Reservation Agent how-to

How to Calm an Angry Traveler

Empathy works better than rules.

Updated By the Career Education Institute Curriculum Team
Quick answer

Empathy works better than rules. In short: listen; acknowledge; explain, then complete the remaining steps below.

Step by step

  1. Listen fully.

  2. Acknowledge feelings.

  3. Explain what you can do.

  4. Offer options.

  5. Follow through.

  6. Get help if needed.

Safety reminders for reservation agents

  • Follow security rules
  • Report suspicious items
  • Lift bags safely
  • Protect customer data

PNR · GDS · Fare class · Standby · Overbooking · Bag tag: see the full reservation agent glossary.

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