Travel & Hospitality

Since signing-up our first travel client in 1993, we’ve amassed a huge amount of experience in the industry, working for many of the world’s leading airlines, travel companies, niche-boutique players and, more recently, digital disruptors, across the globe.

This means that we know what it takes to excel in this highly competitive market, with a focus on reducing costs, digital transformation/integration and customer service innovation. Above all, success depends upon a deep know-how of the complex processes involved – that are unique to the travel and hospitality sector – and how to optimize them using the best technologies.

We help you to develop loyal customers and create an emotional connection to your brand in very fleeting‘moments of truth.

We’re with you for the long-haul

Independent, we have the benefit of being able to take the long-term view, and for the last 25 years we’ve been a part of the seismic shifts that have taken place in the travel and hospitality sector, partnering with our clients through every twist and turn, helping them to keep one step ahead of the competition.

Optimize &innovate!

It’s been a story of continuous optimization and innovation. In the early days, we pioneered frequent flyer programs and, more recently, we’ve been at the forefront of automation, self-service (when it makes sense for customers) and the rapid rise of global digital platforms.

Naturally, optimization requires a very deep knowledge of the processes and ways of doing things that are unique to the sector. And this is where our consultants step in, armed with the best advice on digital transformation – which can be especially challenging given integration with legacy systems and apps.

For us, it’s all about being driven to go further. And there’s no better example of this than exceeding expectations in the ‘moments of truth’ that’s essential to compete in today’s travel industry – we can help you to achieve this!

Moments of truth

“Moments of Truth" is a mantra of the airline industry. All airplanes are just as comfortable, fast, punctual and clean as each other. Therefore, airlines can only differentiate themselves in the moments when flight attendants, ground staff or customer support specialist are in direct contact with customers. These contacts maybe brief, but they’re the moments that ultimately determine whether the airline will succeed or whether it will fail.

Creating an emotional connection – every time

So, the sure-fire way to develop loyal customers is to create an emotional connection to your brand in those very fleeting ‘moments of truth’. Our customer service experts know this, so they ensure that every moment of truth matters. In fact, it’s something they’re passionate about, whether they’re dealing with a valued frequent flyer, responding to a crisis or IRREG management, or chatting on social media (where we’ve seen huge growth).