Travel BPO &
Call Center Services
Scale operations and maintain full control with a travel BPO partner that co-owns your CX outcomes. We handle everything from booking inquiries and cancellations to loyalty program management and urgent travel disruptions.
Why global leaders choose Simply Contact
12+ years building and running customer support operations for global brands across aviation, fintech, healthcare, and more. Here's what makes the difference.
Operational readiness for disruptions
Irregular operations don't break good support systems; unprepared ones do. Our teams are trained and structured to absorb volume spikes without service degradation.
Multilingual coverage across Europe and beyond
Support in English and key European languages delivered by teams with deep knowledge of travel customer expectations across markets. We provide travel customer service outsourcing for global tour operators, OTAs, and airlines with the same level of operational discipline across all client types.
Scalable without quality collapse
A pool of trained agents available immediately, scalable during peak season. Rapid ramp-up without compromising compliance, tone, or first-contact resolution is the reason Simply Contact is consistently ranked among the best outsourcing partners for travel and hospitality CX.
AI embedded where it creates measurable impact
Not automation for its own sake, but AI tools selected and integrated based on your specific operational bottlenecks and with clear ROI targets.
Tailored travel call center outsourcing across every service area
Omnichannel customer support (voice, email, chat, social, messengers)
Irregular operations and disruption management
Rebooking, refunds, vouchers, and compensation at scale
Baggage delay, loss, damage, and claims
Group desk support
Back-office operations
Customer relations and retention
Official cases (regulatory authorities and courts)
Covering all travel customer service scenarios
Disruption handling
- Rebooking after cancellations
- Assistance during delays
- Real-time passenger communication
Refunds and compensation
- Policy exception cases
- Insurance-related refunds
- Regulatory claims and formal disputes
Travel booking call center outsourcing
- Group and multi-leg bookings
- Failed payments
- Last-minute changes and upgrades
Baggage
- Lost or delayed baggage
- Complex routing claims
- Multi-carrier coordination
Premium and special cases
- VIP traveler coordination
- Medical and emergency requests
- Accessibility arrangements
Compliance and official cases
- Requests from regulatory authorities
- Court-related documentation
- Formal complaint handling
What you gain with travel call center outsourcing
Airline and travel businesses operate under constant pressure: unpredictable disruptions, sharp seasonal demand, strict regulatory requirements, and passengers who expect fast, accurate answers at the moments that matter most. Simply Contact builds intelligent, travel-focused support operations designed specifically for this environment, combining industry-trained teams, structured operational governance, and AI embedded into workflows to reduce total cost of ownership while protecting customer experience and compliance.
estimated savings with technology-enabled cost reduction
improvement in case processing time with AI agent assistant
AHT reduction achieved with RPA
peak handling—stable delivery sustained across seasonal spikes
Outsource travel call center services and elevate CX
Share your requirements and company details, and our team will prepare a proposal with your needs in mind.
Handling demand surges with confidence
Customer service demand doesn’t stay steady year-round, and we’re built to handle that. We scale with confidence and control, whether it’s high travel season, market-specific surges, or sudden disruptions.
Rapid adaptation
We onboard and train additional agents quickly, without compromising quality.
Well-established processes
Our proven workflows allow us to scale efficiently, keeping performance high during volume spikes.
Bilingual agents
Some of our agents confidently switch between two languages, increasing coverage and cost-efficiency at the same time.
Blended support
When necessary, agents can switch between calls, chats, and other channels, ensuring full utilization.
Results that speak for themselves
- Challenge
- Seasonal demand spikes doubled call volumes overnight, causing long wait times and inconsistent service quality across multilingual routes.
- Solution
- Deployed a scalable multilingual team with AI-assisted routing and shift structures aligned to Wizz Air's seasonal demand patterns.
- Result
- 80% of calls answered within 35 seconds year-round, 30% AHT reduction, and 85% agent utilization maintained in all seasons.
- Challenge
- Agents lacked genuine command of American customer expectations, retention was inconsistent, and CSAT had never been formally tracked, leaving no baseline to improve against.
