Travel & Hospitality

We’re with you for the long-haul

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.

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).

Our solutions to meet your challenges

Multi-lingual Skills

Multi-lingual Skills

Our multi-lingual hubs enable you to cover regions with their cultural differences from one site – ensuring quality, consistency and reliability while staying close to your customers.

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Global Locations

Global Locations

Wherever you are, whatever your culture, whatever your global needs – we support your location strategy with one of the strongest and most diversified of global presences.

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Consulting

Consulting

Our consultants help you develop your transformation strategy: From customer journey optimization and process design, to analyzing your automation potential and creating the business case for automation and AI.

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Automated Interaction & AI

Automated Interaction & AI

Our intelligent automation solutions – powered by Majorel’s Conversational AI framework – free-up and empower our team members to innovate, interact with customers and focus on activities that need a human touch.

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Self-service

Self-service

Our self-service platforms, intelligent search systems and online community solutions enable your customers to figure things out themselves – reducing volumes for you.

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20+

travel clients worldwide

>30

languages supported for travel

25yrs+

Experience in customer service in the tourism industry

We're global and local. So you can be close

We're global and local.

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