Column: Crisis management -- when it's the client's fault

08/13/2013 | Travel Research Online

Travel agents may sometimes be called on to address a problem brought about by negligence on the part of the clients, John Frenaye writes. Constant reminders are key to avoiding this kind of problem, but when the unthinkable happens, it helps to have a cool mind and a backup plan to get a trip back on track, Frenaye writes.

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