Three Steps to Collect the Disruption Dividend

This latest winter storm cancelled over 9,000 flights, and that was just on Sunday. It was the largest single-day cancellation event since the pandemic. Philadelphia, LaGuardia, Reagan, and on and on, all basically shut down. Travelers were stranded and rebooking queues stretched for hours. 
 
And somewhere in the middle of all that, a travel advisor's phone rang. 
 
When it comes to travel disruption, chaos is where a travel advisor’s value becomes undeniable—when DIY travelers are drowning in hold music while your clients get solutions. 
 
But as a travel advisor, here’s what you should be thinking: are you capturing the full value of those moments? 
 
I call it “The Disruption Dividend.” This dividend is both the tangible and intangible benefit you’ll earn: the trust, loyalty, and referrals you earn by showing up when it matters most. The problem is that too many advisors collect the gratitude but leave the dividend on the table. 
 
Here are three ways to change that. 
 
3 STEPS TO TURN DISRUPTIONS INTO DIVIDENDS 
 
1. Reach Out Before They Reach Out 
 
The advisors who shine brightest amidst turmoil aren't necessarily the fastest problem-solvers. They are the ones who reach out first. 
 
A simple text: "I see your flight tomorrow might be affected. I'm watching this and will be ready to assist if the weather affects your itinerary." 
 
That message costs you nothing, but buys you everything. The client who gets that text doesn't panic. They forward it to their spouse with "this is why we use an advisor!” 
 
Advisor move: When weather or disruption looms, don't wait for the panicked call. Send the calm, confident message first, then monitor your clients’ flights.  
 
2. Solve It, Then Summarize It 
 
Here's what most advisors forget: the client remembers the relief and gratitude, but they forget the details. A month later, when their neighbor asks "why do you use a travel advisor?", they'll say something vague like "oh, she's great." 
 
Help them tell the story. 
 
After resolving a disruption, send a quick recap: Here's what happened, here's what I did, and here's what it saved you, the client. Make the value concrete. Make it shareable. This isn't bragging, it's giving your client the language to advocate for you! 
 
Advisor move: Create a simple "disruption resolved" email template. Include the problem, solution, and the cost (time, money, or stress) of handling it alone. Send it while the gratitude is still fresh. Here’s a quick example: 

“Hi [Client], I’m so sorry for the inconvenience and stress the cancellation caused. I know travel days are long enough without surprises like that, and I really appreciate your patience. 

Quick recap, just so you have it all in one place: when your Philadelphia connection was cancelled, I jumped on it right away, rebooked you on the best available routing, kept your seat assignments protected, and coordinated the hotel and baggage details. 

Most importantly, you didn’t have to spend hours on hold, and you still made it there only about four hours later than planned. 

Have a fantastic trip!” 

 
Disruptions will happen. The question isn't whether clients will be rescued. The question is whether those rescued clients will turn into referrals. That’s the Disruption Dividend that really pays! 
 
Best Success, 
Jason 
 
P.S. Got a great disruption-save story from this past week? I’d love for you to share it with me at jblock@worldvia.com.