{"version":3,"file":"PracticalGuideBody.BMVPclcI.mjs","names":["_Fragment","React.useId","React.useState"],"sources":["https:/framerusercontent.com/modules/24h46QIKHMMzAqYcuQWQ/i4WWO22dlon0LIKBWPcC/ArticleSchema.js","https:/framerusercontent.com/modules/SFGLBvCdQUNsNJsc5QJU/SxavESZksVa2gq3MYJa7/PracticalGuideBody.js"],"sourcesContent":["import{jsx as _jsx}from\"react/jsx-runtime\";import{addPropertyControls,ControlType}from\"framer\";/** CMS-bound Article and BreadcrumbList data. Optional dates are only emitted when supplied.\n * @framerSupportedLayoutWidth fixed\n * @framerSupportedLayoutHeight fixed\n */export default function ArticleSchema({title,excerpt,date,updated,image,slug,section=\"Insights\"}){const img=typeof image===\"string\"?image:image?.src;let published;if(date instanceof Date)published=date.toISOString();else if(typeof date===\"string\"&&date)published=date;let modified;if(updated instanceof Date&&!Number.isNaN(updated.getTime()))modified=updated.toISOString();else if(typeof updated===\"string\"&&updated&&!Number.isNaN(Date.parse(updated)))modified=updated;const isGuide=section===\"Guides\";const sectionUrl=\"https://www.travelgenix.io/\"+(isGuide?\"guides\":\"insights\");const url=slug?\"https://www.travelgenix.io/\"+(isGuide?\"guides/\":\"\")+slug:undefined;const article={\"@type\":\"Article\",headline:title,description:excerpt,datePublished:published,dateModified:modified,image:img,url,author:{\"@type\":\"Organization\",name:\"Travelgenix\"},publisher:{\"@id\":\"https://www.travelgenix.io/#organization\"}};const breadcrumb={\"@type\":\"BreadcrumbList\",itemListElement:[{\"@type\":\"ListItem\",position:1,name:\"Home\",item:\"https://www.travelgenix.io/\"},{\"@type\":\"ListItem\",position:2,name:isGuide?\"Guides\":\"Insights\",item:sectionUrl},{\"@type\":\"ListItem\",position:3,name:title,item:url}]};const ld={\"@context\":\"https://schema.org\",\"@graph\":[article,breadcrumb]};return /*#__PURE__*/_jsx(\"script\",{type:\"application/ld+json\",dangerouslySetInnerHTML:{__html:JSON.stringify(ld).replace(/</g,\"\\\\u003c\")}});}addPropertyControls(ArticleSchema,{title:{type:ControlType.String,title:\"Title\"},excerpt:{type:ControlType.String,title:\"Excerpt\"},date:{type:ControlType.Date,title:\"Date\"},updated:{type:ControlType.Date,title:\"Updated\"},section:{type:ControlType.String,title:\"Section\",defaultValue:\"Insights\"},image:{type:ControlType.Image,title:\"Image\"},slug:{type:ControlType.String,title:\"Slug\"}});\nexport const __FramerMetadata__ = {\"exports\":{\"default\":{\"type\":\"reactComponent\",\"name\":\"ArticleSchema\",\"slots\":[],\"annotations\":{\"framerContractVersion\":\"1\",\"framerSupportedLayoutWidth\":\"fixed\",\"framerSupportedLayoutHeight\":\"fixed\"}},\"__FramerMetadata__\":{\"type\":\"variable\"}}}\n//# sourceMappingURL=./ArticleSchema.map","import{jsx as _jsx,jsxs as _jsxs,Fragment as _Fragment}from\"react/jsx-runtime\";import*as React from\"react\";import{addPropertyControls,ControlType}from\"framer\";const GUIDES={\"what-to-ask-before-quoting-a-holiday\":{id:\"what-to-ask-before-quoting-a-holiday\",title:\"What to ask before you start quoting a holiday\",summary:\"Ask five useful questions, agree what matters and write a short brief before you start searching.\",time:\"About 10 minutes for one enquiry\",intro:\"A customer asks for ‘a nice family holiday’. Before opening several supplier websites, find out what ‘nice’ means to that family. They may care more about a separate sleeping area than a sea view, or need to travel on one particular day.\\n\\nUse five questions to turn the first conversation into a short, useful brief. You can ask them on the phone or adapt them for an email. The aim is to understand this holiday well enough to begin, then confirm anything still missing.\",outcome:\"One agreed holiday brief that tells you what to search for and when to contact the customer again.\",steps:[{title:\"Ask the five questions\",body:\"Use the questions in the example as a conversation, not a script you must read word for word. Listen for the reason behind each answer. If the customer says ‘somewhere quiet’, ask what they want to avoid. Ask about room arrangements and any practical requirements that affect your search. Where a request needs more personal detail, use your normal private process to discuss and record it.\"},{title:\"Separate essentials from preferences\",body:\"Ask, ‘Which two or three things would make this holiday right for you?’ Record those clearly. A separate bedroom might be essential; a sea view might be a preference. Check where they can be flexible, such as the departure airport or date. This gives you a sensible way to offer an alternative if the first search does not fit.\"},{title:\"Write one short brief\",body:\"Put the answers in the customer record you already use. Write the whole-party budget and what it needs to cover, rather than leaving an unexplained figure. Record children’s ages at travel when needed to search and price accurately. Leave unanswered points marked ‘to confirm’ instead of guessing. Collect the information needed for this stage; a first enquiry is not a reason to ask for passport scans or card details.\\n\\nIf you use Luna Work, check the existing household details before adding this trip’s brief.\"},{title:\"Read it back and agree the next step\",body:\"Say or send a short summary before you start searching. Give the customer a chance to correct it, and agree a realistic time for your reply. If their wishes and budget do not fit, ask which part they would consider changing. Do not quietly increase the budget or remove an essential. Once the brief is clear, begin with a small selection you can explain.\"}],examples:[{title:\"Five questions for the first conversation\",type:\"questions\",content:{items:[{question:\"Who is travelling?\",detail:\"How many adults and children, and how old will the children be when you travel?\"},{question:\"When would you like to go, and for how long?\",detail:\"Which dates and departure airports work? Is there any flexibility?\"},{question:\"What would make this a really good holiday for you?\",detail:\"Where would you like to go? What matters about the room, meals, journey or things to do? Is there anything we need to plan around?\"},{question:\"What total budget would you like me to work to?\",detail:\"Is that for everyone? What should it include—such as bags and transfers—and is spending money separate?\"},{question:\"What would you like to happen next?\",detail:\"Are you ready to compare options, or exploring an idea? How and when would you like me to reply?\"}]}},{title:\"A completed holiday brief\",type:\"brief\",content:{label:\"Fictional example \\xb7 planning notes, not a priced offer\",fields:[{label:\"Travellers\",value:\"Two adults; children aged 7 and 10 at travel\"},{label:\"When\",value:\"Seven nights; depart 7–9 August 2027\"},{label:\"Where\",value:\"Open to Spain or Portugal; depart Manchester\"},{label:\"Essentials\",value:\"Separate sleeping area for the children; pool; transfer of roughly one hour or less\"},{label:\"Preferences\",value:\"Breakfast included; somewhere quieter in the evening\"},{label:\"Budget\",value:\"Up to \\xa33,500 for all four, including flights, accommodation, two checked bags, transfers and compulsory charges. Spending money separate.\"},{label:\"To confirm\",value:\"Whether one day either side of the requested departure dates would work\"},{label:\"Next action\",value:\"Agent to send two suitable options by Thursday at 3pm; email preferred\"}]}},{title:\"A confirmation email you can adapt\",type:\"email\",content:{subject:\"Your family holiday—have I understood you correctly?\",body:\"Thanks for talking through your plans.\\n\\nI’ll look for seven nights in Spain or Portugal, departing Manchester between 7 and 9 August 2027, for two adults and children aged 7 and 10.\\n\\nYour priorities are separate sleeping space for the children, a pool and a transfer of around an hour or less. Breakfast included and quieter evenings would be a bonus.\\n\\nI’ll work to a total of \\xa33,500 for flights, accommodation, two checked bags, transfers and compulsory charges, with spending money separate.\\n\\nWould a departure one day either side also work? Please correct anything I’ve missed. I’ll email two suitable options by Thursday at 3pm, or let you know if I need to discuss a change to the brief.\\n\\nThanks,\\nExample Travel\"}}],firstAction:\"Take your next holiday enquiry and write down the answers to the five questions before searching.\",check:\"Could a colleague use your notes to start the right search without asking you what the customer meant? If not, clarify that point with the customer.\",sources:[{title:\"ICO: collect only the personal information needed for the purpose\",url:\"https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/data-protection-principles/a-guide-to-the-data-protection-principles/data-minimisation/\"},{title:\"ABTA: accessible travel—booking and pre-departure\",url:\"https://www.abta.com/tips-and-advice/accessible-travel/accessible-travel-booking-and-pre-departure\"},{title:\"Luna Work: customer records, inbox and reply drafts\",url:\"https://www.travelgenix.io/what-we-do/luna-work\"},{title:\"Quick Quote: building, sending and following up a quote\",url:\"https://www.travelgenix.io/what-we-do/quick-quote\"}],productHelp:{title:\"Keep the brief with the customer\",body:\"Luna Work’s Customer 360 helps you review the household details before asking your questions. Check what has changed for this trip. Once the brief is clear, Quick Quote can turn an enquiry into a draft quote for you to check.\",links:[{label:\"See Luna Work customer records\",href:\"https://www.travelgenix.io/what-we-do/luna-work\"},{label:\"Start a quote with Quick Quote\",href:\"https://www.travelgenix.io/what-we-do/quick-quote\"}]},path:\"/guides/what-to-ask-before-quoting-a-holiday\"},\"which-travel-enquiries-to-deal-with-first\":{id:\"which-travel-enquiries-to-deal-with-first\",title:\"Which travel enquiries should I deal with first?\",summary:\"Sort a busy inbox by who needs help now, what has a real deadline and what you have already promised.\",time:\"About 10 minutes to sort your current enquiries\",intro:\"A new enquiry, a customer waiting for a quote and someone having trouble on holiday can all land in the same inbox. Start by asking: what could happen if this waits? Then check the deadlines and the replies you have promised. Make a short list that tells you what to do next.\",outcome:\"One list showing who needs attention first, the next action and who will do it.\",steps:[{title:\"Find anyone who needs help with their trip now\",body:\"Look first for customers travelling now, unable to check in, missing a transfer or facing another immediate problem. Follow your business’s assistance process and involve the right supplier or support contact. Give the customer a named person and agree when they will hear from you again. Keep ownership until a colleague has accepted the handover. This is customer support, not a sales opportunity. ABTA advises holidaymakers to raise problems with their travel company while they are still away.\"},{title:\"Check real deadlines and promises\",body:\"Next, look for a confirmed supplier deadline and any callback or update you have promised. Record the exact time, time zone and where the deadline came from. A customer saying ‘I’d love to book soon’ is different from a supplier confirming that an option expires at 11am. Do not invent urgency. Work backwards from genuine deadlines so there is time for the action needed. If two important jobs overlap, arrange help or contact the affected customer before you miss a promise.\"},{title:\"Give new enquiries a clear next step\",body:\"Once immediate support, deadlines and promises are covered, deal with new enquiries. Acknowledge the request, ask for any essential missing detail and say when you will reply properly. Choose a time you can keep. Someone exploring next year’s holiday still deserves an answer, but may need a short conversation before a detailed search. Do not let these enquiries disappear: put their next action on the same list.\"},{title:\"Write down who is doing what\",body:\"Use your existing customer system, a simple sheet or a notebook. For each open enquiry, record one next action, an owner and the next customer update. If you work alone, you are the owner. ‘Follow up’ is too vague; ‘ask which departure dates work’ tells you what to do. Check the list when a new urgent issue arrives and before you finish for the day. If a promised reply will be late, explain what is happening and agree a new time.