Complaints Handling Training for Travel

Unhappy customers and negative reviews are the nightmare of any travel company, and with more platforms available than ever to call out bad experiences, the risk of reputational damage grows with every complaint. 

An effective complaints handling process and a confident, well-trained complaints handling team play a key role in preventing complaints from escalating. Ensure your team are prepared for any complaints they face, and have the skills and ability to turn an unhappy customer into a loyal brand advocate. 

ABTA’s Complaints Handling Training for Travel is ideal for those who handle or receive complaints on a regular basis and want a wider awareness and understanding of the complaint handling process.

Refresh your skills and hear best practice for responding to complaints effectively across a variety of channels including email, phone and social media. Benefit from group work, practical exercises and presentations.

Learn how to best gather evidence and report complaints including the importance of communicating changes and managing customer expectations. Understand how your industry peers deal with their customer complaints and discuss the common challenges you face.

Benefits of attending 

• Gain the skills and confidence you need to effectively deal with complaints
• Take part in practical exercises designed to improve your handling techniques for both phone and written complaints
• Get top tips for dealing with online reviews
• Bring your questions to the experts
• Hear real life examples and how your industry peers deal with their customer complaints.

Who should attend?

Travel professionals who are in customer facing roles. The training is designed to benefit both large and small companies and is ideal for all levels of seniority in the following teams and job roles:

• Customer services, customer care and customer relations teams
• Guest relations and guest experience teams
• Operations teams.