Travel, hospitality & leisure
We build booking flows, traveller journeys and destination brands for online travel agencies, tour operators, destination bodies and journey operators. Prices are all-in from the first screen, and travellers change or cancel without calling.
Where the rules biteMap of all forty-one industries
What changes
Each change shows what it asks of your booking flow and service, and a fact you can check.
What it requiresBooking flows that show cancellation and refund terms clearly, and process them as the rules now require.
EvidenceSince 26 March 2026, DGCA’s refund rules give flyers 48 hours after booking to cancel or change free, except close to departure. Agent and portal refunds are due in 14 working days.
What it requiresTotals from the first screen, true scarcity messages and no pre-ticked add-ons.
EvidenceThe CCPA’s 2023 dark-patterns guidelines name drip pricing, false urgency and basket sneaking as unfair trade practices.
What it requiresItineraries, changes and help in chat and app, accessible to everyone, with a person when needed.
EvidenceThe EU Accessibility Act has covered booking websites, apps and e-tickets for passenger transport sold in the EU since 28 June 2025.
What it requiresPackage pages and contracts that give EU travellers the information and protection they are owed.
EvidenceUnder the EU Package Travel Directive, organisers give standard pre-contract information and protect travellers against their own insolvency.
The rulebook
Our reading for a booking business: e-commerce and dark-pattern rules, flight refunds, EU package law, payments and data. Your counsel keeps sign-off.
Frameworks we build to
We design and build to these frameworks; this is not a claim of certification.
Shapes most of the work
Central Consumer Protection Authority
Names thirteen dark patterns as unfair trade practices, including drip pricing, false urgency, basket sneaking and confirm-shaming.
We designEvery booking step is audited against all thirteen patterns before launch.
CCPA · Guidelines for Prevention and Regulation of Dark Patterns, 30 November 2023 Official text: CCPA dark-patterns guidelines, 2023
Shapes most of the work
Department of Consumer Affairs
Online travel platforms show the seller, the cancellation and refund terms, a grievance officer and the total price with its breakdown.
We designProduct and checkout templates carry the required fields by design.
Consumer Protection (E-Commerce) Rules, 2020 Official text: Consumer Protection (E-Commerce) Rules, 2020
Directorate General of Civil Aviation
Card refunds within seven days of cancellation; refunds of agent and portal bookings within 14 working days; a 48-hour window after booking to cancel or change without extra charges, except close to departure.
We designBooking and change flows show the window and the refund route for each fare.
DGCA · Civil Aviation Requirements on refund of airline tickets, revised 24 February 2026 (in force 26 March 2026)
European Union
Packages sold to travellers in the EU need standard pre-contract information, insolvency protection and an organiser liable for performance.
We designPackage pages and confirmations carry the standard information for EU travellers.
Directive (EU) 2015/2302 Official text: EU Package Travel Directive
Shapes most of the work
PCI Security Standards Council
Card-data security, including the controls on scripts running on payment pages (6.4.3) and tamper detection (11.6.1), in force since 31 March 2025.
We designPayment pages go live with a script inventory and change detection.
PCI SSC · PCI DSS v4.0.1 Official text: PCI DSS v4.0.1
Shapes most of the work
Government of India · European Union
Traveller data from many markets needs consent for each purpose, and withdrawing consent must be as easy as giving it.
We designTraveller profiles hold consent per purpose, and marketing never sees what the traveller did not agree to.
DPDP Act, 2023 · Regulation (EU) 2016/679 Official text: DPDP Act, 2023 and GDPR
Often shapes the work
W3C · European Union
WCAG 2.2 AA is the baseline. Since 28 June 2025, the European Accessibility Act also covers e-commerce and passenger-transport booking sites, apps and e-tickets sold in the EU.
We designDate pickers, seat maps and payment steps are tested with assistive technology.
W3C WCAG 2.2 · Directive (EU) 2019/882 Official text: WCAG 2.2 AA and the European Accessibility Act
Often shapes the work
European Union
From 2 August 2026, people must be told when they are dealing with an AI system, such as a travel assistant, unless it is obvious.
