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 — handled by trained Spotters, under your brand, 24/7/365.
OnSpot teamDisruption 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.
Fear the 2am call no more.
A real person, not a queue.
Scale service, not headcount.
24/7 phone, chat, WhatsApp and TripFlow access
Real-time rebooking, rerouting and supplier coordination
Proactive flight-delay monitoring at higher service tiers
Full case visibility for the client via Connect
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.”
— Magali Chisholm, Founder, Essential Europe Travel
Questions travel brands ask
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?
One journey. Many suppliers. One Traveler Care layer.
A DMC — destination management company — 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 — 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.
This isn't just an Assist problem. Check verifies that information still matches across every system before arrival. Alert identifies affected travelers regardless of where each part of their trip was booked. TripFlow gives the traveler one coherent journey, even when the booking infrastructure behind it isn't. And OnSpot Connect ties all of it into one operational view.
Built into the way you already work.
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.
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