Complaint management · TurnFriendly Travel
Resolve travel complaints faster.
Booking data, complaint categories and stakeholders stay connected. Your team handles complaints during and after the trip – through to refunds and supplier charges.
Booking Viewer
The whole trip. Right in the case file.
Flights, hotels and other services from your reservation systems are available in the Booking Viewer. Your team has the context at hand.
Connect your reservation systems
We integrate your reservation systems. Booking numbers, travellers and service data form a shared basis.
Connect services and cases
Complaint categories, responsible suppliers and follow-up processes are linked to the affected travel service within each case item.
The available data and travel services depend on the connected reservation system.
AI in incoming message management
Less manual sorting. Faster handling.
TurnFriendly recognises booking numbers in incoming messages. The AI integration identifies affected travel services and complaint categories using your categorisation tree.
One message. Several case items.
Flight delays and construction noise are structured separately and handled within the same booking context.
If a link is unclear, your team completes it in the TurnFriendly inbox.
Eingang → Buchung → Anliegenfall“Our flight was delayed. There was also construction noise at the hotel.”
Booking number TR-2026-001 · Example of an incoming customer message
Next step
Determine responsibility and the process, prepare a response or submit for review.
Categorisation and the level of automation depend on your configuration.
Refunds & supplier charges
Through to financial resolution.
Payments, vouchers and supplier charges remain linked to the originating case item. Approvals and accounting follow from there.
Refund customers
Record a payment or voucher against the case item. Authorisation profiles and batch approvals govern release.
Recharge service providers
Assign amounts to the responsible supplier and generate invoices for the charges.
Connect accounting
Configured interfaces transfer invoice data to your accounting system – for example SAP-FAKT.
Quality & operations
Spot recurring causes.
Which hotels, flights or complaint categories stand out? Structured case items give quality management and service leaders a basis for improvement.
Open cases by work queue
Reservations
72
Customer service
48
Tour management
36
Refunds
24
Quality management
20
Fictional demonstration data. These are not customer results.
Incoming cases by category
410 customer cases · Example period: 12 months
Accommodation
140
Flight
105
Booking
78
Transfer
52
Support at the destination
35
Fictional demonstration data. These are not customer results.
YOUR COMPLAINT PROCESS
Where do follow-up questions slow down your team?
Discuss a typical complaint with us. Together, we review booking data, feedback, approvals and the handover to your accounting system.
For tour operators and airlines · Integrate reservation and accounting systems to fit your needs.