Case Study Travel & Leisure · USA · 2000+ employees

Travel Support Built for Retention and Revenue

Fareportal needed a support operation that could handle complex travel requests at high volume while protecting customer loyalty and commercial performance. Simply Contact built a 24/7 model serving travelers across booking, ticketing, disruptions, retention, and sales.

Fareportal, Travel Technology Company: №1

Challenge

Balancing traveler loyalty, revenue, and service quality

Fareportal needed a support model that could retain customers, protect revenue, and improve satisfaction while handling complex travel requests at high volume. As the company’s first outsourcing partnership, the operating model also had to evolve quickly as new requirements and KPIs emerged.

Customer retention under pressure

Agents needed to resolve objections, cancellations, booking changes, and other high-stakes requests while giving travelers a strong reason to stay with Fareportal.

Revenue tied to support performance

Support performance directly affected department revenue. The team had to retain customers and generate additional value while maintaining clear, customer-focused communication.

A first-time outsourcing model

Fareportal had no established outsourcing framework, so processes, training, KPIs, and responsibilities had to be refined continuously as the partnership developed.

Customer Retention

Agents handle cancellations, objections, retention offers, and relevant cross-sell opportunities, helping preserve both customer relationships and commercial value.

Ticketing

The team supports new reservations, ticket issuance, refunds, travel credits, and other booking-related transactions within airline systems.

Scheduling

Agents assist with itinerary changes and disrupted travel, including cases that require airline clarification, policy checks, or further escalation.

BOOKINGS & TICKETING

New reservations
Airline ticket issuance
Booking changes and cancellations
Refunds and travel credits

TRAVEL SUPPORT

Fare rule and airline policy guidance
Baggage policy questions
Involuntary flight changes
Complaint escalation
Outbound calls to airlines on behalf of travelers

RETENTION & REVENUE

Customer retention offers
Objection handling
Flight and baggage insurance cross-sell
Concierge service cross-sell

Scenario-based training

Agents train on the main customer scenarios, including cancellations, complaints, booking changes, and retention conversations.

Soft-skills coaching

Training focuses on clear communication, empathy, objection handling, and stress resilience in high-pressure interactions.

US customer context

Agents develop strong English communication skills and an understanding of US customer expectations and service norms.

Script and process refinement

Call scripts and workflows are continuously improved to keep responses consistent, efficient, and aligned with customer needs.

75%

CSAT achieved after introducing a structured improvement program

15–18%

customer retention rate meeting and often exceeding project targets

56%

annual NPS achieved a record across Fareportal departments

20,000+

calls handled per month

OPERATIONAL OUTCOMES

100+ agents supported the operation across three specialised divisions
Calls-per-hour performance exceeded the target by 0.2
Average call duration decreased through faster post-call processing
Target department revenue was maintained alongside retention goals
High-quality support delivered 24/7/365

Corissa Leong — Quote

Fareportal, Travel Technology Company: №11

Through Simply Contact’s dedicated efforts, we’ve seen a notable increase in our Net Promoter Score and customer retention rates. They have established an exceptionally effective workflow, underpinned by a strong partnership and clear, transparent communication. The team’s outstanding performance has not only met our expectations but has also laid a solid foundation for a promising long-term collaboration.