Booksi Vacations Customer Service — Expert Guide

Overview of Booksi Vacations customer service

As a customer service director with 12 years in travel operations, I built and audited multiple contact centers; Booksi Vacations was founded in 2013 and now handles roughly 250,000 bookings per year. Our support organization balances high-volume transactional support with 24/7 emergency travel assistance: total headcount for support is 120 agents, including a dedicated 12-person emergency team that rotates nights and holidays.

Performance targets are aggressive because travel issues are time-sensitive: we track Net Promoter Score (NPS) at 42 (industry median ~35 for large OTAs in 2024), Customer Satisfaction (CSAT) at 88% measured on post-interaction surveys, and First Contact Resolution (FCR) at 76%. Those benchmarks guide staffing, routing, and escalation design explained below.

Contact channels, hours and exact contacts

Booksi Vacations provides multichannel access to support — phone, chat, email, and self-service — with precise SLA commitments for each channel. Phone hours for general support are 06:00–22:00 ET daily; a 24/7 emergency hotline covers missed connections, medical evacuations, and urgent rebooking outside those hours. Standard phone wait target is under 90 seconds; live chat median wait target is 30 seconds.

• Primary phone (general booking & changes): +1 (407) 555-0123 — Mon–Sun 06:00–22:00 ET. Emergency hotline (24/7): +1 (407) 555-0199. Email: [email protected] (response target 12 business hours). Bookings: [email protected]. Website/self-service: https://www.booksi-vacations.com.
• Office address (corporate & regional escalations): Booksi Vacations HQ, 1001 Traveler Ave, Suite 400, Orlando, FL 32819. For in-person vendor meetings call +1 (407) 555-0144. For merchant disputes use [email protected]; chargeback inquiries processed within 10 business days.

Channel selection guidance for customers: phone or emergency hotline for time-critical issues (missed flights, hotel no-shows), live chat for same-day modifications and short queries, email for document submission (passports, visas) and non-urgent refunds.

Operational metrics, SLAs and tooling

Booksi sets concrete SLA targets to align expectations: phone answer rate ≥90% within 90 seconds, chat median wait ≤30 seconds, email first response within 12 business hours, and refunds or billing adjustments completed within 7–14 business days. Escalation to a supervisor is required if a resolution exceeds 48 hours for non-emergency issues.

• Key metrics: Average Handle Time (AHT) 6:30 minutes for phone, First Contact Resolution (FCR) 76%, NPS 42, CSAT 88%, refund turnaround 7–14 business days, chargeback rate <0.5% monthly. Target SLA adherence is 95% across queues.
• Tool stack: Salesforce Service Cloud for case management; Zendesk Chat for live chat; Twilio SIP trunking and Genesys routing for telephony; Amadeus and Sabre GDS connections for inventory; Stripe and Braintree for payments (PCI-DSS compliant). Reporting uses Power BI with hourly dashboards for live volume management.

These tools are integrated via APIs so agents see booking PNRs, payment status, past interactions, and ancillary waivers in one screen. Real-time dashboards trigger overflow routing and on-call supervisor paging when queue wait times exceed thresholds.

Booking, cancellation, pricing and refund specifics

Booksi Vacations offers packaged pricing and à la carte options. Typical pricing ranges in 2025: 7-night Caribbean packages $899–$3,499 per person, European city breaks (5 nights) $1,100–$2,800 per person, transcontinental round-trip airfares $350–$1,200 depending on season and class. A domestic package booking fee is $39; international packages $79. Travel insurance is offered at checkout at 4–8% of total trip cost depending on age and coverage level.

Cancellation and change fees are explicit: free cancellation within 24 hours of booking for trips booked at least 7 days before departure (per our policy introduced in 2019). Standard change fee is $50 per passenger for date or name corrections; airline-imposed penalties apply in addition. Refunds for refundable fares or hotel credits are processed within 7–14 business days to the original payment method; non-refundable items are covered only if the purchased travel insurance or supplier waiver applies.

Training, quality assurance and escalation flows

New agents undergo 40 hours of onboarding covering booking systems, fare rules, GDS basics, and the Booksi escalation matrix, plus 20 hours of shadowing. Continuing education includes 8 hours per month of role-specific refreshers (supplier policy changes, emergency protocols). A dedicated 12-person emergency team receives an extra 24 hours/year in crisis training, including airline reaccommodation workflows and medical repatriation coordination.

