73 % of travellers get advice in a travel agency – and then book online. Not because of price, but because portals are reachable in the evening and nobody follows up. We extend your advice into the digital world: integrated with your booking system, no GDS switch.
No GDS switch Reachable after hours Live in 4–6 weeks
Travel enquiry · German · outside opening hoursLive
Ms Berger, +43 664 …
… Mallorca in August, there are four of us, two children aged 6 and 9, at least half board, right on the beach would be great, about 10 to 12 days – roughly what would that cost? …
AI actions during the call
Price indication: 4 people, 10 nights HB from approx. €3,800
Top 3 family hotels on the beach noted
Consultation booked for Tue 10:00
Offer and hotel preview sent via WhatsApp immediately
73%get advice at a travel agency and then book online (FUR Reiseanalyse)
19:42– most holiday plans are made in the evening
14 mo.without contact – then regulars book elsewhere
4×more often regulars book when contacted regularly (ÖRV)
Sources: FUR Reiseanalyse, ÖRV annual report, project experience from Austria and Germany.
Already trusted by
In short
InnovationLAB GmbH from Wörgl in Tyrol digitalises travel agencies in Austria and the DACH region: an AI phone assistant for enquiries outside opening hours, automatic WhatsApp follow-up after consultations, pre-departure communication, crisis alerts for flight cancellations and travel warnings, and reactivation of regular customers. Integrated with Amadeus, Galileo, TUI, ÖGER or your own booking systems – no GDS switch. Our clients include the travel agency Idealtours.
What really happens
Advised by you.Booked elsewhere.
Travel agencies don't lose customers because their offer is worse. They lose them because portals are reachable at 19:42, nobody follows up automatically and nobody gets in touch after the trip.
01
Two hours of advice. “I'll just have a quick look online.”
The customer takes your destination knowledge and hotel comparison – and books on a portal. Without digital follow-up, no deal.
02
19:42. Holiday planning started. Office closed.
Holiday plans are made on the sofa in the evening. Anyone who gets no answer then books with the portal – no callback the next morning brings that customer back.
03
Flight cancelled. 47 customers affected. The phone is on fire.
Strike, airline insolvency, storm: your team calls everyone individually for hours, and some customers hear about it first on Instagram.
04
Regular customer. Last holiday 14 months ago.
Your best customers hear nothing from you after they return – no birthday offer, no early-booking tip. Until the other provider stays in touch.
Calculator
Advised. Not booked.What does that cost you a year?
Four details about your agency – and you see how much commission ends up elsewhere after your advice. And what systematic follow-up brings back.
Simplified estimate: consultations × 12 × share without booking × avg. travel value × commission. Consultation time at an avg. of 90 minutes. Follow-up cautiously assumes every 5th lost consultation comes back – we measure your real rate in the operations analysis.
Solutions at a glance
From the consultationto the next repeat booking.
Every module runs on its own. For most travel agencies, the after-hours phone assistant or the follow-up after the consultation is the biggest lever.
01 / Reachable when the office is closed – exactly when customers call
AI phone assistant
Price enquiries, availability and destination info outside opening hours
Evening callers get a consultation slot – not the voicemail
Visa, entry requirements, vaccination rules answered automatically and up to date
Forwards complex matters to your team with a call log
Usable on its own – connected to your travel agency software
02 / So that advice turns into a booking with you
Follow-up after the consultation
Offer via WhatsApp straight after the meeting – with hotel preview
Follow up after 3 days, remind after a week – automatically
The customer profile shows who was advised and is still open
Direct booker benefits no portal can offer
Usable on its own – connected to your travel agency software
03 / Travel documents, entry info, flight status – proactive, not reactive
Before departure
Complete documents 7 days before departure via WhatsApp – not the day before
Entry update 48 h before: visa, forms, health rules
Flight status: delay, gate change, cancellation – before the customer is at the airport
Packing list and weather 3 days before – the personal touch portals don't have
Usable on its own – connected to your travel agency software
04 / Flight cancellation, strike, travel warning – your customers know first
Crisis communication
Everyone affected informed within minutes – with alternative flights, refund route, contact person
Foreign ministry travel warnings sent to affected customers immediately
24/7 emergency contact for customers abroad via WhatsApp
Fully documented who was informed when – for insurance and package travel law
Usable on its own – connected to your travel agency software
05 / HolidayCheck · Google · Trustpilot – systematically
After the trip & reviews
Review request 2 days after return, while the holiday joy is fresh
Catch complaints personally first, then respond publicly
Trip feedback structured for the next consultation
AI reply suggestions for new reviews
Usable on its own – connected to your travel agency software
06 / 14 months without a holiday – that's your call
Regulars & reactivation
“14 months since your last holiday – three offers that suit you”
Birthday and anniversary offers matching the favourite region
Early-bird alert: regulars hear first about new allocations
Reporting: consultation-to-booking rate, reactivation, destinations with the best margin
Usable on its own – connected to your travel agency software
Products
Three products. One system.For your customer base.
Start with the module that has the biggest lever today. Each one knows your customers and booking history and connects to Amadeus, Galileo and your tour operator programmes without cancelling anything.
Callana · phone
Your office closes at 18:00. Callana doesn't.
Price enquiries, destination info and availability – appointment booked right away
Visa, entry rules, vaccination requirements: frequent questions answered up to date
Booking queries and changes captured in a structured way – no sticky notes on the desk
52+ languages including DE/EN/TR/SR
Conversations
Your customer travels. You're still there.
WhatsApp, web chat, email, SMS and phone in one thread per customer
Travel documents, entry info and checklist 7 days before departure
Crisis alert: everyone affected informed within minutes
2 days after return: review request and an idea for the next trip
Customer profile & CRM
Your customer base. Active. In real time.
