The Travel Agency That Automated Visa Application Queries

February 6, 2026 · Vera.Support

Marta runs a boutique travel agency in Lisbon that specialises in tailor-made holidays to South and Southeast Asia. For years, her business thrived on word-of-mouth referrals from clients who loved the personal touch. But as the agency grew, so did the volume of one particular kind of enquiry: visa questions.

Before: Drowning in Repetitive Questions

Every morning, Marta’s team of three agents would arrive to find a voicemail inbox full of the same questions. “How long does the visa take?” “What documents do I need for Vietnam?” “Can I apply for a Thai visa online?” The phones rang constantly, and the agency’s email inbox was a tangle of threads. Marta’s agents spent hours repeating information that was already clearly written on the company’s website.

“We were spending at least half of every day on the phone answering questions that had straightforward answers,” Marta recalls. “And if someone called after 6 p.m. or on a Saturday, they’d just get our voicemail. They’d either call back during office hours or, worse, book with a competitor who answered them right away.”

The agency also used WhatsApp to communicate with clients who were already travelling. But clients on WhatsApp would ask visa questions too, and those messages often got lost among trip updates. Marta’s team felt frazzled. They wanted to provide excellent service, but the constant interruptions made it hard to focus on crafting complex itineraries.

The Turning Point: Finding Vera.Support

Marta discovered Vera.Support through a post in a travel-industry forum. Someone had mentioned a tool that could unify all customer messages and answer common questions automatically. She visited the website, read the features, and signed up for a paid plan starting at $7 per month. Within minutes, she had set up her workspace.

“I was sceptical at first,” she admits. “We’d tried a chatbot before, and it always gave robotic, irrelevant answers. But Vera was different. I could train it on my own content—our visa guides, country requirements, and policy pages. It learned from what we had already written, and it never made up facts.”

How They Use Vera.Support Now

Today, Marta’s agency uses Vera.Support as the central hub for all customer communication. The shared inbox brings together WhatsApp, Instagram, Facebook Messenger, and website live chat. When a client sends a message through any channel, it appears in the same queue. The AI chatbot handles the first response instantly, 24/7.

For visa queries, the AI is especially effective. A client might ask in French, “Quels sont les documents requis pour un visa touristique en Inde ?” Vera replies in French, pulling the answer from Marta’s own visa page. It never invents a requirement or gives outdated information. If the query is too complex—say, a client with a dual passport asking about visa exemptions—the AI tags the conversation and routes it to the right agent, with the full history attached.

Marta’s team now uses saved replies for common follow-ups, like how to track a visa application. They’ve set up automations: when a client books a tour, an automated sequence sends them a checklist with visa tips. The AI also handles after-hours messages. “Last week, a client messaged us at 11 p.m. from São Paulo because he realised his passport would expire during his trip. Vera answered him immediately, in Portuguese, and told him to renew it now. He was so relieved—and we didn’t have to wake up to a panicked voicemail.”

Because the AI is trained on the agency’s own content, it delivers answers that feel human, not scripted. Marta often edits the AI’s tone to be warmer and more conversational. “It says things like ‘Sure, here’s what you’ll need for your Bali adventure!’ instead of a dry list. Our clients love it.”

Life Today: Calmer, Faster, and More Personal

The phone calls about visas have dropped dramatically. Marta’s agents now spend their time on high-value work: designing bespoke trips, negotiating with hotels, and solving real travel emergencies. The agency serves clients who speak English, French, Spanish, and Portuguese. Vera replies in each customer’s language, which has reduced misunderstandings and made clients feel truly cared for.

“We’re not losing customers because we didn’t answer in time anymore,” Marta says. “And we didn’t have to hire extra staff. Our team is smaller than it would otherwise need to be, but the quality of service has actually improved.” The AI never gets tired, never makes a mistake on a visa requirement, and never takes a holiday. Marta’s team has more energy for the creative, human part of their job—the part that makes clients fall in love with a destination.

Marta sums it up: “Vera lets us communicate correctly in every language, reduces our staffing costs while improving service quality, and gives creative, human-like answers. Our clients think we have a bigger team than we do. And we do—just one that works around the clock.”

If you run a travel agency—or any business that answers the same questions over and over—consider how Vera.Support could transform your day. Plans start at $7 per month, with every feature included and no long-term commitment. Get started at cloud.vera.support.