VISA KNOWLEDGE
What agents should do when a visa is delayed or refused
Published October 27, 2026
When a visa is delayed or refused, the best response is quick, honest communication and a clear plan for the client's bookings. Panic and silence make the situation worse.
Tell the client as soon as you know, in plain language. Explain what the authority has decided, what the options are and what you will do next. Avoid blaming the client or the authority, and avoid promising an outcome you cannot control.
Check the bookings immediately. Look at the cancellation deadlines on the hotel, transfers and activities, and act before they pass. Contact your supplier early if you need to cancel or change, because many problems can be softened if they are reported before the deadline.
Be clear about fees. Visa and service fees may not be refundable even when an application is unsuccessful, depending on the supplier and the authority. This should have been explained when the application was taken, and you should point the client back to those terms calmly.
If a refusal happens, ask whether the reason was given and whether the client can reapply. Do not tell clients that a second attempt will succeed. Your job is to explain the options honestly and help them decide.