Implementing 24/7 Multichannel Support and Proactive Consultative Sales to Boost Traveler Lifetime Value.

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CASE STUDY

Leveraging Customer Service Outsourcing to Unlock a Canadian Agency’s U.S. and Global Expansion.

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outsource customer support in the travel industry.

FEATURED INSIGHTS

Outsourcing customer service pricing

How Much Does Outsourcing Customer Service Cost (in USD)?

Partner With Customer Service Outsourcing Companies: A Strategic Decision

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EXPERIENCE BUILT AROUND THE TRAVELER

Delivering the global standard in travel experiences with specialized customer support, proactive sales engagement, and 24/7 global disruption management. Our customer care experts truly understand the entire traveler journey—from initial booking to post-trip recovery—ensuring absolute traveler loyalty and maximizing every high-value booking opportunity.

  • Multichannel Customer Care: Providing support across voice, email, web chat, and social media platforms for general inquiries, policy clarification, and assistance.
  • Booking and Reservation Support: Handling new bookings, modifications (date/time changes), complex multi-leg itineraries, and cancellations for airlines, hotels, car rentals, and tour operators.
  • Disruption Management: Providing proactive, instant support during unforeseen events (flight cancellations, severe weather, IT outages). This involves real-time rebooking, rerouting, and communication to minimize traveler stress.
  • Post-Booking Support: Managing ticket issuance, baggage inquiries, visa and travel document checks, and handling customer feedback and complaints.
  • Ancillary Revenue Maximization: Proactive consultative selling of value-added services such as seat upgrades, extra baggage allowance, insurance, Wi-Fi packages, and premium food/beverage options during pre-trip communications.
  • Direct Sales and Upselling: Training agents to identify cross-selling opportunities (e.g., suggesting a hotel transfer or a local tour package immediately after a flight is booked).
  • Credit Card and Payment Processing: Securely handling sensitive payment information, resolving payment failures, and managing chargebacks.
  • Travel Insurance Consultation: Providing necessary information and consultation on insurance options (cancellation, medical, baggage) tailored to the complexity and risks of the specific trip, ensuring the traveler is adequately protected and maximizing high-margin sales.
  • Loyalty Program Management: Assisting customers with points enrollment, redemption inquiries, account status verification, and resolving discrepancies.
  • Digital Self-Service Support: Providing technical support for mobile apps, online check-in procedures, booking engine usability, and troubleshooting digital access issues.
  • Social Media Engagement: Monitoring and responding to public mentions, reviews, and community questions to manage brand reputation and capture potential leads.
  • Revenue Accounting: Processing sales, managing refunds and exchanges, reconciliation of booking data, and financial reporting.
  • Content and Inventory Management: Updating hotel and flight inventories, ensuring accurate pricing, and managing descriptive content on websites and partner platforms (OTAs).
  • Quality Assurance and Auditing: Reviewing agent performance, ensuring compliance with regulatory standards (e.g., GDPR, PCI DSS), and auditing completed reservations for accuracy.

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