Contacting a Travel Agent

Sometimes you need help beyond what Scout can answer directly. Travel agents can assist with rebooking flights, handling cancellations, resolving hotel issues, and managing complex travel changes that require human assistance.

How to Connect with a Travel Agent

The easiest way to reach a travel agent is through Scout. Here’s how:

1. Open Scout Chat by clicking the “Get Help” button in your dashboard
2. Tell Scout you want to speak with a travel agent
3. Scout will ask a few clarifying questions about your situation
4. Scout will then connect you to an agent

Example message: “I need to talk to a travel agent about my flight”

What Happens Next

Once Scout initiates the connection:

• Scout creates a support ticket with your trip details
• You’ll receive a reference code for your request
• If your phone is verified: You’ll receive a callback within about 30 seconds
• If your phone isn’t verified: You’ll be given the support phone number to call directly. Have your reference code ready when you call.

Why Tell Scout First?

Going through Scout ensures the travel team has full context before you connect:

• They can see your itinerary and bookings
• They know your organization’s policies
• They understand your situation before the call begins

This means faster resolution since they’re already up to speed when you connect.

When to Contact a Travel Agent

Travel agents can help with:

• Missed flights that need rebooking
• Cancelled, delayed, or overbooked flights
• Hotel issues requiring a room change
• Complex travel changes that need human assistance
• Urgent situations that can’t wait