How a travel agency should call past clients about new tours
Sado AI team · · 4 min read
In short
A past client is a travel agency’s cheapest new sale: they know you and trusted you once. Call them before the season: in March or April about summer holidays, in October or November about New Year. Split the list into groups by their last trip and give each group one offer that fits. If they’re interested, the manager sends options; if they say “not now”, agree when to call back. Call only people who gave their number and don’t mind a call.
Whom you may call
Only people who travelled with you or asked about a tour and gave you their number themselves. Don’t call bought lists: it annoys people and hurts your name. Uzbekistan has a law on personal data, so keep only what’s needed in the list: name, phone, which tour, when. Remove anyone who said “don’t call me” at once. If in doubt, ask a lawyer.
Split the list into groups
The same “we have new tours” for everyone doesn’t work. One sentence that fits the group makes the client feel remembered.
| Group | When to call | What to offer |
|---|---|---|
| Went to the seaside with family in summer | March–April | Early booking, child-friendly hotels |
| Travelled in the winter holidays | October–November | New Year and winter holiday tours |
| Took tours around Uzbekistan | Spring and autumn | A new route, such as Khiva or the mountains |
| Travelled with their company | End of the year | Corporate trips |
| Asked about a tour but didn’t buy | Start of a new season | A new option for the same destination |
How the call goes
- Introduce yourself and recall the last trip: “This is Malika from Karvon Travel. Last winter you went to Egypt with us.”
- Ask one question: “How was the trip?” If there’s a complaint, write it down first; the offer comes later.
- Make one offer that fits, not ten: “We have new family tours for the winter holidays.”
- Check interest: “Shall we send options to your Telegram?” If yes, ask how many people, which dates and the budget.
- If they say “not now”, ask when to call back. If they say “don’t call me”, apologise and remove the number.
A sample call
Sado: Assalomu alaykum, this is Malika from Karvon Travel. Shahnoza, you went to Egypt with us last winter, is that right?
Caller: Yes, I remember. We had a good rest.
Sado: Glad to hear it! We have new family tours to warm places for the winter holidays. Shall I send you options?
Caller: Interesting, but we don’t know the dates yet. My husband will know his leave in mid-December.
Sado: I see. Shall I call you on 16 December, then?
Caller: Fine, in the evening please.
Sado: Done, I’ll call on the evening of 16 December and we’ll sort out the dates. Thank you!
There was no sale on this call, but a callback was set for a specific date. Without the call, the family would have gone to another agency in December.
What to measure
- How many numbers you reached.
- How many were interested and asked for options.
- How many bought a tour.
- How many said “not now” and named a date: that’s next month’s list.
Count each group separately. For example, of 200 past clients you reached 130, 26 asked for options and 7 bought a tour. Start next season with whichever group buys most. These numbers are only an example.
Handing the calls to an AI operator
Calling 200 people takes a manager a week. With Sado’s AI outbound calls you upload a group’s list in the portal’s Auto-calls section from Excel or Google Sheets, or take it from a CRM stage, then set the offer text and calling hours. More: calling a list from Excel.
The operator, Malika or Shohruh, talks with each client live in Uzbek or Russian. It marks who’s interested, the agreed callback date and who said “don’t call me”, and calls back at the agreed time itself. The manager sends options to interested clients. Common questions: FAQ. Try it live or call 78 778 01 23.
Questions
How often can we call a past client?
Usually one call before the season plus any agreed callback is enough. Call every month and the client will say “don’t call me”.
What if our client list is in a CRM?
The list can come from Excel, Google Sheets or a CRM stage. Bitrix24 has a ready connection; our team connects amoCRM and other systems.
How much do these calls cost?
Sado charges only for talked minutes: 800 so‘m a minute. For example, 130 two-minute conversations: 260 minutes × 800 = 208,000 so‘m. Unanswered numbers cost nothing.