Industries · Travel
The flight moved. Ops is still in Excel.
Plutonic builds travel software for Indian OTAs, operators, and agencies — booking journeys, supplier feeds, and exception queues that stay clear when the plan breaks.
- A delay turns into a 40-message WhatsApp with no owner and a passenger still at the gate
- The site sold a room the hotel already gave away
- Travellers call because the itinerary SMS never went out
- The booking site looks modern. Ops still closes refunds in a spreadsheet
Overview
What a travel operator actually needs from software
Challenges
If this is your week, keep reading
Disruption is a WhatsApp pile
Delays and cancellations spawn threads with no SLA and no customer-visible status.
- Rebooking is tribal knowledge
- Passenger gets three different stories
- Refund starts after the shouting
The site sold inventory you do not have
Rates and availability drift from the supplier, so the booking fails after payment.
- Cache lies, GDS is late
- Hotel says sold out after the voucher
- Agent spends the afternoon unpicking it
The traveller finds out last
Itinerary changes do not reach the phone before the passenger is already at the counter.
- SMS never fired
- App still shows yesterday's flight
- Call centre fills up because nobody pushed an update
Front end outran the back office
Conversion improved. Refunds, splits, and partner requests still live in sheets.
- Agent cannot do on the desk what the site promised
- Partner asks for a change in WhatsApp
- Finance cannot match the booking to the refund
Solutions
What we put on the booking path and the ops desk
Solution 01
An exception with an owner
The mess
Delays and cancellations create chaotic handoffs.
What we put in
Ops queues that route disruptions, rebookings, and refunds with an SLA and a status the traveller can see.
- One queue, named owner
- Passenger status without a call
- Refund state finance can reconcile
Solution 02
Inventory that matches the voucher
The mess
Supplier availability and rates drift from what the site shows.
What we put in
Integration rules that keep booking truth aligned to supplier feeds — fail before you take the money if the seat is gone.
- Live check where it matters
- Rules when the feed is stale
- Fewer 'confirmed' bookings that are not
Solution 03
A push before they call
The mess
Customers chase status after every schedule change.
What we put in
Itinerary and notification flows that send a clear update before the call centre fills.
- New flight on the phone
- What to do next, not a jargon PNR dump
- Agent sees the same itinerary
Solution 04
Ops tools for the journey you sell
The mess
Booking UX outruns what agents and partners can actually do.
What we put in
Agent desks and partner portals built for the same trips customers take online.
- Desk can rebook what the app sold
- Partner request in the PNR, not chat
- No parallel Excel ops
Capabilities
What we actually build for travel companies
01
Booking web & mobile
Search, pay, and manage the trip without a dark pattern when the plan changes.
- Honest availability
- Pay then confirm that holds
- Manage-my-booking that works
02
Itinerary & status
Trip views and pushes when the supplier moves the plan.
- Same PNR for app and agent
- Push before the queue spikes
- Plain-language change
03
Exception & refund queues
Owned work for cancellations, delays, and partial settlements.
- SLA on the case
- Refund state finance can see
- Customer-visible progress
04
Supplier & GDS integrations
Inventory, booking, and ticketing without glue that breaks every season.
- Feed rules you can explain
- Fail before you charge
- Logs when the supplier lies
05
Agency & supplier portals
Partners manage inventory and requests without a WhatsApp coordinator.
- Request on the booking
- Stock they can sell
- Less phone-tag with ops
06
Care copilots with a trail
Grounded help for agents on status — money movement stays human.
- Status from the PNR
- Citation on the answer
- Human on refunds
07
Payments that match the booking
Less mismatch between capture, refund, and what finance books.
- Refund against the PNR
- Partial that is explicit
- Trail for the auditor
08
Ops dashboards people open
Open exceptions, failed bookings, and supplier hotspots.
- Aging disruptions
- Inventory fails
- Repeat contacts
Use cases
Jobs a travel operator will pay for
Cut calls when the flight moves
Push status and a next step before the traveller is on hold.
- One disruption type first
- App and SMS agree
- Queue does not explode
Stop selling rooms you do not have
Keep site truth closer to the supplier feed.
- Live check on pay
- Rules for stale cache
- Fewer voucher fights
Refunds and rebooks in one queue
Owner, SLA, and a status the passenger can see.
- No WhatsApp ops
- Finance can match the row
- Time-to-resolve as the number
Let agencies work without a coordinator
Portals for inventory and changes instead of 24/7 chat.
- Request on the PNR
- Stock they trust
- Less ops as a helpdesk
Recommended services
Where to start in our practice
Why it matters
Why travel teams stay with us
We design the failure path first
Trust breaks on the delay, not on the search thumbnail.
- Exception owner
- Customer-visible status
- No happy-path-only demo
Suppliers and payments are the architecture
Not an afterthought after the landing page.
- Feed rules
- Refund trail
- Pilot on one supplier or lane
What the traveller sees matches the desk
Agents can complete the same journey the site sold.
- Same itinerary
- Same refund state
- No 'the website promised'
You can point at a number
Repeat contacts, time-to-resolve, booking success — not traffic vanity.
- Baseline before we start
- One owner per metric
- Expand when it pays
FAQ
Travel questions
Yes. Feeds, booking, and inventory rules are usually the first architecture conversation — not a later surprise.
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