Tell me about a time when you had to handle a last-minute change to a travel itinerary.

Sample answer to the question

One time, I was handling a travel itinerary for a client who was planning a trip to Hawaii. Everything was going smoothly until a few days before the trip when the client called me with a last-minute change. He had decided to extend his stay by a few days and wanted to add some additional activities to his itinerary. I immediately sprung into action, contacting the airlines and hotels to see if any changes could be made. Thankfully, the airlines were able to accommodate the change and I was able to reschedule the flights without any extra charges. I also managed to secure the additional hotel rooms and book the requested activities. The client was extremely grateful for my quick response and flexibility, and he had a fantastic trip to Hawaii.

A more solid answer

I had an experience where I had to handle a last-minute change to a travel itinerary for a client who was going on a business trip to London. A day before the trip, the client informed me that his business meetings had been rescheduled, and he needed to change his flight and hotel bookings. I immediately contacted the airline and hotel to inquire about the possibilities of making the changes. While the airline couldn't reschedule the flight without incurring extra charges, I was able to find an alternative flight that would fit the client's new schedule. I also managed to negotiate with the hotel to change the reservation dates without any penalties. I promptly provided the client with the revised itinerary and ensured that all the necessary details, such as the new flight times and hotel confirmation, were communicated to him. The client was appreciative of my quick response and the seamless handling of the last-minute change.

Why this is a more solid answer:

The solid answer provides specific details about the candidate's experience with a last-minute change to a travel itinerary, showcasing their communication skills in dealing with the client and coordinating with the airline and hotel. It also demonstrates their problem-solving skills in finding alternative solutions to accommodate the change and their ability to handle stress in a fast-paced situation. However, it could further highlight the candidate's organization and attention to detail in ensuring all the necessary information is communicated to the client.

An exceptional answer

In my previous role as a Travel Agent, I had the opportunity to handle a last-minute change to a travel itinerary for a group of clients who were planning a multi-country tour of Europe. Two days before their departure, one of the clients fell ill and was unable to join the trip. This required rebooking all their flights, hotels, and activities for a group of 10 people. I immediately contacted the airlines, hotels, and tour operators to explain the situation and request any possible accommodations. It was a challenging task considering the complex nature of the itinerary and the limited availability due to peak travel season. However, I persevered and managed to secure new flights for the group, rearranged the hotel reservations, and made alternative arrangements for the activities that had already been booked. I provided the clients with the revised itinerary, including all updated travel details and a detailed breakdown of the additional costs incurred. Despite the unexpected change, the clients were extremely satisfied with the level of service and seamless transition. They praised my dedication, problem-solving skills, and ability to handle stress under pressure.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by describing a more complex scenario where multiple travel arrangements had to be changed for a large group of clients. It showcases the candidate's ability to handle a high-stress situation and their exceptional problem-solving skills in finding alternative options. The answer also highlights the candidate's attention to detail in providing the clients with all the necessary information and the additional costs involved. However, it could benefit from including specific examples of effective communication and teamwork.

How to prepare for this question

Familiarize yourself with popular airlines, hotels, and travel booking systems to be able to quickly navigate and communicate with them in case of last-minute changes.
Develop your problem-solving skills by practicing scenarios where travel itineraries need to be revised or rearranged due to unforeseen circumstances.
Improve your communication skills by role-playing with a friend or colleague, simulating conversations with clients or travel service providers regarding last-minute changes.
Enhance your organizational skills by creating a checklist or template for handling last-minute itinerary changes, ensuring that all necessary steps are covered.
Stay updated with current travel regulations and trends to be able to provide accurate information and advice to clients during unexpected changes.

What interviewers are evaluating

Effective communication and interpersonal skills.
Detail-oriented with an aptitude for planning and organization.
Ability to work independently and as part of a team.
Problem-solving skills and the ability to handle stress.