A checked comparison and one clear reply to the customer.
Thank them and ask for the details
Ask for the offer link or a screenshot showing the chosen dates, travellers and total. Explain that you want to compare the same holiday. If they send a personal quote, ask them to hide booking references and other private details you do not need. Check the offer while it is available; a headline price alone does not tell you what the customer selected.
First reply: ask for the offer
Check the same trip and the same choices
Match the dates, airports, flights, hotel, room, meals and party size. Then check the bags, transfers and other extras the customer actually wants. Write ‘not confirmed’ where the information is missing. Also compare payment dates, change and cancellation conditions, and who provides support. Check the protection stated for each arrangement; price and the website’s appearance do not establish it.
Show the totals clearly
Use the full price for each offer, including compulsory charges. Add separately priced optional extras only when they are part of what this customer wants, and label them clearly. Keep any amount paid locally visible within the comparison. If something cannot yet be confirmed, say so. In the example, adding the requested bags and transfers narrows the difference, but the other offer is still £40 lower.
Compare what the family actually wants
Two adults and two children aged 7 and 10. Seven nights from 8 August 2027 at the fictional Example Bay Hotel. All figures are for the whole party, and both starting totals include all compulsory charges in this example.
| Check | Example Travel | Other offer |
|---|---|---|
| Flights and dates | Same outbound and return flights | Same outbound and return flights |
| Room and meals | Family room; all-inclusive | Same family room; all-inclusive |
| Starting total | £2,400 | £2,180 |
| Two 20kg checked bags, both ways | Included | Optional: £80 total |
| Shared return transfers for four | Included | Optional: £100 total |
| Total with the requested extras | £2,400 | £2,360 |
| Payment and cancellation terms | Check and record | Check and record |
| Support and financial protection | Check and record | Check and record |
The other offer is £40 lower for the listed travel items. The terms, support and protection still need comparing before you describe the offers as equivalent. Bags and transfers are optional additions here, not hidden compulsory charges.
Explain the difference and ask what matters
Keep your reply factual. If your offer costs more, explain any actual differences and the service you will provide. If the arrangements and terms match and the other price is lower, acknowledge it. You can check another option or a discount you can afford, but you do not have to match every price. Ask which option suits the customer, then agree the next step without invented urgency.
Reply after checking the example prices
Replace the fictional figures and business name. Keep the service promise only if it describes what your business actually provides.
Your first action
Use the first-reply example the next time a customer mentions a lower price. Ask for the details before discussing a discount.
A simple check
Can the customer see exactly which items match, what remains unconfirmed and how you reached each total? If not, simplify the comparison before sending it.