When Travel Plans Change: Kristin’s Care for Diana’s China Family Trip

As a travel consultant, I’ve always believed that a perfect trip is not just about routes and hotels, but about the trust and care we share with our guests.

In early May 2025, I received an inquiry from Mrs. Diana, a guest from the United States. She was planning to bring her husband and two children on a family trip to China in mid-July.

Careful Planning: Shaping the Perfect Itinerary

From the very first message, I could sense Diana’s thoughtfulness and attention to detail. She raised many questions:

What’s the best sequence for sightseeing in Beijing? Could I arrange a Hanfu (traditional costume) experience in Xi’an? How could we balance the stamina of her children while visiting Zhangjiajie? Was it possible to book family rooms for added comfort?

I answered each question with patience, and adjusted the plan again and again based on her family’s needs. To strike the right balance between limited vacation days and her children’s energy levels, I revised the itinerary five times. Sometimes, due to the time difference, our emails crossed in the middle of the night. She would laugh and say:

“Kristin, you understand my family’s needs even better than I do.”

At last, we finalized an itinerary that combined cultural discovery, natural wonders, and fun family experiences:

Beijing: Tiananmen Square, Forbidden City (with the Treasure and Clock galleries), Mutianyu Great Wall (cable car up, toboggan down)

Xi'an: Ancient City Wall, Muslim Quarter, Big Wild Goose Pagoda, Grand Tang Everbright City, Terracotta Warriors, DIY clay warrior activity, Hanfu experience

Zhangjiajie: National Forest Park (Bailong Elevator, Hallelujah Mountain, Ten-Mile Gallery train, Tianzi Mountain cable car), Tianmen Mountain (glass walkway, Tianmen Cave), overnight stay in Fenghuang Ancient Town

When Diana confirmed, she wrote to me:

“Kristin, this is exactly the trip I dreamed of for my family. Thank you for being so patient and thoughtful.”

Everything looked perfect—until four days before departure.

The Unexpected: A Child’s Emergency Surgery

Just as the family was filled with excitement, Diana informed me with a heavy heart: her younger son had suddenly developed acute appendicitis. He needed emergency surgery and would be unable to walk during recovery. This meant they had no choice but to cancel the entire trip.

According to the contract, last-minute cancellations usually meant most costs were non-refundable. Diana wrote to me:

“We are devastated. Not only because of my son’s health, but also because of the loss of this long-awaited trip.”

Protecting the Family: Minimizing Their Loss

I first expressed my concern for her son’s health and reassured Diana that the trip could always wait—family comes first. Then, I immediately contacted our operations team and began reaching out to hotels, attractions, and local suppliers one by one to explain the family’s unexpected emergency.

It wasn’t easy. Many arrangements had already passed the refund deadline. But I insisted on advocating for the family, pushing for every possible concession. Finally, I managed to recover most of the airfare and hotel costs, significantly reducing their financial loss.

Diana’s reply touched me deeply:

“Thank you so much Kristin, you have really been an angel.”

My Reflection

Travel always carries unexpected twists—illness, delays, or sudden changes. What matters most is not how perfect the original itinerary looks on paper, but how supported guests feel when things go wrong.

Though Diana’s family couldn’t make the journey this time, what they carried with them was not just regret, but also a sense of warmth and reassurance from afar. As Diana later said:

“We will definitely rebook with you when my son recovers.”

For me, this is the true meaning of my work: not only being a planner of journeys, but also a guardian of trust along the way.