One to two weeks prior to departure date, call or email the client (follow agency specific protocol) to remind them to bring their travel documents & valid passports (if applicable). Use the dashboard in VCRM daily to stay on top of who is getting ready to travel. “Things to Know Before You Go” email should be sent to client on behalf of the agent – customized to their specific trip details so all last-minute questions are answered before they ask (record locator number for online flight check in, name of transportation company to look for, should they take cash, should they change their currency, what to bring, general guidelines for cultural differences etc.)

Customization -Added Touches: go above & beyond to WOW customer always, look for possible opportunities to do so, for example, offer to reserve optional tours & excursions in destination ahead of time. Where available, offer to arrange private candlelight dinner, private transfers or a spa service. Jamaica – offer roundtrip Club Mobay fast track airport service. Disney – offer to set up Dining Reservations in advance.

Airline Schedule Changes: Check for these! Tour operators will notify agent of any flight schedule changes via email. A minor change (less than two hours) will automatically be accepted by the tour operator & notification via email is sent to prompt agent to update client itinerary in VCRM, and subsequently notify the client. Within the VCRM itinerary remarks it should also be noted with the day’s date: “Please note airline schedule change.” Major air changes are placed in a pending situation until the agent has found alternative flights that are acceptable to the client.  In this instance, the agent notifies the TO of the new desired scheduled. Provided the new schedule is with the same airline and there is availability, this is an easy adjustment. Occasionally, major changes are more challenging and may necessitate a change of airlines, or change of travel dates, or change of airports.  The client may refuse the airline’s major schedule change for a refund. It is imperative updated flight info is provided to the transfer company!