Sort by travel date
Put trips starting in the next day or two at the top of the queue. A late reply about tomorrow's booking is worth far less than a quick one.
Publish change and cancellation rules
Show the rules in plain words on the booking page and in the confirmation email. Most change requests then become a quick link instead of a ticket.
Cover urgent hours
Offer a way to reach someone outside office hours for trips in progress, even if it is only a monitored inbox with an auto-reply that says how fast you respond.
Update customers before they ask
When a supplier cancels or a delay hits, email affected travellers with what happened and what you are doing. Proactive updates cut ticket volume sharply.
Keep supplier contacts handy
Store the right supplier contact in each booking so an agent can resolve a problem in one call, not after three emails.
Learn from the peak season
Review the busiest weeks, note which questions repeated and write the answers into the help centre before the next peak.