Your Reservation Changes Agent Reprices the Trip While You Reassure
What it takes off your plate
The AgentWorks Reservation Changes Agent takes the mechanics of trip changes off your advisors, the people who should be talking the traveler through the change, not sitting on hold with a supplier support line while the client waits. Here is how changes arrive at most agencies. Requests come in by phone, email and text, often at the same time. Each one cascades: move a flight and the hotel night, the transfer and the tour move too, each in a different supplier system. Fare rules differ by booking class and airline. And change fees and fare differences are worked out by hand, and often wrong.
That costs twice. A wrong fee quoted to a traveler is either absorbed by the agency or argued over with the client. And the advisor spends half the change call on hold, while every other traveler waits for a reply. When two changes land at once, one of them waits, and a traveler who is already worried hears nothing.
What the Reservation Changes Agent does, step by step
A change starts with a traveler who needs an answer, so the Reservation Changes Agent starts with the reply.
- It acknowledges the request. Whether the change arrives by phone, email or text, the traveler hears back that it has been received and that options are being prepared.
- It clarifies what is needed. It asks the questions that decide the options: which dates, how flexible, whether everyone in the booking is changing, and whether the hotel and tours should move too.
- It checks every affected segment. It reviews the flights, hotels, transfers and activities on the trip together, so nothing is left behind when one piece moves.
- It reads the fare rules. For each flight, it checks the rules for that airline and booking class, including whether changes are allowed and what they cost.
- It calculates the difference. It works out the fare difference and change fees for each option, alongside any hotel or supplier penalties, so the total is clear.
- It presents the options. The traveler, or the advisor first if you prefer, gets a short comparison of the choices with the full cost of each, in plain language.
- It makes the change once approved. When the traveler approves, it executes the change across every segment, confirms with each supplier, and sends the traveler an updated itinerary with every new reference.
Where the work is recorded
Every request, question, option and approval is saved on the traveler's record in the CRM your agency already uses, with the date and the price the traveler agreed to. When a traveler calls back about the change, whoever answers can see exactly what was offered and accepted.
The bookings themselves are updated in your booking system and the GDS, with the new confirmations stored against each segment. The next morning, the advisor sees which changes were completed overnight, which options are waiting on the traveler, and any change a supplier has not yet confirmed. If the advisor is out, a colleague picks up exactly where the Reservation Changes Agent left off.
What your people do instead
Your advisors spend the time on the part of a change that needs a person. A traveler rearranging a trip is often stressed: a family emergency, a missed connection, a work trip that moved. The advisor calls, listens and helps them choose, knowing the numbers are already right. When a situation calls for judgment, such as asking an airline or hotel to waive a fee for a loyal client, the advisor makes that call themselves. When a supplier will not budge, the advisor explains why to the traveler in person, and offers the alternatives the agent has already priced.
Travelers remember the agency that made a hard week easier. The Reservation Changes Agent keeps the requests, fare rules and rebooking moving, and your advisors keep the travelers looked after.
Changes are easier when the original plan was built well. Read how advisors reclaim the itinerary craft and how agencies escape the multi-tab trap.
One next step
Trip changes may be the right first workflow to hand to an agent, or itinerary quoting, group bookings or travel documents may be costing your advisors more time with travelers. The free Travel Industry Assessment shows which workflow an AgentWorks agent should take first. To see every agent built for travel agencies, visit the travel industry page.
See where the Reservation Changes 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.
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