The morning I became a die-hard supporter of destination management companies (DMCs), I opened my inbox to a long string of emails I had slept right through.
A client had a passport problem, and I had helped her secure a last-minute appointment to solve it; the plan was for her to join her family on their Miami layover and continue to Croatia together. Her appointment ran late, she missed the connection and she landed in Split behind everyone else. The family assumed that they would lose a night together, wait for her and then reschedule their ferry to Korcula once she arrived
Admittedly, the logistics were ambitious — I wouldn’t typically send clients from an airport straight onto a ferry, and that lesson stuck.
The bigger lesson was in my inbox: The DMC had stayed in contact with the client and arranged a private boat to Korcula, which meant that the family did not miss a night together. I would not have thought to source a private boat; I would have suggested an overnight in Split or helped her find the next day’s ferry.
Would I have answered my phone had my client called? Absolutely. But because I had empowered my clients to escalate, they went straight to the DMC, in the middle of my night. I would have been up until I knew it was resolved; instead, I slept, the client had a great experience and the DMC proved its worth.
That is what a great partner does. Here are six ways suppliers can help you step away, and how to vet for each.
1. Score Suppliers Before You Sell Them
Gut feelings are a lousy vetting tool. The Supplier Evaluation Framework we built at Tique scores every supplier from 1 to 5 across seven categories, including emergency support and problem resolution. Anything under 28 out of 35 doesn’t make the cut, and a supplier with no crisis protocols is out no matter what else they offer. The framework, complete with the scorecard and a full list of questions to ask, is a resource inside the Niche community.
If a supplier can’t answer a phone call at 2 a.m. local time, you are the backup plan, and backup plans don’t take vacations.
2. Make 24/7 In-Destination Support the Baseline
If a supplier can’t answer a phone call at 2 a.m. local time, you are the backup plan, and backup plans don’t take vacations. Ask for the emergency line and know who staffs it before you ever quote.
Jamie McCarron, founder of Awen Advisory, makes this a rule.
“I will only work with suppliers that offer 24/7 in-destination support, and I treat it as the baseline, not the plan for dealing with contingencies,” McCarron said.
3. Ask the “What If” Questions Up Front
Ask any prospective supplier partner how they handle cancellations, natural disasters and political issues. Then, ask how fast they can arrange alternatives and who pays for the extra costs. Next, ask this very important question: Do they speak directly to my clients, or only through me, their travel advisor? A supplier who expects the advisor to run the crisis is not a partner. They may also end up being a liability.
A supplier who expects the advisor to run the crisis is not a partner. They may also end up being a liability.
4. Test Their Support Yourself
Kristin Vetter, founder of Salty Luxe Travel, vets the hard way.
“I’ve traveled with many of the same suppliers I book, so I’ve experienced their support firsthand,” she said.
Of course, advisors won’t be able to travel with every supplier they consider, and they don’t need to. I recommend advisors narrow their portfolio to three suppliers per destination; that makes firsthand experience realistic. It’s also one more good argument for niching down.
5. Choose Partners Who Know Your Client
Tiffany Raymond, founder of Wanderlust Travel Group, says ownership on the ground makes the biggest difference.
“When the DMC knows the client personally — what they’re celebrating, what they enjoy and the details of their trip — it makes them feel truly cared for and allows me to step away knowing they are in excellent hands,” she said.
Advisors can build that story into their supplier proposal request. Include what the client is celebrating, what they enjoy, and the details of the trip in the very first ask, so the DMC knows the clients before they land.
6. Put Air on a 24/7 Desk
Delays and missed connections don’t care what time it is at home. Some host agencies include an air desk in-house, and third-party desks are a fee advisors might pay like any other supplier. Either way, ask whether it’s staffed around the clock and who rebooks a stranded client at 2 a.m. Make sure the answer isn’t only you.
Stop Being the End of the Line
When the buck stops with you, you are on call, and that leads to burnout. Frankly, there is no reason for it, other than pride.
Vicki Sneed, owner of Vicki’s Travel Designs, shares every contact number with her clients and walks through them on a pre-travel call.
“This is the best way to not be ‘on call,’ and to be able to travel while your clients are traveling,” she said.
Many of us believe our value is in piecing every trip together ourselves, but our value is the client’s experience. Build each trip around partners who can protect it, and you finally get to step away.
