Travelers Stay Loyal to Agencies That Have a Plan Before They Call
What it takes off your plate
Travelers stay loyal to agencies that already have a plan when something goes wrong, and the AgentWorks In-Trip Support Agent is how that plan gets made. It watches every active trip, spots disruptions, and researches the rebooking options before the traveler calls, so your on-call advisor spends the call helping, not searching.
Here's how a disruption goes at most agencies today. A flight is cancelled and the traveler calls from the airport. The on-call advisor has to find the booking, work out every segment that's affected (the connection, the hotel check-in, the transfer, the tour tomorrow morning), research alternatives and rebook, all while the traveler is standing in a queue. There's no playbook, so every crisis is solved from scratch. And because your travelers are in other time zones, someone on your team is always working outside business hours.
The cost is a stressed traveler, an exhausted advisor, and a trip that gets remembered for the wrong reason.
What the In-Trip Support Agent does, step by step
The In-Trip Support Agent starts with the traveler and the advisor, then does the research behind them.
- It reaches the traveler first. When a disruption hits a booked segment, the agent texts the traveler to say the agency knows, is working on it, and will be in touch with options.
- It alerts the on-call advisor. At the same moment, the agent sends the on-call advisor the booking, every affected segment and the options it has found.
- It answers the call with context. When the traveler calls, the advisor already has the whole picture on screen, with no hunting for the record.
- It confirms the change. Once the traveler chooses and the advisor approves, the agent updates the affected hotel, transfer and activity bookings, and sends the traveler a revised itinerary.
- It monitors active trips. Behind the scenes, the agent watches flight status and supplier notices for every traveler currently away.
- It maps what's affected. When something changes, the agent works out which later segments depend on it: the connection, the first night's hotel, the morning transfer.
- It pre-researches options. Before anyone calls, the agent searches alternative flights and holds for the advisor to review, so the options are ready to present.
It works in the tools you already use: Amadeus and Sabre for flights, Booking.com and your supplier contacts for hotels, Twilio for texts, and Google Calendar for the on-call rota.
Where the work is recorded
A crisis handled on a personal phone at a bad hour leaves no trail for the next advisor. The In-Trip Support Agent writes each step where your team already looks.
On the traveler's record in the CRM, your advisors see the disruption, every message to the traveler, the options offered, the choice made and who approved it. In the booking system, each changed segment shows the new reservation. For corporate accounts, the account owner sees which travelers were affected and how each was looked after.
So the next morning, the day team opens the list and sees what happened overnight, which travelers were rebooked, and which supplier refunds or credits still need chasing. The advisor who planned the trip can read the whole story and pick up where the agent and the on-call advisor left off.
What your people do instead
Your advisors stay with the travelers who need them.
- The on-call advisor helps. The call is spent reassuring the traveler and making a decision together, not searching.
- Advisors keep planning. The rest of the team stays with the clients planning their next trip instead of being pulled into a crisis.
- Corporate accounts see care. Proactive contact during a disruption is exactly what a travel manager wants to report upward.
- Your team gets some rest. Nights on call are shorter when the research is already done.
The best disruption plan starts with a well-built itinerary. See escaping the multi-tab trap in itinerary planning and how AI transforms agency quoting.
One next step
If every disruption is solved from scratch at your agency, find out whether in-trip support is the right workflow to hand off first. The free Travel Industry Assessment looks at how your agency works and shows which workflow an agent should take first.
To see how the AgentWorks In-Trip Support Agent fits with the other agents built for travel agencies, visit the travel industry page.
See where the In-Trip Support Agent would start in your travel business.
I'm Sierra, the Travel ambassador here. The free Industry Assessment reads your website and asks how calls, follow-ups and records happen today, then shows the first workflow worth handing to an agent like this one — and what your team gets back. Leave your email and I'll send the link.
Sierra replies from travel@agentworksstudio.com. One email with the link — no list, no drip, unless you ask for the weekly letter. Or go straight there →