Orbit Travel
Travel
2025
5 weeks
A booking-change agent handles cancellations, rebookings and refunds across chat and WhatsApp.
31
languages supported
72%
changes fully automated
-58%
support cost per booking
01
Orbit’s support team was based in one timezone while customers travelled in all of them. Night-time disruptions meant angry customers and expensive outsourced support.
02
Agent connected to the booking engine with scoped permissions
Fare-rule reasoning for changes and refunds
Human approval for refunds above a set threshold
Native WhatsApp and web chat
03
72% of booking changes now complete without a human, in the customer’s language, at any hour.
Travellers don’t keep office hours. Our agent rebooks a missed connection at 3am in Portuguese and we wake up to a five-star review.
Aisha Bello
Founder, Orbit Travel
Logistics
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exceptions auto-resolved
average resolution time
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