We designAssistants say they are AI and hand over to a person on request.
Regulation (EU) 2024/1689 · Article 50 Official text: EU AI Act · Article 50
Compiled 3 October 2026. Our reading of typical programmes, not legal advice. Rules change; your counsel confirms how each one applies to you.
Challenges
The problems that come up in most travel & tourism programmes, for customers and for your teams.
Fares, fees and taxes shown together from the first screen.
Cancellations, changes and refunds handled where the booking was made.
Updates and support that reach the traveller wherever they are.
What we build
A typical programme here uses each discipline in this mix. Each line says what it builds for the industry and links to the capability behind it.
Booking platforms, supplier integrations and fast, accessible sites and apps.
Search, booking and change journeys that compete with comparison sites on clarity and speed.
Destination and operator brands that give travellers a clear reason to choose them.
Destination content and campaigns produced for every season and market.
Itinerary and service assistants that answer from live inventory and policy.
Traveller profiles, loyalty and pre-trip and in-trip messaging on one consented record.
Programmes
The audit books your products as travellers do: on your site, on comparison sites and through assistants. It ranks the gaps in price clarity, speed and policy.
The way in
We book your products the way travellers do and test every step against the dark-pattern and e-commerce rules.
What you get
02Milestone · 4–8 months
Search, checkout and self-service changes rebuilt around all-in prices, integrated with your inventory and payment systems.
MeasureContacts per booking
Services: Complete UX & UI design · Website · System integration
Enquire about Booking and self-service rebuild03Milestone · 3–6 months
One consented traveller profile, with the messages that come before, during and after a trip.
MeasureRepeat booking rate
Services: Customer data & identity foundation · Lifecycle journey build · Loyalty strategy & programme design
Enquire about Traveller lifecycle and loyalty04Project · 8–12 weeks
A destination positioning, identity and content plan that guides visitors beyond the famous sights.
MeasureEngaged visits to destination content
Services: Brand foundation & positioning · Logo & identity system · Content strategy & editorial plan
Enquire about Destination brand and contentHow success is measured
Main measureSearch-to-booking conversion
How we use AI
Each use case runs within automatic checks, with a named person approving what goes live and a log a supervisor can read.
Use case 01
Measured byAssisted booking conversion
Tested forOWASP LLM01 · Prompt injection
Goes live only with its evaluation set, automatic checks and a named owner
Use case 02
Measured byRefunds completed within the required time
Tested forOWASP LLM05 · Improper output handling
Goes live only with its evaluation set, automatic checks and a named owner
Use case 03
Measured byAccuracy complaints per guide
Tested forOWASP LLM09 · Misinformation
Goes live only with its evaluation set, automatic checks and a named owner
Work and insights
We publish travel & tourism projects only once a client signs off the write-up. Meanwhile, here is the reading that applies.
A typical programme · composite
A tour operator rebuilt its booking flow with all-in prices from the first screen and self-service changes. Travellers stopped calling to ask what they would pay.
Anonymised and illustrative: the shape a programme takes, never a named client.
Questions
Something else on your mind? Ask us directly
Both. We work with online travel agencies and tour and journey operators, and with the boards and bodies that market destinations. The rules differ, since destinations rarely take payments, and so does the work.
Yes: airline, hotel and activity inventory through the distribution systems, channel managers or direct APIs you already use.
We audit every booking step against all thirteen patterns and design totals, scarcity messages and add-ons so they are honest from the first screen.
No. It handles simple searches and changes and says it is an AI; complex trips and exceptions go to your consultants.
Keep exploring
You will speak to a lead who would run the work, and get a straight answer on fit.
01About 2 minutes
You get A reply from a named lead
02About 8 minutesRecommended
You get Options and a first scope after one call
03About 15 minutes
You get Receipt confirmed and a named bid lead
Every engagement starts with a written scope and a quote agreed before work begins. How each package is priced
