🔗 Prerequisites
Features
What you get with this outcome
From Search to Booked in Minutes
Transform the booking experience from tedious data entry into a guided, intuitive flow. Whether your agents handle direct calls, trade partner requests, or walk-ins—Kaptio's Package Search and Booking Wizard gets them from inquiry to confirmed booking in minutes. Real-time availability, smart passenger allocation, optional upsells, and instant pricing—all context-aware based on the customer type, channel, and applicable promotions. From Bunnik's high-touch call center flow to Belmond's luxury concierge experience, this outcome powers the sales conversation.
Visual coming soon
package-search-diagram
Package Search
Multi-criteria search returns available departures with real-time inventory. Filter by destination, date range, duration, category, or promotion. Search results show availability counts, pricing, and status indicators—red dots for urgent notes, stars for applicable promotions, capacity warnings when spots are limited.
- ✓Multi-criteria search (date, destination, duration, category)
- ✓Real-time availability with capacity indicators
- ✓Promotion badges and package notes visible
- ✓Channel-aware pricing (B2C vs. Trade)
Visual coming soon
booking-wizard-diagram
Booking Wizard
Guided workflow from departure selection through payment. Add passengers from existing Household or Travel Agent contacts with one click. Allocate rooms, select optional components, add pre/post stays—all before creating the itinerary. The wizard pre-populates contact data and applies channel-specific pricing automatically.
- ✓Contact lookup pulls existing customer data
- ✓Room allocation with occupancy rules
- ✓Optional components and pre/post stays
- ✓Automatic pricing calculation
Visual coming soon
itinerary-status-diagram
Itinerary Status Workflow
Control the booking lifecycle through status transitions. Quote → Option → Confirmed → Travelling → Travelled. Each status can trigger automations: hold inventory on Option, release on expiry, send documents on Confirmed. Cancellation and waitlist statuses support exception handling.
- ✓Quote/Option/Confirmed/Cancelled statuses
- ✓Inventory hold on Option status
- ✓Expiry triggers and task automation
- ✓Waitlist management for sold-out departures
Visual coming soon
costings-breakdown-diagram
Costings & Pricing
Real-time pricing breakdown shows per-person and total costs with full transparency. View day-by-day service costs, apply manual overrides when needed, and see commission calculations for Trade bookings. Promotions apply automatically and display clearly in the booking summary.
- ✓Per-person and total price breakdown
- ✓Commission calculation for Trade bookings
- ✓Manual price override capability
- ✓Promotion visibility and auto-application
User Journey
Step-by-step flow from start to finish
🗺️User Journey Flow
Follow the steps from start to finish
Implementation Plan
How to implement this outcome
📅 Project Overview
Search Configuration
Week 1- • Configure Package Search filters and display
- • Set up channel visibility rules
- • Configure search result indicators (notes, promotions)
Booking Workflow
Week 2- • Configure itinerary status workflow
- • Set up inventory hold rules on Option
- • Configure expiry triggers and task automation
- • Set up Booking Wizard options display
Training & Launch
Week 3-4- • Create agent training materials
- • Conduct hands-on training sessions
- • UAT with real booking scenarios
- • Go-live with pilot team
Resources
Configs, tools, and documentation to help you
⚙️ Golden Configs
Booking Workflow Setup
Configure itinerary status workflow, inventory hold rules, and expiry automations
Customer & Household Setup
Household Account model configuration for repeat customer management and loyalty tracking
Package Search Configuration
Configure search filters, result display, and channel-specific visibility rules
Package Search Deep Dive
Package Search is the starting point for every booking. Understanding its features enables agents to find the right tour quickly and confidently.
Search Criteria
| Criteria | Description | Required? |
|---|---|---|
| Date Range | From-To date for departure search | Yes |
| Channel | Sales channel (auto-populated from Account) | Yes |
| Package Name/Code | Search by tour name or code | No |
| Category | Filter by tour type (Classic, In-Style, Combo) | No |
| Locations | Start, end, or included destinations | No |
| Duration | Number of nights | No |
| Rooms & Pax | Number of rooms and occupancy per room | No |
| Promotions | Filter by applicable promotions (Hot Deals) | No |
Search Result Indicators
When reviewing search results, agents see visual indicators:
| Indicator | Meaning |
|---|---|
| Red box | Less than 10 spots available |
| Star ⭐ | Promotion applicable (loyalty discount, Hot Deal) |
| Red dot 🔴 | Urgent package note |
| Yellow dot 🟡 | Alert note |
| RQ | On Request (not guaranteed) |
| SO | Sold Out (not bookable) |
| FS | Free Sale (no allocation limits) |
| AL | Allocation (inventory controlled) |
Availability Tab vs. Results Tab
Package Search offers two views:
Results Tab: Quick search returning only the first available date per package. Best for quick lookups when you know the tour.
Availability Tab: Monthly calendar view showing all departures. Best for comparing options and finding the right date. This is the recommended default for most sales flows.
Booking Wizard Workflow
The Booking Wizard guides agents through a structured flow from departure selection to itinerary creation.
