Airline schedule changes called to the client first
An airline shifts a departure by three hours and the client's connection no longer works. They hear it from you, with the options already pulled, not from a confusing email.
A schedule change, retime or cancellation on a booked flight.
Calls the client, explains the change, offers the options the booking shows, records the choice.
The client's choice on the file, and only the hard cases left for the agent.
How it works
- Sees the change
When the airline retimes or cancels a flight on a booking, the agent sees the old and new times.
- Checks what breaks
A missed connection, a transfer to the resort, a first night's hotel.
- Calls the client
Plain words: "Your flight on March 4 now leaves at 1:10 instead of 9:45."
- Offers the options
The ones the booking tools show: accept the new time, an earlier flight, or another day.
- Records the choice
The client's pick goes on the file and is rebooked, or sent to the agent if it needs a person.
- Fixes the knock-ons
The resort transfer and hotel are told of the new arrival time.
Example call
- AI agentHi Mr. and Mrs. Dubois, it's Emma from Prairie Sky Travel. Your March 4 flight to Lisbon has been retimed by the airline. Do you have a minute?
- CustomerOh no. What happened?
- AI agentYour Calgary to Toronto flight now leaves at 1:10 instead of 9:45, which misses your Lisbon connection. There's an 8:00 a.m. flight that keeps the connection, or the same trip a day later.
- CustomerThe early one, I guess. We'd rather not lose a day.
- AI agentI'll move you to the 8:00 a.m. and keep your Lisbon flight as it is. You'll get the new itinerary by email in a few minutes.
- CustomerThank you, that's a relief.
After the call: The booking now shows the 8:00 a.m. Calgary departure with the Lisbon connection unchanged. Diane sees the change and the client's choice on the file, and the new itinerary is emailed.
What your team gets
- Clients called about every schedule change
- Options from the booking tools offered on the call
- Rebookings made, or sent to the agent when they need one
- Transfers and hotels told of new arrival times
- A log of every change and the client's choice
Questions
Can it rebook without an agent?
It rebooks the options your rules allow. Anything with a fare difference or a complex itinerary goes to the agent.
What if the client can't be reached?
It leaves a message, sends a text and email, and tells the agent if the change is close to departure.
Does it call for small changes?
You set the threshold. Many agencies send a text for a few minutes and call for anything that breaks a connection.
Hear it on your phone
Request a demo call and the agent phones you, set up for travel agencies like yours.