AI agents for customer support teams in travel agencies

A traveller messages from a hotel desk in Lisbon at lunchtime, and the reply that finally goes out an hour later is a holding line, because finding the voucher, the address, and the transfer time means opening three tabs while the phone keeps ringing.

→An agent reads each in-trip message, pulls the booking details a reply needs, and drafts a specific answer for an advisor to approve, while anything urgent goes to the duty advisor untouched.

A cancelled flight strands twelve travellers, and the advisor spends the morning on airline sites and the GDS to find alternatives while their phones fill with messages, so the options reach clients after they have already booked something themselves.

→An agent lists every booking the cancellation touches, searches for two alternatives that keep the trip intact, and drafts the update for each traveller, so the advisor decides and calls with the options in hand.

A complaint arrives by email with a two-week-old hotel problem, and building the response means hunting for the confirmation, the supplier's emails, and the photos while the response target quietly runs down.

→An agent logs the complaint, starts the clock, assembles the evidence file, and drafts a supplier statement request and a response for the manager to edit and decide on.

Post-trip feedback arrives as survey answers, review sites, and phone notes nobody joins up, so the same poor transfer company shows up for months before anyone notices the pattern.

→An agent gathers survey answers and review notes, matches them to bookings, flags a poor score the day it lands, and lists recurring supplier problems for the operations manager each month.