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Travel
From the first search to the flight home, and every trip after.
Agents that know a fare from its rules answer travellers on WhatsApp, calls and email, and do the work in your booking and mid-office systems.
Agent at work: the agent rebooks a traveller whose flight is cancelled, then answers a call about a refund, checking your systems and rules at each step.
Your rules: the agent’s configuration, built with your team. Fares and rules come from your systems, some decisions stay with your team, and the agent can only do what you permit.
What you see: the Overview shows conversations by hour with a disruption spike and evening peaks, the top reasons for contact, the four agents and what was handed to your team today. Insights shows quality against your standard and two recommendations.
- A traveller’s 18:40 to Riyadh is cancelled
- The agent checks the booking and its fare rules
- Rebooked on the 21:15 at no charge
- Compensation is routed to your customer care team
- A second traveller asks about a package refund
- Refunds outside the rules stay with your team
- Refund submitted, and a message when it’s released
- Your rules, set up with your team
- Fares and rules come from your systems
- Some decisions always stay with people
- The agent can only do what you permit
- A 22:00 disruption spike: when your team isn’t there
- The top reasons travellers get in touch
- Four agents, and what each resolved today
- What reached your team today, and why
- Every conversation scored against your standard
- Where a process keeps causing calls
Every traveller answered. Nobody asked to start again.
Travellers get the same standard of answer at any hour, from your own systems, and your team gets the conversations that need a person, with the history attached.
Salesforce, State of the Connected Customer, 2023
56% of customers often repeat themselves to different people
Salesforce, State of the Connected Customer, 2023
55% feel they deal with separate departments, not one company
Zendesk, CX Trends Report 2025
63% would switch after one bad experience
Works with the systems travel teams run
Don’t see your system?
Most travel companies run a GDS, a booking engine and a mid-office system. If yours exposes an interface, the agent can act on it, and we build that connection during implementation.
See every integrationLogos are trademarks of their owners. Their use shows systems our agents can connect to and does not imply partnership or endorsement.
A cancelled flight floods the line. Peak week floods it again.
Where travel conversations go wrong
Disruption arrives after hours
A flight cancelled at 11pm leaves a hundred travellers calling at once, and the first answer decides whether they rebook with you.
Simple changes queue behind refunds
A date change within the fare rules waits in the same queue as complex refunds, and travellers book elsewhere.
Cases fall between suppliers
A lost bag reported to you, then the airline, then the hotel, is logged three times or not at all.
Built around how a journey actually runs
Three jobs that decide whether travellers book with you again: answering bookings and changes, getting payments and documents in on time, and handling disruption well.
Faisal Hamza asks at 23:10 to move his Istanbul trip. The agent checks the booking and fare rules, finds availability on the 15th, changes the flight and hotel together and sends the confirmation. When he asks to waive the change fee, the decision stays with your customer care team and Hana receives a brief.
- A traveller asks for a change at 23:10
- Checks the booking and the fare rules
- Finds availability on the new date
- Changes the flight and the hotel together
- Sends the confirmation and updates the record
- Fee waivers stay with your customer care team
- Hana gets the brief, not a complaint
Bookings and changes
Every change made within the fare rules, at any hour
Fare and booking questions, at any hour
A traveller who asks at 11pm gets the real fare rules and availability, not a callback request.
Changes made within the fare rules
Dates and flights changed in your GDS, with any fee explained before it’s charged.
Ancillaries and requests added
Seats, bags and special assistance added to the booking, with the airline told.
The balance on Nadia Haider’s Baku trip falls due before the airline’s ticketing deadline. The agent checks consent and sending hours, sends a WhatsApp reminder, explains that the deadline can’t be extended, and she pays by link, so the booking is ticketed. A group’s request to extend its deadline goes to your sales team with a brief, and the week’s totals follow.
