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.