Texting Guide for Travel Companies

Travel companies succeed through clear, proactive communication. Customers expect quick confirmations, itinerary updates, and fast support while on the move. TextUs helps travel teams manage these touchpoints at scale while keeping every conversation organized and logged.

How TextUs Fits Travel Workflows

TextUs Campaigns let you message travelers, agents, or partners directly from your CRM or booking system. You can attach PDFs or images like itineraries, vouchers, or destination guides so travelers have everything on hand.

Keywords like CONFIRM, CHANGE, or HELP route replies into Sequences that confirm bookings, handle changes, or trigger follow-up steps automatically.

Replies appear in the Shared Inbox, where agents and coordinators can assign ownership and respond with Templates. Integrations with CRM or GDS systems ensure every conversation is logged to the customer record.

You can monitor deliveries, replies, and clicks in TextUs and export CSVs to analyze booking conversion, communication speed, and satisfaction.

What to Set Up First

Connect your booking or CRM platform so traveler data and messages sync automatically. Register your 10DLC numbers to ensure reliable delivery, and keep opt-out handling active so STOP and UNSUBSCRIBE messages are processed.

Create Templates for high-frequency workflows: booking confirmations, payment reminders, flight updates, and last-minute alerts. Assign Shared Inbox coverage by shift so travelers always receive timely responses.

Segment lists by travel type or customer stage. Examples: Upcoming Departures, Group Tours, New Inquiries, or Post-Trip Surveys. Smaller, precise lists make communication relevant and efficient.

How to Create an SMS Campaign With TextUs

1. Choose your audience: Open Campaigns in TextUs and select a segment from your CRM, such as “Upcoming Departures This Week.” This ensures your message reaches the right travelers.
2. Write your message: Keep it short and clear. Example: “Hi {{first_name}}, your trip to [Destination] departs on [Date]. Reply CONFIRM to verify or CHANGE if you need help updating your itinerary.”
3. Attach media: Add a PDF or image like an itinerary, packing list, or hotel voucher. Attachments help travelers prepare without opening an email.
4. Set up an A/B test: Create a second version that changes the tone or call to action. Compare reply and confirmation rates to find the stronger option.
5. Schedule your campaign: Send reminders 48 hours before departure and a final update the day prior. Use recurrence for ongoing tours or multi-leg itineraries.
6. Create a keyword: Add a keyword such as CONFIRM, CHANGE, or HELP and reference it in your message. TextUs recognizes replies automatically.
7. Link to a sequence: Connect the keyword to a two-step sequence. For example, “Step 1: Confirm booking or offer change options. Step 2: Follow up 6 hours later if no reply.”
8. Send and monitor: Launch your campaign, track confirmations, and manage questions quickly through the Shared Inbox.

Example sequence messages:

• Step 1 (auto-reply): “Thanks for confirming your trip! Here’s your itinerary: [short URL]. Reply HELP if you have any questions.”
• Step 2 (reminder): “Still need confirmation for your trip to [Destination]. Reply CONFIRM to lock in or CHANGE if you need to adjust.”

Segmentation and Personalization Strategy

Segment travelers by destination, travel date, or trip type: leisure, business, or group. For partners, segment by region or relationship stage. Refresh lists daily for upcoming departures and weekly for marketing campaigns.

Personalize lightly with name and one contextual detail, such as destination or travel date. Example: “Hi {{first_name}}, ready for your adventure in [Destination]? Reply CONFIRM to finalize your plans.” Avoid over-personalization to prevent errors and keep tone professional.

Audit segment performance monthly to maintain accuracy. Remove inactive travelers, update date ranges, and verify phone formats to reduce bounce rates.

Template Library for Travel Scenarios

Keep a concise set of Templates for everyday travel communications.

• “Hi {{first_name}}, your flight to [Destination] is confirmed. Reply HELP if you need your itinerary resent.”
• “Payment reminder for your [Package Name] trip. Reply PAY to receive a secure link.”
• “Weather update: minor delays expected in [Destination]. Reply INFO for the latest status.”
• “Thanks for traveling with [Company]. Want feedback forms by text? Reply YES for the link.”
• “Your group excursion departs from [Location] at [Time]. Reply CONFIRM to check in.”

Review the template performance monthly with compliance. Replace underperforming messages and track which formats get faster replies.

Reporting and Attribution Workflow

Export deliveries, replies, and clicks from TextUs weekly. Join that data with CRM or booking system records to link texts to confirmed trips, payment completions, and post-trip reviews. Preserve campaign names, keywords, and variants for analysis.

Track confirmation, reply, and conversion rates per segment and region. Include attachment and keyword usage to evaluate what improves readiness or reduces agent load. Keep a brief changelog noting updates to timing and phrasing.

Summarize results in a one-page report showing delivery rate, reply rate, and booking conversion. Use trends to refine timing and improve guest experience.

Traveler Updates and Emergency Alerts

Use TextUs for time-sensitive updates such as flight changes, weather delays, or emergency instructions. Preload alert Templates and ensure your safety or operations teams can send them immediately.

Example: “Hi {{first_name}}, due to weather, your [Flight/Train] to [Destination] is delayed 2 hours. Reply OK to confirm receipt.”

Set up an “Alerts” keyword to verify acknowledgment during urgent events. Record responses in your CRM for audit and compliance. Fast, centralized communication builds trust during disruptions.

Managing Replies in the Shared Inbox

All replies appear in the Shared Inbox for visibility across support, sales, and operations. The first team member to respond assigns ownership, so the traveler interacts with one contact. Templates ensure consistent tone, while personal touches build rapport.

Use tags like Confirmed, Payment, Change, or Issue to sort threads. Add short notes before forwarding to booking or operations so context is preserved. If a traveler stops responding, move them into a re-engagement Sequence that checks in politely.

Keep notifications active during business hours and trip windows. Quick responses reduce anxiety and improve customer satisfaction.

Compliance and Deliverability for Travel Companies

Use registered 10DLC numbers for consistent deliverability and compliance. Keep opt-out handling active so STOP and UNSUBSCRIBE are processed automatically. Include “Reply STOP to opt out” in the first message.

Avoid spam triggers by limiting links, punctuation, and all caps. Do not include payment or passport details in SMS. Use secure links for all transactions and personal data.

Keep attachments concise and relevant: vouchers, itineraries, and travel tips should open instantly on mobile. Send messages during local hours for each region and match cadence to trip milestones.

FAQs About Texting Guide for Travel Companies

Can I attach itineraries or vouchers to my texts?

Yes. TextUs supports PDFs, images, and GIFs for both campaigns and one-to-one messages. Travel companies often attach itineraries, vouchers, or boarding instructions so travelers have everything in one place.

Can I automate trip reminders or updates?

Yes. You can schedule and repeat campaigns or connect Keywords and Sequences for automated reminders. Many agencies automate 24-hour pre-departure confirmations and post-trip feedback requests.

How do Keywords and Sequences streamline traveler communication?

When travelers reply with a keyword like CONFIRM or HELP, TextUs can enroll them in a Sequence. The first message confirms status or shares the requested information, while a later message follows up if needed.

How does the Shared Inbox improve coordination?

All replies appear in one shared view, so travel agents and operations staff stay aligned. You can assign ownership, tag conversations, and forward notes for context. This reduces missed updates and duplicate outreach.

What metrics should I track to measure success?

Track delivery, reply, and confirmation rates first. Export TextUs data and join it with CRM results such as confirmed trips, payments, or reviews. Weekly tracking helps you see how texting drives bookings and satisfaction.