Who was advised and didn't book – with date and travel wish
Reactivation list: all customers 12+ months without a booking, sorted by potential
More and more people plan holidays with an AI assistant: where to, what does it cost, who advises me? If the assistant can read your website, the customer lands in your consultation. If it can't, it sends them to the portal.
Simplified example · request to an AI assistant“Family holiday in Mallorca in August, 2 adults, 2 children, half board on the beach. I want personal advice – which travel agency near me has an appointment this week?”
Without agent-ready
Website found – opening hours only as an image, no online appointment
Specialisms and family offers not readable
On to the online portal with clear details
Booked on a portalYour expertise was never involved
With agent-ready
Opening hours, specialisms & free appointments read – straight from your system
Family specialist · Mallorca experience · Tue 10:00 free
Appointment booked via the AI assistant
Consultation confirmedOffer and hotel preview arrive in advance via WhatsApp
Single office or branch network –we know your customer base.
Package, tailor-made, cruise or business travel: the processes differ, the goal doesn't – customers who book with you again.
Classic travel agency
Package, tailor-made, cruise from one source
After-hours calls: appointment instead of voicemail
Regular customer care portals can't offer
Long-haul & luxury specialist
Complex itineraries coordinated digitally
High-quality communication before departure
Favourite hotels, airline, diet in the profile
Cruise specialist
Embarkation documents, visa, dress code digital
Shore excursions coordinated in advance
Crisis at sea: direct line via WhatsApp
Group & club travel
30 people, 30 special requests – captured digitally
Countdown: all participants informed automatically
Payments and deadlines in view
Business travel
Delay, rebooking, hotel – travellers informed immediately
Travel policies stored per corporate client
Monthly travel expense reporting for accounting
Online agency with advice
Website chat flows seamlessly into personal advice
Online enquiries followed up via WhatsApp immediately
Review profile built against pure portals
Our approach
One partner.Integrated, not replaced.
Integrates with:
AmadeusGalileoTUIÖGERHolidayCheckTrustYouflight status APIsGoogle Business Profileyour booking system
One point of contact
Instead of a phone assistant from one vendor, CRM from another and WhatsApp on a private phone: everything from one source. One partner responsible for turning advice into bookings.
GDS integration instead of replacement
We connect to Amadeus, Galileo, TUI, ÖGER or your own booking system. Your GDS stays in charge – no go-live in the middle of the January booking season without your OK.
Crisis-ready from day one
The next flight cancellation will come. Crisis communication is built in from the start – when it happens, it works within minutes.
Make advice theft measurable
Who was advised and didn't book? When was there a follow-up? We make it visible – and reduce it step by step.
How many calls go unanswered after hours? What's your consultation-to-booking rate? How many regulars haven't booked for over a year?
02Concept & architectureCustomer base & booking history
Favourite destinations, special occasions, contact preferences: the system learns who your regulars are and when the right moment for the next offer is.
03Development & integrationGDS integration
Connection to Amadeus, Galileo, TUI, ÖGER or your system – no system switch, no data migration, no interruption.
04Development & integrationLive in 4–6 weeks
Phone assistant and pre-departure communication run; first after-hours appointments and first reactivated regulars are measurable.
05Handover & operationsTeam training
Travel advisers, assistants and management: who sees the crisis status? How do you read the customer profile before a consultation?
06Handover & operationsLegal compliance
GDPR for travel data including passport and health data, documentation under package travel law – checked before go-live.
07Handover & operationsOngoing optimisation
Monthly: consultation rate, reactivation, review trend, crisis response time – booking season by booking season.
Compliance
Compliance is not an add-on.It is built in.
Data protection, industry regulation and accessibility are part of the build from day one – whichever modules you use.
Travel data & GDPR
Passport numbers, payment and health data GDPR-compliant on EU servers – deletable, consent documented.
Package travel law
Information duties, crisis messages and rebookings must be provable (EU Directive 2015/2302) – the system documents automatically.
Insolvency protection
The protection itself stays with you. But all customer communication is documented so that a complete record is possible in an emergency.
Accessibility (BaFG/EAA)
Since June 2025 the accessibility requirements apply to booking journeys and consultation forms – we implement them from the start.
FAQ
Common questions.Clear answers.
Do I have to switch Amadeus or my booking system?
No. We connect to Amadeus, Galileo, TUI, ÖGER or your own booking system – no cancellation, no data migration. Your GDS stays in charge.
How do I stop customers booking online after my advice?
With systematic follow-up: the offer arrives via WhatsApp straight after the meeting, there's a follow-up after three days and a reminder after a week – automatically. The customer profile shows who was advised and hasn't booked yet.
Who answers calls when the agency is closed?
Callana, our AI phone assistant. It answers price enquiries, availability and destination info, books consultations and recognises when a person is needed – even at 19:42 or on a Sunday.
How do I inform customers quickly about a flight cancellation?
Everyone affected receives a WhatsApp within minutes with alternative flights, refund route and contact person. Anyone unreachable goes on the callback list – and everything is fully documented, as package travel law requires.
How do I win back regulars who haven't booked for a long time?
The system automatically creates a list of all customers who haven't booked for 12+ months – sorted by booking history – and suggests matching offers for favourite region, birthday or wedding anniversary. According to the ÖRV, regulars contacted regularly book 4× more often.
How do AI assistants like ChatGPT find our agency?
Only if they can read your website. We make opening hours, specialisms and free consultation slots readable for those assistants – so the customer lands in your consultation instead of on a portal.
Which languages does the AI phone assistant speak?
52+ languages, including German, English, Turkish and Serbian – on the phone and in chat, around the clock.
What does it cost?
That depends on where you start – every module runs on its own. In the free initial consultation we work out your potential; afterwards you receive a concrete quote.
