Someone's flight got moved. Someone else wants to swap hotel dates. Another person just wants to know where their refund is. Travellers want a straight answer, and fast. Radical Minds runs travel and hospitality customer support for booking enquiries, changes, cancellations and refund queries. We stick to your policies and escalation paths, tell people what happens next, and keep them posted.
You can start with a team of 20 seats. From there, we work out channels, languages, service hours and peak-season cover based on how your business actually runs.
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Got a customer who hasn't booked yet but has questions? We answer them, explain what your system is showing, and walk them through booking. If it's about fares, availability or bending a policy, we hand it to the right person on your side.
Some travellers call. Some prefer WhatsApp at midnight. We cover voice, chat, email and WhatsApp, planned around when your customers actually reach out. Each enquiry gets logged with its next step, so whoever follows up isn't starting from zero.
Before they talk to a single customer, agents learn your booking flows, change rules, cancellation policies and escalation steps. Knowing all that properly is what lets them explain someone's options clearly, without promising things they aren't allowed to.
A normal Tuesday looks nothing like the week before a long weekend, and neither looks like the day a storm grounds half the flights. Your contact center plan has to handle all three. Send us your booking volumes, the main reasons people contact you and the hours you need covered, and we'll put together a custom team plan
When plans change, travellers mostly want to know what happens now. We explain that under your policies, check the latest status in your system and note down anything still pending. If a case needs an exception or sign-off, it goes straight to your team.
Plenty of booking enquiries go cold simply because nobody followed up. We call back, suggest options that suit what the traveller wanted, and stick to your approved information while doing it. We note their preferences and the next sales step too, so your team can pick things up right where we stopped.
Going live needs two things sorted first: current booking guidance, and an agreed plan for exceptions.
Here's how we get the team, tools and coverage ready.
First, we look at why people contact you. Booking questions, changes, cancellations, refunds. We also map out your busy periods, the kinds of disruption you usually face, and which decisions should always stay with your own travel operations team.
Next comes training. Your support team learns your approved booking flows, how you like things explained and when to escalate. Together we settle the languages, channels and service hours, plus the customer details agents will need to hand.
We check that agents can get into your booking information, case records and any systems that need connecting. After that, we agree the final checks and how launch day will go.
Once we're live, we keep reviewing everyday contacts, open cases and shifts in demand with your team. Guidance gets updated whenever your policies do, and if you'll need extra people for peak season, we sort that out well ahead of time.
Questions about travel support
Booking enquiries, changes, cancellations and refund queries, all handled within your approved travel processes. Agents use what's in your systems to explain next steps and pass anything unusual to you. Before launch, we'll go through the exact booking actions, customer segments and tools with you.
Yes. We can run teams 24/7, nights and weekends included, and we plan extra capacity before your busy seasons hit.
Agents walk the customer through your process, check whatever status they can see, and note anything that's still open. Fare exceptions, approvals and payments get passed to your team. And when they update a customer, they're careful to say whether something has been requested or is actually approved.
It depends on your setup. Tell us which platforms you use and what agents are allowed to do in them, and we'll plan the skills, access and training around that.
Disruption days are stressful for everyone. What helps is having approved messages ready, clear priorities, and a quick way to escalate exceptions. We agree all of that in advance: what agents can say, which requests go elsewhere, and how open cases get tracked. While planning, we'll also look at the enquiries you expect and the cover you'll need.
Teams start from 20 seats. To plan yours, tell us why customers contact you, your booking volumes, the languages and channels you need, your service hours and your seasonal patterns. We combine that with policy training, system access and who handles exceptions to build the plan and get ready for launch. Timelines and pricing follow once that's done.