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Starting 29 January 2025, we will now have a dedicated line for Travel Agents.
The Travel Agent Team (TA) is taking all calls, both sales enquiry and service. MEL TA Team will take Sales Calls while the MNL TA team (Tier 2) will be in-charge of existing bookings.
WHAT DO WE WANT TO ACHIEVE?
A very clear message that when a travel agent contacts Inspiring Vacations they are always responded to by the dedicated travel agent team.
The dedicated team can respond and resolve requests quickly and efficiently, with a clear understanding of the agents position.
A clear escalation process if required.
An efficient process that saves the agent time.
MELBOURNE TEAM
Sales Operations Manager: Hayley Power
Sales Agents:
Tori Brown
Kate Morgan
Laura Emerson
Patricia Park
MANILA TEAM
Team Leader: Raf Capili
Agents:
Jenine Cabillon
Violet Violeta
CURRENT PHONE LINES SET UP - SALES
CURRENT PHONE LINES SET UP - EXISTING BOOKING
COMMISSIONS
80% of agents are being allocated 5% in commission.
We have a small list of agents that have partnered with Inspiring vacations and are actively pushing our product to THEIR customers. Hence, they are rewarded with more commissions.
IV consultants can do a quick check in Perseus to see what the Travel Agent's commission level is. Any questions about commission, should be redirected to the Travel Agent Sales team.
Each number represents a set amount of commission, and automatically allocates the set commission - see below logic where 1.0 = 5% commission:
WHAT TO DO IF MNL TIER 1 RECEIVES A TRAVEL AGENT CALL?
DURING OFFICE HOURS:
Transfer to the dedicated team (either Sales TA or MNL Tier 2),
If TA Team is unavailable, create a task to Tier 2 for existing booking concerns.
AFTER OFFICE HOURS:
MNL Tier 1 to assist the travel agent.
If the concern of the TA is TA specific only or if the TA is working the case with the TA Team already, please create a task and advise TA to please expect a callback within 24 hours.
IMPORTANT NOTES:
TA calls will never go to the greater sales team. MNL will be the overflow and out of office hours for TA calls.
The MNL team will now act as the main receiver of overflow Sales Calls, particularly during Mid-GY shift hours.
For TA Sales Calls, instead of booking directly, please offer a callback from our dedicated TA Sales Team by sending a message in travel-agent-call-back-requests group in Slack. Process HERE
TRAVEL AGENT PAYMENT EMAIL IMPROVEMENTS
update as of 09/06/25
Previously, Travel Agents were receiving the same templates as customers. Moving forward, they now have tailored versions for the following:
Pending payment & overdue reminders (now referencing MintEFT for AU/NZ only)
Instalment payment & overdue reminders
Final payment & overdue reminders
Additional payment reminders
Each email now includes:
Booking ID
Tour name
Lead passenger surname (included in instalments and final payment reminders)
The overall content remains similar to the customer version, just adjusted in tone and language for Travel Agents.
PRELIMINARY DOCUMENTS
For Travel Agents whose clients are departing earlier than the tour start date (e.g., pre-tour travel or back-to-back tours), we can provide preliminary documents when final documentation is not yet available (i.e., more than 30 days before departure).
Update as of 25/06/25:
IMPORTANT NOTE:
While this is commonly used by Travel Agents, this process is not TA-line specific process only. This applies to any client requesting early issuance of documents.
These are downloaded vouchers from BE without hotel details.
Go to the Docs tab > View Voucher > Download.
Clearly advise the agent that:
Final docs will be uploaded to the Traveller Hub approximately 30 days prior.
Preliminary docs do not list hotels and should not be treated as final.
Final docs are the most accurate source of truth.
Clients can log in to their Hub while overseas to access or print the final version.
Kindly explain that due to supplier contracts, we usually receive final docs within 30 days of departure, and sometimes later for cruise components (usually 14 days out).
IMPORTANT: Please only provide preliminary docs where absolutely necessary—i.e., for early departures—not simply by request for early access.
ADDITIONAL PAYMENT METHOD - MINT EFT
WHAT IS THE TURNAROUND TIME FOR A MINT EFT PAYMENT TO REFLECT ON THE BOOKING?
It may take approximately 2-5 business days before it gets reflected on the invoice.
Keywords: agent hotline, b2b support, trade line, travel agent phone, agent assistance, preliminary documents, view voucher
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