How an AI agent handles a travel request from A to Z
A travel request left unanswered is a client shopping somewhere else. Here is, step by step, how an agent like Lina prepares and follows up on each file while your travel advisor keeps every decision.
Why speed makes the difference
Every request has to become a priced proposal quickly, with a visual itinerary and clear prices. Otherwise the client compares other agencies or books online. The problem is that your advisor is often on the phone, in a meeting, or validating a booking with a supplier.
Lina is Orvel's agent for travel agencies. She answers requests day and night, builds the itinerary and the proposal using the prices from your rules, follows up with the client and tracks the booking until departure. She prepares and follows up; your advisor decides and approves.
Steps 1 and 2: the request and the itinerary
A travel file moves through seven stages: Request, Itinerary, Proposal sent, Deposit received, Booked, Documents and balance, Trip completed. As soon as a request arrives, the agent sends an acknowledgment that asks three simple questions: departure dates, number of travelers and approximate budget.
These answers feed the fields of the file, which the agent fills in for you:
- Destination: the country, city or cruise wanted, so the right suppliers are proposed.
- Departure date and return date: they trigger the reminders for documents, balance and follow-up.
- Number of travelers and approximate budget: they frame the proposal so no time is wasted on options outside the budget.
- Trip type: all-inclusive, cruise, guided tour, tailor-made vacation, honeymoon, group or business travel.
Step 3: the proposal and the follow-ups
The agent prepares the proposal with the itinerary and the prices from your rules, then sends it by email. The standard message states that prices and availability may change until the booking is confirmed, and invites the client to say what they would like to adjust.
Follow-ups are planned in advance. Two days after sending, a task asks: has the client had time to look at the proposal? A short text message signed by your agency can accompany it. If the proposal stays unanswered for seven days, a last follow-up offers to adjust the budget or the dates before prices change.
Steps 4 and 5: the deposit and the booking
When the deposit comes in, the client receives an email confirming receipt and explaining that their advisor is now confirming the trip with the supplier. This point matters: the agent never confirms a booking or a payment on its own.
One day later, a task reminds the advisor to book with the supplier and to note the booking number and the balance due date. That date then feeds the deadline calendar, so you lose neither a booking nor a promotion.
Steps 6 and 7: documents, balance and return
After the booking, a task calls for checking with the client the names as they appear on the passport, the passport's validity and the entry requirements of the destination. The file records only the passport expiry date, never the number.
At the Documents and balance stage, the agent sends the documents reminder (valid passport, name identical to the booking, entry requirements, travel insurance, final payment date) and a text reminder for the final payment. For insurance, the message invites the client to discuss it with their insurer or broker; the file only notes whether it is done.
After the trip, an email asks how it went and requests a review. About three days later, a task suggests calling or writing. Finally, a client who has not moved 300 days after the trip appears in a task to plan the next one.
What the agent never does
The limits are written into the agent's configuration, not left to chance:
- It never confirms a booking or a payment without your advisor.
- It never promises a price that does not come from your rules.
- It hands over to a human for a complaint or a delicate case.
- It does not keep passport numbers, only the expiry date.
- It sends commercial messages only to contacts whose consent is on record, with a way to unsubscribe.
How to tell it is working
Five indicators are enough to follow the path: booking rate, first-response time, proposals pending for more than 48 hours, deposits received this month, and balances due within the next 30 days. Review them each week with your team and adjust the messages as needed.
A clear path, planned follow-ups and precise limits are what let an agency answer fast without losing control. Your advisor keeps the decision at every important step.
General information, not legal advice. Check with your professional order or the official source.
Questions
Can Lina book a trip for me?
No. Lina prepares the proposal and follows up with the client, but she never confirms a booking or a payment without your advisor. After the deposit, a task asks the advisor to book with the supplier.
What happens if a client complains?
The agent hands over to a human for a complaint or a delicate case. It does not try to settle the situation alone.
Can I edit the standard messages?
Yes. The messages (acknowledgment, proposal, follow-ups, reminders, post-trip note) are templates your team can adapt to your agency's voice before using them.
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