Travel consultants regularly handle payment objections and upset clients, so the interviewer wants to see if you can explain non-refundable terms without losing the customer's trust or violating company policy.
Use a calm, three-step structure: acknowledge the client's concern, explain the payment or deposit rule in simple terms, and offer a policy-compliant alternative such as a credit, rebooking, or name change.
Start by taking a breath and lowering your voice, even if the client is already shouting. Say plainly that you understand how frustrating this is, and thank her for bringing it to your attention. Then explain the non-refundable rule in simple, calm English, not policy jargon. Say something like, "When we collected the deposit, the terms clearly stated that once paid, the amount cannot be returned, and I am sorry that this was not made clearer to you." Do not argue or defend the rule; just state it as a fact. Then pivot immediately to what you can do, because that is what saves the relationship. Ask if she would prefer to move the payment to a future travel date, transfer the booking to another person, or hold it as a travel credit with no expiry. If your company allows it, offer to check with your supervisor about a partial credit or a waiver, but never promise what you are not sure of. Close by confirming her preferred option in writing, and thank her for her patience. This approach shows you respect both the client and the company's rules, and it keeps the conversation solution-focused instead of defensive.
Many Filipino candidates would say "Ma'am, bawal po talaga i-refund yan" and then stop, which sounds dismissive. Instead, acknowledge the frustration first and explain the policy in English, then offer any alternative the policy allows.
Situation
During my practicum at a travel agency, I assisted at the front desk where a client called about a tour package she had put a deposit on.
Task
I needed to explain the deposit policy clearly while keeping the client calm and looking for any way to help within the rules.
Action
I listened first and acknowledged that her change of plans was stressful. I then reviewed the booking details and explained that the deposit was non-refundable because it secured a discounted group rate. I offered to check if the supplier would allow a partial credit or a name change for a small fee, and I documented the conversation in the booking notes.
Result
The client calmed down enough to consider the name-change option, and my supervisor later approved a courtesy waiver of the change fee because the client rebooked within the same season.
Stay calm, explain the policy in plain language, and offer alternatives instead of just saying no.
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