The Paris Olympics are nearly upon us, so how do you deal with last-minute requests from VIP clients around major world events – and deliver it all with a smile?
Sydney-based Virtuoso agent, Ann-Catherine Jones, who owns The Little Travel Boutique, says first up, don’t comment on pricing.
“Your perception of value may not be the perception of your traveller. The price is the price and most people understand that last minute means either last availability or the top tier rates, as they have missed out on the advance purchase savings.”
And, she says, always discuss a ‘last minute handling’ fee up front, because “you are effectively ditching all of the other business that you had scheduled to work on during that week”.
“I’m always calm and empathetic as there is always a reason that a client is coming to you last minute. Sometimes they have just had their leave approved… some people have just been advised they have been invited to a special event.
“The clients aren’t booking last minute to drive you bananas (although sometimes it feels like it). They are coming to you because you are exceptional.”
Melbourne-based Travel Associates advisor and business leader, Mark Langhorne agrees, saying clear communication is key.
“You need to be upfront with clients and outline to them that you will do everything you can to get them their preferred travel arrangements, but they must be flexible. They also need to be made aware that things may be a little more expensive due to the last-minute nature of the booking.
“Set expectations early in the consultation process and make sure the client fully understands that you will do all you can to make their experience one to remember.
“If all else fails and you can’t get them there at the end of the day, use what you’ve learnt about the client to suggest an alternative experience or set a date to start preparing for the next event in the calendar so they don’t miss out. “
Relationships matter during major world events
Jones says relationships are key to securing rooms during major events.
“Our hoteliers and DMCs are managing their room revenue and availability stringently and they are prioritising availability, rates and confirmations with those of us that have a proven track record with them with guaranteed business.
“Partnering with one of the companies who have access to the events tickets and accommodation allocations is the easiest way to organise the special events. There are plenty of Luxury DMCs and companies who do this day in and day out who will make it easy for you.”
Langhorne agrees.
“We have some amazing contacts within hotels throughout the world. This relationship does give us access to last-minute availability at these properties and does help us to locate, if available, those last-minute rooms in some of the nicest hotels in the world.”
Going the extra mile during major world events
Langhorne says sometimes you just have to go the extra mile – and it always pays off.
“I had clients book a last-minute cruise to South America on a luxury cruise line. The client had to have a physical visa for Brazil, which at the time could take up to four weeks to get. We did not have that amount of time between when we booked it and when the client left.
“It meant I had to get a little creative and call in some favours from someone I knew in the Australian Government. They had a contact at the Brazilian Consulate in Canberra. This then required me to go into the Brazilian consulate and speak to them and plead with them to have my client’s visa issued. In the end, I had it the next day. So going that extra mile for your clients makes all the difference.”
Jones says she too had a situation that proved tricky, but with a bit of effort, everyone got the result they wanted.
“I had clients booked to the UK and Europe last year and then five days out they decided to add Wimbledon. I sourced the tickets and locked them in, amended their accommodation in London, pushed all the dates for all the other arrangements back by four days and reissued the return flights within 24 hours.
“It went from a conversation of, ‘we just realised Wimbledon is on the last day we are there, are tickets still available?’ to a yes, let’s do it, as soon as I knew we could get tickets (that cost a fortune), and I charged service fees for my time and the clients think I am a magician. They knew it was all under control and started looking for outfits to wear!”
For more information, Ann-Catherine Jones and Mark Langhorne.
