White-glove itineraries, without a 24/7 in-house team

Client profile

A boutique luxury travel agency curating custom, high-end itineraries for clients across North America and Europe. Their small team of travel designers was stretched thin handling both creative itinerary work and day-to-day logistics and support.

Clients on multi-timezone trips needed support outside standard business hours, including emergencies, but the agency had no dedicated after-hours coverage — putting the client experience at risk during high-stakes trips.

"Our clients expect a response any time of day, wherever they're traveling. RCVRY gave us that coverage without diluting the personal touch our brand is built on."
— Founder, Boutique Travel Agency

The challenge

The client's leadership identified several operational pain points:

Clients on multi-timezone trips needed support outside standard business hours, including emergencies.
Travel designers spent hours on manual tasks — confirmations, itinerary formatting, vendor follow-ups — instead of curating trips.
Booking changes (flight delays, weather, last-minute requests) required fast coordination across airlines, hotels, and local partners.
No dedicated after-hours or weekend support, risking client experience during high-stakes trips.
Growth was capped by how many trips the small internal team could personally manage at once.

What RCVRY delivered

People-Focused Solutions

Extended the agency's white-glove reputation into every hour of the day.

24/7 Traveler Support

Staffed a round-the-clock support line for in-trip issues — delays, rebookings, local emergencies.
Coordinated directly with hotels, drivers, and local guides to resolve issues in real time.
Provided a consistent, on-brand voice for client-facing communication (white-labeled).

Itinerary & Booking Coordination

Handled reservation confirmations, vendor follow-ups, and itinerary document preparation.
Managed proactive check-ins before and during trips to catch issues before they became complaints.
Supported multi-leg, multi-vendor trip logistics so designers could focus on trip design.

Technology-Focused Solutions

Kept every trip's details current and visible, no matter who picked up the phone.

Reservation & Vendor Management

Worked inside the agency's booking and CRM tools to keep itineraries current.
Tracked vendor confirmations and flagged unconfirmed bookings ahead of travel dates.
Maintained a shared calendar of active trips for fast context when a traveler called in.

Reporting & Client Insights

Delivered trip-volume and support-ticket reporting to identify recurring friction points.
Tracked traveler satisfaction post-trip to feed back into future itinerary design.

The Outcome

A support layer that scales trip volume without scaling headcount.

Travel designers reclaimed hours per week previously spent on logistics and confirmations.
In-trip issues resolved faster with dedicated 24/7 coverage instead of ad hoc after-hours calls.
Agency took on more concurrent trips without sacrificing the high-touch experience clients pay for.
Stronger client retention and referrals tied to faster, more consistent in-trip support.