\\n\\nIf you use Luna Work, review the inbox with this list beside you.\"}],examples:[{title:\"Five messages: where would you start?\",type:\"table\",afterStep:2,content:{label:\"Fictional worked example \\xb7 no real customers or live supplier offers\",context:\"It is Tuesday at 10am at Example Travel. All times below are UK time. Sam handles the deadline while Jo helps the customer already travelling.\",columns:[\"Start with\",\"Message\",\"Why it matters\",\"Next action and timing\"],rows:[[\"1 \\xb7 Immediate support\",\"A customer has reached their hotel, but reception cannot find the booking.\",\"They need help with the trip they are on.\",\"Jo contacts the customer and the relevant assistance contact now, then agrees the next update. Keep this out of the sales queue.\"],[\"2 \\xb7 Confirmed deadline\",\"A customer wants to proceed. The supplier has confirmed that their held option expires at 11am.\",\"There is a genuine deadline, verified in the supplier’s message.\",\"Sam contacts the customer now to explain the next booking step and deadline. Check the supplier’s terms and obtain the required authorisation before proceeding.\"],[\"3 \\xb7 A promise to keep\",\"You agreed to call a customer about their quote at 10.30am.\",\"They are expecting your call at a specific time.\",\"Sam prepares for the 10.30am call. If it clashes with the booking, arrange a handover or contact the customer before then to agree another time.\"],[\"4 \\xb7 New enquiry\",\"A new customer has sent their dates, airport, travellers and budget.\",\"There is enough information to agree the next step; no deadline is stated.\",\"Acknowledge the enquiry after the time-sensitive actions are covered. Agree when you will send suitable options and add that promise to the list.\"],[\"5 \\xb7 Early holiday idea\",\"Someone is thinking about Japan in a future year, with no dates or budget yet.\",\"They need help shaping the idea before a detailed search.\",\"Reply with a few useful questions or offer a short call. Record the agreed next step so the enquiry is not forgotten.\"]],note:\"These are example circumstances, not response-time rules. A new message or a nearer deadline can change the order. If you work alone, use your normal assistance contacts and keep track of the other commitments while support is under way.\"}},{title:\"A reply you can adapt for a new holiday enquiry\",type:\"email\",afterStep:3,content:{subject:\"Your holiday enquiry — what happens next\",body:\"Hi [first name],\\n\\nThanks for getting in touch about [holiday idea].\\n\\nI’ll [specific next action] and get back to you by [day, date and time].\\n\\nBefore I start, could you confirm [one missing detail]?\\n\\nThanks,\\n[Your name]\",note:\"Replace every bracket, choose a realistic reply time and remove the question if you already have the details. Use your assistance process for a customer who needs help during their trip.\"}},{title:\"Copy this short priority list\",type:\"template\",afterStep:4,content:\"Customer or internal reference: [ ]\\nWhat needs attention: [ ]\\nConfirmed deadline or reply already promised: [date, time, time zone; record ‘none’ if none]\\nNext action: [one specific task]\\nOwner: [name]\\nNext customer update: [agreed date and time]\\n\\nRepeat for each open enquiry, then put the immediate support and time-sensitive actions at the top.\"}],firstAction:\"Take five open messages. Identify any immediate traveller support first, then write a next action and owner for each message.\",check:\"Can you see who needs help now, which deadlines are confirmed and which replies you have promised? Before finishing, make sure nobody is waiting beyond a time you agreed without an update.\",sources:[{title:\"ABTA: holiday complaint FAQs — raising a problem while on holiday\",url:\"https://www.abta.com/help-and-complaints/holiday-complaint-faqs\"},{title:\"Luna Work: customer records, inbox and reply drafts\",url:\"https://www.travelgenix.io/what-we-do/luna-work\"}],productHelp:{title:\"Organise the inbox with Luna Work\",body:\"Use Luna Work to review incoming messages and decide who should reply. Apply the order in this guide: immediate travel problems, real deadlines and promised replies. Check the latest customer information before choosing the next action; an AI suggestion should not decide whether an urgent problem can wait.\",links:[{label:\"See the Luna Work inbox\",href:\"https://www.travelgenix.io/what-we-do/luna-work\"}]},path:\"/guides/which-travel-enquiries-to-deal-with-first\"},\"crm-for-travel-agents-information\":{id:\"crm-for-travel-agents-information\",existingUrl:\"https://www.travelgenix.io/crm-for-travel-agents-information\",title:\"CRM for travel agents: make one customer record useful\",summary:\"Keep the holiday brief, the last conversation and the next action together so you can pick up an enquiry without searching your inbox.\",time:\"About 15 minutes for one enquiry\",intro:\"A CRM is a system for keeping customer information and conversations together. Its value is simple: you or a colleague should be able to open a record and know what needs to happen next.\\n\\nStart with one current enquiry in the system your business already uses. You do not need to reorganise every customer or fill in every available box. Make this one record clear enough to use tomorrow.\",outcome:\"One customer enquiry with an accurate holiday brief and a clear next action.\",steps:[{title:\"Open the right customer and current enquiry\",body:\"Look for an existing customer record before creating another one. Check enough detail to be sure you have the right person. Keep this holiday’s request distinct from previous trips: last year’s airport, travelling party or budget may have changed. Add a short name for the enquiry, such as “Family beach holiday — July”. Use the place your team has agreed for enquiry notes; a second private list on your own computer makes it harder for somebody else to help.\"},{title:\"Record the few details needed to find the holiday\",body:\"Write who is travelling, the dates or flexibility, departure airports, overall budget and the things that matter most. Use the customer’s words where they are useful. “Wants a short transfer” tells you more than “likes luxury”. Distinguish an answer from an assumption: “children’s ages on departure still to confirm” should not become two guessed ages. Keep the note relevant to this enquiry. The ICO’s guidance is to collect enough information for the job, without collecting more than you need.\"},{title:\"Add the last useful update\",body:\"Write a short dated note about what has actually happened. For example: “Sent two options today. Customer is checking the school dates and asked us to wait until Thursday.” Include where the options or conversation can be found. Avoid labels such as “difficult” or “keen” that do not tell a colleague what to do. If the customer corrects something, update the current brief and leave a clear explanation of the change where your system allows it.\"},{title:\"Give the next action a person and a time\",body:\"Replace “follow up” with the question or job that is still needed. Name the person responsible and choose a date that fits the conversation. In the example, Sam needs the confirmed dates and children’s ages before preparing a revised quote. Set the reminder in the system your team already checks. If a message is scheduled, check the latest conversation before it goes out. A reply or booking may mean the planned message needs changing or cancelling.\"},{title:\"Check that someone else could pick it up\",body:\"Ask a colleague to read the record without a spoken explanation. Can they tell what the customer wants, what is still unknown and what happens next? If you work alone, close the inbox and test the record yourself. Add the missing detail, then stop. Keep access to people who need it and follow your business’s rules for storing and removing information. A customer record is not automatically permission for promotional emails: check your recorded marketing permissions separately before adding anyone to a campaign.\"}],examples:[{title:\"A customer record someone else can use\",type:\"record\",content:{label:\"Fictional training record — not a product screenshot\",fields:[{label:\"Customer\",value:\"Alex Morgan — contact details held in the customer record\"},{label:\"Current enquiry\",value:\"Family beach holiday — seven nights in July 2027\"},{label:\"Travellers\",value:\"Two adults and two children; children’s ages on departure still to confirm\"},{label:\"Dates and airport\",value:\"Customer checking exact school dates; can use Bristol or Birmingham\"},{label:\"Budget\",value:\"Up to \\xa33,200 for the whole party, including the requested flights, hotel, bags and transfers\"},{label:\"What matters most\",value:\"A short transfer and a room arrangement that gives the adults some space\"},{label:\"Latest update\",value:\"Tuesday 20 October: sent two initial options. Customer asked us to wait until Thursday while checking dates.\"},{label:\"Next action\",value:\"Sam to ask for confirmed dates and children’s ages on Thursday 22 October, then check room and price options\"},{label:\"Marketing\",value:\"Not part of this task. Check the separate permission record before sending promotions.\"}],note:\"This shows useful information, not a promise that every CRM has these exact fields. Use your team’s existing notes and task controls.\"}},{title:\"Change a vague reminder into a useful one\",type:\"comparison\",content:{before:\"Follow up Alex — keen customer.\",after:\"Thursday 22 October — Sam: ask Alex for the confirmed July dates and children’s ages on departure before checking the room and revising the quote.\"}}],firstAction:\"Open one active enquiry and replace a vague reminder with a specific next action, a person and a date.\",check:\"Can the next colleague continue from the record without searching several email threads? If they need to ask you what it means, rewrite that part in plain words.\",sources:[{title:\"ICO: collect only the personal information needed for the task\",url:\"https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/data-protection-principles/a-guide-to-the-data-protection-principles/data-minimisation/\"},{title:\"ICO: keep personal information accurate\",url:\"https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/data-protection-principles/a-guide-to-the-data-protection-principles/accuracy/\"},{title:\"ICO: rules for promotional emails and messages\",url:\"https://ico.org.uk/for-organisations/direct-marketing-and-privacy-and-electronic-communications/guidance-on-direct-marketing-using-electronic-mail/how-do-we-comply-with-the-pecr-electronic-mail-marketing-rules/\"},{title:\"Travelify customer and booking records\",url:\"https://www.travelgenix.io/what-we-do/travelify\"},{title:\"Luna Work: customer records, inbox and reply drafts\",url:\"https://www.travelgenix.io/what-we-do/luna-work\"}],productHelp:{title:\"Give each record a clear job\",body:\"Use Luna Work’s Customer 360 for the household and conversation context. Travelify keeps customer history alongside booking records. Agree where your team records the current brief and next action, then use that place consistently. Ask your account manager to show the workflow with one of your own enquiries.\",links:[{label:\"Explore Luna Work\",href:\"https://www.travelgenix.io/what-we-do/luna-work\"},{label:\"See Travelify booking records\",href:\"https://www.travelgenix.io/what-we-do/travelify\"}]},path:\"/crm-for-travel-agents-information\"},\"travel-quote-template\":{id:\"travel-quote-template\",existingUrl:true,title:\"Put together a holiday quote customers can understand\",summary:\"Show two suitable options, explain the difference and make the next step clear, with a worked holiday quote and a template to copy.\",time:\"About 20 minutes once you have checked the holiday details\",intro:\"You have found two good holidays. The customer now needs to understand why you chose them, what the price includes and what to do next. A long list of hotel facilities rarely answers those questions.\\n\\nUse this example to put the important details in one place. Start with the customer's brief, show the useful differences and finish with a simple choice.\",outcome:\"A clear holiday quote that explains your recommendation and gives the customer an easy way to reply.\",steps:[{title:\"Start with what the customer asked for\",body:\"Write one sentence about the holiday they want. Include the dates, travellers and two or three priorities. Check children's ages at travel. Then choose a small number of suitable options you can explain. If an option misses an essential, say so and ask whether the customer would consider changing the brief.