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Case Study

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Case Study: 

Travel Counsellors


Founded in Manchester in 1994, award-winning travel company, Travel Counsellors, comprises a network of over 1,900 experienced travel professionals across seven countries.

Drawing on an average 24 years’ experience in the travel industry, each Travel Counsellor delivers a personalised and professional service for businesses of all sizes. Taking the time to get to know the needs and preferences of a company’s travellers, they create a bespoke solution, with processes, tools and profiles specific to that company. Account management, travel programme optimisation, and compliance management are all managed through one contact.

With access to great rates on flights, accommodation, rail travel, and more, Travel Counsellors’ experience and expertise takes the headache out of travel planning, making business travel effortless from start to finish.

Managing Growth

96 percent of Travel Counsellors’ customers say they would recommend its service. It’s unsurprising, then, that the business is continually expanding its operations.

However, managing growing sales had become increasingly reliant on asking the company’s largely remote-working support team to issue tickets for five of its overseas offices. To minimise this reliance, Travel Counsellors needed a solution that could not only improve service levels within its ticketing team, but also reduce the cost of any tickets issued outside of office hours.

Navitas Builds Custom Solution

Rather than presenting Travel Counsellors with an off-the-shelf product, Navitas Solutions created a Ticket Robot - a customer solution, built specifically to meet the company’s needs. By following a prescribed set of advanced quality control rules, including fraud checks, the system can determine if a booking is suitable for ticketing. It then undertakes the ticketing process for each fare and subsequently sends the handoff file for invoicing, saving the support team from any manual interaction with the booking. Full error recovery and reporting mean that the support team are made fully aware of any PNR that does require additional attention, so nothing slips through the net.

Efficient and Effective

Running around the clock, the Ticket Robot is an efficient and effective ticketing solution for all point-to-point bookings. Every Travel Counsellor that works remotely is now able to issue their own tickets without the need to contact the central ticketing department. In fact, the Ticket Robot now automatically issues more than 55 percent of the company’s monthly tickets, freeing up the ticketing team to dedicate their time to more complex issues, and focus on customer service.

We’ve been working with the team at Navitas Solutions for more than 15 years. They thoroughly understand our business and are always willing to talk through any challenges we might have with our current parameters, and make any necessary changes quickly and without fuss. What’s more, they appreciate that - sometimes - a bespoke approach is what’s needed to deliver the results we’re looking for. Nothing is ever too much trouble for them.

Karen Hurst, Business Development Executive, Travel Counsellors

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+44 (0)1189 780066 (Sales Only)
Navitas Solutions Ltd

Unit 5, Anvil Court, 44 Denmark Street
Wokingham, Berkshire  RG40 2BB


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