Your travelers have departed. Now what?
Assist is the real-time recovery layer for every trip you sell. Missed connections, cancellations, hotel issues, anything reality throws at the itinerary: all handled by trained Spotters, under your brand, 24/7/365.
Lisbon · 2 travelers
Trip updates
- Delayed
Delayed Flight
New arrival time +4hrs
- Updated
Car Rental Informed
Pickup moved to your new arrival
- Confirmed
Late Check-in Confirmed
Your room is held for tonight
Your Spotter
All sorted. Your car and your room are waiting for you.
Disruption happens on someone else's schedule.
A 3am cancellation. A missed connection eight time zones away. Staffing for that internally means burning out a small team or building a 24/7 operation most agencies can't justify.
It's worse in peak season. July and August are when you have the most clients in destination, often the same weeks your own kids or grandkids are out of school. Your busiest season shouldn't have to be your least relaxing one.
Fear the 2am call no more.
Not a policy. A person.
24/7/365: a real person, every hour, every day.
White-label: under your brand, your standards, your relationship.
Directive (EU) 2015/2302: aligned with the organiser's assistance obligation (Articles 7 & 16).
Whatever it is, we've handled it before.
Once a traveler is on the trip, Assist is who they, or you, can turn to instead.
Flights
Flight information and tracking, alternative flight options when a trip is disrupted, and boarding pass issuance.
Transfers
Missed pickups, timing changes, and rebooking when a transfer falls through.
Trains & ferries
Delays, cancellations, missed connections, ticketing and check-in issues, alternative transportation, and refunds or compensation.
Rental vehicles
Declined cards, upgrade or downgrade disputes, roadside assistance coordination, and resolving traffic tickets or billing issues, in-trip and after.
Hotels & accommodation
Relocation, payment issues, late-arrival coordination with the property, and support for short-term rental stays.
Tours & activities
Changes, late-arrival handling, in-trip reconfirmations, and refunds or compensation when something falls through.
Luggage
Delayed or lost bags, coordinated directly with the airline.
Medical
Booking appointments, clarifying procedures, insurance-claims assistance, and local emergency numbers on hand.
If it's the kind of thing that interrupts your team's day, it's the kind of thing Assist is built to take off your plate.
Set up once. Resolved exactly like you would.
You set the tone, the escalation rules, the VIP handling: your playbook, operated by someone else. Every case also leaves a trace: your team's notes and feedback shape how the next one is handled, building a living record of how you work.
- Dashboard
- Trips
- Tickets
- Reminders
Porto · Family of 4
- 23:04
Our connection to Porto was just cancelled. We're four, with two kids.
Agency noteFamily travelers: keep them on WhatsApp, offer an airport hotel if they stay overnight.
- 23:07
Two alternative flights presented. The family prefers the morning departure.
- 23:15
Late arrival tomorrow, please hold the room.Hotel confirmed
- 23:21
Your airport hotel is ready for tonight and your Porto room is held. Sleep well.
Agency feedbackExactly how we'd have handled it.
Scale service, not headcount.
Growth shouldn't cost you more headcount, more burnout, more firefighting. Assist scales with you instead: built specifically for travel, not a generic outsourced helpdesk repurposed for your itinerary. Every Spotter communicates in the traveler's language and operates fully white-label, so the experience reads as yours from end to end.
Chat, WhatsApp and TripFlow access, day or night
Direct phone access: standard on Premium, priority with a dedicated line and team on Elite
Real-time rebooking and supplier coordination, with automatic proactive handling on Premium and Elite
Multilingual Spotters with local operational knowledge, not just language skills
Full case visibility for your team via OnSpot Connect, so you're kept informed, never out of the loop
Every Assist case runs through OnSpot Connect, the same thread your team can see, in real time, from first contact to resolution.
46% faster resolution, for a team that used to burn out doing it themselves.
- 46%
- improvement in ticket resolution time
Outsourcing traveler support to OnSpot lifted the constant pressure off our team, improving staff satisfaction, reducing burnout during peaks, and helping us retain talent while maintaining a premium traveler experience.
Illustrative scenario
A family's connecting flight is cancelled at 11pm local time. Within minutes, a Spotter has rebooked the next available flight, notified the hotel of the late arrival, and confirmed the change directly with the traveler over WhatsApp, all before the family has finished rebooking their own bags.
Available through the OnSpot platform, or integrated directly into your CRM, app or portal via API. Travelers can request help from your own app while a Spotter handles it behind the scenes.
Questions
Isn't this just a call center?
A call center answers. Assist acts: negotiates with suppliers, coordinates multiple parties, and makes judgment calls a script can't.
Will my travelers know it's not us?
No. Assist operates white-label, under your brand and service standards, using the policies and tone you share with us.
Isn't this the job of my DMC?
DMC: destination management company
One journey. Many suppliers. One Traveler Care layer.
A DMC sees its booking. OnSpot sees the trip.
Most DMCs are built to run destination operations, not a 24/7, multilingual, SLA-driven assistance desk. A good DMC helps when something goes wrong, but that's different from having a dedicated Traveler Care operation.
And a trip rarely means one DMC anymore. A single itinerary might involve a bedbank for the hotel, one DMC for transfers, another for a second destination, and a direct supplier for an activity. Asking any one of them to "own" traveler support doesn't match how trips actually get built today.
That fragmentation makes support inconsistent: one supplier answers in minutes, another takes hours. Your customer experience shouldn't depend on who happened to book the hotel.
A supplier solving its own issue is also protecting its own cost and reputation. OnSpot sits outside that, focused only on the traveler, the trip, and your agency's interests, with full visibility into what happened and how it was resolved.
DMCs remain essential destination partners. OnSpot just makes sure the traveler experience doesn't depend on which one happens to be involved. Centralizing requests through OnSpot often makes the DMC relationship better, too: clearer context, fewer unnecessary back-and-forths, and the right problems escalated to the right partner.
Does OnSpot replace our legal responsibility under the Package Travel Directive?
No. If you operate under EU law, your agency remains the responsible organiser under Directive (EU) 2015/2302. Assist helps you operationalize the assistance obligation (Article 16); it doesn't transfer the legal responsibility itself.
Is a 24/7 phone line legally required?
Not by name. Article 7 of the Directive requires a contact point travelers can reach quickly, without specifying a channel. Always-on coverage is simply how most organisers meet that in practice.
How fast does Assist respond?
Response times vary by plan: see Pricing for exact turnaround times and phone-access levels.
Will Assist rebook my traveler's flight?
Assist presents alternative flight options and coordinates, but doesn't rebook flights itself. If you'd like the rebooking handled for you, our flight rebooking partner can do it. Request a quote.
Is Assist an emergency service?
No. In an emergency, travelers should contact local emergency services first. Assist can provide local emergency numbers, book medical appointments, clarify medical procedures, and support insurance claims. It doesn't replace travel insurance; it makes communication and coordination smoother.
Which channels can travelers use?
Email, phone, and chat through TripFlow and WhatsApp. Phone access is available on Premium and Elite.
Who pays for alternative arrangements, like a new hotel?
That depends on your own policies and the rules we agree on together before we start working.
How is traveler data handled?
In line with GDPR. Data is stored on EU or US servers, depending on your agency's location and the legislation that applies to you.