\"},{title:\"Show the differences side by side\",body:\"Use the same headings for both options. Give the actual flights, room arrangement, meals, bags and transfers. Add one useful reason to choose each. Write your recommendation in ordinary language: ‘This costs \\xa3160 more but gives you a shorter transfer.’ Check every claim against the supplier information. Mark requests and unanswered questions clearly.\"},{title:\"Make the price and booking position clear\",body:\"Lead with the total for everyone travelling, including compulsory charges. Show any amounts paid locally within that total and explain how they are paid. Keep optional extras separate unless the customer has selected them. Include checked deposit and balance arrangements. Say when you checked the price and whether anything is held. A quote does not mean the holiday is reserved.\\n\\nUse your normal approved booking conditions and the required information for the holiday you are selling. For packages, that includes the relevant pre-contract information. The example below teaches the layout; it does not replace those documents.\"},{title:\"Ask one clear question and check it on a phone\",body:\"Ask which option they prefer or which detail needs changing. Explain that you will recheck price and availability before taking the booking forward. Open the quote on a phone: can you read the total, find the differences and contact the adviser? Check the dates, sums and links, then save the version you send with the enquiry.\\n\\nIf the customer says to proceed, confirm the option and quote version, then save their actual reply with the enquiry. A request to book is not supplier confirmation. Record any outstanding checks, who will handle them and when the customer will get an update.\\n\\nIn Quick Quote, open the customer’s quote page to make this check.\"}],examples:[{title:\"A family quote with two clear choices\",type:\"comparison\",content:{label:\"Fictional teaching example \\xb7 invented hotels, flights, prices and payment terms\",context:\"Example Travel \\xb7 prepared 21 October 2026 at 10am. Your brief: seven nights in Spain, separate sleeping space for the children, breakfast and a transfer under an hour. Budget: \\xa33,500 for the whole family. Nothing is reserved.\",columns:[\"Your holiday\",\"Option A \\xb7 Example Pine Bay\",\"Option B \\xb7 Example Coast Gardens\"],rows:[[\"Travellers and dates\",\"2 adults; children aged 7 and 10 at travel. 8–15 August 2027; 7 nights.\",\"Same travellers, dates and duration.\"],[\"Flights \\xb7 all times local\",\"Example Air EA101: Manchester–Barcelona, 8 August, 09:00–12:30. EA102: Barcelona–Manchester, 15 August, 14:00–15:30.\",\"Same flights.\"],[\"Room and meals\",\"Two-bedroom apartment: one double bedroom and one twin bedroom. Breakfast included.\",\"Two-bedroom apartment: one double bedroom and one twin bedroom. Breakfast included.\"],[\"Bags and transfers\",\"Two 20kg checked bags for the party, both ways; one small under-seat bag per person. Private return transfers; about 55 minutes each way.\",\"Same bags. Private return transfers; about 35 minutes each way.\"],[\"Why consider it?\",\"Lower total, with more of your budget left for meals and activities.\",\"Shorter transfer; costs \\xa3160 more for the family.\"],[\"Total for all four\",\"\\xa33,260 including all compulsory charges.\",\"\\xa33,420 including all compulsory charges.\"],[\"Illustrative payments\",\"\\xa3400 deposit; \\xa32,860 balance by 1 June 2027. No separate compulsory local payment in this example.\",\"\\xa3400 deposit; \\xa33,020 balance by 1 June 2027. No separate compulsory local payment in this example.\"],[\"Outside these totals\",\"Lunches, dinners, spending money and optional activities.\",\"Same exclusions.\"],[\"Before booking\",\"Price and availability must be checked again. Supply the actual organiser details, applicable protection, conditions and required information.\",\"Same checks; compare the actual change and cancellation terms for this option too.\"]],conclusion:\"My recommendation: Option B if the shorter transfer is worth \\xa3160 to you. Option A also meets your brief and leaves more of your budget available. Which would you like me to check again, or is there anything you would change?\",note:\"All arrangements and figures are invented. In a real quote, replace the final row with the actual information and working document links; do not send this example as an offer.\"},afterStep:3},{title:\"Copy this structure for your next quote\",type:\"template\",content:{body:\"YOUR HOLIDAY QUOTE\\nPrepared: [date and time] \\xb7 Adviser: [name and contact]\\n\\nYou asked for: [dates, travellers, budget and priorities].\\n\\nOPTION A\\n[Destination, hotel, exact room and meals]\\n[Flights: airline, airports, dates and local times]\\n[Baggage, transfers and selected extras]\\nTotal for the whole party: [currency and amount, including compulsory charges]\\n[Deposit, balance and payment dates; any local payment within the total]\\nWhy it suits you: [one checked reason]\\n\\nOPTION B\\n[Use the same headings and explain the main difference]\\n\\nMy recommendation: [option and reason based on their brief].\\nNot included: [clear list of relevant exclusions].\\nBooking position: [what is held, if anything; when price was checked; recheck needed].\\nImportant information: [actual organiser, applicable protection, conditions and required documents].\\n\\nWhich option would you like me to check again? You can also tell me what you would change.\",note:\"Replace every bracketed section, check the totals and attach or link the actual documents before sending. Use the verified conditions for each option.\"},afterStep:4}],firstAction:\"Take one quote you are about to send. Put the whole-party total and the main reason for your recommendation near the top.\",check:\"Without calling you, could the customer explain the difference between the options, what each total includes and how to take the next step?\",sources:[{title:\"CMA: clear total prices, compulsory charges and amounts paid locally\",url:\"https://www.gov.uk/government/publications/price-transparency-cma209/providing-clear-and-accurate-information-about-prices-summary\"},{title:\"UK Government: Package Travel Regulations guidance for businesses (PDF)\",url:\"https://assets.publishing.service.gov.uk/media/62dea082e90e0766afece5ee/package-travel-regulations-2018-guidance.pdf\"},{title:\"Quick Quote: building, sending and following up a quote\",url:\"https://www.travelgenix.io/what-we-do/quick-quote\"}],productHelp:{title:\"Build the quote in Quick Quote\",body:\"Quick Quote lets you bring the holiday details, photos, choices and total into a quote carrying your agency’s brand. The customer can read it on a phone, request a change or ask to book. Check the facts and price before sending. Quick Quote is included on Ignite and Bespoke.\",links:[{label:\"See how Quick Quote works\",href:\"https://www.travelgenix.io/what-we-do/quick-quote\"}]},path:\"/travel-quote-template\"},\"the-follow-up-playbook-how-to-convert-more-travel-enquiries-without-being-pushy\":{id:\"the-follow-up-playbook-how-to-convert-more-travel-enquiries-without-being-pushy\",existingUrl:true,title:\"Follow up a holiday quote without being pushy\",summary:\"Give customers a useful reason to reply, with example messages for sending a quote, answering a concern, following up and closing an enquiry.\",time:\"About 10 minutes for one enquiry\",intro:\"You sent a holiday quote and have heard nothing. Before writing ‘just checking in’, look at what the customer still needs to decide. They may be comparing rooms or waiting for leave to be approved.\\n\\nA useful follow-up helps with that decision. Choose the example that fits; these are not messages to send to everyone.\",outcome:\"One useful follow-up message and a clear record of what should happen next.\",steps:[{title:\"Send the quote with a clear next step\",body:\"Explain your recommendation and ask one question that helps the customer choose. Agree when and how to follow up, then record it. Someone waiting for next week's work rota needs a different timetable from someone travelling tomorrow. Promise only what you can deliver.\"},{title:\"Answer the concern before sending more options\",body:\"Answer the customer's question before adding more options. Check the supplier detail rather than guessing. Explaining the sleeping arrangement may help more than three more hotels. If you cannot answer yet, say what you are checking and when you will update them. Keep that promise even if the answer is still outstanding.\"},{title:\"Follow up at the agreed time with something useful\",body:\"Read the latest conversation before replying. Has the customer already answered a colleague? Do you owe them a detail? Have they asked for more time? Use the agreed contact route and focus on the unresolved question. Mention a deadline only when you have checked what actually expires and when. Never suggest rooms or prices are held unless they are.\"},{title:\"Know when to leave the enquiry with them\",body:\"If they ask you to stop, stop. If an agreed follow-up gets no answer, use your judgement about whether a final closing message would help, then close the active sales task. Record ‘no reply’ if that is all you know; do not assume the price was wrong.\\n\\nA request for one holiday quote does not give permission for every future offer. Keep messages within what the customer requested. Before sending further promotional emails or texts, check that you have consent or meet all the conditions of an applicable soft opt-in. Make it easy to stop messages.\"}],examples:[{title:\"1. Send the quote and agree a follow-up\",type:\"email\",content:{subject:\"Your family holiday: two options to compare\",body:\"Hi Alex,\\n\\nYour quote compares two options for 8–15 August. Both give the children their own bedroom and include breakfast, bags and private transfers.\\n\\nOption A totals \\xa33,260 for all four of you. Option B is \\xa33,420, with a transfer of about 35 minutes instead of 55. I would lean towards B if the shorter journey is worth the extra \\xa3160 to you.\\n\\nNothing is reserved; I will check the price and availability again before we take a booking forward.\\n\\nWhich matters more to you: the shorter transfer or keeping the total lower? Would you like me to email again on Tuesday, after you have had time to discuss it?\\n\\nThanks,\\nSam \\xb7 Example Travel\",note:\"Fictional example using the quote guide's figures. Send the checked quote with this message. Replace the details with the customer's actual options.\"},afterStep:1},{title:\"2. Reply to a specific question\",type:\"email\",content:{subject:\"The children's bedroom in Option B\",body:\"Hi Alex,\\n\\nI have checked the room description for the two-bedroom apartment in Option B. It has a double bedroom and a separate twin bedroom, so the children would not be sleeping on a sofa bed in the living area.\\n\\nDoes that answer your main concern, or would you like me to check another detail about the room?\\n\\nThanks,\\nSam \\xb7 Example Travel\",note:\"This is an invented room arrangement. Only say you have checked a detail when you have verified it for the exact room and rate being quoted.\"},afterStep:2},{title:\"3. Follow up when you said you would\",type:\"email\",content:{subject:\"Your holiday options: which feels right?\",body:\"Hi Alex,\\n\\nYou asked me to email on Tuesday after you had discussed the two options. Have you decided whether the shorter transfer matters enough to choose Option B, or would you prefer the lower total for Option A?\\n\\nIf neither feels right, tell me what is missing and I will help you work out what to change. If you need more time, just let me know.\\n\\nI will recheck the current price and availability before taking either option forward.\\n\\nThanks,\\nSam \\xb7 Example Travel\",note:\"Use this only when the customer agreed to that follow-up. If they declined further contact or have already replied, do not send it.\"},afterStep:3},{title:\"4. Close the active enquiry politely\",type:\"email\",content:{subject:\"Leaving your holiday enquiry with you\",body:\"Hi Alex,\\n\\nI have not heard back, so I will leave the enquiry with you and stop the reminders. Nothing has been reserved or booked.\\n\\nIf you decide to pick this up later, reply with your current plans and I can check fresh options. There is no need to reply now.