Travel Call Scripts that Convert: The Complete Guide for Travel Teams

Travel Call Scripts that Convert: The Complete Guide for Travel Teams

Scripts work when they feel human and keep conversations moving. This guide distils how top travel teams structure calls across leisure, corporate, disruption and after‑hours—without sounding robotic. You’ll get frameworks, phrasing patterns, QA rubrics, and metrics to improve time‑to‑quote and first‑contact resolution.

The call framework (works across use cases)

• 1) Context first: purpose, urgency, dates flexibility, decision‑makers.
• 2) Essentials: flights → hotels → ground and extras.
• 3) Budget bands: guide options without pressure.
• 4) Summarise + confirm: reduce repeats and rework.
• 5) Next step: quote by email, callback, or secure handoff.

How to write lines that sound human

Example phrasing (copy & adapt)

QA and metrics that move conversion

• Time‑to‑quote: aim < 2h leisure, < 30m priority corporate.
• First‑contact resolution: 35–55% depending on mix and policy.
• Data completeness: 85%+ of required fields; track a 0–100 score.
• QA rubric: clarity, empathy, correctness, routing, summary quality.
• Weekly review: sample 10 transcripts; update lines monthly.

Rollout checklist (one week)

1. Day 1: Pick the two templates you need most; set required fields.
2. Day 2: Add brand voice tweaks; set budget bands; define validation rules.
3. Day 3: Train the team; sample five calls; refine phrasing.
4. Days 4–5: Create dashboards for data completeness, time‑to‑quote, and FCR.
5. Day 6: Add after‑hours flow (if needed) and escalation rules.
6. Day 7: QA 10 transcripts; publish v1.0 scripts; plan monthly updates.

End‑to‑end call flows (copy & adapt)

These flows reflect how high‑performing travel teams handle different enquiry types. Use them as blueprints for your own travel call scripts and call centre training.

Objection handling (high‑impact lines)

• “It sounds expensive.” “We can keep options inside a sensible band—if you share a rough range, I’ll filter out anything that isn’t a fit.”
• “I need to think about it.” “Of course. I’ll send 2–3 clear options with pros/cons. Shall I set a quick 5‑minute call tomorrow to decide together?”
• “Email me the info.” “Absolutely. I’ll include a simple summary so you won’t need to re‑explain. What’s the best email?”
• “Can you guarantee refunds?” “I can outline the policies and collect details, then a specialist will confirm anything contractual before we proceed.”

Coaching and calibration

• Side‑by‑side sessions: listen to 3 calls; annotate context, summary quality, and next step. Agree one improvement per agent.
• Calibration deck: 10 anonymised clips scored independently; align on what “good” sounds like.
• Micro‑drills: practise read‑backs and next‑step proposals for 10 minutes daily for new agents.

Maintenance and A/B testing

• Versioning: keep v1.0, v1.1 notes with hypotheses (“move budget earlier” → expect +10% qualification).
• A/B structure: greeting A vs greeting B; summary before vs after budget; benchmark time‑to‑quote and FCR.
• Seasonal variants: peak‑season scripts prioritise speed and availability; off‑peak emphasise value and flexibility.

Compliance and GDPR‑friendly phrasing

Worked example: improving time‑to‑quote

A regional agency moved budget earlier in leisure calls and added a firm next step. Result: time‑to‑quote down from 10h → 3h, FCR +11%, and fewer repeat calls. The change was a single line: “So I can filter options properly, what sort of budget band should I use?”

Persona‑specific guidance

Upsell without pressure

• Bags + seats: “Shall I include checked bags and seats together, so there are no surprises?”
• Transfers: “Would a private transfer help make arrival smoother, especially if you’re landing late?”
• Insurance: “Would you like me to include an option with good medical cover and cancellation flexibility?”
• Loyalty: “If you share any loyalty numbers, I’ll try to maximise points and benefits.”

Accessibility and inclusivity

• Ask sensitively: “Are there any accessibility needs I should note so we can match the right options?”
• Confirm clearly: repeat back key needs (step‑free access, ground‑floor rooms, assistance at airports).
• Provide alternatives: suggest suitable properties and transport with clear notes.

Channel adaptations

• Phone: short turns, explicit confirmations, read‑back summaries.
• Chat: bullet prompts, progressive disclosure, quick links to summaries.
• Email follow‑up: one‑page summary, 2–3 options with pros/cons, clear next step and expiry.

Bad vs better: script line comparisons

FAQ

Related resources

• After‑hours support guide
• Travel Voice AI
• Integrations