“Since we implemented FareHarbor Agent, the change has been very noticeable. We’re securing more bookings, guests receive instant replies, the team is focusing its time on what adds value, and complaints about waiting times have fallen.”

Alvaro Iborra Català, Head of Support

Tour operators are expected to respond quickly when potential customers have questions about schedules, prices, availability, or which experience to book. During busy periods, keeping up with every enquiry can quickly become a challenge, particularly when guests reach out outside normal opening hours.

For Mundo Marino, FareHarbor Agent has changed how the team manages that demand. By automatically handling common guest inquiries and supporting customers throughout the booking journey, the team can respond around the clock, secure more bookings, and dedicate more time to conversations that need a human touch.

Mundo Marino

With more than 30 years of experience in nautical tourism, Mundo Marino offers boat trips and excursions along Spain’s Mediterranean coast. Guests can choose from a wide variety of experiences, including catamaran cruises, swimming excursions, sunset sails, coastal sightseeing, and other activities at sea.

Operating across destinations including Valencia, Gandía, Dénia, Jávea, Calpe, Altea, Almería, and Málaga, Mundo Marino welcomes customers looking to discover the Mediterranean from a different perspective.

The challenge: High enquiry volume and limited hours

Mundo Marino receives a high volume of calls and messages from customers, with many asking the same questions about timetables, prices, and availability.

During peak season and outside normal working hours and weekends, keeping up with those conversations became especially difficult. When the team was unavailable to respond, calls could go unanswered and potential bookings could be missed.

Mundo Marino previously tried using an external chatbot to reduce the workload, but the solution did not fully understand their customer enquiries and could not process bookings. As a result, the team still had to manage most conversations manually.

The solution: FareHarbor Agent supports the booking journey

Mundo Marino implemented FareHarbor Agent to handle the front line of guest communication.

The solution uses all of their specific business information including tour details, pricing, and real-time availability to answer common customer questions and help guests book the right experience. When an enquiry requires human assistance, the Mundo Marino team can step in and provide more personalized support.

For Mundo Marino, the solution is particularly valuable outside regular working hours, at weekends, and during peak season. Customers can receive an immediate response instead of waiting for the team to become available.

The team is now looking to build on this success. Mundo Marino plans to connect their phone numbers to FareHarbor Agent, then gradually add the rest of their communication channels. 

The results

FareHarbor Agent has significantly changed how Mundo Marino manages customer communication.

In the month of August 2026 alone, the solution independently resolved around 2,500 conversations, achieving an automation rate of nearly 88%.  For the team, that automation represents more than 200 hours saved every month. Previously, staff spent around 50 hours each week repeatedly responding to similar enquiries. That time can now be dedicated to operations, complex bookings, and delivering a better customer experience.

Mundo Marino has also seen more bookings since introducing FareHarbor Agent, while customer complaints related to waiting times have decreased.

By answering routine questions instantly while keeping the team available for conversations that benefit from a human touch, FareHarbor Agent helps Mundo Marino stay responsive during its busiest periods, capture more booking opportunities, and give its staff more time to focus on what matters most.

To learn more about FareHarbor Agent and other time-saving features, request a free demo today.