Online Travel Agencies Online Travel Agencies
Travel & Leisure

Online Travel Agencies

An ‘All-inclusive’ Digital Journey for Online Travel Agencies

The Online Travel Agency (OTA) market is extremely competitive. OTAs are constantly looking to provide attractive, personalized deals and forge customer loyalty while reducing operating costs – all made increasingly difficult in an uncertain business landscape.

WNS’ 11,000+ strong Travel practice enables leading OTAs across the globe to drive insight-led transformation using an expansive toolset of technology accelerators and solutions. Our deep domain expertise, operational excellence, and analytics and digital expertise help reduce cost-to-serve, generate revenue, and boost customer retention and experience.

Digital-first Solutions

We have forged strategic alliances with technology and automation partners to develop and deliver best-in-class services and capabilities.

Domain Expertise


Automated Schedule Disruption Management Solution

Domain Expertise


Digital Customer Service Suite

Domain Expertise

GDS Interconnect

End-to-end Processing Platform Integrating Multiple GDS


Digitization Across the Value Chain

Our customer-centric, low-cost digital operating models provide clients with real-time view of the customer journey across touchpoints and effectively cater to changing customer demands.

Domain Expertise

Customer Experience Service

  • Reservations / bookings
  • Website / navigation support
  • Customer service
  • E-mail & chat support
  • Technical helpdesk
  • Cross-sell & up-sell
  • Customer feedback
  • Schedule change
  • Refunds
Domain Expertise

Fulfillment & Operations

  • Sales & revenue generation
  • Member services
  • Fraud prevention & control
  • Loyalty program management
  • Database management

Domain Expertise


  • Contract / vendor management
  • Policy documentation & governance
  • Market assessment & category intelligence
Domain Expertise

Finance & Accounting

  • Billing, invoicing & collections
  • Data integrity
  • T&E expense management
  • Accounts receivable & payable
  • General ledger
  • Fixed asset accounting

Domain Expertise


  • Data management
  • Early demand predictor / tracker
  • Marketing analytics
  • Loyalty & campaign
Domain Expertise


  • Compensation & benefits
  • Workforce management
  • Performance & talent management
  • Payroll

Scaling with Advanced Analytics

Our analytical capabilities enable OTAs to create tailored experiences and deliver value at each stage of the customer journey.

Domain Expertise

Business Intelligence & Data Management

  • Advisory
  • Engineering
  • Reporting & business intelligence
  • Governance
Domain Expertise

Loyalty & Campaign Analytics

  • Customer segmentation
  • Loyalty program strategy & design
  • Loyalty performance & campaign effectiveness analytics
  • Channel suitability
  • Campaign response modeling
  • Campaign operations
Domain Expertise

Marketing Analytics

  • Single View of Passenger (SVOC) with detailed travel profile
  • Customer acquisition analytics
Domain Expertise

Social Media Engagement

  • SocioSEER TM
  • InTouch
Domain Expertise

Early Demand Prediction Tracker


WNS Advantage

Domain Expertise: We have more than 20 years of experience in working with global OTAs and a large talent pool of experienced professionals. We leverage industry best practices, intelligent technologies and advanced analytics, and offer deep insights to help clients exceed their business goals.

Center of Excellence (CoE) Approach: WNS' OTA CoE underpins our commitment to deliver maximum value to clients. The CoE leverages our global talent pool, industry best practices, proven methodologies and digital transformation frameworks to drive cost savings and optimize revenues for companies.

Intelligent Digital Transformation: Our digital transformation solutions are underpinned by:

  • Robotic Process Automation (RPA) and Intelligent Automation: A comprehensive suite of proprietary, industry-specific and cross-industry solutions that include third-party RPA BOTs, and platform augmentation and intelligent automation solutions
  • WNS TRACTM : Our comprehensive suite of next-generation technology solutions combines proprietary solutions and intellectual properties with partner products and tools. WNS TRACTM integrates deep domain expertise, embedded analytics, in-depth process knowledge and technology capabilities to create end-to-end offerings to improve customer experience, enable revenue uplift and drive efficiencies in operations
  • Analytics and Big Data: Our analytical capabilities are centered around four key pillars: understanding customers, revenue, cost and compliance. Through our custom-built platforms, proprietary frameworks, tools and applications, we deliver transformational insights that help clients address key industry challenges

Flexibility and Scalability: We are large enough to provide capacity, scale and deep domain experience, and nimble enough to respond quickly to the variability in our clients’ business environment. Our innovative, flexible commercial models are outcome-driven, reduce total cost of ownership and unlock opportunities for non-linear growth.