Handling Travel Emergencies Like a Pro (Without Losing Your Mind)

It was 11:47 PM on a Saturday when my phone buzzed. A client stranded at Heathrow—their connecting flight to Cape Town had been cancelled, the rebooking queue was three hours long, and they were supposed to be on safari the next morning.

I was in my pajamas. I'd had two glasses of wine. My laptop was in the other room.

Forty-five minutes later, they were rebooked on an alternative routing, the safari lodge had adjusted their pickup, and I was wide awake with that particular adrenaline that only travel emergencies provide.

This is the job. Not the pretty itineraries or the dreamy destination photos—this. The 11:47 PM calls. The impossible situations. The moments when someone across the world is counting on you to fix what seems unfixable.

Here's everything I've learned about handling these moments well.

Before Anything Goes Wrong

The best crisis management happens before there's a crisis. Set yourself up for success:

Build Your Emergency Toolkit

Keep these accessible at all times:

• Supplier contacts: Direct lines to your key hotel partners, tour operators, DMCs
• Airline contacts: Not the general customer service line—travel agent support numbers
• Local resources: Ground transportation, local guides, 24-hour services at major destinations
• Client documents: Copies of passports, booking confirmations, insurance policies
• Your own tools: Charged phone, laptop access, reliable internet wherever you are

I keep a folder on my phone with emergency contacts organized by destination. When a client calls at midnight, I'm not searching—I'm calling.

Set Expectations Early

During the booking process, make sure clients know:

• How to reach you in emergencies (and what counts as an emergency)
• Your typical response time
• What to do if they can't reach you immediately
• The value of travel insurance (this is when they'll be glad they bought it)

I give every client a one-page "emergency contact sheet" with my info, relevant supplier numbers, and basic guidance. Most never use it, but the ones who need it are grateful to have it.

Require Travel Insurance

I won't book a significant trip without travel insurance anymore. I've seen too many situations where insurance was the difference between a manageable problem and a financial catastrophe.

Make the case clearly:

• Medical evacuation can cost $50,000+
• Trip cancellation can happen to anyone
• Delays and interruptions are more common than people think
• The peace of mind alone is worth the premium

When emergencies happen, having insurance transforms your options.

When the Call Comes

Your phone rings. Something's wrong. Here's how to handle the first few minutes:

Stay Calm (or Fake It)

Your client is probably panicking. If you panic too, everything gets worse. Take a breath before you answer. Speak slowly and confidently, even if you're scrambling internally.

Phrases that help:

• "Okay, let's figure this out together."
• "I've handled situations like this before—we'll get you sorted."
• "Take me through exactly what's happening right now."

What not to say:

• "Oh no, that's terrible!"
• "I've never seen anything like this."
• "I don't know what to do."

You can feel those things. Don't say them out loud.

Gather Information Quickly

Before you can solve the problem, you need to understand it. Ask:

• What exactly happened? (Cancelled flight, lost reservation, medical issue, etc.)
• Where are you right now? (Airport, hotel lobby, side of the road?)
• What have you already tried?
• Do you have your confirmation numbers / booking details handy?
• What's your immediate need? (Rebooking, accommodation, medical attention?)

Take notes. In a crisis, details get fuzzy—for you and for them.

Triage the Situation

Not all emergencies are equal. Quickly assess:

Critical (act immediately):

• Medical emergencies
• Safety concerns
• Stranded with no accommodation tonight
• Missing connections with tight timelines

Urgent (act within hours):

• Flight cancellations with alternatives available
• Hotel issues with possible relocation
• Tour cancellations requiring rebooking

Important but not immediate:

• Refund requests
• Complaints about service quality
• Schedule preferences vs. requirements

Handle critical issues first. Everything else can wait.

Solving the Problem

Now you're in fix-it mode. Here's how to work through it:

Start With What You Control

Focus on variables you can actually influence:

• Alternative flights or routings
• Different accommodations
• Schedule adjustments
• Ground transportation options

Don't waste energy on what's already happened or what you can't change.