- A payment deadline approaches in your system
- Checks consent and sending hours
- The reminder goes out on WhatsApp
- The airline’s deadline decides what the agent can offer
- Paid by link, then ticketed
- Group terms go to your sales team
- This week, at a glance
Payments and documents
Every booking paid and ticketed before the deadline
Reminders before each payment deadline
Sent to travellers who’ve opted in, within the hours you set, with a link to pay.
Documents chased before departure
Passport copies and visa details requested in the conversation and checked against the booking.
Exceptions go to your team
Requests to extend a deadline or change group terms arrive with a brief, for your team to decide.
Rania Saleh reports that her bag arrived damaged in Riyadh, with a photo. The agent checks the booking and bag tag, opens case CS-7712 with the photo and submits the airline report. Ten days later she says the airline hasn’t replied, and your customer care team receives a brief with the full history.
- A traveller reports a damaged bag with a photo
- Checks the booking and the bag tag
- Opens a case with the photo attached
- Reports it to the airline and tells the traveller
- A follow-up goes to your customer care team
- With the whole history, so nobody starts again
Disruption and cases
Every case logged with the supplier who can fix it
Problems reported during the trip, at any hour
A traveller reports a damaged bag or a hotel issue with a photo, wherever they are.
Cases opened with the evidence attached
Logged against the booking, with the airline or hotel told and the case tracked.
Compensation goes to your team
With the full history attached, so the traveller never explains twice.
Your travel agent, at work
Four situations every travel company knows, from a cancelled flight to the monthly report. Watch what the agent does, and what it hands to your team.
At 18:02 the airline cancels the 18:40 from Dubai to Riyadh, and within a minute three travellers message: Rania Saleh, Priya Menon and Kareem Nasser. The agent checks each booking against its fare rules and rebooks them at no charge, confirms Rania’s new flight on WhatsApp and sends the approved template to the other 101 travellers. A family needing special assistance goes to your team first, with Rania’s hotel compensation and three more requests, each with a brief. Only then does the summary appear: 104 travellers affected, 97 rebooked and 5 handed to your team.
Salma Jaber, flying to Jeddah for Umrah tomorrow, asks in Arabic about her baggage allowance and her visa, and in English to add a second bag and to move her flight at no charge if the visa isn’t ready. The agent finds her booking, reads the airline’s allowance and the visa requirements, adds a 23 kg bag and sends a payment link. The bag is paid and the airline told, the visa exception goes to your customer care team with a brief, and she is answered on WhatsApp in Arabic and English.
Three bookings have a balance or a passport copy due in the next three days. The agent checks consent and sending hours: Ali Al Mazrouei has not given consent and is not contacted. Sameer Siddiqui is sent a WhatsApp reminder with links within your hours, pays AED 1,940 by link and uploads his passport copy in the conversation. The copy is checked against the booking, BK-6158 is updated to paid and ticketed, he is confirmed on WhatsApp and moves to Ticketed.
The September insights show the top reasons travellers got in touch and what was resolved without your team. The agent writes the summary in plain English, with what was resolved and what went to your team, finds a recurring cause (baggage questions spike on Riyadh routes, because the allowance page does not show the new limit) and recommends updating the allowance page and the pre-departure message, then posts it to your leadership channel.
- 18:02: a flight is cancelled
- Each booking checked against its fare rules
- Rebooked, and told on WhatsApp
- Special assistance goes to your team first
- The disruption, summed up
- A traveller asks the day before
- Answers from the booking and the airline’s rules
- Adds an extra bag in the conversation
- Visa exceptions go to your team
- Deadlines in the next three days
- Consent and hours checked first
- Paid and uploaded in the conversation
- Ticketed, nothing chased by hand
- The top reasons travellers got in touch
- Resolved without your team, by channel
- Written in plain English for your leadership
- The recurring cause, found across conversations
- And the change that would fix it
- Posted to your leadership channel
- Where a process keeps causing calls
Research and innovation
Agents that hold up in real conversations don't come from a model release. They come from sustained research into how an industry works, how its customers behave and what the technology can reliably do. We do that work so your team doesn't have to, and every deployment starts from it.