The itinerary chase
A sent itinerary triggers the ladder: destination photos and highlights on day two, a consultant call task on day four, a fare-validity reminder before prices move. It stops when the customer replies. Families compare three agencies; the one still present on day five usually wins.
Payment schedule discipline
Each booking carries its instalment plan, and reminders go out with amounts and dates. A slipped date raises a consultant task the same day, while the gap is a conversation rather than a crisis with an airline deadline.
Per-traveller document chases
The visa checklist is tracked per traveller, reminders name exactly what is missing, and escalation tightens as the appointment approaches. The agency stops discovering missing bank statements the week before departure.
The pre-departure ladder
Seven days out: tickets and vouchers. Three days: forex, weather and packing notes. One day: airport timing and the emergency contact. The anxious phone calls stop because the answers arrive before the questions.
Post-trip and rebooking flows
Feedback lands while the tan is fresh, warm feedback becomes a review request, and a fortnight later comes the referral ask. Season triggers then reopen the file in the next planning window, with last year's preferences attached.