\\n\\nThanks,\\nSam \\xb7 Example Travel\",note:\"Use your judgement about whether a closing message is useful. Do not send another sales message after a request to stop. Make sure ‘nothing booked’ is accurate.\"},afterStep:4},{title:\"A useful follow-up note for your customer record\",type:\"template\",content:{body:\"Customer and enquiry: [name / internal reference]\\nLatest quote: [link or version]\\nDecision or question still outstanding: [specific point]\\nWhat I owe the customer: [answer or action, or none]\\nAgreed next contact: [date, time and email/phone/message]\\nPerson responsible: [name]\\nStop or contact preferences: [record accurately]\\nOutcome after contact: [actual reply, next step or no reply]\",note:\"Keep this with the enquiry so a covering colleague can see the current position. This task note does not replace your marketing-permission record.\"},afterStep:4}],firstAction:\"Open one unanswered quote. Find the specific question still holding up the decision, then write a short message that helps answer it.\",check:\"Does your message give the customer a useful reason to reply, fit the contact they agreed to and avoid promises you have not checked?\",sources:[{title:\"ICO: requested messages, marketing and customer-service messages\",url:\"https://ico.org.uk/for-organisations/direct-marketing-and-privacy-and-electronic-communications/guidance-on-direct-marketing-using-electronic-mail/key-concepts-for-direct-marketing-using-electronic-mail/\"},{title:\"ICO: consent, soft opt-ins and stopping electronic marketing\",url:\"https://ico.org.uk/for-organisations/direct-marketing-and-privacy-and-electronic-communications/guidance-on-direct-marketing-using-electronic-mail/how-do-we-comply-with-the-pecr-electronic-mail-marketing-rules/\"},{title:\"Quick Quote: building, sending and following up a quote\",url:\"https://www.travelgenix.io/what-we-do/quick-quote\"},{title:\"Luna Work: customer records, inbox and reply drafts\",url:\"https://www.travelgenix.io/what-we-do/luna-work\"}],productHelp:{title:\"Prepare a useful follow-up with Quick Quote\",body:\"Quick Quote shows quote activity and uses Luna to draft follow-up messages for you to check and send. Choose a message that answers this customer’s question, at the time you agreed. Use the Luna Work inbox to review the latest conversation before replying.\",links:[{label:\"See Quick Quote follow-ups\",href:\"https://www.travelgenix.io/what-we-do/quick-quote\"},{label:\"Review conversations in Luna Work\",href:\"https://www.travelgenix.io/what-we-do/luna-work\"}]},path:\"/the-follow-up-playbook-how-to-convert-more-travel-enquiries-without-being-pushy\"},\"customer-found-holiday-cheaper-online\":{id:\"customer-found-holiday-cheaper-online\",title:\"What to say when a customer finds it cheaper online\",summary:\"Compare the details, explain the real difference and reply without rushing to offer a discount.\",time:\"About 15 minutes once both offers are available\",intro:\"‘I’ve found it cheaper’ does not have to end the conversation. The customer may have found a different holiday, or they may have found the same arrangements at a lower price. Your first job is to check.\\n\\nMake one clear comparison and explain what you know. A useful, honest reply gives the customer something to decide on. You do not need to criticise another business or promise to beat its price.\",outcome:\"A checked comparison and one clear reply to the customer.\",steps:[{title:\"Thank them and ask for the details\",body:\"Ask for the offer link or a screenshot showing the chosen dates, travellers and total. Explain that you want to compare the same holiday. If they send a personal quote, ask them to hide booking references and other private details you do not need. Check the offer while it is available; a headline price alone does not tell you what the customer selected.\"},{title:\"Check the same trip and the same choices\",body:\"Match the dates, airports, flights, hotel, room, meals and party size. Then check the bags, transfers and other extras the customer actually wants. Write ‘not confirmed’ where the information is missing. Also compare payment dates, change and cancellation conditions, and who provides support. Check the protection stated for each arrangement; price and the website’s appearance do not establish it.\"},{title:\"Show the totals clearly\",body:\"Use the full price for each offer, including compulsory charges. Add separately priced optional extras only when they are part of what this customer wants, and label them clearly. Keep any amount paid locally visible within the comparison. If something cannot yet be confirmed, say so. In the example, adding the requested bags and transfers narrows the difference, but the other offer is still \\xa340 lower.\"},{title:\"Explain the difference and ask what matters\",body:\"Keep your reply factual. If your offer costs more, explain any actual differences and the service you will provide. If the arrangements and terms match and the other price is lower, acknowledge it. You can check another option or a discount you can afford, but you do not have to match every price. Ask which option suits the customer, then agree the next step without invented urgency.\"}],examples:[{title:\"Compare what the family actually wants\",type:\"comparison\",content:{label:\"Fictional teaching example \\xb7 no live prices or real supplier offers\",context:\"Two adults and two children aged 7 and 10. Seven nights from 8 August 2027 at the fictional Example Bay Hotel. All figures are for the whole party, and both starting totals include all compulsory charges in this example.\",columns:[\"Check\",\"Example Travel\",\"Other offer\"],rows:[[\"Flights and dates\",\"Same outbound and return flights\",\"Same outbound and return flights\"],[\"Room and meals\",\"Family room; all-inclusive\",\"Same family room; all-inclusive\"],[\"Starting total\",\"\\xa32,400\",\"\\xa32,180\"],[\"Two 20kg checked bags, both ways\",\"Included\",\"Optional: \\xa380 total\"],[\"Shared return transfers for four\",\"Included\",\"Optional: \\xa3100 total\"],[\"Total with the requested extras\",\"\\xa32,400\",\"\\xa32,360\"],[\"Payment and cancellation terms\",\"Check and record\",\"Check and record\"],[\"Support and financial protection\",\"Check and record\",\"Check and record\"]],conclusion:\"The other offer is \\xa340 lower for the listed travel items. The terms, support and protection still need comparing before you describe the offers as equivalent. Bags and transfers are optional additions here, not hidden compulsory charges.\"}},{title:\"First reply: ask for the offer\",type:\"message\",content:\"Thanks for letting me know. Could you send me the link or a screenshot showing the dates, travellers and total you selected? Please hide any booking reference or other private details.\\n\\nI’ll check the flights, room, bags and transfers against our quote, then explain any differences so you can compare them properly.\"},{title:\"Reply after checking the example prices\",type:\"email\",content:{subject:\"Your holiday price comparison\",body:\"Thanks for sending the offer. I’ve checked the flights, dates, family room and meals against our quote.\\n\\nThe other offer starts at \\xa32,180. Adding the two checked bags and return transfers you asked for brings it to \\xa32,360. Our total for those items is \\xa32,400, so the other offer is \\xa340 lower.\\n\\nBefore you decide, I’ll also compare the payment and cancellation terms and confirm the support and protection for each arrangement. With Example Travel, I would be your contact for pre-travel questions.\\n\\nWould you like me to finish that comparison, or check whether changing the travel dates gives us another suitable option?\\n\\nThanks,\\nExample Travel\",note:\"Replace the fictional figures and business name. Keep the service promise only if it describes what your business actually provides.\"}}],firstAction:\"Use the first-reply example the next time a customer mentions a lower price. Ask for the details before discussing a discount.\",check:\"Can the customer see exactly which items match, what remains unconfirmed and how you reached each total? If not, simplify the comparison before sending it.\",sources:[{title:\"CMA: providing clear and accurate information about prices\",url:\"https://www.gov.uk/government/publications/price-transparency-cma209/providing-clear-and-accurate-information-about-prices-summary\"},{title:\"ABTA: check whether and how a booking is financially protected\",url:\"https://www.abta.com/tips-and-advice/is-my-money-protected\"},{title:\"ICO: data minimisation\",url:\"https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/data-protection-principles/a-guide-to-the-data-protection-principles/data-minimisation/\"},{title:\"Quick Quote: building, sending and following up a quote\",url:\"https://www.travelgenix.io/what-we-do/quick-quote\"}],productHelp:{title:\"Show your checked option in Quick Quote\",body:\"Once you have checked the comparison, use Quick Quote to present your option with its included items, choices and full price. Explain the actual difference in your covering message. You still need to check the other offer yourself; a quote tool does not establish that two holidays match.\",links:[{label:\"Build a clear option in Quick Quote\",href:\"https://www.travelgenix.io/what-we-do/quick-quote\"}]},path:\"/guides/customer-found-holiday-cheaper-online\"},\"tracking-travel-commission-expected-received-and-still-owed\":{id:\"tracking-travel-commission-expected-received-and-still-owed\",existingUrl:\"https://www.travelgenix.io/tracking-travel-commission-expected-received-and-still-owed\",title:\"Track the commission from one holiday booking\",summary:\"See what you expect to receive, what has arrived and what is left after the costs of one booking.\",time:\"About 20 minutes for one booking\",intro:\"A \\xa32,400 holiday sale is not \\xa32,400 earned by your agency. Start with the commission your agreement gives you, then keep two questions separate: has it been paid, and what will this booking leave the business?\\n\\nChoose one booking today. You do not need to build a new finance system. Use your existing booking record or a short list kept where the person checking payments can find it.\",outcome:\"One booking with its expected commission, payment position and next action clearly recorded.\",steps:[{title:\"Find the agreed commission amount\",body:\"Open the booking confirmation and the supplier terms that apply. Record the booking reference, currency and expected commission. If you need to calculate it, check which part of the price earns commission. For example, 10% of an agreed \\xa31,800 basis is \\xa3180; it is not automatically 10% of the whole holiday price. Use your actual agreement, not the illustrative rate in this guide. If your host or adviser receives a share, record that separately so you can see what your own business keeps.\"},{title:\"Write down when and how you expect it\",body:\"Find the payment arrangement in the agreement. Is the supplier paying your agency later, or does your agency retain its commission when settling the booking? Record the relevant date or event and the next time you will check. An amount awaiting travel is different from a payment that is late. Do not chase a second payment for money you have already retained. Keep the customer’s holiday deposit and balance outside this commission check.\"},{title:\"Compare the record with what has arrived\",body:\"When the supplier statement arrives, match the booking reference and compare amounts in the same currency. Write down the amount received and any difference. If a payment covers several bookings, use the statement to allocate it. Do not split the payment equally or quietly change your expectation to make it fit. Check amendments, cancellations, deductions and currency conversion before deciding money is missing. Give an unexplained difference an owner and a next action.\"},{title:\"See what the booking leaves your business\",body:\"For a simple estimate, add the commission and customer fee your agency keeps. Subtract any discount funded by your agency and the other costs of that booking. Use the worked example and calculator in this guide. Include each amount once: if a discount or adviser share has already reduced the commission entered, do not subtract it again. Use the same currency and have your accounts colleague confirm how VAT belongs in your inputs. The result is money towards running the business, not net profit or money necessarily in the bank.