Case study · Travel agencies
Custom CRM for a travel agency's flight sales team
A connected workspace for flight enquiries, agent handoffs and follow-ups, and for the service work that happens after the sale, from quality checks to pre-travel contact.
Agent workspace
Shared worklist · 18 Nov 2026
| Case | Route | Status | Owner | Follow-up |
|---|---|---|---|---|
| S-101 | YYZ – DEL | Pending quote | Agent A | 10:00 |
| S-102 | YVR – LHR | Pending quote | Agent B | 10:30 |
| S-103 | YUL – CDG | Callback | Unassigned | 11:00 |
Queue rows shown. Chasing and quoted are separate sample worklists.
- Industry
- Travel agency, flight sales
- System
- Travel CRM and operations system
- Used by
- Sales agents, supervisors and quality reviewers
- Delivery
- Custom implementation
The project in short
We built a custom CRM and operations system for a travel agency's flight sales team. Every enquiry has an owner, a case history and a timed follow-up, and it can move between agents without losing context. Sales are recorded against the PNR, then tracked through post-sale quality checks and pre-travel contact, while supervisors get a floor monitor and reports.
The challenge
Travel sales is a chain of handoffs
A flight enquiry can pass through sales, supervision and post-sale service before the traveller departs. Each person who picks it up needs the route request, the previous conversation and the next follow-up, without asking the customer to start again.
The agency needed one place where the enquiry, the next action and the trip context stay connected as responsibility changes. That meant a CRM shaped around flight sales and after-sale service, not a generic sales pipeline.
What the system had to handle
- 01
Context that travels
Agents need the route request, the conversation so far and the next follow-up in one case history.
- 02
Visible responsibility
Shared worklists and agent ownership show which cases need attention and who should respond.
- 03
Continuity after the sale
PNR-linked sale details stay available for quality review and contact before travel.
- 04
A management view
Supervisors need to see work waiting, agent activity, feedback and sales records.
The workflow
One case, a connected sales journey
Every enquiry becomes a case that keeps its history from the first call to the last pre-travel check.
- 01
Enquiry
Create a lead with the route request and the channel it came from.
- 02
Ownership
Assign the case to an agent or queue, or transfer it with its history.
- 03
Follow-up
Set the status and the date and time of the next contact.
- 04
Sale
Record the PNR, passengers, ticket and sale details against the case.
- 05
After the sale
Track quality checks, escalations and contact before travel.
Case history
The next agent picks up where the last one stopped
Rich-text notes, channel labels, case history and timed follow-ups keep the conversation in one place, so a transferred enquiry does not have to be rebuilt.
- Interaction notes record what was discussed and what was offered
- Channel labels show whether a contact was an inbound call, an outbound call or another recorded type
- Each update can set the case status and schedule the next follow-up
- Transfers keep the full history with the case
Case S-101 · YYZ – DEL
Return trip enquiry
-
09:15
Inbound call Logged
Return-trip preferences recorded.
-
09:40
Outbound call Quoted
Options discussed. Status set to Quoted.
-
10:00
Follow-up Scheduled
Scheduled and assigned to Agent A.
A later snapshot of the same sample enquiry shown in the workspace.
After the sale
The workflow continues after the ticket is sold
Sales records connect the commercial details with post-sale quality review and the contact that happens before the traveller departs.
- PNR, passenger, route, departure and return fields on every sale
- Ticket and sale values recorded with the case
- Quality checks with statuses, notes and escalation
- Pre-travel contact status, date, the person who made it and remarks
- An upcoming-travel report for the trips that need attention next
Sale DEMO01 · YYZ – DEL
Departs 12 Dec 2026 · Returns 16 Jan 2027
- Passenger name format
- Correct
- Passport review
- Verified
- Layover review
- Checked
- Escalation
- Off
- Pre-travel contact
- Pending
Post-sale checks and pre-travel contact are separate stages. No real fare is shown.
Supervisor view
A clearer view of the sales floor
Supervisors see what is waiting, how long it has waited and who is active, then review feedback and reports for coaching.
- A floor monitor with cases waiting, the longest wait and active agents
- Feedback verification: verify, decline or ask for an update
- Sales, activity and ageing reports, with export
- Permission-driven access to screens and actions
Floor monitor
Live sample snapshot
- Sales report
- Export available
- Activity report
- Agent activity
- Ageing report
- Cases by time waiting
- Feedback review
- Verify · decline · update
Fictional interface values, not client results.
Capabilities
What is in the system
Lead capture
New enquiries with route request, channel and customer details.
Queues and ownership
Assignment to agents or queues, and transfers with history.
Follow-up scheduling
Status plus the date and time of the next contact.
Case history
Notes, channels and every update in one timeline.
Sales records
PNR, passengers, route, dates, ticket and sale values.
Post-sale QC
Quality checks, notes, escalation and history.
Pre-travel checks
Contact status, date, done-by user and remarks.
Floor monitor
Cases waiting, longest wait and active agents.
Reports and permissions
Sales, activity and ageing reports with role-based access.
What it gives the team
Clearer handoffs, from first call to departure
Clear ownership
Shared worklists and agent ownership show who handles the next action.
Context for the next agent
Interaction history and follow-ups mean nobody rebuilds the conversation.
Reviewable service
QC and pre-travel records make pending checks and completed actions easy to find.
These are capabilities the software supports. We have not published measured ROI or performance results for this project.
Who it is for
Built for teams that sell and service flights
- Travel agencies with a flight sales team
- Phone-led travel sales and call-centre teams
- Travel businesses that run quality checks after the sale
A good fit when
- Several agents share enquiries and follow-up responsibility
- Flight sales need PNR, passenger and trip context on the record
- Supervisors need visibility across sales and service checks
How we would build yours
- 01
Discover
We map your process, documents, roles and the reports your team relies on.
- 02
Scope and design
We agree the modules, rules, integrations and screens before the build starts.
- 03
Build in phases
Each module is released for your review and tested with representative data.
- 04
Roll out and support
We train your team, stage the rollout and keep improving as your process grows.
What should a CRM for a travel agency include?
For a flight sales team, the essentials are enquiries with the route request, ownership and transfer between agents, timed follow-ups, one case history, sales recorded against the PNR, quality checks after the sale, contact before travel, and reports that show supervisors what is waiting.
Does this CRM book flights or connect to a GDS?
No. This implementation records the sale against the PNR and manages the service work around it. Booking stays in the agency's booking tools. Booking or GDS integration would be scoped separately for a new project.
Can an enquiry move from one agent to another?
Yes. A case can be assigned to an agent or queue and transferred later. The notes, channel labels and follow-up history move with it.
How do supervisors see which enquiries are waiting?
A floor monitor shows the number of cases waiting, the longest wait and the agents who are active. Sales, activity and ageing reports support review and coaching.
Is this an off-the-shelf travel CRM?
No. It is a custom implementation built around this agency's sales and service process. For a new client, scope, integrations and delivery are agreed after discovery.
More software case studies
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Your project
Build a CRM around your travel workflow.
Bring one real journey, from a new enquiry to a completed sale and the service that follows. We will map the handoffs, screens and reports your team needs.
This is an anonymised case study: the client's name and data are kept confidential. Screens are illustrative interfaces with sample data, not screenshots of the live system. Each implementation is scoped separately; this is not a packaged subscription product.