Adding travellers and reusing contacts
Every traveller you add to a trip is two records. The contact is the person: one record, kept across every trip they ever take with you. The traveller is that person on one trip. The console shows both, and the difference matters when you edit something later.
Adding someone to a trip
- Open the trip and find the Travelers section.
- Click + Add traveler.
- Start typing in Full name. The field is also a search box — the placeholder says Type a name — existing clients appear.
- If the person is already a contact, they appear under Existing clients, with a Connected badge if they have already activated the assistant on a previous trip. Click them and the form collapses to that one card.
- If they are new, fill in Email, Phone and Language (Español or English).
- Tick Primary if this person is the main contact for the booking.
- Click Add traveler.
Either route creates or reuses a contact — there is no way to add a traveller without one.
How matching works, and where it stops
Contacts are matched on email (case-insensitive) or phone. A name alone is not enough: two people called Juan Pérez with no email and no phone become two contacts. If you want reliable deduplication across seasons, put an email or a phone number on the record.
When an existing contact is matched, blank fields on it are filled in with the fresher data you typed. Fields that already have a value are never overwritten by an import or a new booking.
Copied fields
Name, email, phone and language are copied onto the traveller record at the moment you add them, and the automatic messages read the copy.
Editing the contact pushes the change down to their trips — including clearing a field, which is how you stop email reaching someone who is still on a trip. The one exception is a traveller whose value was changed on the trip itself: that is treated as a deliberate per-trip override and is left alone. So if you gave someone a work address for one trip, editing their personal address on the contact will not overwrite it.
Preferences are not copied down this way. A traveller's notification level and email-copy setting belong to that trip and are edited from their row on it — see Languages, notification levels and guardians.
The Travelers page
Travelers in the sidebar is your contact list across all trips. Search by name, email or phone. Each row shows either Connected or No assistant yet.
Open a contact and the Profile form covers full name, email, phone, language, Nationality (used for visa guidance), Tags — free labels, comma-separated, such as VIP or honeymoon — and Internal notes. Notes are for your team only; they are never shown to the traveller and never given to the assistant.
Two fields are worth setting because automation reads them:
- Passport expiry — if it falls less than six months after the end of the trip, the traveller gets a warning 60 and 30 days before departure.
- Birthday — powers the birthday greeting.
Both can be entered when you create the contact with + New traveler. The profile form on the contact page does not include passport number, passport expiry or birthday, so today they are set at creation or through the MCP tools.
Below the profile is Trip history: every trip that person has been on, with its status. Click through to open the trip.
Removing people
Removing a traveller from a trip uses the ✕ on their row. The confirmation is explicit: their chat link and reminders stop, and their contact record is kept.
Deleting a contact is only possible when they have no trip history. Once someone has been on a trip, the platform refuses the deletion so the audit trail survives. See Data, security and what we store for what that means in practice.