Travel demand arrives in waves: a storm, a strike or a system outage can multiply call volume in an hour. Our voice agents answer every traveler, rebook within your fare rules and change reservations in their language. Refunds, compensation and goodwill wait at the write gate for your policy or a named person.
My connection to Lisbon was cancelled. I have a wedding there on Saturday.
I can put you on tomorrow’s 7:40 via Madrid, arriving Friday afternoon, at no extra cost. Or I can refund the unused leg. Which would you like?
Travel flows are configured in Agent Studio around your fare rules, room types and loyalty program, and tested with synthetic travelers, including the frustrated ones, before launch.
Options within the fare rules offered in seconds, with refunds explained. Why it matters: the queue clears on the night your brand is judged.
Dates, room types, names and add-ons changed against live inventory. Why it matters: routine changes stop tying up agents who could be selling.
Availability, rates and packages quoted and booked, with upgrades offered at the right moment. Why it matters: calls that want to buy are answered, not abandoned.
Arrival times, special requests and late check-in handled before the guest arrives. Why it matters: front desks start the day knowing what guests need.
Balances, status questions and missing stay or flight credits captured. Why it matters: your most valuable customers get a fast answer.
Reports taken with a reference number and status updates on request. Why it matters: fewer repeat calls from travelers who already feel let down.
Eligibility explained and requests captured, with the decision held for policy or a person. Why it matters: consistent outcomes and controlled goodwill spend.
Calls handled in the traveler’s language, with live translation for human agents in LiveAssist. Why it matters: international guests are served without a specialist queue.
Est-ce que je peux annuler sans frais ? Mon vol a été déplacé.
Your rate allows free changes until 6 p.m. tomorrow. Would you like new dates instead?
Offer a date change first. Flexible rate, no penalty before the deadline.
Spine is designed to support PCI DSS for stored and spoken card data, GDPR-style privacy for travelers from many countries and the passenger refund and compensation rules that apply to your routes, such as US Department of Transportation requirements.
Rebooking, changes, bookings, loyalty and baggage calls, at disruption volume and around the clock.
Missed weddings, medical needs, elite members and compensation outside policy go to a person with the itinerary and conversation in LiveAssist.
NEQQO shows what drove each disruption’s calls and where policies caused friction, and Auto QA scores every conversation.
Bring your fare or rate rules. We will simulate a disruption wave, a multilingual guest and a voucher request that waits for approval.