\"},{title:\"Update the same record when things change\",body:\"If the booking is amended, keep the old expected commission and add the new amount with a short explanation. If the agreed basis changes from \\xa32,000 to \\xa31,800 at an illustrative 10%, the expectation falls from \\xa3200 to \\xa3180. A later \\xa3180 payment then matches. Finish by recording one next action, such as checking the next statement or asking the supplier to explain a deduction. Follow the supplier’s own query process and deadlines.\"}],examples:[{title:\"A completed commission record\",type:\"record\",content:{label:\"Fictional booking — teaching example\",fields:[{label:\"Booking reference\",value:\"EX-1042\"},{label:\"Supplier confirmation\",value:\"Agreed commission basis \\xa31,800 \\xd7 illustrative 10% = \\xa3180\"},{label:\"Agency/adviser split\",value:\"None in this example\"},{label:\"Expected commission\",value:\"\\xa3180\"},{label:\"Payment arrangement\",value:\"Trip ended 15 October. Fictional agreement: payment during November.\"},{label:\"Received so far\",value:\"\\xa30\"},{label:\"Position\",value:\"Checked 20 October: awaiting the November payment run; not overdue\"},{label:\"Next action\",value:\"Sam to check the November statement on 1 December\"}],note:\"The rate and payment arrangement are invented to explain the method. Use the terms for your own booking.\"}},{title:\"What is left from this booking?\",type:\"table\",content:{columns:[\"Item\",\"Amount\"],rows:[[\"Commission the agency keeps\",\"\\xa3180\"],[\"Customer fee the agency keeps\",\"+ \\xa320\"],[\"Discount funded by the agency\",\"− \\xa330\"],[\"Other costs for this booking\",\"− \\xa312\"],[\"Left towards running the business\",\"\\xa3158\"]],note:\"Fictional figures on a consistent basis after any VAT treatment has been dealt with. No adviser or host share is due in this example. The \\xa3158 is before general running costs and business taxes; it is not net profit or a cash balance.\"}}],calculator:{title:\"What will this booking leave?\",intro:\"Use figures for one commission-based agency booking, in pounds, after any adviser or host share. Have your accounts colleague confirm the VAT basis before relying on the result.\",fields:[{id:\"commission\",label:\"Commission your agency keeps (\\xa3)\",value:180},{id:\"fee\",label:\"Customer fee your agency keeps (\\xa3)\",value:20},{id:\"discount\",label:\"Discount funded by your agency (\\xa3)\",value:30},{id:\"costs\",label:\"Other costs for this booking (\\xa3)\",value:12}],formula:\"commission + fee - discount - costs\",resultLabel:\"Left towards running the business\",note:\"An estimate before general running costs and business taxes. This does not calculate VAT, TOMS, accounting profit or cash received. Enter each cost once.\",negativeResult:\"These figures leave a shortfall before your general running costs. Recheck the amounts and any discount.\",zeroResult:\"These figures leave nothing towards your general running costs.\",validation:\"Enter a number of zero or more in each box.\"},firstAction:\"Pick one booking and record the expected commission, what has been received and the next date you need to check it.\",check:\"Could a colleague tell whether this booking is awaiting payment, paid or needs a query? If not, add the missing explanation before checking another booking.\",sources:[{title:\"HMRC: Travel agents and VAT — the treatment depends on how you sell\",url:\"https://www.gov.uk/guidance/travel-agents-and-vat-notice-7096\"},{title:\"HMRC: Tour Operators’ Margin Scheme — separate rules for relevant bought-in and resold travel\",url:\"https://www.gov.uk/guidance/tour-operators-margin-scheme-for-vat-notice-7095\"},{title:\"Expedia Group: TAAP commission example — check your own agreement\",url:\"https://partner.expediagroup.com/en-us/join-us/taap\"},{title:\"Travelify: booking records, pricing and after-sales\",url:\"https://www.travelgenix.io/what-we-do/travelify\"}],productHelp:{title:\"Start with the Travelify booking record\",body:\"Travelify brings the order, its products and payment records together, giving you a starting point for this check. Use the booking reference to find the supplier statement and agreed commission. Keep the expected and received amounts in your accounts process. A booking margin on screen does not prove the commission has been paid.\",links:[{label:\"See Travelify order management\",href:\"https://www.travelgenix.io/what-we-do/travelify\"}]},path:\"/tracking-travel-commission-expected-received-and-still-owed\"},\"hand-over-travel-bookings-before-time-off\":{id:\"hand-over-travel-bookings-before-time-off\",title:\"Hand over your bookings before taking time off\",summary:\"Leave clear next actions, agree who will cover them and show your colleague where to find checked booking information.\",time:\"About 20 minutes for a small handover\",intro:\"You are about to take a few days off. One customer is waiting for a quote, another travels on Saturday, and a balance is due next week. Your colleague needs to know what happens next without piecing together your inbox.\\n\\nUse this short handover for the work that needs attention while you are away. Start with three items, then add any others that need cover.\",outcome:\"A colleague has accepted the work, can open the right records and knows what to do if something becomes urgent.\",steps:[{title:\"Choose what needs cover\",body:\"Check your diary, active enquiries and bookings through to your first day back. Look for customers travelling, payment deadlines, promised replies and unanswered supplier questions. Include anything a colleague might need to handle unexpectedly, such as a customer already away. You do not need to copy every customer record. Give each item a booking or enquiry reference so it is easy to find.\"},{title:\"Write the next action for each item\",body:\"Use the examples below: current status, next action, owner, deadline and where the checked instructions are held. ‘Waiting for supplier’ needs a follow-up date. Mark anything unconfirmed clearly. Link to the existing record or document instead of copying sensitive information into another file. Keep only what the cover person needs; do not add passport copies or card details to the handover.\"},{title:\"Get your colleague to accept the handover\",body:\"Walk through the list together. Ask your colleague to open the records using their own authorised access and explain their first action. Agree who covers them if they become unavailable. Show where the current supplier emergency instructions are held and check the numbers and operating hours against the latest booking documents. Ask for a clear ‘I’ve accepted these actions’, then record it. If you work alone, arrange suitable authorised cover before promising customers someone will help.\\n\\nFor a Travelify booking, open the order together and check the individual products as well as the overall status.\"},{title:\"Tell customers how to get help\",body:\"Introduce the cover person where a customer expects a reply during your absence. Give the real contact route and hours, and make sure someone will monitor it. Update your out-of-office message to match. For customers travelling, point to the checked urgent-contact instructions in their booking documents. Do not promise round-the-clock help unless it is arranged. Before leaving, check that nothing new has arrived that changes the handover.\"}],examples:[{title:\"1. An enquiry waiting for a reply\",type:\"record\",afterStep:2,content:{label:\"Fictional handover \\xb7 cover dates 22 October–1 November 2026\",fields:[{label:\"Reference\",value:\"ENQ-104 \\xb7 Portugal family holiday\"},{label:\"Current status\",value:\"Two options sent. Customer asked whether checked bags are included.\"},{label:\"Next action\",value:\"Check both quotes, then email the baggage details and any additional cost.\"},{label:\"Owner\",value:\"Sam\"},{label:\"Deadline\",value:\"22 October, 3pm\"},{label:\"Checked instructions\",value:\"ENQ-104 record: customer email and supplier quotes dated 21 October.\"}]}},{title:\"2. A booking departing soon\",type:\"record\",afterStep:2,content:{label:\"Fictional handover\",fields:[{label:\"Reference\",value:\"BK-208 \\xb7 departure 24 October\"},{label:\"Current status\",value:\"Documents sent. Revised transfer pickup time requested but not confirmed.\"},{label:\"Next action\",value:\"Chase supplier; send written confirmation to customer. If unresolved, tell Priya.\"},{label:\"Owner\",value:\"Sam\"},{label:\"Deadline\",value:\"23 October, 11am\"},{label:\"Checked instructions\",value:\"BK-208 record: transfer request and latest booking pack, checked 21 October. Supplier emergency route is on the pack’s contact page.\"}]}},{title:\"3. A balance coming due\",type:\"record\",afterStep:2,content:{label:\"Fictional handover\",fields:[{label:\"Reference\",value:\"BK-319 \\xb7 balance due 27 October\"},{label:\"Current status\",value:\"Balance shown as outstanding when checked on 21 October.\"},{label:\"Next action\",value:\"Check for a new payment before sending the agreed reminder.\"},{label:\"Owner\",value:\"Priya\"},{label:\"Deadline\",value:\"26 October, 10am\"},{label:\"Checked instructions\",value:\"BK-319 record: supplier invoice for due date, current payment record and approved payment instructions.\"}]}},{title:\"A completed acceptance note\",type:\"message\",afterStep:3,content:\"Fictional team note \\xb7 21 October\\n\\nSam accepted ENQ-104 and BK-208. Priya accepted BK-319. Both opened the records successfully.\\n\\nPriya covers Sam; Sam covers Priya. For an urgent travel issue, use the booking’s checked supplier emergency instructions. BK-208’s contact page and hours were checked today. The shared duty rota holds our internal contact details.\\n\\nBoth colleagues will add actions and customer replies to the existing records.\"},{title:\"Copy this blank handover\",type:\"template\",afterStep:3,content:\"AWAY FROM: ___  RETURNING: ___\\n\\nBOOKING / ENQUIRY REFERENCE: ___\\nCURRENT STATUS, CHECKED ON: ___\\nNEXT ACTION: ___\\nOWNER: ___\\nDEADLINE: ___\\nRECORD / VERIFIED INSTRUCTIONS HELD AT: ___\\nIF URGENT, USE: ___\\n\\nOWNER ACCEPTED ON: ___\\nACCESS CHECKED: ___\\nBACKUP PERSON, AGREED WITH THEM: ___\\n\\nRepeat the booking section for each item needing cover.\"},{title:\"Introduce the colleague taking over\",type:\"email\",afterStep:4,content:{subject:\"Your Portugal enquiry while I’m away\",body:\"Hi Alex,\\n\\nI’m away from 22 October until 2 November. My colleague Sam will look after your Portugal enquiry and email the baggage details by 3pm on Thursday 22 October.\\n\\nIf you have any questions, reply to this email. Sam is covering this inbox Monday to Friday, 9am–5pm. I’ve shared our notes, so you won’t need to explain your plans again.\\n\\nI’ll be back on Monday 2 November.\\n\\nBest wishes,\\nJamie\",note:\"Fictional example. Replace the names, dates, reply route and hours with the cover you have actually agreed.\"}}],firstAction:\"Choose one booking needing attention while you are away and write its next action, owner and deadline.\",check:\"Can the cover person find the instructions and explain what they will do next? Have they explicitly accepted the work?\",sources:[{title:\"ICO: keep personal information relevant and limited to what is needed\",url:\"https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/data-protection-principles/a-guide-to-the-data-protection-principles/data-minimisation/\"},{title:\"ICO: protect the personal information you hold\",url:\"https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/data-protection-principles/a-guide-to-the-data-protection-principles/integrity-and-confidentiality-security/\"},{title:\"Luna Work: customer records, inbox and reply drafts\",url:\"https://www.travelgenix.io/what-we-do/luna-work\"},{title:\"Travelify: booking records, pricing and after-sales\",url:\"https://www.travelgenix.io/what-we-do/travelify\"}],productHelp:{title:\"Show your colleague the records they need\",body:\"Use Luna Work for the customer conversation and Travelify for the booking, product status and payment record. Put the relevant references in your handover, then ask your colleague to open them with their own access. This makes it easier to find the latest facts without copying the whole record.\",links:[{label:\"Find customer context in Luna Work\",href:\"https://www.travelgenix.io/what-we-do/luna-work\"},{label:\"Find the booking in Travelify\",href:\"https://www.travelgenix.io/what-we-do/travelify\"}]},path:\"/guides/hand-over-travel-bookings-before-time-off\"},\"use-ai-to-improve-a-customer-reply\":{id:\"use-ai-to-improve-a-customer-reply\",title:\"Use AI to improve one customer reply\",summary:\"Turn a rough holiday-enquiry reply into a clear message, while keeping control of the facts and what you promise.