Quality assurance uses a calibrated 12-point scoring rubric (accuracy, empathy, compliance, documentation). QA samples 5% of calls weekly; supervisors run monthly calibration sessions to keep scoring consistent within a 1-point standard deviation. Escalation is three-tier: Tier 1 (agent) — target 24–48 hr resolution; Tier 2 (supervisor) — target 48–72 hr; Tier 3 (operations/merchant/vendor) — target 5–10 business days with weekly status updates to the customer.

Self-service, accessibility and compliance

Self-service options reduce live contact volumes: customers can manage bookings, request invoices, and submit documents on the portal at https://www.booksi-vacations.com/manage. The mobile app (iOS App Store ID: 144-001234; Google Play: com.booksi.vacations) supports push notifications for check-in reminders and gate changes and includes a one-tap “Emergency Rebook” workflow that connects to the 24/7 hotline.

Compliance and data security are integral: Booksi maintains PCI-DSS Level 1 compliance for card payments, TLS 1.2+ encrypted connections for APIs, and retains booking records for 7 years to satisfy tax and regulatory audits. Privacy controls respect GDPR and CCPA where applicable; customers can request data export or deletion via [email protected] with a standard turnaround of 30 days.

Can I get a refund from Booksy?

Refunds are processed by the service provider, as funds are not held by Booksy. If a booking was canceled within the terms of the provider’s cancellation policy, the provider should refund a payment on their end, and you should receive it within 2-5 business days.

Is there a phone number for Booksi Vacations?

Please call Booksi on 844-211-9332 to confirm with your reservation code 534486. Your reservation request is not 100% finalized until you speak with our team by phone.

Does booking.com have 24 hour customer service?

We’re available 24 hours a day. Contact our agents about your booking, and we’ll reply as soon as possible. For anything urgent, you can call us 24/7 at a local or international phone number. For details about your stay, they usually know best.

How do I contact Booksy customer service?

Both Booksy Biz on web/tablet app and the mobile app have 24/7 live chat support. Reach out when you find yourself with a question about your Booksy account. You can also reach the Support Team by email at [email protected].

How do I message on Booksy?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To send messages on Booksy, both for businesses and clients, you can utilize the Message Blast feature within the Booksy Biz app. This feature allows you to send messages via email, SMS, or push notifications to your clients. You can choose from pre-made templates or customize your own messages and send them to specific client groups.  This video explains how to send message blasts to your clients using the Booksy Biz app: 1mBooksyYouTube · Oct 14, 2019 For Businesses (Booksy Biz App):

1. Access Message Blast: Go to the “More” tab, then “Marketing,” and finally “Message Blast”. 
2. Choose a Messaging Platform: Select either email, SMS, or push notification. 
3. Select Clients: Filter your clients based on various criteria (e.g., all clients, those who haven’t rebooked, etc.). 
4. Compose or Choose a Template: Select from existing templates or create your own personalized message. 
5. Send: Send your message to the chosen client group. 

This video shows how to use the message blast feature to send messages to specific client groups based on various filters: 59sBooksyYouTube · Apr 29, 2020 For Clients (Booksy App):

1. Find the Business Profile: Locate the business you want to contact on Booksy. 
2. Access Contact Information: Under the “Details” tab, you’ll find the business’s phone number. 
3. Call or Message: You can either call the business directly or send a message through the app, depending on the business’s settings. 
4. Direct Appointment Messages: You can also message a client directly regarding a specific appointment from the calendar. 

This video demonstrates how automatic appointment reminders are sent to clients through the Booksy app: 58sBooksyYouTube · Sep 14, 2017 Additional Information:

• Automated Messages: Booksy also offers automated messaging for appointment reminders, new client follow-ups, and more. 
• Templates: Booksy provides various pre-written templates for different marketing purposes. 
• Contact Information: Ensure you have your clients’ contact information (phone number, email) in Booksy to enable automated messages and message blasts. 
• Support: If you need further assistance, Booksy offers 24/7 live chat support within the app. 

AI responses may include mistakes. Learn moreHow To Send Message Blasts To Your Clients – Booksy BizOct 14, 2019 — The option to send a Message Blast is conveniently located inside the Booksy Biz app under the More tab. Then, select …Booksy BizHow to Send Message Blasts to Your ClientsOct 14, 2019 — so what are blasts message blasts allow you to notify your clients of anything you want them to know take a vacation. YouTube · Booksy(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

Can I get a refund from Booksi?

We offer a 7-day refund request where customers are able to request and receive 100% of their money back in full. Please note that if no request has been made for a refund within 7 days of purchasing the offer, customers will no longer be eligible for a refund.