Leading InteleTravel agents share essential insights on managing price-matching requests effectively.
- During a recent conference, agents discussed the significance of added value over simple price matching.
- Laura Childs emphasised that clients often seek specialised service rather than mere price compromises.
- Caroline Dillon advised verifying quotes and exploring alternatives to meet genuine price-matching requests.
- Personalised service and showcasing additional benefits were highlighted as keys to client satisfaction.
In a panel discussion held at InteleTravel’s 2024 conference in Sorrento, renowned agents shared their strategies for managing price-matching requests, underscoring the importance of providing added value beyond mere price comparisons. Agents stressed the value of booking through specialists, which often outweighs the client’s desire for a price match. Laura Childs noted, “I don’t always assume that a client wants me to price-match. They’ve come to me for the service.”
Caroline Dillon recommended that, upon receiving a price-matching request, agents should first ask for a live quote rather than relying on screenshots. Confirming the authenticity of the price, agents can then explore various options, such as alternative suppliers or different hotels and airlines, to find a favourable deal. Dillon articulated, “There may even be a better hotel I can get for a better price,” and suggested offering excursions to enhance the holiday package.
Expanding on the idea of offering comprehensive service, Laura Childs stressed the importance of showcasing the agent’s ability to manage all booking aspects, from flight bookings to additional excursions, potentially increasing commission. “I’m a one-stop shop. I can do everything for them,” Childs explained, highlighting the multifaceted services provided by agents.
Alison Green added that clients should ensure competing offers come from companies belonging to the Association of British Travel Agents (Abta) before proceeding with price matching. If the external quote is indeed from an Abta member and includes like-for-like services such as luggage and transfers, then agents may consider matching the price, exploring various supplier arrangements to meet the client’s needs. Green noted, “My top tip would be don’t be disheartened – we’re not always going to be able to beat those online companies.”
Sinead Rochford emphasised the necessity of personalising travel services and advised agents to leave a personal impression on the client’s travel experience. Rochford remarked, “People do buy from people,” advocating that agents put their stamp on every service provided to achieve client satisfaction.
Price-matching requests are best managed by focusing on personalised service and added value rather than merely competing on cost.
