Ask-An-Advisor: Do You Ever Warn Clients About Entry Requirements or Possible Denials?

by Daniel McCarthy / September 27, 2024

This is 2024’s final edition of TMR’s Ask an Advisor series, a regular column where a team of travel advisors tackles questions from others in the industry. All questions from this series have been submitted by readers and vetted by the TMR editorial team. This comes from an advisor wanting advice on dealing with entry restrictions.

Dear Panel,
There are so many countries that have entry restrictions and possible denial of entry if you have a DUI (looking at you, Canada), or a criminal record (Australia), or something else completely. There’s also some places where you can be arrested for bringing in certain things to the country (I read the story about an American getting arrested for bringing ammo to the Caribbean). Do you ever warn your clients specifically about entry requirements like these or rules like these prior to trip planning?

Melinda Fortunato, Owner, Best Travel

Our clients trust us to be the experts who keep them informed of any safety concerns and regulatory changes that might impact their vacations. Providing this information not only ensures their travel plans go smoothly but also reinforces our credibility as knowledgeable professionals. However, we can’t anticipate every scenario or know every updated regulation at any given time. You must have terms & conditions drafted by a lawyer to protect your business. These terms should clearly state that travelers are responsible for understanding the travel restrictions and regulations at their chosen destinations. Have systems in place to make sure that your clients sign your terms & conditions before moving forward with their travel plans.

Create various touchpoints in your communications to keep clients informed to protect them potential travel disruptions. For example, on your client qualifying form, add a section where clients can indicate if a DUI or criminal record may apply. This ensures you address potential issues early in the planning process.

Add links to state department websites and official travel advisories of the destinations to your clients’ travel itinerary. This gives your clients the tools they need to stay informed. On your client qualifying form, welcome email, newsletter, destination details email, you can include important information that may apply to all travelers like passports must be valid for 6 months after their return.

This approach minimizes the risk of travel disruptions and demonstrates your commitment to providing exceptional service.

Melinda Fortunato is a passionate travel advisor in the Washington DC area with over 10 years of experience and a lifetime of travel experience as a military wife and child. She is the owner of Best Travel, a luxury travel agency that provides high-touch service and custom travel planning. Melinda actively advocates for the travel advisor industry as a Champion for Women of Travel Leaders, ASTA Mentorship Committee member, Nexion Advisory Board, and Past President of the ASTA Central Atlantic Chapter.

Jennifer Doncsecz, CTIE, President, VIP Vacations Inc

It is our job as travel advisors to alert our clients to specific entry requirements for each destination. Realizing that these can change on a dime, it is always good to review the travel requirements for countries you might not be familiar with. Sherpa is a great resource to use to verify what visa’s are required, if certain vaccinations are needed and it also provides direct links to each country’s visa application details.

Additionally, you should also detail in your terms and conditions that it is the client’s responsibility to verify and travel with the necessary documentation required for entry and complete any necessary visa/entry requirements. Your clients should also agree to your terms and conditions, and I recommend that you work with an attorney to ensure that your terms and conditions protect you and your agency. If you are working with a supplier/cruise line/DMC, they should also advise you of the requirements to travel but it is always good to verify on your own before you inform your client.

Jennifer is a nationally recognized travel expert. As president of VIP Vacations Inc., Jennifer has distinguished herself as one of the top travel agents in America. Having received numerous industry awards, Jennifer uses her position to educate consumers as well as travel professionals on how to create amazing memories through travel.

Angela Hughes, CEO, Trips & Ships Luxury Travel

It’s crucial to inform clients about potential legal issues and country-specific regulations that could impact their travel plans. This helps them prepare and avoid unexpected complications at the border, ensuring a smoother trip.

I include a brief paragraph on a “next steps” reminder sheet when sending out a quote, advising clients to research the specific entry requirements and restrictions of their destination, such as those related to DUIs, criminal records, or prohibited items, even traveling with an unaccompanied minor if this may impact them.

It’s not my role to delve into their personal history, but rather to remind them to check for any potential issues.

Angela Hughes, CEO of Trips & Ships Luxury Travel and Luxury Travel University, is a trailblazer in the luxury travel industry. She leads a talented team of advisors, curating bespoke, high-end travel experiences that exceed client expectations. Angela’s passion for travel and education is evident in her work with Luxury Travel University, where she empowers professionals with the skills and knowledge needed to thrive in the luxury travel market.