Use Your Relationships

This is when supplier relationships pay off. Direct contacts can:

• Override sold-out inventory
• Expedite rebooking processes
• Waive fees in exceptional circumstances
• Provide upgrades or compensation
• Connect you with local resources

I once had a DMC in Italy send a driver at 2 AM to rescue clients whose rental car broke down on a rural road. That's the power of relationships.

Be Creative

Sometimes the obvious solution isn't available. Think laterally:

• Can they fly into a different airport and drive?
• Is there a ferry or train that works?
• Could they extend somewhere and skip a portion?
• Is there a nearby alternative property?
• Can the trip be restructured rather than cancelled?

The goal is getting them as close to their original experience as possible—not necessarily following the original plan exactly.

Communicate Constantly

While you're working the problem, keep your client updated:

• "I'm on hold with the airline now—should have an answer in 10 minutes."
• "I've found a possible alternative, checking availability."
• "Good news—I have you rebooked. Sending confirmation now."

Silence feels like abandonment when you're stranded. Even "still working on it" is better than nothing.

Common Emergencies and How to Handle Them

Flight Cancellations

First step: Check if the airline has already rebooked them. Often they have—the client just doesn't know how to access it.

If rebooking is needed:

1. Check alternative routings on the same airline (use their alliance partners too)
2. Look at other airlines if timing is critical
3. Consider nearby airports
4. Calculate if driving or train makes sense

Pro tip: Airlines often have more inventory available through their agent line than what shows online. Call before giving up.

Lost Hotel Reservations

First step: Ask the hotel to check under different spellings, confirmation numbers, or dates. Sometimes it's a simple error.

If the reservation is truly lost:

1. Contact the supplier you booked through—they have documentation
2. Escalate to a manager at the property
3. If all else fails, ask them to accommodate anyway and sort out the paperwork later

Key point: The hotel should solve this, not your client. Be persistent on their behalf.

Medical Emergencies

This is different from other emergencies. Your role is connecting them to appropriate resources, not solving it yourself.

Immediate actions:

1. Ensure they're getting medical attention (local emergency services, hotel can assist)
2. Contact their travel insurance emergency line—they handle medical evacuations
3. Offer to notify family members
4. Coordinate any travel changes needed

Don't try to provide medical advice. Connect them with professionals.

Natural Disasters / Political Unrest

Priority: Safety, then logistics.

Steps:

1. Confirm they're safe and know local emergency procedures
2. Check embassy registrations and travel advisories
3. Work with airlines and hotels on flexible rebooking policies (usually available during declared emergencies)
4. Coordinate with local contacts about ground conditions
5. Consider evacuation if situation is serious

Stay informed: Sign up for destination alerts so you know about situations before clients call.

After the Dust Settles

Once the immediate crisis is resolved:

Document Everything

• What happened and when
• What actions you took
• Who you contacted
• What was resolved and how
• Any outstanding issues or follow-ups needed

This documentation is valuable for insurance claims, supplier disputes, and your own future reference.

Follow Up With Your Client

Check in a day or two later:

• "How are you doing after everything that happened?"
• "Is everything going smoothly now?"
• "Anything else I can help with?"

This demonstrates that you care about them, not just the transaction.

Debrief Yourself

After every significant emergency, I ask myself:

• What worked well?
• What could I have done better?
• Do I need any new contacts or resources?
• Are there any process changes I should make?

Every crisis is a learning opportunity.

Building Your Emergency Confidence

If you're newer to this, the idea of handling emergencies might feel intimidating. A few thoughts:

You're more capable than you think. Most emergency response is just organized problem-solving with urgency. You already know how to do that.

You'll get better with experience. Every emergency you handle makes the next one easier. The first time is the hardest.

You're not alone. Your host agency, your colleagues, your suppliers—they've all handled crises too. Don't hesitate to ask for help.

This is exactly why clients need you. Anyone can book travel when everything goes right. Your value becomes crystal clear when things go wrong.

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Want support when emergencies happen? Join Travelovin and access our advisor support team, supplier relationships, and resources designed to help you serve clients in any situation.