A flight and hotel booking starts a customer relationship. It does not automatically keep that relationship active when the traveler arrives. If the agency provides no useful way to discover or book local experiences, the customer may turn to a different provider for the next purchase.

What the revenue gap actually means

The gap is the difference between the services your customer needs during a trip and the services they can buy through you. It can include airport transfers, museum visits, guided tours, dining and live events. It is not a fixed percentage of every traveler’s budget: destination, trip purpose, interests and length of stay all matter.

Start with your own bookings. Ask how many customers buy at least one experience, what they spend and which requests your team cannot fulfil today. That baseline is more actionable than applying a broad industry statistic to every trip.

Map needs to moments

Before departure, help clients reserve date-sensitive attractions and organise arrival transport. Around arrival, provide clear pickup details and a small selection of nearby options. During the stay, consider free time, weather and previously booked activities before suggesting anything else.

A family arriving after a long flight may value a reliable transfer more than a full-day tour the next morning. A couple with a free evening may welcome a dining experience. The timing and fit explain why the offer is useful; simply sending more messages does not.

Keep discovery and booking connected

A recommendation should lead to current availability, a transparent total price and clear product conditions. Use a branded booking link or widget so the traveler recognises the company making the offer. Explain who handles service questions and cancellations before payment.

Build a small, measurable pilot

Choose one destination and one customer segment. Select an arrival service and a handful of experiences your team can explain confidently. Compare recommendation engagement, completed bookings, cancellations and net contribution against your existing process.

Toristy provides 130,000+ experiences through an agent portal, API, widgets and booking links. InTrip AI adds personalized recommendations across the journey. Start with a useful customer service, measure the result, and expand only where it improves the trip as well as the commercial outcome.