If you’ve ever worked in corporate travel, you know that airline waivers are both a blessing and a...
Creating the perfect support experience
Flight disruptions are a fact of life—and for travel agencies, they create a perfect storm of traveler stress and operational overload. Traditionally, agencies can send automated alerts about delays, but when a traveler actually needs help, they’re forced to call a hotline or open a generic chat window. The agent on the other end spends valuable minutes gathering basic details before they can even begin to solve the problem.
Lumo transforms this model. By reaching travelers through familiar channels like SMS and WhatsApp, Lumo not only delivers real-time updates but also predictive alerts that help travelers act before disruptions strike. Travelers can resolve issues directly through AI-powered conversations or instantly connect to a human agent with a single word—without starting over. With conversation history passed seamlessly to agents, multilingual support, and concierge-like capabilities through Lumo Wizard, agencies reduce workload, travelers get faster help, and everyone benefits.
The Problem: Disruptions, Delays, and Inefficiency
Every disrupted trip follows a familiar pattern:
1. A traveler gets an automated alert about a delay or cancellation.
2. They call the agency or airline to figure out next steps.
3. The agent spends several minutes understanding who the traveler is, where they’re going, and what the issue is—time that could have been spent solving the problem.
Meanwhile, the traveler waits, frustrated and anxious.
For agencies, this model is costly. Agents handle repetitive questions. Call queues grow. Wait times increase. And in a disruption-heavy travel world, these inefficiencies don’t just frustrate travelers—they drive up staffing costs and erode trust.
How Lumo Changes the Game
Lumo inserts intelligence between the traveler and the agent, helping both sides. Here’s how:
Predictive messaging, not just reactive alerts. Instead of only saying, “Your flight is delayed two hours,” Lumo can warn: “A storm is headed your way tomorrow—would you like to explore other options now?” This proactive nudge saves trips before they unravel.
Two-way conversations in familiar channels. Travelers don’t have to log in to an app or wait on hold. They can interact directly with Lumo via SMS or WhatsApp to check alternatives and get updates.
Instant agent handoff. When a traveler texts CHAT, Lumo hooks directly into the agency’s telephony system—currently integrated with Genesys Cloud and Amazon Connect, with more platforms being added. No numbers to dial, no waiting in long queues.
Context-rich agent transfers. Lumo passes the full conversation history to the agent, so they know exactly what the traveler has asked and what options were already explored. This avoids repetitive back-and-forth and shortens resolution time.
Global, multilingual support. Lumo works in any language, allowing agencies to serve travelers wherever they are, in the way they’re most comfortable communicating.
Beyond disruption management. With Lumo Wizard, the assistant goes beyond flights—answering questions about weather, dining, or local recommendations. It’s like giving every traveler a digital concierge that extends an agent’s reach without replacing them.
The result is a model where automation handles the routine, and humans focus on the complex. Agents are empowered to do higher-value work, while travelers get faster, more personalized service.
Real-World Impact
Agencies using Lumo are already seeing the benefits:
Reduced call center workload. Routine inquiries are resolved by Lumo before they ever reach an agent.
Faster response times. Travelers no longer wait on hold just to provide basic trip details.
Better traveler experience. Proactive alerts and seamless human handoffs reduce stress at the moments that matter most.
Improved agent efficiency. With full context passed along, agents can jump straight into solving problems instead of retracing steps.
The Future: Human + AI, Together
At Lumo, we believe the future of traveler support is not about bots replacing humans. It’s about blending the best of both worlds: automation for speed, humans for empathy. Bots can predict, inform, and resolve routine issues, while skilled agents deliver care, judgment, and reassurance when it matters most.
This isn’t just disruption management—it’s a new model of traveler service. And it’s already here.
If you’re a travel agency looking to reduce operational costs, improve traveler satisfaction, and empower your agents to do their best work, Lumo is your partner.
