How a Global Travel Management Company Reduced Booking Failures and Restored Client Trust
A leading travel management company partnered with Infarsight to reduce booking failures, automate manual processes, and restore client trust through real-time booking reliability monitoring.
The Problem
We’re losing client trust. Bookings fail, confirmations are delayed, and ops is always in firefighting mode.
— Head of Operations, Global TMC
Booking failures were happening more often than they should.
Some failed silently.
Some came back hours later.
Some looked successful but weren’t confirmed at all.
And when clients asked what went wrong—the team didn’t always have an answer.
The result?
- SLA breaches
- Escalations from high-value clients
- Rework for the operations team
- Lost productivity—and worse, lost credibility
The Patterns We Noticed
After working closely with the TMC’s ops and tech teams, we uncovered 3 root issues:
- Booking workflows relied heavily on email and manual triggers
- There was no real-time monitoring for booking failures
- APIs and mid-office tools weren’t built to retry or self-correct
The system had grown over time. So had the gaps.
What We Automated
We built a booking automation and reliability layer that worked with their existing systems—without needing a total overhaul.
Here’s what we enabled:
- Automated parsing of email-based booking requests
- Real-time monitoring and retry of failed bookings across APIs
- Dashboard showing booking success/failure by client, agent, and source
- Alerts for partial or silent failures before they became SLA risks
- Feedback loops for ops, so issues were caught before clients noticed
The goal?
Make every booking visible, traceable, and recoverable-without manual effort.
What Changed
| Before | After Infarsight |
|---|---|
| Bookings failed silently | Every booking tracked in real-time |
| Ops team reacted post-escalation | Failures auto-flagged and retried instantly |
| High manual workload | 60–70% less manual intervention |
| Clients lost trust | Confidence restored across key accounts |
Why It Matters
TMCs win business on trust, and lose it on failure.
Booking reliability isn’t a "nice to have" anymore.
It’s the difference between keeping clients or replacing them.
Infarsight helps TMCs build always-on booking flows that scale with demand, reduce fire drills, and protect revenue.
Want fewer booking failures and more client confidence?