Your In-Trip Support Agent Has Options Ready Before Travelers Call
The In-Trip Support Agent keeps watch over every trip that is under way, so your on-call advisor never starts a crisis from zero. The AgentWorks In-Trip Support Agent monitors active trips, spots disruptions as they happen, researches rebooking options before the traveler calls and puts the alternatives in front of your advisor. The person it frees is your on-call advisor, who can spend the call calming the traveler instead of searching for flights.
What it takes off your plate
Here is how a disruption goes today. A traveler's connection is cancelled overnight. They call the after-hours line from the airport. The on-call advisor, woken up, has to find the booking, work out which segments are affected, from the connecting flight to the hotel to the transfer waiting at the other end, research alternatives and rebook, all while the traveler waits on the line.
There is no playbook, so every crisis is solved from scratch. With travelers in different time zones, someone is always working outside business hours, and the stress lands on your best people. The traveler hears typing and silence on the other end of the line while the advisor searches, and even when the new plan is a good one, the experience of waiting is what they remember. Meanwhile the hotel and the transfer at the destination still expect them at the original time.
What the In-Trip Support Agent does, step by step
The communication comes first, because a stranded traveler needs to hear from you.
- Reaches the traveler first. When the In-Trip Support Agent spots a disruption, it texts the traveler through Twilio to tell them you know, that options are being prepared and how to reach the on-call advisor.
- Briefs the on-call advisor. It sends the advisor the booking, every affected segment and the options it has found, so they can call the traveler already prepared.
- Tells the suppliers downstream. Once the advisor chooses a new plan, it emails the hotel, transfer company and tour operator about the change in arrival time, and asks them to confirm.
- Confirms the new plan with the traveler. It sends the traveler the updated itinerary with every new confirmation, and checks in once they arrive.
Then the data work:
- Monitors active trips. It watches flight status and schedule changes for every traveler currently on a trip.
- Maps the affected segments. When something changes, it works out which later bookings are affected, such as the connection, the first hotel night and the airport transfer.
- Researches alternatives. It checks availability in Amadeus or Sabre for rebooking options and lists them with times, fares and any change fees, ready for the advisor to choose.
- Updates the booking. Once the advisor rebooks, it updates the trip record and the itinerary with the new details.
Where the work is recorded
An agent that cannot record its work is a chatbot. Every alert, message, option and confirmation is saved on the traveler's record and the trip in your CRM, so the whole disruption can be read in one place.
The next morning the traveler's regular advisor opens the trip and sees what happened overnight, which options were offered, what was chosen, which suppliers confirmed and what refunds or credits are owed. They can pick up exactly where the agent and the on-call advisor left off, and follow up with the traveler personally.
What your people do instead
Your on-call advisor does what only a person can do in a crisis: listens, reassures and makes the call on what is best for this traveler. Your regular advisors spend the next day checking in with the traveler and chasing the refunds, instead of rebuilding the trip. Over time, the records of each disruption become your playbook: which alternatives worked on which routes, which suppliers were quick to help and what travelers valued most.
That is when travelers decide whether your agency is worth it. The In-Trip Support Agent keeps the monitoring, the research and the updates moving so your people can take care of the travelers.
Good in-trip support starts with a well-built trip. See how agencies transform itinerary quoting and how they are escaping the multi-tab trap in itinerary planning.
One next step
The free travel Industry Assessment shows which workflow an agent should take first at your agency, whether that is in-trip support, booking or quoting. To see every agent built for travel agencies, visit the AgentWorks travel 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 →