Wizard Steps
- Passengers: Add travelers from Household Accounts or create new
- Room Allocation: Assign passengers to rooms based on occupancy
- Options: Select optional components configured on the package
- Pre-Stay: Add optional pre-tour accommodations
- Post-Stay: Add optional post-tour accommodations
- Create Itinerary: Generate the itinerary with all selections
Starting from the Right Account
Critical: Always start Package Search from the correct Account record:
- Direct Customer: Start from Household Account or Contact
- Travel Agent Booking: Start from Travel Agent Account
The Account context determines:
- Which channel applies
- Which pricing displays
- Which promotions are eligible
- Which commission rates calculate
Passenger Linking
When passengers are added via the Booking Wizard from a Household Account:
- Contact data auto-populates passenger fields
- Loyalty discounts calculate based on linked Contact history
- Future bookings can reference the same Contact
Best Practice: Always link Passengers to Contacts for repeat customer tracking.
Itinerary Status Workflow
Itineraries move through defined statuses that control inventory and trigger automations.
Status Definitions
| Status | Bookable? | Holds Inventory? | Use Case |
|---|---|---|---|
| Quote | — | No | Preliminary pricing only |
| Option | — | Yes (reserved) | Customer considering, inventory held |
| Option Expired | — | Released | Follow-up needed |
| Confirmed | Yes | Yes (booked) | Deposit received |
| Waitlisted | — | No | No availability, monitoring for cancellation |
| Travelling | Yes | Yes | Currently on trip |
| Travelled | — | — | Trip complete |
| Cancelled | — | Released | Customer cancelled |
| BT Cancelled | — | Released | Operator cancelled departure |
| Lost | — | — | Did not convert |
Inventory Hold Rules
When an itinerary is in Option status:
- Configured services have their allotment reserved
- Other bookings see reduced availability
- On expiry or cancellation, allotment is released
When converted to Confirmed:
- Allotment status changes from Reserved to Booked
- Supplier confirmations can be triggered
- Payment schedule becomes active
Expiry Handling
Options expire after a configured period (e.g., 7 days). On expiry:
- Status changes to Option Expired
- A task is created for the booking owner to follow up
- Inventory can be released automatically or held pending review
Bunnik Pattern: Don’t auto-release on expiry—create a follow-up task instead to give agents a chance to re-engage.
Trade Partner Bookings
Trade bookings (B2B) follow the same flow but with additional considerations.
Key Differences
| Aspect | Direct (B2C) | Trade (B2B) |
|---|---|---|
| Account Type | Household | Travel Agent |
| Commission | None | Based on Reseller Agreement |
| Invoicing | Gross | Usually Net |
| Primary Contact | Customer | Travel Agent (can override to end customer) |
Commission Calculation
Commissions are calculated based on:
- Commission Group assigned to Services
- Reseller Agreement linked to Travel Agent Account
- Channel used for the booking
Example: Japan Discovery tour with 10% commission group, Trade channel booking for Flight Centre—system applies Flight Centre’s Reseller Agreement rate.
Net vs. Gross Invoicing
- Gross: Full price invoiced to agent, commission paid separately
- Net: Commission deducted, net amount invoiced
The invoicing method is set on the Travel Agent Account and flows into bookings.
Private Group Tours
Private departures have a dedicated workflow.
What Makes It Different
- Dedicated Channel: Private Group has its own sales channel
- Exclusive Inventory: Full departure capacity reserved for the group
- Custom Pricing: Often negotiated separately
- Custom Content: Different document templates
Booking Flow
- Create booking under Private Group channel
- All departure inventory is allocated to this booking
- Departure status updates to reflect private allocation
- Custom pricing applied per negotiation
Waitlist Management
When a desired departure is sold out, agents can waitlist customers.
Current Approach
- Create itinerary as normal
- Set status to Waitlisted
- Monitor for cancellations via reports
- When availability opens, manually convert to Option
Reports for Waitlist Management
- All Waitlisted Itineraries: Monitor pending interest
- Recent Cancellations: Identify freed inventory
- Combined Availability + Waitlist: Match demand to supply
Future Enhancement
Kaptio is developing automated waitlist matching:
- System matches availability to waitlist
- Auto-generates Option itinerary
- Notifies agent or sends customer notification directly
Best Practices
Before Every Booking
- ✅ Search for existing customer first
- ✅ Verify departure is Active (not Hold or Sold Out)
- ✅ Start from correct Account (Direct vs. Trade)
- ✅ Check for applicable promotions
During Booking
- ✅ Link Passengers to Contacts for history tracking
- ✅ Verify room allocation matches passenger count
- ✅ Offer optional components and pre/post stays
- ✅ Review pricing breakdown before creating itinerary
After Booking
- ✅ Send Option document with payment link
- ✅ Set follow-up task for option expiry
- ✅ Monitor for payment confirmation
- ✅ Send Confirmed document on conversion
Common Pitfalls
Avoid these implementation mistakes
Always search for existing customers before creating new accounts—duplicates cause reporting and loyalty tracking issues
Verify departure availability before quoting—cached data may be stale, always check live inventory
Double-check passenger counts match room allocation before confirming—misalignment blocks the booking
Don't skip the Booking Wizard for Trade bookings—starting from the correct Account ensures channel pricing applies
Missing Household Account links—Passengers not linked to Contacts won't have loyalty history tracked
Option expiry without follow-up—configure tasks to trigger on expiry, don't just release inventory silently