How Tour Operators Cut 60% of Emails with PaxPortal

You know that feeling when your inbox starts resembling a support hotline (not the dodgy kind)?

One guest wants to change their pickup point. Another wants to reschedule, just, well…because. Then someone else wants to confirm what they already confirmed… twice (sorry about my mum).

Tour operators didn’t sign up to be personal assistants with boring admin rants over a beer. They signed up to create unforgettable experiences, not answer 147 emails before lunch.

That’s where PaxPortal swoops in like your favourite operations superhero, offering guests a self-service portal that handles the chaos for you. Because if there’s one thing every operator deserves, it’s fewer headaches and happier customers. So, why not have both with a simple installation?

However, let me tell you little more.

What Exactly Is PaxPortal?

You should always think of PaxPortal as your 24/7 digital front desk, but one that doesn’t need coffee breaks, sick days, or salary reviews.

It simply integrates with your booking system, and allows each customer to access their own portal environment in a few short clicks.

PaxPortal gives your customers a personal online space where they can:

• View and manage their bookings
• Update their contact details
• Reschedule (if needed and allowed)
• Sign waivers and fill in forms (ahem, PaxFlow also has booking forms)
• Buy add-ons and extras (upselling without any of the effort of chasing)

Basically, it’s everything your guests want, and everything your inbox doesn’t.

No more “Can you resend my booking confirmation?” or “What time is pickup again?” emails.
Guests simply log in, check, click, and carry on with their day, and so can you.

Combine this with PaxMessages, where you can automate customer messaging for up to 85% increase in customer value, and you can throw that paracetamol away.

Why Tour Operators (and Their Guests) Love It

Because it works.

One of our existing clients now has more customer portal logins than total passengers per month – over 8,000+. That means people aren’t just using it; they’re relying on it, which presents a worlds of opportunities, from smoother operations to upselling and cross-selling where you can be tactile.

And honestly, who can blame them? When travellers want fast answers, they expect instant self-service. Studies show that 88% of customers expect online self-service options, and 66% try to solve issues themselves before contacting support. So why fight it? Give them the control they’re already looking for.

PaxPortal turns endless back-and-forth emails into zero-touch guest management. It’s better for your staff, better for your guests, and way better for your blood pressure (did I mention the positive impact on reviews? You can work it out!)

Round-the-Clock Service Without Round-the-Clock Shifts

Let’s be honest, tour operators aren’t open 24/7. But your customers are awake somewhere in the world, at all times, asking questions (again, apologies for my mother).

Instead of hiring a night team or replying to messages at 2 AM, let PaxPortal handle the after-hours rush and then some. Guests can:

• Reschedule their bookings if plans change
• Read updated weather or pickup info
• Complete digital waivers before arrival
• Add upgrades or extras before check-in

You can even use PaxPortal to share live updates, such as:

“Aurora conditions are looking incredible tonight 🌌, but temperatures have dropped! Make sure to bring an extra layer, or upgrade to include hot chocolate and dinner [insert link].”

That’s proactive service that feels personal, and profitable.

From Chaos to Calm: The Self-Service Revolution

Remember that time a guide called in sick, or a bus broke down, or the weather decided to make your life difficult? With PaxPortal, you can communicate all changes quickly, directly, and automatically, without manually chasing 40 emails at once (and obviously having many customer queries and worries slip through the cracks).

Your guests log in and instantly see updated tour times, meeting points, or cancellations. You can even set up automated notifications and cut-off rules to manage when customers can make edits themselves.

And the best part? It’s scalable. Whether you handle 100 bookings a week or 10,000 a month, for PaxPortal it’s the same thing.

Smart Upselling…Without the Awkward Sales Pitch

Upselling doesn’t have to feel like, well, selling.

PaxPortal gives you a powerful yet effortless way to promote extras, upgrades, and add-ons exactly when guests are most receptive.

With its built-in logic and smart placement within the booking flow, it lets you highlight relevant options, from gear rentals and dinner packages to luxury seat upgrades, in context rather than as an afterthought.

These upsells feel like helpful suggestions, not pushy sales tactics, creating genuine value for both you and your guests (a true win-win where we take only a teeny amount of the credit).

Guests logging in to check their tour details can see:

• Add a packed dinner for tonight’s Northern Lights tour 🌭
• Rent waterproof boots for your glacier hike 🥾
• Upgrade to a premium seat on your Loch Ness boat tour 🐉🌊

Every login becomes a subtle sales opportunity, because if your customers are already in the portal, they’re in the perfect mindset to upgrade their experience.

And because it’s automated, those upsells flow in without you lifting a finger.

Less Admin, More Adventure

Every operator dreams of that magical inbox with zero unread messages. PaxPortal gets you pretty close.

It minimises calls, emails, and manual tasks, letting your team focus on what matters most, creating great experiences and growing your business.

Plus, with built-in tools for digital forms, automated updates, and controlled rescheduling options, you stay in control of operations while giving customers the freedom they crave.

It’s not just self-service, it’s smart service (we just aim to make it that extra smarter).

Scalable, Simple, and Seriously Effective

Whether you’re running five daily tours or fifty, PaxPortal’s scalable pricing means you only pay for what you need. No hidden fees, no stress. And with mobile usage accounting for over 63% of all logins, your guests can manage their adventures anytime, and anywhere.

Operators in over 20 countries are already empowering travellers with PaxPortal, and the results speak for themselves: fewer inbound requests, happier teams, and guests who actually take care of their own bookings (yes, it’s possible!).

Ready to Reclaim Your Time?

It’s time to stop managing chaos and start managing growth.

With PaxPortal, you can finally:

• Give guests full control of their bookings
• Save time, reduce support load, and boost upsells
• Deliver 24/7 service without 24/7 staffing

So, while other operators are buried under emails, you’ll be sipping coffee watching self-service magic unfold (not a headache in sight…if you could see them, that is). ☕

👉 Discover PaxPortal for PaxFlow, and start your free 14-day trial, with no credit card required.

👉 Or schedule a demo and let one of our in-house specialists walk you through the insider tips and tricks to get PaxPortal to work for you.

Because when your customers can help themselves, everyone wins.