What CRM do UK travel agents use?
It depends on how you trade. Homeworkers usually use the system their host or franchise provides. Independent agencies often run a travel back-office system with a CRM inside it, and some add a general CRM for marketing. Most "best travel CRM" lists are written for the US market and miss the UK systems entirely.
| Option | Suits | What to know |
|---|---|---|
| Your host or franchise's system (for example iSell) | Homeworkers and franchisees | The host decides what connects to it, much like a network for financial advisers |
| Traveltek | Travel agencies and tour operators | A travel-specific CRM, localised for UK dates and terms |
| moonstride | Tour operators and agencies | Travel CRM and back office in one |
| Travel Agency CRM | Agencies wanting a travel-ready CRM | Built on Zoho CRM, so Zoho's integrations apply |
| HubSpot, Pipedrive, Zoho | Agencies with a marketing focus | Strong on email and pipeline, but blind to bookings unless connected |
| Spreadsheet and inbox | The first year | Works until balance dates start being missed |
From vendor sites and published comparisons, September 2026. Links under Sources.
How do we follow up holiday quotes that go quiet?
A client asks for a two-week family holiday, you spend an hour putting options together, and they say they'll talk it over. Often they're asking two other agents and an online site at the same time. The quote that gets followed up while prices still hold has the best chance.
- A message the next day: did the options suit, and is there anything to change?
- A reminder that live prices and availability can change, sent before they're likely to.
- A note to you, with the quote in front of you, the moment they reply.
- A last check-in after a week or two, then the enquiry closed with a reason.
The wording is yours and the sequence stops when they book. More in how to follow up on a quote.
How do we keep track of balances, documents and pre-departure?
Every booking runs to a timeline: deposit, balance due date, documents, the ATOL certificate where the booking is ATOL-protected, entry requirements, departure, and home again. Each supplier sets its own balance date, and missing one can cost the booking.
| Point in the booking | What goes out | Who checks it |
|---|---|---|
| Deposit paid | Confirmation and what happens next | Automatic |
| Before the balance date | Reminder with the amount and how to pay; a second if unpaid | You, if it's still unpaid near the date |
| Documents ready | Documents and, where applicable, the ATOL certificate | You, before it's sent |
| A few weeks before travel | Passport validity and a link to GOV.UK's travel advice for the destination | Automatic |
| Just before departure | Transfer details, contacts and a good-trip message | Automatic |
| After they're home | Welcome home, a review request and a question about next time | Automatic |
Entry requirements change, so messages link to GOV.UK's foreign travel advice rather than restating the rules.
Who answers the phone when we're with a client?
Travel agents spend long stretches on one client's trip, and the phone rings through it. New enquiries want to talk now; existing clients want to check a detail. Both can be handled without interrupting you.
| The call | Voicemail | AI receptionist |
|---|---|---|
| "We're looking at Greece next summer" | Often rings someone else | Asks dates, party size, departure airport and budget, and books a consultation |
| "Is our balance due yet?" | Call back later | Answers from the booking where it can read it, or passes it to you |
| "Our flight's been cancelled" while abroad | Missed | Gives your emergency or supplier contact straight away and alerts you |
| Record of the call | The voicemail | A note on the client record |
More on how these are built on our AI receptionist page.
How do we get past clients to book with us again?
Past clients are the easiest bookings to win and the easiest to lose to a website. Most agents mean to get in touch at the right moment and don't have time.
- A message around the time they booked last year, when they're likely planning again.
- Offers matched to what they've booked before: the family who always travels at half-term, the couple who like cruises.
- A note on anniversaries and big birthdays, where they told you about them.
See our reactivation page for how this works.
Can AI build itineraries and quotes for travel agents?
It can draft them: a day-by-day write-up of what you've booked, a quote document in your style, a summary of a supplier's terms. It shouldn't set prices or availability; those come from your booking systems, live. Every quote a client sees should be checked by you.