Albatross Tours: got a reservation system they can trust, eliminated countless spreadsheets, and improved managing Covid-19 related situations

Company type:Tour Operator
Company location:Australia, New Zealand

Simple things like creating an invoice or a rooming list were not automated. For bigger tours, we could spend up to half an hour just to prepare one rooming list. From the start we were working together with Lemax as partners with the same goal. Now we have a reservation system that we can trust again!

Hannah-Jane Ellery
Hannah-Jane Ellery
Group Project Manager, Australia, New Zealand

Challenge: connect all aspects of their travel business to improve their processes

Albatross Tours has been creating remarkable memories for Australian and New Zealand travelers for 25 years. We talked with Hannah-Jane Ellery, Group Project Manager, with her strong expertise in the tourism industry, she explained to us how important it was to simplify and improve the collaboration between their teams and have a reliable system supporting their entire travel business to deliver better experience to their clients and partners.

  • They needed an error-free and stable solution to connect all aspects of their travel business to improve their processes.
  • They wanted to easily manage their inventory and have a clear overview of the stock they had to make sure that there were over-selling risks.
  • On the operations side, working on rooming lists was also time-consuming. They were prepared and updated manually.
  • There was a significant amount of time spent on combining data from multiple spreadsheets. Preparing invoices took a lot
    of their time and effort, it couldn’t be done automatically, so they needed a better approach for generating documentation.

Solution: building a partnership relationship – getting a new solution that connected all the dots of their business

When Albatross Tours started searching for a partner in the travel technology area, they had a criteria list to focus on important things, which always a good idea when choosing a solution. In this process, Lemax was shortlisted in the final round with one other vendor.

They had demo presentations and discussions with Sales and what amazed them was the responsiveness and relationship-building approach they experienced with Lemax. This gave them the confidence to move on with Lemax software.

“From the start we were working together as partners with the same goal. We were open and honest so much so that it often felt as if we were working for the same company. This partnership enabled us to go live with Lemax within 6 months.”

They wanted to improve their customer journey and increase direct sales. They needed to sound professional and reliable when someone calls them, that their representatives can easily get a clear overview of all available information and that a client can easily make a booking. Hannah-Jane emphasized that now they have a reservation system they can trust again! The system also brought them flexibility and eliminated a lot of manual work.

“I am so relieved to have been managing the COVID-19 crisis using Lemax. The ability for us to customize areas of the system ourselves allowed us to adapt as things changed and to manage the process fully in the system on both sides of the world removing the need for countless spreadsheets and emails bouncing back and forth.”

Impact: got a flexible reservation system they can trust, eliminated countless spreadsheets, and easily managed Covid-19 related situations

Hannah-Jane stated that they are excited to start using Lemax fully to operate tours moving forward!

Albatross Tours implemented Lemax in Australia in February 2020, and a lot has changed in the world since then, so as she said, unfortunately, they couldn’t focus on using its full potential at the moment. But what was emphasized is that now they have a reservation system they can trust again.

Hannah-Jane also added that you can find many nice functionalities that maybe weren’t seen right away like copying the whole tour for the next year with a click of a button including all the information you put inside.

What helped them a lot is the flexibility of the software and the fact that they can add their own product types and custom fields without asking the product team to do it. This was especially useful during the Covid-19 pandemic situation, as they could better monitor the refunds process. Connected both sides of the world removing the need for countless spreadsheets and emails bouncing back and forth.

Download full case study (PDF)

We have a reservation system that we can trust again!

From the start, we were working together as partners with the same goal. The ability for us to customize areas of the system allowed us to adapt as things changed and to manage the process in the system on both sides of the world removing the need for spreadsheets and emails bouncing back and forth.
Hannah-Jane Ellery
Hannah-Jane Ellery

Group Project Manager
The Albatross Group, UK, AU

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