COVID-19 and climate change have reshaped the travel and hospitality industry, giving rise to unprecedented challenges in operational processes and customer journeys. Many companies didn’t survive the cessation of travel, while many more are now striving to keep pace with its resurgence, along with still-fluctuating rules and requirements.
Our proactive approach to disruptions/complaints handling and social media management keeps customers informed and assured, while our loyalty programs boost customer engagement and retention. We provide expert support in reservations & ticketing, group bookings, tour packages, and fulfillment and back-office solutions.
Bookings and Reservations
- Inbound and Outbound B2B and B2C Customer Service
- Booking
- Reservations
- Travel Timetables
- Route Information
- Corporate Travel Account Management
- Sales Support
- Pre- and Post-sales Support
- Web User Support
- Specialist Reservations
- Cancellations
- Itinerary changes
- Rebooking Services
- New Refund Requests
- Refund Follow-up
- Passenger and Guest Experience
Omnichannel Customer Care
- Flight Disruption Management
- Special Handling/Passenger Assistance Requests
- Ancillary Services (related to domestic, regional, and transpacific flights)
- Post-sales Inbound Customer Services
- Queue Management
- Voice, Chat, SMS, and Email Support
Loyalty and Rewards
- Loyalty and Rewards Programs
- Trip Packages
- Product Review Management
- Special Assistance
Back-office Support
- Fulfillment and Brochure Handling
- Confirmations and Refunds
- Ticketing Services
- New Bookings and Servicing for
Non-revenue Passengers - Reversals
- Ticket Issuance
- Travel Voucher/Credits
- Escalation
- Merchant Support
Social Media CX
- General and Product Inquiries
- Digital Marketing
- Community Management
