The challenge: volume without a shared system
Horizon’s branches each ran their own GDS habits, markup rules, and visa checklists. Peak seasons meant managers were reconciling wallets by hand while travelers waited on tickets.
Support tickets piled up because nobody could see who owned a booking, or whether the fare still held.
- Quotes lived in chat threads and expired before confirmation
- Wallet top-ups were tracked in spreadsheets per branch
- Visa document checks were emailed as PDF packs
The solution: one AgentOS tenant for every branch
Horizon rolled AgentOS 360 across branches with shared suppliers, branch-level markups, and role-based wallets. FareIntel scores land beside each offer so agents stop guessing on weak tickets.
VisaIntel verify-statement sits in the same workflow, bank statements and passports are checked before money moves.
The result: a desk that moves at traveler speed
Average ticket turnaround dropped from multi-hour back-and-forth to minutes. Managers audit wallets per tenant without opening another file. Travelers get clearer answers because the offer history is already in the workspace.
Ready to put Middlewell to work?
Book a short demo and we’ll map your booking, wallet, and document workflows to the right products.
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