When it comes to building a truly exceptional client experience in travel, in-destination communication and post-trip follow-up are two of the most critical, yet often overlooked, touchpoints. They’re your last chance to empower, protect, and impress your clients. Done well, these phases strengthen trust, reduce liability, and lay the groundwork for referrals and repeat business.
Why Your Bon Voyage Email Might Be Your Most Important One
That final email you send before your client departs? It’s not just a checklist. It’s your best opportunity to set expectations, empower your client, and protect your business.
Here’s what that email must include:
- Emergency contacts for every destination, including DMCs and after-hours support.
- WhatsApp numbers or local support lines clearly labeled by use case.
- Your working hours, especially if you’re in a different time zone.
- Terms and conditions, cancellation policies, and financial disclaimers.
- Clear escalation points, so clients know exactly who to contact and when.
Being overly reliant on yourself, or worse, gatekeeping on-the-ground contacts, can lead to avoidable disasters. Empowering clients to self-serve for smaller issues not only protects your time, but it also builds trust.
Set Boundaries and Stick to Them
Make your availability and responsibilities crystal clear. You’re not a 24/7 concierge. You’re a strategist. Be explicit in your wrap-up documents or Loom walk-through:
- List your hours of availability and how you’ll respond after hours (if at all).
- Position DMCs and in-destination partners as allies, not replacements.
- Use email for updates, not text. Texting can feel personal and opens a slippery slope.
You might also consider offering in-destination communication as a paid upgrade. Whether that’s $50–$100/day or bundled into a premium package, this service should be deliberate, limited, and profitable.
Manage Expectations Before the Plane Takes Off
A great client experience starts when they sign your agreement (as we’ve discussed in the other episodes of the Client Experience Series). Before your client gets to the airport they should already have:
- Clarity around what you do and don’t handle (like airfare).
- Understanding of potential escalation paths.
- Knowledge of common hiccups—missed transfers, delayed flights, wrong room types—and explain who they should contact first.
Make sure they know: You’re the talent, not the help desk.
Use Tools to Protect Your Peace
The ClickUp Business Hub and itinerary platforms like Travefy or Axus can help formalize communication. Encourage clients to use in-app messaging or group chats with DMCs for real-time help.
Automation tip: schedule your check-in emails to land after their first glass of wine, not as they’re navigating the baggage claim.
Don’t Skip the Post-Trip Touchpoints
Failing to incorporate post-trip touchpoints is where many advisors drop the ball.
- Send a welcome home survey two days after they return.
- Ask: “What do you wish you’d known before your trip?”
- Offer a 30-minute debrief call for feedback and to gather testimonials.
You’ll uncover operational insights, catch any service gaps, and collect glowing praise to repurpose later. Use those testimonials in your marketing and store them in a tool like the ClickUp Content Hub.
Pro Tip: Ask Better Questions
Generic feedback forms won’t cut it. Instead, ask:
- “What would you tell a friend about working with me?”
- “Was this trip aligned with your original vision?”
- “What stood out as exceptional—or just okay?”
These responses give you high-converting testimonials and operational gold.
Keep the Relationship Warm
Nurture the relationship beyond the return flight:
- Check in 6–12 months later.
- Offer planning discounts for loyal clients.
- Ask for referrals directly: “Is there anyone you’d feel comfortable connecting me with?”
Building trust and longevity is part of what makes the client experience in travel a strategic advantage.
Final Thoughts
Don’t let a great itinerary be overshadowed by a lack of boundaries or poor communication. With the right systems and expectations, you can deliver a seamless client experience that builds loyalty, generates referrals, and protects your peace.
Need help getting your systems aligned? Grab our Tech Stack Checklist to streamline your client communication and reduce stress at every touchpoint.
Comments +