As we know…

In today’s digital era, the tech-savvy traveler’s needs and expectations are evolving constantly. While Online Travel Agencies (OTA) offer a convenient solution for travel planning, they face growing competition in the industry. To stay ahead of the game, OTA must find ways to improve their operational efficiency, optimize margins and offer a superior product mix to meet the changing demand of travelers.

The challenge for the client was…

Navigating high operational costs and improving the speed and quality of operations in the areas of query and complaint handling, schedule changes, and cancellations and refunds.

WNS stepped in as a co-creation partner and…

Leveraged TravOps, the operational excellence pillar of WNS TRAVOGUE (WNS’ suite of services and solutions for the travel and hospitality industry), and our strategic delivery centers in India and the Philippines to revamp a number of important customer service and customer relations processes, including:

  • Pre-departure queries of travelers and admin-related queries from travel agents
  • Fulfillment
  • Schedule changes (minor and major)
  • Discount management
  • Complaints management
  • Amendments to bookings and travel packages
  • Refund management

We deployed key tools such as Sabre, Tarmac, CustomerOne, Salesforce and Helio to improve the overall operational efficiency for the client.

The solution enabled the OTA to streamline and standardize processes, driving…


reduction in average handling time


improvement in turnaround time


improvement in e-mail quality


WNS is a leading Business Process Management partner to more than 400+ global businesses, including 100+ Travel & Hospitality companies. Our clients in the travel and hospitality industry trust WNS TRAVOGUE for designing and executing their data and digital led business transformation journeys.

Built on more than two decades of experience working with clients from Airlines, Hospitality, OTA and TMC segments, the WNS TRAVOGUE suite of offerings brings together the best of industry expertise, data-to-insights prowess and digital innovation.

Across the value chain, we enable our clients to deliver delightful customer experiences with TravXP, drive operational excellence with TravOps, accelerate revenue growth with TravRev, devise accounting and risk management strategies for financial control with TravControl, achieve inclusive and sustainable growth with TravGreen and outperform the competition with growth-led strategies powered by TravConsult.

To know more about WNS TRAVOGUE, read here.

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