A trip can move until the flight is ticketed.

A new date on a packaged trip means changing the flight, the hotel and the transfer. After eight at night, that is now one conversation.

The Canto conversations board: live, waiting on a person, and resolved today.

A held booking is a promise we can still keep. The agent keeps it at any hour, moving the flight, the hotel and the transfer together, and anything already ticketed reaches us with the request written out.

Hollis Vane

Head of Guest Support

The problem

Corvus sells trips that bundle flights, hotels and transfers, so one new date means three changes. After eight in the evening, two people worked one queue and everyone in it heard hold music.

A callback option moved the wait without shortening it. A web form collected change requests for the morning shift, by which time a held fare had often lapsed.

What Canto did

Corvus drew a firm line at the ticket first, then gave the agent what it needed short of it.

Enough access to the reservations platform to tell held bookings from ticketed ones and change the held ones.
The 212 documents of fare rules and supplier terms behind its packages, cited in each change they govern.
A $60 ceiling on the change fees it can waive, above which a supervisor decides.

Canto itinerary change for a held Corvus booking: the flight, hotel and transfer each moved and checked. A card reads Ticketed: to a person.

Phone and web chat started together, SMS joined after five weeks for travelers already on the move, and email came last. A call from a departure lounge and a text an hour later land on one thread, because all four channels share one memory.

What still goes to a person

Ticketed bookings always do, because a reissue carries fare differences and airline penalties that a person should agree with the traveler. So do fees above the ceiling and visa questions, which call for advice the agent does not give. A traveler who is frustrated two replies in a row is passed to the late shift, booking reference first.

What changed

The two people on the late shift no longer work a queue. Held bookings change inside the thread, and their evening starts from the ticketed cases, each with the booking and the request set out.

Late one evening, a traveler wrote on web chat from Milan to push a four-night Porto package back a week. The flights were held, not ticketed, so the agent could make the change itself. It found the same fare on the later dates, moved the hotel and transfer to match, and quoted the hotel’s rate for that week, $38 higher. The traveler accepted, and the new itinerary arrived by email before the chat closed.