relaxing time because of the stress. I would like to give you that time back and restore your faith in us. How about we arrange and pay for a wonderful experience this evening, like a special dinner at a reliable spot in your next city? How does that sound to you?"
I will leave you to a beautiful afternoon in [Location] and you’ll hear from me before 4:00 PM. Enjoy yourself!”
“I will speak to our ground partners now and give you a call back to confirm all the details, including your new, re-confirmed transfer, at 4:00 PM local time. Does that time work for you?”
Now is the time to solve the issue. This is a turning point in their trip.
Elise Brewster
Created on November 3, 2025
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Transcript
Turn to solutions
Be clear, now is the time to move to solutions - signpost this.
Agree a follow up time. Give an exact time that you will get back in touch again (if you need to) and stick to it.
Now is the time to solve the issue. This is a turning point in their trip.
Isolate a final time. One more opportunity for them to share.
Ask them what they want. They will give you the answers!
End on a high note. If there is time, chat about the trip a bit. Let them know they can relax again!
Suggest your idea. Always check in with them.
“My goal is that, by the time you have dinner this evening, your trip will be back on track and you will feel completely confident in us again. What would you like me to do to make that happen?”
“Now I understand what has happened, I want us to make sure we can turn this trip around today and make sure the rest of your vacation is flawless. Let’s talk about solutions.”
“Thank you again for your time. Before I go and work on this, is there anything else at all that I can do for you today?
"I understand you have lost confidence and lost some relaxing time because of the stress. I would like to give you that time back and restore your faith in us. How about we arrange and pay for a wonderful experience this evening, like a special dinner at a reliable spot in your next city? How does that sound to you?"
I will leave you to a beautiful afternoon in [Location] and you’ll hear from me before 4:00 PM. Enjoy yourself!”
“I will speak to our ground partners now and give you a call back to confirm all the details, including your new, re-confirmed transfer, at 4:00 PM local time. Does that time work for you?”