Feedback & CSAT WhatsApp Template for Travel

Personalise it so it reads 1:1, not a blast

The two variables do the heavy lifting. {{1}} carries the traveller's first name so the message opens like a note from their trip coordinator, and {{2}} carries the specific trip context — the destination, package name, and ideally the booking reference — so it's unmistakably about their journey and not a generic survey. That specificity matters twice: travellers respond more to a message that names their actual Manali tour or their Goa stay, and the booking reference lets you tie each incoming rating straight back to the trip, the vendor, and the agent who handled it. Keep the tone warm and human, put the rating buttons front and centre, and resist stuffing extra questions into the body — one clear ask earns far more taps than a wall of text.

Getting it approved as a utility template

Submit this as Utility, since it is transactional and tied to a completed booking. The single most common reason a CSAT template gets bounced is a promotional line sneaking in — a discount on the next trip, a 'book again and save' nudge, or a referral offer — any of which reclassifies it as marketing and gets a utility submission rejected. Keep the body strictly informational: acknowledge the trip, ask for a rating, stop there. Provide realistic sample values for both variables when you submit (a real-looking name and a real-looking trip plus booking ID) so the reviewer can see exactly how it renders. Approval usually lands within a day, after which you can send instantly through InfiQ.

• Category: Utility — never marketing
• No offers, discounts, referral asks or upsells in the body
• Supply sample values for {{1}} and {{2}} at submission
• Re-submit for approval after any wording change

What it costs and how it's billed

Since 1 July 2025, WhatsApp bills per delivered message by category, so this template is charged at the utility rate for each message that reaches a traveller — there is no per-conversation charge and no separate cost for the reply the customer taps back. The 24-hour window that opens when a customer messages you is a free service window for replying without a template, not a billing unit. Utility is one of the cheaper categories, which is exactly why keeping this template compliant and out of the marketing bucket protects your unit economics at scale. Through InfiQ you see transparent ₹ pricing (ex-GST) before you send, so a fleet or tour desk running thousands of post-trip asks a month can forecast spend precisely rather than guess.

• Billed at the utility rate, per delivered message
• No per-conversation billing since 1 July 2025
• The customer's button tap doesn't add a separate charge
• Transparent ₹ pricing, ex-GST

Variations you can build from this

The base template covers the everyday CSAT ask, but a few tuned variants earn their place. A shorter version — just the name variable and the rating buttons — suits quick, high-volume sends like daily cab drop-offs where brevity wins. A regional-language version in Hindi or your travellers' booking language lifts response rates markedly and is submitted as its own approved template. And if you want to reward feedback or win back a low scorer with an offer, build that as a separate marketing template with a mandatory opt-out line — never bolt an incentive onto this utility one. Route the poor-rating taps to a human follow-up so an unhappy traveller hears back fast, and let the great ratings flow to a public review prompt.

• Shorter: name variable + buttons only, for quick high-volume sends
• Regional language: a separate approved Hindi or local-language version
• Incentivised feedback: a distinct marketing template with an opt-out line
• Route low scores to a live agent, high scores to a review request