\",time:\"About 15 minutes\",intro:\"You know what you need to tell the customer, but the words are a bit rushed. This is a useful job for AI: helping you make an ordinary reply clearer.\\n\\nStart with the fictional example in this guide. The customer wants a family holiday, and the agent needs two missing details before looking at options. You are improving the wording of one message. You are not asking AI to find a hotel or check a live price.\",outcome:\"One short customer reply you have checked and are happy to send.\",steps:[{title:\"Start with a small, ordinary reply\",body:\"Choose a message that asks for missing information or explains the next step. Write what you would normally say, even if it is untidy. For your first try, use the fictional draft here. For real work, use a tool your business has approved for the information involved. A writing exercise does not need a whole customer email chain, passport details or a booking reference.\"},{title:\"Say exactly what you want changed\",body:\"Copy the example instruction and replace the rough wording with your own. An instruction to an AI tool is often called a prompt. Ask for a short, friendly reply in ordinary UK English, using only the information you supply. Name anything it must leave uncertain. In this example, no price, hotel or availability has been checked.\"},{title:\"Check the facts against your original notes\",body:\"Read the draft beside the information you gave it. Check the destination, departure airport, length of stay and questions. Remove anything it added without evidence, such as a promise of heated pools or a claim that suitable rooms are available. A confident sentence is not proof. If the tool has invented details, correct them yourself or ask for a new version using only your notes.\"},{title:\"Make it sound like your agency\",body:\"Read the reply aloud. Keep phrases you would naturally use on the phone, and change anything that sounds stiff or overexcited. The customer should quickly see what you need from them. Two short questions are easier to answer than a long paragraph covering every part of the holiday. You do not have to keep every sentence the AI suggests.\"},{title:\"Add the final details and send it yourself\",body:\"Put the checked wording into your normal email or messaging system. Add the correct greeting and your usual signature there. Check the recipient and remove any placeholder text. Read the whole message once more before sending. Save the instruction for another day if it helped, but check each new reply against that customer's request.\"}],examples:[{title:\"1. The rough reply\",type:\"draft\",content:\"Fictional example — no real customer details.\\n\\nThanks for your enquiry. Can help look for a week in Mallorca from Manchester at October half-term for 2 adults and 2 children. Want a hotel with pool. Need exact dates you can go and children's ages when travelling. Then can look at options. No prices or availability checked yet, need to check pool opening for the dates too.\"},{title:\"2. The instruction to copy into your AI tool\",type:\"prompt\",content:\"Rewrite this rough holiday-enquiry reply in friendly, ordinary UK English. Keep it under 100 words and use short paragraphs. Ask the two questions as bullets.\\n\\nUse only the facts in the draft. Do not add a price, hotel recommendation, availability, discount or promise. Keep it clear that prices, availability and pool opening still need checking. Do not add a customer name or signature.\\n\\nDraft:\\nThanks for your enquiry. Can help look for a week in Mallorca from Manchester at October half-term for 2 adults and 2 children. Want a hotel with pool. Need exact dates you can go and children's ages when travelling. Then can look at options. No prices or availability checked yet, need to check pool opening for the dates too.\"},{title:\"3. A checked reply\",type:\"email\",content:\"Thanks for getting in touch. I can help you look at a week in Mallorca from Manchester for two adults and two children during October half-term.\\n\\nBefore I look at options, could you tell me:\\n• The exact dates you can travel?\\n• How old each child will be when you travel?\\n\\nI’ve noted that you’d like a hotel with a pool. Prices, availability and pool opening for your dates still need checking.\\n\\nOnce I have those details, I can start looking.\"},{title:\"4. What the agent checked\",type:\"check\",content:\"The destination, airport, week-long stay and party match the rough draft.\\nThe reply asks for the two missing details.\\nThere is no invented hotel, price or availability.\\nPool opening still needs checking.\\nThe next step is clear: the customer replies with dates and ages.\"}],firstAction:\"Try the fictional prompt once. Compare the result with the rough draft and cross out anything the AI added without being asked.\",check:\"Before sending, ask: does this reply keep the facts, make the next step clear and sound like something I would say? Afterwards, notice whether the customer can answer without asking you to explain the message. If the AI version takes longer to fix than writing it yourself, keep the task smaller next time.\",sources:[{title:\"OpenAI: checking the accuracy of AI responses\",url:\"https://help.openai.com/en/articles/8313428-does-chatgpt-tell-the-truth\"},{title:\"ICO: only use the personal information needed for the task\",url:\"https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/data-protection-principles/a-guide-to-the-data-protection-principles/data-minimisation/\"},{title:\"Luna Work: customer records, inbox and reply drafts\",url:\"https://www.travelgenix.io/what-we-do/luna-work\"}],productHelp:{title:\"Check a reply draft in Luna Work\",body:\"Luna Work offers suggested replies in its inbox. Use the same check shown here: compare the draft with the customer’s message and your verified notes, correct it, then decide whether to send. Keep any unconfirmed price, availability or supplier answer clearly marked as unconfirmed.\",links:[{label:\"See Luna Work reply drafts\",href:\"https://www.travelgenix.io/what-we-do/luna-work\"}]},path:\"/guides/use-ai-to-improve-a-customer-reply\"},\"how-to-plan-customer-messages-after-booking\":{id:\"how-to-plan-customer-messages-after-booking\",existingUrl:\"https://www.travelgenix.io/guides/how-to-plan-customer-messages-after-booking\",title:\"What to send when a holiday is booked\",summary:\"Send a clear booking message with the right documents, payment dates and next steps, using a completed example and a template you can copy.\",time:\"About 15 minutes for one booking\",intro:\"The customer has said yes. Now they want to know that their holiday is booked, what they have paid and what happens next. A short, friendly message can answer all three.\\n\\nUse it alongside your booking confirmation and documents. Keep the helpful summary near the top so the customer does not have to search through attachments.\",outcome:\"Your customer has the right booking documents and knows what to check, when to pay and how to contact you.\",steps:[{title:\"Check what is actually confirmed\",body:\"Open the booking and check each part with the latest supplier information. A payment received does not, by itself, mean the holiday is confirmed. If something is still awaiting confirmation, say exactly what it is and when you will update the customer. In Travelify, check the order and its individual items before calling the whole trip confirmed.\"},{title:\"Put the useful details in one short message\",body:\"Give the booking reference, destination, dates and travellers. Then show the total, payments received, remaining balance and due date. Keep special requests separate from confirmed arrangements. Ask the customer to check names and holiday details against the documents and contact you promptly if anything looks wrong.\"},{title:\"Send the right documents and show where to find them\",body:\"Attach or link the current booking confirmation, payment information and required documents for that booking. Explain which tickets or vouchers will follow, if any. Open the links yourself before sending. Travelgenix Booking Documents can put your confirmation and booking pack in your agency’s branding. If you use Luna Travel, include the customer’s trip link so they can find their documents on their phone.\"},{title:\"Explain the next contact and save what you sent\",body:\"Tell the customer what happens next and give a reply route your team monitors. Set your own reminder for any promised update. Save the message with the booking so a colleague can see it too. Keep this message about their holiday; they do not need a list of other offers alongside their confirmation.\"}],examples:[{title:\"Check the booking before writing\",type:\"record\",afterStep:1,content:{label:\"Fictional booking \\xb7 checked 21 October 2026\",fields:[{label:\"Booking reference\",value:\"EX-2048 \\xb7 Alex Morgan\"},{label:\"Holiday\",value:\"Spain \\xb7 8–15 August 2027 \\xb7 2 adults and 2 children\"},{label:\"Confirmed\",value:\"Flights, two-bedroom apartment, breakfast and private return transfers.\"},{label:\"Request only\",value:\"A quiet apartment away from the pool. Requested, not guaranteed.\"},{label:\"Payment\",value:\"\\xa33,420 total; \\xa3400 received; \\xa33,020 due by 1 June 2027.\"},{label:\"Next contact\",value:\"Send confirmation today. Put a balance reminder in the diary for 25 May.\"}],note:\"Names, dates, hotel arrangements and figures are invented. In a real booking, check the supplier confirmation and current payment record.\"}},{title:\"A booking email the customer can follow\",type:\"email\",afterStep:3,content:{subject:\"Your Spain holiday is confirmed \\xb7 EX-2048\",body:\"Hi Alex,\\n\\nYour Spain holiday is confirmed for 8–15 August 2027 for two adults and two children. Thank you for booking with us.\\n\\nYour booking includes flights, a two-bedroom apartment at Example Coast Gardens with breakfast, and private return transfers. The full details are in your booking confirmation.\\n\\nTotal holiday price: \\xa33,420\\nPayment received: \\xa3400\\nRemaining balance: \\xa33,020, due by 1 June 2027\\n\\nYour booking confirmation and payment receipt are attached. Please check the traveller names, dates and holiday details, and let me know promptly if anything needs correcting.\\n\\nWe have requested a quiet apartment away from the pool. This is a request, not a guaranteed room location.\\n\\nI will send a balance reminder before the due date. The supplier will issue the final travel documents later; I will update you by 25 July if they have not arrived by then.\\n\\nIf you have a question, reply to this email. I monitor it Monday to Friday, 9am–5pm.\\n\\nBest wishes,\\nJamie\\nExample Travel\",note:\"Fictional example, not a booking confirmation. Use the actual documents, issue dates, contact hours and confirmed arrangements for the holiday you have sold. Add any other documents required for that booking.\"}},{title:\"If part of the booking is still pending\",type:\"message\",afterStep:3,content:{body:\"Hi Alex,\\n\\nWe have received your \\xa3400 payment for booking EX-2048. The flights are confirmed, but we are still waiting for the hotel confirmation. The full holiday is not yet confirmed.\\n\\nI am checking this with the supplier and will update you by 3pm today, even if I am still waiting. Please reply here if you have any questions.\\n\\nJamie\",note:\"Separate fictional situation. Only use wording that matches the actual booking and payment position; choose an update time you can meet.\"}},{title:\"Copy this booking message\",type:\"template\",afterStep:4,content:{subject:\"Your [destination] holiday \\xb7 [booking reference]\",body:\"Hi [name],\\n\\n[Clear booking status]. Your holiday is [dates] for [travellers]. Thank you for booking with us.\\n\\nConfirmed arrangements: [brief summary].\\nRequests still awaiting confirmation: [details, or remove].\\n\\nTotal holiday price: [amount]\\nPayments received: [amount]\\nBalance remaining: [amount], due by [date]\\n\\nYour documents: [what is attached or linked].\\nPlease check the traveller names, dates and holiday details and contact us promptly if anything needs correcting.\\n\\nWhat happens next: [next update or action, who will handle it and when].\\n\\nFor questions, [monitored contact route and hours].\\n\\nBest wishes,\\n[adviser and agency]\",note:\"Replace every bracketed section. Check the current status, figures, dates and documents before sending. Remove payment or request lines that do not apply.