u/veozemylvvkyicn

My brother and I run a tiny agency from a small office in our home so everyday we’re learning new things and trying to grow.
Sometimes some issues are making us struggle a bit especially a recent case with client’s cancellation. Client booked a full day tour for a family of 6. Their booking includes early pickup, private guide, prebooked tickets, van, the whole thing. We locked everything in a month ago till they just left a last minute message justifying themselves of why they cancelled but the thing is that most of it is done for example the driver has already left to pick them up and the guide too.
We do have a 48h cancellation policy but sometimes things deviate. Since they justified themselves and everything, I had to be careful of how I respond or what I do.
The thing is I still had to pay the guide and the driver because they had already shown up and this is a loss for our agency like working for free
I'm starting to wonder how other agents handle these situations without damaging the client relationship or constantly absorbing the cost themselves.

I'm trying to find a reliable way to compare tours for clients and apparently the internet thinks my job is to open 47 tabs, read half a paragraph, and hope the package doesn't hide fees like it owes someone money.

I've been looking for something more like a proper travel agency tool, the kind that lets you see what a tour includes timings reviews pickup stuff, and all the lovely little details that turn a nice trip into a client calling me at 9pm from a bus stop. because that is of course the dream.

If you've got a system that makes this less of a circus, I'd love any tips thanks in advance.