Episode Details

In this episode of The Travel Agent Guide Podcast, we break down one of the most important—and often overlooked—parts of creating a smooth travel experience: the pre-departure call.

If your clients are constantly calling you while they’re traveling, reaching out on weekends, or waking you up in the middle of the night when something goes wrong, the problem may start before they ever leave. A strong pre-departure process helps prepare travelers for what could happen, shows them exactly where to find the information they need, and gives them the confidence to handle common travel problems on their own.

Join us as we discuss how to structure an effective pre-departure call, set clear expectations with your clients, prepare them for common travel hiccups, and give them the tools they need to self-rescue—without sacrificing the level of service that makes a great travel advisor.

Timestamp:
00:00:00 Introduction
00:01:07 The Perfect Pre-Departure Call
00:02:09 Building a Pre-Departure Call Into Your Process
00:04:18 Do Pre-Departure Calls Really Reduce Client Calls?
00:06:04 Teaching Your Clients to Self-Rescue
00:06:50 Setting Boundaries With Your Clients
00:10:19 What If a Client Skips the Pre-Departure Call?
00:12:49 Walking Through the Itinerary
00:14:12 Preparing Clients for Flight Problems
00:15:45 Preparing for Delays, Cancellations & Transfers
00:18:01 Setting Destination Expectations
00:19:15 Currency, ATMs & Travel Essentials
00:20:12 Creating Destination-Specific Pre-Departure Emails
00:21:42 Discussing Payments Before the Trip
00:22:43 Dining Reservations, Tipping & Expectations
00:24:17 Setting Hotel & Room Expectations
00:25:56 Creating Your Pre-Departure Checklist
00:26:20 Cruises, Resorts & Future Bookings
00:26:51 Preparing Clients for Timeshares
00:28:32 Traveling Internationally With Kids
00:29:26 Setting Realistic Destination Expectations
00:30:44 Packing Tips for Travelers
00:32:02 What Clients Should Pack in Their Carry-On
00:34:03 Final Travel Preparation Reminders
00:34:54 Building a Strong Pre-Departure Process
00:36:07 Final Thoughts

Whether you're a new travel advisor developing your client process or an experienced advisor tired of being your clients’ 24/7 emergency hotline, this episode provides practical strategies to help you prepare travelers more effectively while protecting your own time.

The goal isn’t to disappear when your clients need you. It’s to make sure they leave home knowing where to find their information, who to contact, and what to do when travel doesn’t go exactly according to plan. When your clients feel prepared and confident, they’re better equipped to navigate the unexpected—and you can provide excellent service without being on call every hour of the day.

🎧 Subscribe for more practical strategies, honest conversations, and actionable advice to help you build a stronger travel business.

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Have questions or want to share your own experiences with pre-departure calls, client emergencies, or setting boundaries while your clients travel? Connect with us in our Facebook group, The Travel Agent Guide, where we provide resources, support, and a community for travel advisors.

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