\"}}],firstAction:\"Open one newly confirmed booking and write the three lines showing its total, amount paid and remaining balance.\",check:\"Can the customer tell what is confirmed, where the documents are and what happens next without calling you?\",productHelp:{title:\"Send a useful confirmation in your own brand\",body:\"Travelgenix Booking Documents provides branded confirmation emails and booking packs, with supplier documents added through Travelify. Use the wording above to make the next step clear. Luna Travel gives the customer a trip link with their itinerary and documents together on their phone. Start with one checked booking and preview what the customer will receive.\",links:[{label:\"Explore Booking Documents\",href:\"https://www.travelgenix.io/what-we-do/booking-documents\"},{label:\"See Luna Travel\",href:\"https://www.travelgenix.io/what-we-do/luna-travel-app\"},{label:\"See Travelify order management\",href:\"https://www.travelgenix.io/what-we-do/travelify\"}]},sources:[{title:\"Travelgenix: booking confirmations and documents\",url:\"https://www.travelgenix.io/what-we-do/booking-documents\"},{title:\"Travelify: order status and after-sales checks\",url:\"https://www.travelgenix.io/what-we-do/travelify\"},{title:\"Luna Travel: trip access and customer documents\",url:\"https://www.travelgenix.io/what-we-do/luna-travel-app\"}],path:\"/guides/how-to-plan-customer-messages-after-booking\"},\"send-a-holiday-balance-reminder\":{id:\"send-a-holiday-balance-reminder\",title:\"Send a clear holiday balance reminder\",summary:\"Tell customers how much is due, when to pay and where to pay, with a completed reminder and a simple template.\",time:\"About 10 minutes for one reminder\",intro:\"A good balance reminder makes the next step easy. The customer should see the amount, due date and payment route straight away.\\n\\nBefore sending it, check whether a payment has arrived since you last looked. A reminder for money already paid creates unnecessary worry and extra work for both of you.\",outcome:\"Your customer knows exactly what is due and how to pay, and you have a clear next action if there is no response.\",steps:[{title:\"Check the amount and date first\",body:\"Open the booking and current payment record. Check the total, payments received, any agreed changes and the actual customer due date. Ask your accounts colleague if a payment is unclear. If the customer says they have paid, check before asking again. Use Travelify alongside your payment records; changing a booking price does not itself collect or refund money.\"},{title:\"Write the amount, due date and booking reference\",body:\"Put these three details near the top. Mention the destination so the customer recognises the booking. Keep the tone calm and helpful. Use the agreed due date, not a new deadline chosen for the reminder. Send it early enough for the customer to act; the example uses one week before the balance is due.\"},{title:\"Give one clear way to pay\",body:\"Use your business’s approved payment route and test the link. In Travelgenix Booking Documents, balance reminders can take the customer straight to their booking page to pay. If you take payment another way, give the checked instructions for that method. Do not ask customers to email or message card details. Give a monitored contact route if they need help.\"},{title:\"Record the reminder and check again before chasing\",body:\"Save when the reminder was sent and set a date to check the payment. If an automatic reminder is already scheduled, avoid sending a second one yourself. After payment arrives, update the record and send the normal receipt. If the due date passes, check the payment position and booking terms before contacting the customer. Ask what is happening; do not invent a cancellation deadline or extra fee.\"}],examples:[{title:\"The check before the reminder\",type:\"record\",afterStep:1,content:{label:\"Fictional booking \\xb7 checked 25 May 2027 at 10am\",fields:[{label:\"Reference\",value:\"EX-2048 \\xb7 Alex Morgan \\xb7 Spain, 8–15 August\"},{label:\"Holiday total\",value:\"\\xa33,420\"},{label:\"Payment received\",value:\"\\xa3400 deposit\"},{label:\"Balance still due\",value:\"\\xa33,020\"},{label:\"Customer due date\",value:\"1 June 2027\"},{label:\"Next action\",value:\"Jamie to send the reminder today and check payment on 1 June.\"}],note:\"Invented figures and terms. Use the actual customer due date and current records for your booking.\"}},{title:\"A clear balance reminder\",type:\"email\",afterStep:3,content:{subject:\"Your Spain holiday balance is due 1 June \\xb7 EX-2048\",body:\"Hi Alex,\\n\\nA quick reminder that the remaining \\xa33,020 for your Spain holiday is due by 1 June 2027.\\n\\nBooking reference: EX-2048\\nTravel dates: 8–15 August 2027\\nHoliday total: \\xa33,420\\nAlready paid: \\xa3400\\nAmount remaining: \\xa33,020\\n\\nPlease open your booking page using the payment button below.\\n\\nIf you have already paid, or have a question about the balance, please reply so I can check it for you. You can also contact me before the due date if you need to discuss the payment.\\n\\nThank you,\\nJamie\\nExample Travel\",note:\"Fictional example. In your real email, add and test the approved payment button or link. This teaching example contains no working payment link.\"}},{title:\"If the due date has passed\",type:\"message\",afterStep:4,content:{body:\"Hi Alex,\\n\\nI have checked booking EX-2048 this morning and cannot yet see the \\xa33,020 balance that was due on 1 June. Have you already paid, or can I help with the payment?\\n\\nPlease reply today so we can check the position together.\\n\\nThank you,\\nJamie\",note:\"Fictional example after a fresh payment check. Follow the actual booking terms and your agreed process if further action is needed.\"}},{title:\"Copy this reminder\",type:\"template\",afterStep:4,content:{subject:\"Your [destination] holiday balance is due [date] \\xb7 [reference]\",body:\"Hi [name],\\n\\nA quick reminder that the remaining [amount and currency] for your [destination] holiday is due by [date].\\n\\nBooking reference: [reference]\\nTravel dates: [dates]\\nHoliday total: [amount]\\nPayments received: [amount]\\nBalance remaining: [amount]\\n\\nPlease pay using [approved payment link or checked instructions].\\n\\nIf you have already paid or have a question, please [monitored contact route] so we can check it for you.\\n\\nThank you,\\n[adviser and agency]\",note:\"Replace every bracketed section. Check recent payments, the due date and the payment link immediately before sending.\"}}],firstAction:\"Choose one balance due soon. Check its current payment record, then put the amount and due date in the first sentence of your reminder.\",check:\"Can the customer see what is due, when it is due and how to pay? Have you checked for a recent payment and an existing reminder?\",productHelp:{title:\"Let your booking documents handle the reminder\",body:\"Travelgenix Booking Documents includes instalment and final balance reminders in your brand. The payment button opens the customer’s booking page with the reference filled in. You can use your own wording, and the system checks the booking again before sending. Ask your account manager to check the setup with you, including how payments and any manual adjustments reach the booking record.\",links:[{label:\"See balance reminders in Booking Documents\",href:\"https://www.travelgenix.io/what-we-do/booking-documents\"},{label:\"See Travelify booking and payment checks\",href:\"https://www.travelgenix.io/what-we-do/travelify\"}]},sources:[{title:\"Travelgenix: balance reminders and the customer booking page\",url:\"https://www.travelgenix.io/what-we-do/booking-documents\"},{title:\"Travelify: keep booking changes and payments aligned\",url:\"https://www.travelgenix.io/what-we-do/travelify\"}],path:\"/guides/send-a-holiday-balance-reminder\"},\"check-a-booking-before-customers-travel\":{id:\"check-a-booking-before-customers-travel\",title:\"Check a booking before the customer travels\",summary:\"Check the booking, find anything still missing and send one useful message before your customer leaves.\",time:\"About 15 minutes for one straightforward booking\",intro:\"Your customer travels next week. They need to know where their documents are, what they still need to do and who to contact if there is a problem.\\n\\nStart this check early enough to fix anything missing. The time needed will depend on the holiday. A complicated itinerary or an outstanding request may need attention well before the final week.\",outcome:\"One checked booking, a clear owner for anything outstanding and a customer who knows what happens next.\",steps:[{title:\"Open the latest booking information\",body:\"Use the confirmed booking and the latest supplier messages. Check traveller names, dates, flights, accommodation and any transfers or extras. Look for changes since the original confirmation. If you use Travelify, start with the booking record, then check any later supplier updates. Do not rely on an old quote or assume a requested change has been confirmed.\"},{title:\"Find and deal with anything missing\",body:\"Check that the expected tickets, vouchers and instructions are available. Look at outstanding payments, check-in tasks and any agreed assistance or special arrangements. For each gap, write who will act and by when. A request sent to a supplier is still a request until confirmed. If something may affect the trip, tell the customer what you are checking and when you will update them.\"},{title:\"Make sure the customer can find the essentials\",body:\"Open the documents and check that they are the correct versions. Confirm the customer can access them and knows where the current urgent-contact details are. If you use Luna Travel, check the traveller view, uploaded documents and Before you travel page. Link to current official travel and entry advice for the customer’s passport and route; do not copy old requirements into a template.\"},{title:\"Send a short message and note any reply\",body:\"Say where the documents are, what the customer needs to do and how to reach you. Only say something is complete after checking it. Give a real reply route and working hours. For urgent travel problems, point to the checked contact instructions in the booking documents. Record the message and any promised follow-up. If new information arrives before departure, update the customer.\"}],examples:[{title:\"A booking check with one item still open\",type:\"record\",afterStep:2,content:{label:\"Fictional booking check \\xb7 21 October 2026\",fields:[{label:\"Booking\",value:\"BK-426 \\xb7 Alex Morgan \\xb7 Portugal \\xb7 29 October–5 November\"},{label:\"Booking details\",value:\"Names, dates, flights and hotel checked against current supplier confirmation.\"},{label:\"Documents\",value:\"Flight and hotel documents received. Transfer voucher still missing.\"},{label:\"Other checks\",value:\"Balance recorded as paid. Check-in instructions received. No unanswered customer request.\"},{label:\"Next action\",value:\"Jamie to request the transfer voucher from the supplier today.\"},{label:\"Customer update due\",value:\"22 October, by 3pm, even if the voucher has not arrived.\"},{label:\"Where to find the work\",value:\"BK-426 booking record, including supplier messages and current documents.\"}],note:\"This check has one open item. It is not ready to be marked complete.\"}},{title:\"The useful message once the missing item is resolved\",type:\"email\",afterStep:4,content:{subject:\"Your Portugal holiday: documents and next steps\",body:\"Hi Alex,\\n\\nYour flight, hotel and transfer documents are now in the Documents section of your Luna Travel app. I have checked them against the latest supplier confirmation.\\n\\nPlease open them before you travel and tell me straight away if any name or travel date looks wrong. Your flight document explains how and when to check in.\\n\\nThe Before you travel page includes links to the official travel and entry advice. Please check the guidance for your passport and journey.\\n\\nFor a question before you leave, reply here. I monitor this inbox Monday to Friday, 9am–5pm. The urgent-contact instructions for your trip are on the contact page in your documents.\\n\\nHave a lovely holiday.\\n\\nBest wishes,\\nJamie\",note:\"Fictional example, sent after the transfer voucher arrived. Use the document location, contact arrangements and checks that apply to the actual booking.