I’ve had quite a few rail bookings this year; it’s my older clientele in particular who like to travel by train and they appreciate a bit of extra support. At times I’ve had disruptions to their itineraries with substantial changes made and it’s caused more headaches than I think were necessary, had I planned less for each day or more two-night stops. Here are eight things I’d advise my fellow agents to do when booking a rail itinerary.
1. Plan with a purpose
Start with why. Is there an event or experience your clients are looking for, are they trying to see more of a region, or simply avoiding the pain of airport queues and potential delays? Understanding the ‘why’ helps narrow down the options and add those unique experiences that will make your service stand out.
Whilst planning a solar eclipse trip recently, I suggested travelling by rail. Bringing a new dimension to the trip, rail would allow them to see more of Europe, interacting with locals along the way. Their tour was all about experiences and they were delighted with the suggestion, even more so because they hadn’t considered it.
The Rocky Mountaineer was the highlight of my clients’ tour of British Colombia. It wasn’t on their to-do list, but as soon as we talked about the huge windows and stunning scenery they were sold. They still talk about it now: ‘The scenery left us speechless, and the entire experience felt world-class.’
2. Leave some wriggle room
When it comes to day plans, less is more. I thought I had the perfect itinerary for my client, until with a month’s notice, I learned the direct train from Paris to Zurich wasn’t running and his journey would take over 12 hours. I’d crammed too much into one day, assuming everything would run smoothly. It was a stressful couple of hours, but by adding a night in Geneva en-route we were able mitigate the delays. Fortunately, it didn’t cost extra, and the client was relieved I’d found a work-around for him. It was a great lesson that rail travel should be enjoyed slowly. Moving forwards, I’ll keep journeys to a half day where possible and including more two-night stays to provide the wriggle room needed when things don’t go to plan.
3. Offer upgrades – they are cheaper than you think
It’s surprisingly good value to upgrade from second to first class on several European rail routes. I’d arranged a scenic trip taking in Berlin, Prague and Vienna and included upgraded journeys between Brussels and Cologne. The clients were thrilled with the unexpected upgrade. It’s all part of a unique journey and a story to tell when they get home.
4. Provide support and validations
Familiarise yourself with the requirements of the train company and communicate these early. Some trains require validation on the day of travel, and this can be stressful for clients. You can usually validate tickets online or in-person. I had this experience recently and after reading the instructions, I decided to get up early and log into Trenitalia to validate and send the client his tickets. Whilst anxious initially, he received his ticket whilst enjoying his coffee and croissant and could not have been happier with the help. I find WhatsApp useful for staying connected and answering questions as they arise in these circumstances.
5. Explain connections
The mad dash for a connection is no-one’s idea of fun and the first challenge for a Eurostar passenger is making their way from Gare du Nord to their next station. However, it is straightforward, especially with enough time planned in. Despite initial anxieties, clients find they can transfer without issue. The key is to provide this information up front, so it doesn’t come as a surprise. I share a map and information about timings, costs, and options.
6. Managing the paperwork
There is a danger that clients are overwhelmed with information and can’t see the woods for the trees. I use a travel app, to provide a day-by-day itinerary, travel vouchers and map links for hotels and stations. Whilst digital apps are helpful, on a fast-paced trip having a printed ticket is reassuring and often necessary.
7. Combine rail with one-way flights
Don’t be afraid to suggest a one-way flight if it makes a trip possible. This summer a client was travelling to Lake Garda for a wedding, he only had 10 days and wondered if he could manage the trip by rail. I suggested a stunning route to include the Bernina Express through the Alps, taking in Geneva, Zurich, and Milan, making the most of the journey.
He then took a flight back to the UK from Milan, getting him home right on time. He’s just got back and had the best time. The trip was an opportunity to step out of his comfort zone and now he feels ready for the next adventure.
It’s such a joy to hear people talking about these kinds of experiences, where they’re not sure about it at first, but end up loving it. With more enquiries by the month, I’m keen to help more clients enjoy hassle-free rail holidays.
8. Encourage clients to pack like a pro
I did a group rail trip in Morocco last year and some people struggled with their luggage. Unlike travelling in a private vehicle, trains create more time pressure to board, stow luggage, and find your seat. I’ll park the stories of jostling with locals to keep our seats for another day, but I’d recommend packing lightly enough that you can lift your bags on board. My essential packing list includes a power bank, audio book, eye mask and ear plugs for the overnighters.
