Travellers stuck at the airport reach the after-hours agent
It's 11 at night at Pearson and the last flight home is cancelled. Your client calls the number on their itinerary and reaches someone who knows the trip and gets them to your on-call agent.
A client away from home calls with a cancelled flight, a missed connection or a problem at the resort.
Finds the booking, takes what happened and where they are, puts them through.
The on-call agent picks up already knowing the booking and the problem.
How it works
- Answers any hour
Day or night, the number on your itineraries is always answered.
- Finds the booking
By name, phone number or booking number, and reads back the trip to confirm.
- Gets what happened
Which flight, where they are now, how many in the party, and whether anyone needs care.
- Puts them through
A warm transfer to your after-hours agent, with the booking and problem said first.
- No answer? Keeps going
The on-call agent gets a text and email right away, and the client is told when to expect the call.
- Small things wait
A question that can wait until morning becomes a message for the agent on the file.
Example call
- CustomerHi, our flight to Saskatoon just got cancelled. We're stuck at Pearson with two kids.
- AI agentI'm sorry, that's a tough night. Is this Amrit Singh, back from Cancún?
- CustomerYes, that's us.
- AI agentI have your booking. Is everyone okay, and are you still in the terminal?
- CustomerWe're fine, just tired. Terminal 1 near the gate.
- AI agentI'm putting you through to Jordan, our after-hours agent, now. He'll know your flight and that you have the kids with you. One moment.
After the call: Jordan took the call with the booking open, found seats on the first morning flight and a hotel near the airport. Megan has the summary on the file in the morning.
What your team gets
- Stranded clients put through to the after-hours agent
- The booking and problem said before the transfer
- Texts and email to the on-call agent when there's no answer
- Messages for the morning when it can wait
- Every after-hours call logged on the client's file
Questions
Can it rebook the flight itself?
It finds the booking and gets them to your agent fast. Rebooking at night stays with your on-call agent.
What if someone is sick or hurt?
It tells them to call local emergency services first, then puts them through to your agent.
Does it work for clients abroad?
Yes. Clients can call your number from anywhere, in English, French or many other languages.
Hear it on your phone
Request a demo call and the agent phones you, set up for travel agencies like yours.