\"}},{title:\"Copy this booking check\",type:\"template\",afterStep:4,content:\"BOOKING REFERENCE: ___\\nDEPARTURE DATE: ___\\nCHECKED BY / ON: ___\\n\\nLATEST BOOKING AND SUPPLIER UPDATES CHECKED: ___\\nNAMES, DATES AND BOOKED SERVICES CHECKED: ___\\nPAYMENTS AND CUSTOMER TASKS CHECKED: ___\\nDOCUMENTS AVAILABLE AND OPENING CORRECTLY: ___\\nAGREED REQUESTS CONFIRMED / STILL WAITING: ___\\nCURRENT CONTACT INSTRUCTIONS CHECKED: ___\\nOFFICIAL TRAVEL ADVICE LINKS CHECKED: ___\\n\\nANYTHING MISSING: ___\\nWHO WILL ACT: ___\\nACTION DUE: ___\\nCUSTOMER UPDATE DUE: ___\\n\\nCUSTOMER MESSAGE SENT ON: ___\\nANY REPLY OR FURTHER ACTION: ___\"}],firstAction:\"Open one booking departing soon and identify the first item that still needs checking or confirming.\",check:\"Can the customer open the right documents and find the help they need? Does every outstanding item have a person and a deadline?\",productHelp:{title:\"Use Travelify for the booking and Luna Travel for the traveller\",body:\"Travelify brings the booking and customer details together for your team. Luna Travel puts the itinerary, uploaded documents and your Before you travel information on the customer’s phone. Check both views before sending the final message. Luna Travel also supports two-way messages, but customers see them when they open the app, so keep a separate urgent-contact route. Ask your account manager about adding Luna Travel to your plan.\",links:[{label:\"Travelify booking management\",href:\"https://www.travelgenix.io/what-we-do/travelify\"},{label:\"Luna Travel trip pages\",href:\"https://www.travelgenix.io/what-we-do/luna-travel-app/trip-pages\"},{label:\"Luna Travel documents and messages\",href:\"https://www.travelgenix.io/what-we-do/luna-travel-app/messaging-and-service\"}]},sources:[{title:\"GOV.UK: current foreign travel advice\",url:\"https://www.gov.uk/foreign-travel-advice\"},{title:\"Travelgenix: Travelify booking management\",url:\"https://www.travelgenix.io/what-we-do/travelify\"},{title:\"Travelgenix: Luna Travel trip pages\",url:\"https://www.travelgenix.io/what-we-do/luna-travel-app/trip-pages\"},{title:\"Travelgenix: Luna Travel documents and messaging\",url:\"https://www.travelgenix.io/what-we-do/luna-travel-app/messaging-and-service\"}],path:\"/guides/check-a-booking-before-customers-travel\"},\"the-post-booking-gap-that-s-costing-you-repeat-clients\":{id:\"the-post-booking-gap-that-s-costing-you-repeat-clients\",existingUrl:true,title:\"What to say when a customer comes home\",summary:\"Send a friendly welcome-home message, deal with any problems and record the details that will help you next time.\",time:\"About 10 minutes to prepare one message\",intro:\"A short message after a holiday shows the customer that you are still interested in how it went. It also gives them an easy way to tell you about a problem.\\n\\nKeep the first message simple. Ask how the arrangements worked, read the answer and decide what needs doing. You do not need to turn it into a sales pitch.\",outcome:\"The customer has a clear way to give feedback, and you have recorded anything that needs attention.\",steps:[{title:\"Check the customer is home and read the booking notes\",body:\"Choose a booking that has recently ended. Check the return date and any messages received during the trip. If a problem is already open, deal with that in your message instead of sending a cheerful standard email. Check the customer’s contact preferences and your agency’s policy for feedback requests before sending.\"},{title:\"Ask one easy question\",body:\"Send a short message from the adviser who knows the booking. Ask how the arrangements worked and whether anything needs attention. Avoid assuming everything was wonderful. Give the customer a normal reply route. If they already left feedback through Luna Travel, read it and respond rather than asking them to repeat it.\"},{title:\"Act on the reply\",body:\"Thank the customer. If something went wrong, say who will look into it and when they will hear from you. Promise an update you can deliver, rather than a particular outcome before checking. Record useful details in the customer record: “prefers a quieter hotel location” is more helpful than “didn’t like Portugal”. Keep the customer’s meaning and do not guess.\"},{title:\"Agree any next step\",body:\"If the customer asks about another holiday, agree when and how to follow up. If they do not reply, you do not need to keep chasing. Keep later promotional emails separate from this feedback request and check the required permissions. Luna Marketing, free with Ignite, can help draft those later campaigns for your approval; a previous booking is not permission by itself.\"}],examples:[{title:\"A short welcome-home email\",type:\"email\",afterStep:2,content:{subject:\"Welcome home, Alex — how was your Portugal holiday?\",body:\"Hi Alex,\\n\\nWelcome home. I hope you have had time to settle back in.\\n\\nHow did the hotel and travel arrangements work for you? If anything fell short, please reply and tell me so I can look into it.\\n\\nThank you again for booking with us.\\n\\nBest wishes,\\nJamie\",note:\"Fictional example. Check the booking notes first and change the message if you already know about a problem.\"}},{title:\"A useful reply when something went wrong\",type:\"email\",afterStep:3,content:{subject:\"Your airport transfer\",body:\"Hi Alex,\\n\\nThank you for telling me about the wait for your airport transfer. I’m sorry it made the start of your holiday difficult.\\n\\nI’ll check the pickup arrangements and your report with the supplier. I’ll update you by 3pm on Friday 6 November, even if I am still waiting for their answer.\\n\\nI’ll be your contact for this. You can reply directly to this email.\\n\\nBest wishes,\\nJamie\",note:\"Fictional example. Follow your agency’s complaints process and choose a realistic update time.\"}},{title:\"What to record after the conversation\",type:\"record\",afterStep:3,content:{label:\"Fictional customer note \\xb7 5 November 2026\",fields:[{label:\"Customer / booking\",value:\"Alex Morgan \\xb7 BK-426 \\xb7 Portugal\"},{label:\"Customer feedback\",value:\"Enjoyed the hotel. Reported a long wait for the arrival transfer.\"},{label:\"Action and owner\",value:\"Jamie to check the transfer report with the supplier.\"},{label:\"Next customer update\",value:\"6 November, by 3pm.\"},{label:\"Useful preference\",value:\"Would like another hotel within walking distance of restaurants.\"},{label:\"Future contact\",value:\"No new holiday requested. Marketing permissions unchanged.\"}]}},{title:\"Copy this welcome-home message\",type:\"template\",afterStep:4,content:\"Subject: Welcome home, [name] — how was your [destination] holiday?\\n\\nHi [name],\\n\\nWelcome home. I hope you have had time to settle back in.\\n\\nHow did [the arrangements you booked] work for you? If anything needs attention, please reply and tell me so I can look into it.\\n\\nThank you again for booking with us.\\n\\nBest wishes,\\n[adviser name]\\n[monitored reply details]\"}],firstAction:\"Choose one customer who has just returned. Read their booking notes and write a three-sentence welcome-home message.\",check:\"Does the message fit what actually happened? If the customer reports a problem, is someone responsible for replying and following it through?\",productHelp:{title:\"Use Luna Travel for feedback and Luna Work for the reply\",body:\"Luna Travel asks for a review after the trip and collects it in your portal with the trip details. These reviews are not automatically posted elsewhere. Its message thread stays open after the holiday. Luna Work’s inbox and Customer 360 help your team review the customer context and prepare a checked reply. For a separate future marketing email, Luna Marketing can draft the content for you to approve. 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marketing\",url:\"https://ico.org.uk/for-organisations/direct-marketing-and-privacy-and-electronic-communications/guide-to-pecr/electronic-and-telephone-marketing/electronic-mail-marketing/\"}],path:\"/the-post-booking-gap-that-s-costing-you-repeat-clients\"}};const 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null;const parsed=Number(value);return Number.isFinite(parsed)&&parsed>=0&&parsed<=Number.MAX_SAFE_INTEGER/100?parsed:null;}function CommissionCalculator({config}){const initial=Object.fromEntries(config.fields.map(field=>[field.id,String(field.value)]));const[values,setValues]=React.useState(initial);const uid=React.useId();const parsed=Object.fromEntries(config.fields.map(field=>[field.id,parseMoney(values[field.id]??\"\")]));const valid=config.fields.every(field=>parsed[field.id]!==null);const result=valid?Math.round((parsed.commission+parsed.fee-parsed.discount-parsed.costs)*100)/100:null;const money=n=>new Intl.NumberFormat(\"en-GB\",{style:\"currency\",currency:\"GBP\",minimumFractionDigits:2,maximumFractionDigits:2}).format(n);return /*#__PURE__*/_jsxs(\"section\",{className:\"tgp-calculator\",\"aria-labelledby\":`${uid}-title`,children:[/*#__PURE__*/_jsx(\"span\",{className:\"tgp-eyebrow\",children:\"Try your own 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+ \",money(parsed.fee),\" −\",\" \",money(parsed.discount),\" − \",money(parsed.costs)]}),result<0&&/*#__PURE__*/_jsx(\"p\",{className:\"tgp-result-warning\",children:config.negativeResult}),result===0&&/*#__PURE__*/_jsx(\"p\",{className:\"tgp-result-warning\",children:config.zeroResult})]}):/*#__PURE__*/_jsxs(\"p\",{className:\"tgp-validation\",children:[config.validation,\" Use up to two decimal places.\"]})}),/*#__PURE__*/_jsxs(\"div\",{className:\"tgp-calculator-footer\",children:[/*#__PURE__*/_jsx(\"p\",{id:`${uid}-help`,className:\"tgp-note\",children:config.note}),/*#__PURE__*/_jsx(\"button\",{type:\"button\",className:\"tgp-copy\",onClick:()=>setValues(initial),children:\"Reset example\"})]})]});}const LAYOUT={\"what-to-ask-before-quoting-a-holiday\":[{step:0},{example:0},{step:1},{step:2},{example:1},{step:3},{example:2}],\"customer-found-holiday-cheaper-online\":[{step:0},{example:1},{step:1},{step:2},{example:0},{step:3},{example:2}],\"use-ai-to-improve-a-customer-reply\":[{step:0},{example:0},{step:1},{example:1},{step:2},{example:2},{example:3},{step:3},{step:4}],\"tracking-travel-commission-expected-received-and-still-owed\":[{step:0},{step:1},{step:2},{example:0},{step:3},{example:1},{calculator:true},{step:4}],\"crm-for-travel-agents-information\":[{step:0},{step:1},{step:2},{example:0},{step:3},{example:1},{step:4}]};function guideLayout(guide){if(LAYOUT[guide.id])return LAYOUT[guide.id];const items=[];guide.steps.forEach((_,index)=>{items.push({step:index});guide.examples.forEach((example,exampleIndex)=>{if((example.afterStep||guide.steps.length)===index+1)items.push({example:exampleIndex});});});if(guide.calculator)items.push({calculator:true});return items;}/**\n * 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window!==\"undefined\")window.print();},children:\"Print guide\"})]})]}),guideLayout(guide).map((item,index)=>{if(item.step!==undefined){const step=guide.steps[item.step];return /*#__PURE__*/_jsxs(\"section\",{className:\"tgp-step\",children:[/*#__PURE__*/_jsxs(\"div\",{className:\"tgp-step-head\",children:[/*#__PURE__*/_jsx(\"span\",{className:\"tgp-number\",\"aria-hidden\":\"true\",children:item.step+1}),/*#__PURE__*/_jsx(\"h2\",{children:step.title})]}),/*#__PURE__*/_jsx(\"div\",{className:\"tgp-step-body\",children:/*#__PURE__*/_jsx(Paragraphs,{text:step.body})})]},index);}if(item.example!==undefined)return /*#__PURE__*/_jsx(Example,{example:guide.examples[item.example]},index);if(item.calculator)return /*#__PURE__*/_jsx(CommissionCalculator,{config:guide.calculator},index);return null;}),/*#__PURE__*/_jsxs(\"section\",{className:\"tgp-action\",children:[/*#__PURE__*/_jsx(\"span\",{className:\"tgp-eyebrow\",children:\"Start with one\"}),/*#__PURE__*/_jsx(\"h2\",{children:\"Your first action\"}),/*#__PURE__*/_jsx(\"p\",{children:guide.firstAction})]}),/*#__PURE__*/_jsxs(\"section\",{className:\"tgp-check\",children:[/*#__PURE__*/_jsx(\"h2\",{children:\"A simple check\"}),/*#__PURE__*/_jsx(\"p\",{children:guide.check})]}),guide.productHelp&&/*#__PURE__*/_jsx(ProductHelp,{help:guide.productHelp}),/*#__PURE__*/_jsxs(\"details\",{className:\"tgp-sources\",children:[/*#__PURE__*/_jsx(\"summary\",{children:\"Sources and further help\"}),/*#__PURE__*/_jsx(\"ul\",{children:guide.sources.map((source,i)=>/*#__PURE__*/_jsx(\"li\",{children:/*#__PURE__*/_jsx(\"a\",{href:source.url,target:\"_blank\",rel:\"noopener noreferrer\",children:source.title})},i))})]}),/*#__PURE__*/_jsxs(\"nav\",{className:\"tgp-related\",\"aria-label\":\"More practical guides\",children:[/*#__PURE__*/_jsx(\"h2\",{children:\"More practical 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