Be the Calm in the Chaos: How You Show Up Matters More Than You Think

Travel doesn’t always go according to plan. Flights get canceled. Hotels overbook. Weather delays arrivals. And sometimes, clients simply panic when the unexpected happens.

When that call or text comes in, your role shifts in an instant—you’re no longer just the agent who booked their trip. You are their anchor. And how you handle that moment? It speaks volumes.

Don’t Match Their Panic—Balance It

When a client is stressed or emotional, it’s easy to get swept up in their energy. But here’s the truth:

You can’t help someone else if you’re in panic mode too.

Your first job in a crisis is to remain calm—even when your heart’s racing. Your tone matters. Your words matter. What your client needs to hear is:

“I’m here. We’ll figure this out together.”

Panic is contagious. But so is calm.

What Are You Going to DO About It?

Sympathy alone won’t fix a missed flight or an overbooked resort. When a client calls in a crisis, they need action.

Ask yourself:

• Do you know where to find the emergency contact for your supplier?

• Are you confident in navigating supplier policies in a high-stress moment?

• Do you know how to clearly explain the situation and advocate for your client?

• Are you willing to pick up the phone—even when it’s uncomfortable?

If these questions give you pause, use this as motivation to get better prepared.

Because your job at that moment isn’t to react, it’s to respond.

It’s Not Just What You Say, It’s How You Say It

When dealing with suppliers or travel partners, how you communicate matters. Coming across as frantic, rude, or demanding usually works against your client—not for them.

On the other hand, being respectful, composed, and professional opens doors.

Try: “Hi, I need your help with something urgent. My client is currently…” instead of: “This is ridiculous—I need this fixed now!”

Professionalism builds cooperation. Panic builds walls.

Build the Skill That Builds Loyalty

Here’s what many new agents don’t realize:

Your ability to stay calm in a crisis is one of the most valuable things you bring to the table.

It builds trust. It sets you apart. And most importantly, it turns a one-time booking into a lifelong client.

So, if you know you have “freak-out tendencies”—work on them. Practice your calm voice. Prepare your resources. Anticipate common problems and know how to respond.

Because being the calm in the chaos? That’s not just good service.

That’s what makes you unforgettable.