OPERATING MODEL · APR 2026

How Rebound runs.

42 humans. 1,200 agents. One shared inbox.

A travel company structured more like a compiler than a call-center. Every function below is a mechanic, not a headcount.

HEADCOUNT · TOTAL 42

Where the humans sit.

APR 2026
Engineering · 22
Field Ops · 8
Design · 6
GTM · 4
Ops · 2
ENGINEERING
22 people
agent platform, evals, infra
FIELD OPS
8 people
embed 60 days per account
DESIGN
6 people
UI, voice, reassurance copy
GTM
4 people
enterprise pilots only
OPS / G&A
2 people
finance, legal, people
Booking.com: ~27,000 people for a similar addressable market.
ratio · 1 : 642
REVENUE PER EMPLOYEE
€1.4M
Every person on the team generates more revenue than most travel-industry vice-presidents manage in teams of forty.
REBOUND
€1.4M
CURSOR
€8.3M
BOOKING.COM
€0.82M
THE AGENT STACK

Nine agents do the work of a 400-person ops floor.

1,200 AGENT INSTANCES LIVE
AGENT 01
Reroute
Watches every flight on every active itinerary; queues the next best option before the cancellation lands.
AGENT 02
Cascade
Orchestrator. Knows hotel, car, dinner are downstream of flight and rewires the chain end-to-end.
AGENT 03
Memory
Every rebook is shaped by the traveler's preferences. No 6am flights, crib required, aisle over 3 hours.
AGENT 04
Refund
Files EU261 claims, chases hotel credits, handles insurance end-to-end. €1,247 average recovered per disrupted trip.
AGENT 05
Reassurance
Decides when to stay silent, when to message, what to say, how it lands. Never robotic, never a 48-hour chatbot.
AGENT 06
Supplier
Speaks Amadeus, Sabre, direct hotel APIs, rental car systems. The connective tissue across 200+ supplier systems.
AGENT 07
Pricing
Rewrites fare and inventory options every 90 seconds against live supplier feeds. No human category managers.
AGENT 08
Eval
Runs 500+ disruption scenarios against every new agent build. No feature ships without a green eval run.
AGENT 09
Trust
Scores every agent decision. Below 0.92 confidence, the four-person Human Desk takes over in under 30 seconds.
HOW WE CHARGE

We charge when the trip is delivered.

No subscription. No commissions on lookup. No platform rent. You pay Rebound for outcomes, not access.

TRIGGER
PRICE
ON FAILURE
Trip completed (consumer)
€12
€0 refunded
Cascade resolved (≥ 2 rebooks)
€47
€0 · credited back
Refund recovered
15% of amount
€0 · no claim, no fee
Enterprise pilot · per traveler / month
€9
SLA credit
Inventory lookup / search
€0
no commission
The deal: if the cascade isn't resolved, you don't pay. 100% of Rebound's revenue is outcome-triggered.
UNIT ECONOMICS

87% of trips close on their own.

COMPLETED WITHOUT HUMAN TOUCH
87%
Of 12,847 cascades handled this quarter, 11,177 were resolved end-to-end by agents. The remaining 13% flowed through the four-person Human Desk in Amsterdam.
Q1 2026 · 12,847 cascades · 4 humans on escalation duty
REVENUE / COMPLETED TRIP
€47
consumer + cascade + refund blend
GROSS MARGIN
82%
inference + supplier API cost only
CAC · CONSUMER
€14
word-of-mouth + agentic discovery
CAC PAYBACK
2.1 trips
recovered before the third disruption
MEDIAN RESOLUTION TIME
4m 12s
signal → new itinerary → claim filed
BOOKING.COM SLA
48h
chatbot → agent → resolution
WHAT REBOUND DOESN'T HAVE

Four entire Booking.com departments we skipped — and the mechanic that replaces each.

SKIPPED · 01
Call-center / customer support
Booking.com: ~8,000 seats across Manila & Cluj-Napoca · 48-hour SLA
THE MECHANIC
The Reassurance Agent handles 94% of disruption conversations end-to-end. The other 6% hit a 4-person Human Desk in Amsterdam — ex-airline ops managers who pick up in under 30 seconds.
SKIPPED · 02
Loyalty team
Booking.com: ~200 people on Genius tiers, points, badges
THE MECHANIC
The Memory Agent is the loyalty program. Every preference, every past trip, every edge case remembered. Retention is mechanical — the more you travel, the better the product gets for you specifically.
SKIPPED · 03
SEO & affiliate team
Booking.com: Google ads + pay-to-rank affiliates as primary growth engine
THE MECHANIC
Distribution is agentic discovery. When a traveler tells Claude, Gemini, or ChatGPT "book me four days in Rome," Rebound is the trip-OS they call. API-first, structured, agent-readable. A SERP listing is illegible to an agent — Rebound isn't.
SKIPPED · 04
Corporate onboarding org
Booking for Business: ~400 people onboarding enterprises over 6–9 months
THE MECHANIC
A 6-person Field Ops pair embeds with each new corporate account for 60 days. Diagnose, win fast, prove against KPIs, then hand off to the agents. No permanent onboarding headcount — the embed is the transfer.
HOW A DECISION FLOWS

Zero humans in loop — from cancelled flight to new itinerary in 4 minutes 12 seconds.

One real trip. Lisbon → Rome · April 21, 2026.

02:14:03
SIGNAL
TP422 Lisbon → Rome marked cancelled in Amadeus feed. Supplier Agent pushes event to Cascade.
02:14:09
REROUTE
Reroute Agent pulls 3 options ranked by Memory Agent preferences. Iberia IB3214 08:40 wins (no 6am, aisle, direct).
02:14:21
PRICING
Pricing Agent confirms fare parity within corporate travel ceiling. No human approval needed (< €500 threshold).
02:14:48
EXECUTE
Flight booked on Iberia. Trust Agent scores 0.96 confidence. Auto-commit. No Human Desk.
02:15:19
EXECUTE
Cascade shifts Hotel Locarno check-in to Apr 21 · 14:00 and moves Hertz FCO pickup +4h 10m. Both via direct API.
02:15:37
EXECUTE
Roscioli dinner rescheduled to Apr 22 · 20:30 via OpenTable API. Pre-emptive — auto-charge would have triggered at 03:00.
02:16:02
REFUND
EU261 claim drafted and filed with TAP. €600 expected. Trust Agent 0.98 confidence — no review.
02:18:15
REASSURE
Reassurance Agent decides: Quiet Mode — no push alert. Schedule morning summary for 07:00 local.
07:00:00
DELIVER
Ana wakes. Reads the 2-sentence summary. Has coffee. Boards Iberia at 08:40.
TOTAL ELAPSED
4m 12s
HUMANS IN LOOP
0
RECOVERED
€1,200