Top 5 Reasons Travel Companies Benefit from Outsourcing Customer Care (BPO)

On-demand outsourcing gives travel brands scalable staffing, professional agents and measurable efficiency. All while ensuring the proper brand voice and top-tier service.

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Profitable growth in travel depends on responsive, always-on, empathetic service —especially for luxury and senior travelers who expect extra attention and care. Whether you serve high-net-worth guests or seasoned travelers seeking comfort, outsourcing quality customer care can be your competitive advantage.

Here are five proven benefits of using a travel-specialized business process outsourcing (BPO) partner—and how to choose the right one.

5 Reasons a Travel Company Should Outsource Customer Service

1. Evolving Expectations of Travelers
2. Access to Skilled, Brand-Aligned Agents
3. Agents with Great Customer Service Skills
4. Personalization That Drives Loyalty
5. Technology with a Human Touch

To help you make a more informed decision, we’re breaking down our top five reasons why you should be outsourcing your travel program customer service:

Reason #1: Evolving Expectations of Travelers

Today’s travelers expect instant help across channels, plain-language guidance, and empathetic support—especially for complex or senior travel itineraries. A travel-specialized BPO meets rising expectations by staffing trained agents, extending service hours, and adopting new tech faster—without disrupting your internal team.

Callout: In fact, the global, luxury-travel market is projected to grow steadily through 2032, driven by personalization and premium customer experiences (CX).

Reason #2: Access to Skilled, Brand-Aligned Agents

Travel BPOs recruit and coach hospitality-caliber agents skilled in reservations, loyalty queries, disruption handling and Americans with Disabilities Act-aware communication. You gain brand-aligned talent with speed-to-proficiency that you can’t match internally.

That’s ideal for luxury and senior travel’s best-practice standards.

Reason #3: Agents with Great Customer Service Skills

Great agents blend etiquette with technological fluency (Global Distribution Systems, Customer Relationship Management,  loyalty systems) to improve customer satisfaction (CSAT) and reduce average handle time (AHT). The right BPO calibrates quality assurance (QA) to your brand and applies continuous-improvement feedback to keep performance consistently high.

Reason #4: Personalization That Drives Loyalty

The best outsourcing enhances 1:1 personalization at scale—recognizing loyalty status, trip history, and traveler preferences to boost satisfaction and conversion.

Callout: AARP’s study found that adults 50+ took an average of 3.6 trips last year, spending roughly $6,800 each—making clear communications and empathy key drivers of retention.

Reason #5: Technology with a Human Touch

Leading BPOs blend artificial intelligence (AI), knowledge systems and secure integrations with caring service. This mix improves accuracy and response speed while keeping VIP and senior travelers supported through complex changes or accessibility needs.

Callout: Per Flywire’s Luxury Travel report, 80% of ultra-luxury travelers plan to spend more on unique experiences. 

Business process management services allow you to balance technology with a human touch, so your customers get the best of both worlds. Furthermore, it enables immediate access to the most cutting-edge technology without investing in hardware, software, and expertise on your own dime. And for your business, it helps reduce your operational costs.

How Can Travel Agencies Stay Competitive?

Competition is fierce. Outsourcing lets you ramp faster, extend hours, and stabilize KPIs (AHT, SL, abandon) while protecting brand tone. With a travel-savvy partner, you’ll adopt new tools sooner, maintain five-star service during spikes, and control costs without compromising experience.

Why Excellent Customer Service Matters

Service is your brand. Outsourcing ensures consistency during peak demand, provides coverage when staffing is tight, and supports premium experiences for luxury and senior travel. The result: higher CSAT, stronger reviews, and repeat bookings.

Choosing the Travel BPO Partner, Working Solutions

Always remember: Your customer has the buying decision power. Before choosing a partner, thoroughly research and vet potential customer service outsourcers. This is vital because their customer service agents will have direct contact with your travelers and essentially be the face of your company.

Choose a service provider with bankable travel experience, flexible staffing and measurable outcomes. With 30 years of success, Working Solutions offers hospitality-trained, caring agents aligned with your business objectives. They deliver faster resolutions, have fewer escalations and ensure memorable guest experiences.

FAQs: Travel BPO at a Glance

How fast can a travel BPO program launch?

Most programs launch in 30-45 days with phased ramp-up for service-level stabilization.

Can outsourcing support luxury and senior travel specifically?

Yes. Agents are trained in hospitality tone, accessibility, and plain-language support for seniors and VIPs.

How do we maintain brand voice?

Your QA and scripts are co-developed. Agents role-play scenarios and are calibrated to your tone before going live.

What metrics improve first?

Typically speed-to-answer, abandon rate, and schedule adherence—followed by CSAT and conversion.