Nobody told us we needed that
Travel requirements change and vary by destination and nationality: visas, electronic travel authorisations, passport validity rules, transit rules, and health-related entry conditions at times. Responsibility for meeting them usually sits with the traveller, but clients expect their agent to point them in the right direction, and a good agent does.
In practice, it depends on memory. When you book, you might mention it. A week before departure, you might send a note. With a busy season, some clients get a reminder and some do not. The one who does not is the one who ends up at the check-in desk without the right authorisation, and the conversation that follows is about why you never mentioned it.
Why reminders are inconsistent
- Reminders are sent by memory, not by process.
- Requirements differ for mixed-nationality groups on the same booking.
- Some applications need doing well in advance, so a last-minute reminder is too late.
- There is no record of which clients were reminded and when.
- Advice given verbally is not documented.
Agents are rightly cautious about giving detailed advice on requirements, because rules change and depend on individual circumstances. The answer is a consistent prompt to check official sources, sent at the right times, with a record.
What an inconsistent reminder costs
A client denied boarding is a disaster for them and a bad day for you, even when responsibility was theirs. A complaint or review saying 'our agent never mentioned it' damages trust regardless of the rights and wrongs. And without a record of reminders, you cannot show what you told the client.
Dated reminders pointing to official sources
- Each trip records destinations, transit points and the nationalities of the travellers, from the passenger details form.
- A reminder schedule is created: one at booking, one well ahead of departure, and one closer to travel, at intervals you choose.
- Each reminder tells the client to check requirements for their destination, transit points and nationalities, and links to the relevant official government travel advice pages. We do not state the requirements in the message.
- The client can confirm they have checked, or ask you a question, from the reminder.
- Every reminder sent and every confirmation is recorded on the booking.
- Trips departing soon without a confirmation appear on a list, so you can make a personal call if you choose.
| Reminder | Timing (you set) | Content |
|---|---|---|
| At booking | With confirmation | Please check requirements, with official links |
| Well ahead | Before applications usually need to start | Reminder and official links |
| Close to travel | Shortly before departure | Final reminder, passports and documents |
| No confirmation | After the reminders | Flagged to you for a personal call |
A consistent message to every client
Every client gets the same well-timed prompt, whether you are busy or not. The message points to official sources, so you are not giving advice on requirements that may change. Clients who have not confirmed are visible to you before departure. And if a question ever arises, the booking shows exactly what was sent and when.
Imagine a family where one parent holds a different nationality from the others, travelling via a transit hub. The trip record holds both nationalities and the transit point. The reminders ask them to check requirements for each passport, for the destination and the transit country, with links to the official pages. The family confirms after the second reminder, and the confirmation sits on the booking.
Do your clients get consistent reminders?
- Pre-departure reminders depend on your memory.
- You have no record of which clients were reminded.
- Mixed-nationality parties are not prompted per passport.
- Some clients hear about applications too late to act.
- You worry about giving advice on requirements that may change.