- Solution
- Built three dedicated divisions — Retention, Ticketing, and Scheduling — so each function could be trained and measured on its own terms instead of running as one undifferentiated queue.
- Result
- CSAT rose from an untracked 0% to 75%, client retention held at 15–18%, and NPS hit 56% — a record across Fareportal's departments.
- Challenge
- A door-to-airport baggage service needed a partner to own day-to-day support across every channel and language, so the internal team could stay focused on complex cases and product work.
- Solution
- Built a part-time, multi-market agent pool covering tickets, chat, social, and calls around the clock, with scripts and macros rebuilt to cut handling and response time.
- Result
- Full round-the-clock, multilingual coverage sustained with up to 15 part-time agents, with AHT and first response time both reduced through the rebuilt scripts.
AI & automation capabilities in travel customer service outsourcing
AI & automation capabilities in travel customer service outsourcing
AI-powered agent assistant (copilot)
Live translation for chats, emails, and official claims
RPA for document recognition and compensation calculation
SSR additions for group bookings
Custom automation solutions based on operational requirements
Trusted by global leaders
Supporting travel businesses at every growth stage
Rapid scaling and fleet or market expansion, including multilingual
Cost control for high-volume, low-margin operating models
Premium-grade support for high-value travelers
Brand launches, rebrands, and platform migrations
Mergers, acquisitions, and group integration
What makes us a reliable travel BPO services partner
13+ years of travel customer support outsourcing experience
10+ European languages covered by dedicated teams, including bilingual agents
Systems proficiency: Amadeus · Sabre · Navitaire · Gabriel
Ramp-up capabilities: up to 50 agents per month
Certified for data security: PCI DSS · ISO 27001 · ISO 27701
Full end-to-end operational ownership: recruitment, in-house training, QA, IT setup, reporting, and uninterrupted delivery
Get in touch with us today
We'll get back to you within one business day.
FAQ
Simply Contact covers the full range of travel customer support: omnichannel customer service across voice, email, chat, and social; disruption and irregular operations management; rebooking, refunds, and compensation handling; baggage claims; group desk support; back-office operations; and official regulatory cases.
Yes. Our operations cover the full travel ecosystem: airlines, OTAs, tour operators, travel management companies, and destination management organizations. The model is tailored per client: different verticals have different customer journeys, regulatory obligations, and peak patterns, and our operational design reflects that.
Absolutely. Our teams operate structured disruption playbooks covering rebooking, compensation, passenger communication, and regulatory escalations. We scale our teams during peak periods and sustain delivery quality throughout.
Yes. We provide back-office support, reservation handling, multilingual customer support, and supplier coordination for DMCs and tour operators, structured as a managed operation with QA, governance, and reporting built in. Teams are trained on your specific workflows and integrated with your existing tools
We manage reservation support across voice, email, chat, social, and messengers with agents trained on GDS platforms and your specific booking policies. We handle group and multi-leg bookings, failed payments, last-minute modifications, and upgrades. The operational design ensures consistency across channels, not just coverage.
We build structured workflows aligned to your policies, approval thresholds, and regulatory obligations. AI is embedded where it reduces processing time: our RPA implementation achieved a 33% AHT reduction on compensation cases. Human agents handle exceptions, escalations, and emotionally sensitive interactions.
Yes, continuously. Our teams provide round-the-clock coverage across all channels, including during irregular operations and seasonal peaks.
Pricing depends on your support volumes, channel mix, and operational complexity. We offer two models: hourly-based, suited for lower volumes with shared agents; and ticket-based, offering full cost transparency with budgeting aligned to agreed contact volumes and dedicated capacity. The right structure is scoped before any commitment.
Discovery and operational design typically take 2–4 weeks. From there, we launch only after full alignment on scope, expected outcomes, and performance targets, so there are no surprises post-go-live. Proprietary onboarding integrates your policies, tone of voice, and customer promise before any agent handles a live interaction.
