We’ve separated the questions into two sections: B2B (your relationship with Travelstride) and B2C (your interactions with customers). Let’s get started!
B2B - Travelstride <> Supplier
1. What is the new AI-Enhanced Custom Trip Creator?
This is our upgraded process where each lead comes with an AI-generated draft itinerary based on the customers preferences to help guide your initial discussion. It’s a starting point for the customer to engage with, so feel free to adapt or craft your itinerary to the customer, as you deem most effective given the customer's stated goals and preferences.
2. What happens when I receive a new lead?
You’ll get an email with the customer’s lead form responses and a draft itinerary. From there, you’ll review, make any revisions based on your expertise, and respond within 48 hours, cc’ing custom-trips@travelstride.com, and begin the conversation with the customer.
3. What's the difference now w/ a budget estimate vs asking a traveler's budget?
Based on user feedback and our partner custom trip profiles and budget per person/day, we've decided to not ask customers for their preferred budget, as most dislike and are confused by this. Instead our algorithm is providing the user a real time estimate, updating as they select/change the following attributes of their travel arrangements: Number of passengers and rooms, Hotel Preference: Standard (3-star), Premium (4-star), or Luxury (5-star), Tours & Excursions: Independent, Shared, Private, or Mixed (Shared+Private), Dates and seasonality.
4. What if I need more information to further qualify the lead?
If you have any questions about the traveler’s preferences or details, send a “qualifying email” with specific questions, and cc custom-trips@travelstride.com to keep everything in sync. If requesting more info, it's usually best to keep it to 3-4 bullet points, not to overwhelm them - think what do I need to get them engaged, not close the deal. We recommend calling and/or texting when available for better responses.
5. How do I report a confirmed booking?
After receiving a booking deposit from the customer, submit the Booking Confirmation Form ideally the same day but within 2 business days, and Travelstride will handle invoicing and related paperwork.
6. Can I use my own itineraries, or do I have to copy Travelstride’s draft itinerary?
You are absolutely encouraged to use your own itineraries! The Travelstride version is just a starting point to engage the customer. If easier for you, you can refine it based on your knowledge of the destination and your product range, or you can start from scratch and follow your standard process. Just keep in mind the customer may have specific likes or dislikes based on the original draft itinerary.
7. Will Travelstride help with follow-ups if the customer goes quiet?
Yes! Travelstride will send automated follow-ups at intervals to nudge the customer if they’ve stopped responding. We want to help make sure both you and the traveler stay engaged. However, if you feel a personal nudge from our side would be helpful due unsuccessful attempts on yours, especially for high-value leads, send us an email and we'll do a personal follow up and keep you posted.
8. How are leads qualified and matched by Travelstride?
Leads are matched based on traveler requests and your Custom Trip Profile. If Travelstride needs more info to re-qualify a lead, we’ll gather it before sending it to you, to ensure enough details about their trip are captured before assigning leads to your commercial team .
B2C - Supplier <> Customer
1. Do I have to follow the draft itinerary exactly?
No! The draft itinerary is just a starting point, and you can customize it as you see fit to align with your expertise and what your company offers.
2. What if the customer’s budget doesn’t match the itinerary’s price?
You can offer alternatives based on the customer’s budget. For example, you could suggest different accommodation levels (standard, premium, luxury) or adjust activities to better meet their financial expectations. We recommend suggesting a budget range estimate in the initial email, along with clarification of what services you provide, before drafting any initial itinerary. In this way the customer doesn't have any surprises, and it's clearly communicated that you are in fact capable of meeting their budget.
3. How should I engage with the customer after receiving the lead?
Reach out within 48 hours! You can send a draft itinerary or ask additional questions to clarify their preferences. Always cc custom-trips@travelstride.com to ensure everyone stays in the loop. Keep in mind that by the time a lead reaches you, Travelstride has already collected the most important details, therefore if you wish to further qualify please make sure it the customer isn't feeling exhausted, or that details of their request were clearly understood - it's good to message a reflection of their comments in the initial email.
4. What if the customer doesn’t respond after I send them the itinerary?
Travelstride will send automated follow-ups at set intervals, but you can also send additional reminders or ask if they need more information or support. You can always ask Travelstride to send a personal follow up.
5. What happens if the customer has concerns about the itinerary?
Address concerns promptly. If the traveler is worried about certain aspects (e.g., cost, activities, accommodations), offer alternative solutions that better meet their needs. Maintaining flexibility is key to securing the booking.
6. Can I offer different trip durations or alternative routes?
Absolutely! If the traveler’s itinerary doesn’t fully align with your offerings or if you think there’s a better option for them, feel free to propose different routes, durations, or schedules that could enhance their experience.
