The bottleneck
Non-standard bookings created repeated checking and retyping.
Travel-agent bookings arrived through email threads. Staff had to search messages, inspect payment slips, retype booking details, and issue tickets manually while daily volume continued to rise.
The redesigned workflow
Keep email at the edge. Structure the work behind it.
The workflow reads booking emails, extracts booking and payment data, verifies standard cases, creates bookings, and prepares tickets for issuing. Exceptions remain visible for staff review.
The delivered system
A clear operating surface for standard cases and exceptions.
Standard bookings move from the inbox into a structured flow where staff can confirm the booking code and issue tickets with one click. The channel did not need to change for travel agents.
The outcome
Less repetitive work across 500+ daily booking-related emails.
The team gained a repeatable process for growing booking volume while keeping human attention focused on exceptions and customer service.