TravelAssist.io service overview

TravelAssist.io is an embedded service for travel operators that supports clients from the day before their trip until their return. It handles all travel documents and aims to reduce stress for travelers by maintaining contact throughout their journey, allowing operators to focus on sales and other client activities.

Integration with travel systems

TravelAssist connects with several travel management systems, including Orchestra, MB3M, and Viacsoft. This integration allows it to receive all trip-related information, including travel documents, simplifying the process for operators and ensuring smooth communication with travelers.

Traveler access and branding

Travelers access TravelAssist through a dedicated application provided by the service. For some large accounts, the app is completely white-labeled, while for others, it is branded as Genius Travel and available on major app stores. Travelers are informed seven days before departure that they can use the app to access all trip details.

Handling travel issues

When problems arise during a trip, TravelAssist has access to the traveler's file and the technical actions involved but is not the original producer of the file. The service uses its expertise and the traveler’s resources to ensure a positive experience, whether the issue is a flight cancellation or a mismatched hotel.

Support for unexpected situations

In cases of flight cancellations, TravelAssist provides guidance to travelers when interacting with gate agents and checks with airlines for available seats or solutions. For no-shows, the service helps travelers find the best way to continue their trip, though the responsibility lies with the traveler in such cases.

Resolving hotel disappointments

If a traveler arrives at a hotel that does not meet their expectations, TravelAssist first acknowledges their disappointment and then contacts the hotel to address concerns. The service may arrange for additional services like spa access or a cocktail, or in extreme cases, rebook the traveler in a different hotel.

Managing softer requests

Beyond handling issues, TravelAssist also assists with "softer" requests, such as finding a good restaurant, organizing activities, or preparing surprises. This extends the role of the travel agent by providing immediate help with both problems and opportunities during the trip.

Focus on customer relationship management

The rise of concierge services like TravelAssist reflects the shift in the travel industry toward customer relationship management. Quick issue resolution, transparency, and intellectual honesty are emphasized to reduce disputes and improve customer satisfaction.

Cost and availability

TravelAssist costs operators between 4 and 5 euros per day per file, with a maximum of around 40 euros for a week of travel. Some operators include this cost in the trip price, while others offer it as an optional service to travelers.

Human interaction and AI support

TravelAssist uses artificial intelligence in its technical infrastructure but ensures only human agents interact with travelers. Its concierge teams are available 24/7 and respond to over 90% of requests in less than a minute, providing efficient and personalized support.

Future expansion plans

TravelAssist plans to expand internationally in 2027, with current tests in the United States and discussions with a major tour operator in Spain. The service also aims to enter new markets, including corporate travel, business travelers, and group travel, such as school groups and CSE groups.