Travel Customer Service Agent
Handles travel changes, refunds and complaints across airlines, hotels and other providers.
The challenge
People wait in queues for answers and simple requests, and staff spend their day repeating the same information.
How it works
- 1Someone gets in touch by phone or chat.
- 2The agent works out who they are and what they need, and asks if anything is unclear.
- 3It finds the right information in your data.
- 4It completes the request in your system, after confirming with the person.
- 5If a member of staff is needed, it hands over with the full conversation.
Your people stay in control
The agent confirms before it changes anything, and hands over to a member of staff whenever a request is outside what it is allowed to do.
Systems we work with in Travel & Hospitality
- Property management and central reservations
- Global distribution systems and NDC
- Airline operations systems
- Revenue management
- Guest messaging and CRM
How we measure success
- How many requests are resolved without a handover
- How satisfied people are afterwards
- How long people wait
Kind of work
Conversations. The agent talks with people by phone or chat, answers their questions and completes their requests.
More in Travel & Hospitality
Multi-City Itinerary PlannerPlans trips with several stops from a simple conversation: flights, hotels, transport and activities.In-Stay Hotel ConciergeHandles hotel guests’ requests by chat or voice at any hour: room service, local tips, dining and transport.Corporate Travel Policy AgentBooks business travel within company rules, answers expenses questions and matches trips to the accounts.Travel Disruption Recovery AgentRebooks travellers when a trip is disrupted by cancellation, weather or a missed connection, without a wait on hold.
Want this working in your organisation?
We can show it working on real examples from your business before you commit to a full build.