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.

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Simply Contact

Travel industry BPO from European delivery centers

Trusted by Wizz Air, Fareportal, CheapOair, OneTravel, UIA

Simply Contact
Industry Expertise
Travel Customer Service

Why travel companies choose Simply Contact

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)

Advisory board: Independent CX expertise on demand

I always enjoy speaking with leaders who want CX to work harder for their organisation—commercially, operationally and culturally.

Jerry Angrave

CCXP & CX Consultant, Journey Mapping & Accessibility Specialist; Chair, CX Advisory Forums at Virgin Atlantic & Birmingham Airport

For every engagement, we bring in independent experts who have spent their careers inside the industry. They join client projects on demand, shaping CX strategy, reviewing operations, or stress-testing assumptions. Jerry Angrave is a dedicated advisor ready to offer his expertise for your travel support operations.

Covering all travel customer service scenarios

Our travel BPO services are built for high-pressure, compliance-sensitive environments where every interaction carries operational and reputational weight.

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.

€1.5M

estimated savings with
technology-enabled
cost reduction

54%

improvement in case
processing time with
AI agent assistant

33%

AHT reduction
achieved with RPA

Up to 250%

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.

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Supporting travel businesses at every growth stage

We partner with airlines, OTAs, travel management companies, and charter services across growth and transformation cycles:

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 integrations

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.

AI & automation capabilities in travel customer service outsourcing

Chatbot and voice bot implementation
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

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

Featured case studies

Wizz Air, Leading European Airline

Objectives

Provide faster and better support for Wizz Air customers in multiple languages to reduce waiting times and improve service quality, while adjusting to seasonal demand changes.

Results

80% of calls answered within 35 seconds

30% AHT reduction on key lines

85% agent utilization during high and low season

Read the full story

During our joint work since 2020, Simply Contact has proven itself as a reliable and flexible partner that is always ready to support us in solving additional tasks. Simply Contact strives to achieve its goals by constantly looking for creative and innovative ideas and solutions.

Tsvetoplama Stoyanova

Contact Center Manager, Wizz Air, Europe

Fareportal, Travel Technology Company

Objectives

To retain regular and potential customers while ensuring stable revenue for the company, as well as keeping customer satisfaction at the highest level.

Results

20000 calls handled per month

100+ agents on the line

75% CSAT from 0%

3 departments

Read the full story

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.

Corissa Leong

SVP People & Culture, Fareportal, USA

Reviews

We have chosen Simply Contact for their expertise and experience in the travel & airlines industry. Now Simply Contact provides multichannel support for our customers in multiple languages. Our cooperation gives us a reliable foundation for further scaling of our customer service activities. We do recommend Simply Contact as a well-qualified and responsible partner.

Ewa Danecka

Head of Customer Experience

METRO Cash & Carry Ukraine has been working with Simply Contact since May 2020. Currently Simply Contact’s support team handles up to 12,000 customer requests per month while providing a high level of customer satisfaction. They set up a CRM system that allows to accumulate customers queries through multiple channels and ensures security of clients’ data. Simply Contact proved themselves as a reliable partner and we appreciate their input in customer experience development.

Olga Syomkina

Customer Experience Specialist

We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact was professional and reliable. They implement specific key performance indicators that ensured the highest quality of customer service. Innovative and effective motivation schemes implemented by Simply Contact for their own agents helped us to achieve ambitious goals. Yves Rocher recommends Simply Contact as a qualified partner in the field of customer service.

Marina Voloshina

Head of Client Marketing

Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.

Corissa Leong

SVP People & Culture, Travel Tech Company

Get in touch with us today

FAQ

Which travel industry outsourcing services does Simply Contact provide?

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.

Do you provide customer support call centers for travel agencies?

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.

Can you handle airport and airline call center outsourcing at scale, including during irregular operations?

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.

Do you offer BPO services for destination management companies and tour operators?

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.

How do you handle outsourcing for travel and tourism industry reservations across multiple channels?

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.

How do you handle last-minute changes and emergencies?

Operational readiness for volatility is built into our model from the start. We maintain trained reserve capacity, cross-trained agents who can shift between channels and tasks, and escalation protocols for high-impact scenarios. When disruptions hit, our teams operate from pre-built playbooks.

How do you handle cancellations, refunds, and compensation cases?

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.

Do you provide 24/7 travel call center outsourcing?

Yes, continuously. Our teams provide round-the-clock coverage across all channels, including during irregular operations and seasonal peaks.

What is Simply Contact pricing?

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.

How quickly can you launch and what does the onboarding process look like?

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.