Your Post-Trip Follow-Up Agent Chases Supplier Refunds While You Plan
The Post-Trip Follow-Up Agent in EngageSuite360 takes over what happens after a trip that did not go to plan: it checks in with the traveler once they are home, records what went wrong, opens refund claims with the suppliers involved, chases each claim and keeps the traveler informed until it is settled, then keeps the relationship warm for the next trip. The person it frees is the advisor who handled the disruption on the road and now has new travelers leaving every day.
What it takes off your plate
Every advisor has had the week after a storm: "A cancelled flight knocked out a transfer, a hotel night and a tour. I rebooked everything while they were stuck at the airport. Once they got home, the refunds from each supplier landed in my inbox as a to-do list, and I had departures to handle. Weeks later the traveler asks what happened to their money, and I'm digging through emails."
The disruption itself is often out of anyone's control. How the agency follows up is not. Refunds that stall make a bad trip feel worse. A traveler who has to chase you is a traveler who books elsewhere next time. And the lessons about which suppliers handled it well get lost, so the next traveler is booked with the same supplier that let the last one down.
What the Post-Trip Follow-Up Agent does, step by step
The agent starts with the communication, because a traveler who had a rough trip needs to hear from you first:
- Checks in when the traveler is home. The Post-Trip Follow-Up Agent sends a personal note in the advisor's name acknowledging what went wrong, and asks what else the traveler experienced that the agency should know about.
- Opens refund claims. For each affected segment, it opens a claim with the supplier, attaching the booking details, the supplier's terms and what the traveler reported. The advisor decides which claims to pursue and how.
- Chases suppliers. It follows up with each supplier on a set schedule until the claim is answered, and escalates to the advisor when a supplier refuses or goes quiet.
- Keeps the traveler informed. Each time a claim moves, it tells the traveler where things stand, so they never have to ask.
- Sends a survey once things settle. When the claims are resolved, it asks the traveler about the rest of the trip, so the good parts are recorded too.
- Starts the next conversation. Later, at the time of year they like to travel, it sends ideas for their next trip and books a call with the advisor if they are interested.
For how the next trip gets planned, read about the hidden cost of manual itinerary building.
Where the work is recorded
Everything the Post-Trip Follow-Up Agent does is recorded in EngageSuite360, on the records your agency works from:
- The trip record holds what went wrong on each segment, every refund claim with its status and supplier replies, and the final outcome.
- The traveler record keeps the check-in, their feedback, updates sent and the next trip conversation.
- The supplier record shows each claim against that supplier and how it was handled, so you know who stands behind their product.
- The corporate account record holds disruption and refund history for that company's travelers, ready for the travel manager.
The next morning an advisor opens the dashboard and sees which claims moved overnight, which supplier has gone quiet and which traveler got an update. Nobody learns about a stalled refund from an unhappy traveler.
What your people do instead
Advisors stop working through refund backlogs between departures. Their time goes where it matters:
- Calling the traveler whose trip went badly, personally, when a conversation will mean more than a message.
- Looking after travelers on the road right now, especially when the weather turns.
- Talking to suppliers about how a disruption was handled, using the claim history.
The agent keeps claims, updates and follow-ups moving around those conversations. Traveler satisfaction stays with your people. When the next trip spans several suppliers, see how agencies build itineraries quickly across multiple vendors.
One next step
See the EngageSuite360 Post-Trip Follow-Up Agent working on travelers, trips, corporate accounts and inquiries in a CRM shaped for travel, with communications and agents built in and no subscription fee: the EngageSuite360 CRM for travel.
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I'm Sierra, the Travel ambassador here. One useful piece a week for travel owners, written for how the work actually happens — plus first access to the free EngageSuite360 CRM built for travel. Unsubscribe any time.
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