We developed a self-service reservation management and communications system, allowing travellers to access all necessary information before departure. Previously, the AAA reservations team manually created and sent documents—this new system reduced that workload by over 90%.
As part of the Club Adventures/AAA leadership team, having already built ClubAdventures.com and its digital tools (Trip Search, Departure Availability, and Reservation Request systems), we understood the technical, financial, and operational challenges.
Collaborating with AAA stakeholders across product, sales, and operations, we gathered requirements, defined the vision, developed a roadmap, and led end-to-end design and development. In just 60 days, we launched a platform that dramatically improved customer experience, communications, and efficiency, saving the reservations team countless hours.
Custom integrated agent contact and booking details widget. Anyone referred using the custom referral link will be automatically associated with the agent on file.
As Club Adventures grew, the reservations team spent excessive time on clerical tasks, often up to two hours per day manually compiling traveller documents. This process involved copying itineraries, departure details, and passenger information from multiple systems into Word documents.
We identified these inefficiencies and worked with stakeholders across product, sales, and operations to develop a solution. Leveraging our existing API integrations with Intrepid Travel and Softrip, we built The Departure Lounge—a self-service portal where travellers could access booking details, check departure status, and communicate directly with their advisor.
Instead of bypassing AAA’s network of certified adventure travel specialists (CATS) with a direct-to-consumer booking engine, Club Adventures sought to enhance the travel planning and booking experience. Building on the success of our Reservation Request platform, The Departure Lounge streamlined communication, improved customer experience, and significantly boosted team productivity.
