Industry/Consumer & Travel
Travel & Hospitality BPO in Kenya.
Guest care built to hold up when travel plans fall apart.
Reservations, loyalty support, itinerary changes and round-the-clock guest care for airlines, hotels and online travel agencies, with teams that scale up and down with demand.
- Airlines, hotels, OTAs, tour operators
- Clients
- Phone, chat, email, WhatsApp, social
- Channels
- 24/7, including holidays
- Coverage
- English, French, Arabic, Swahili
- Languages
Overview
Travellers need help at every hour
- 01
Overlapping shifts cover Europe, the Middle East and the Americas, so a late-night traveller always reaches a person.
- 02
Elastic teams absorb overnight and holiday spikes, then scale back when demand cools.
- 03
Agents learn your fare rules, cancellation policies, loyalty tiers and service-recovery policy.
- 04
Everything happens inside your existing booking and property systems.
At a glance
Targets are agreed per client and written into your SLA.
- Guest support coverage
- 24/7
- Languages available
- 4+
- Typical time to go live
- 2 to 3 wks
What's included
What's included in our travel & hospitality service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
Reservations and bookings
New bookings, changes, upgrades and cancellations.
- 02
Disruption handling
Rebooking and care during delays, cancellations and weather events.
- 03
Loyalty programme support
Points, status, redemptions and member queries.
- 04
Guest services
Pre-arrival requests, complaints and post-stay follow-up.
- 05
Refunds and claims
Refunds, vouchers and compensation claims.
- 06
Review response
Replies to online reviews in your brand voice.
Recommended services
The services travel & hospitality teams use most.
Your customers' data, properly protected.
Travel & Hospitality work runs on the same secure foundations as every Maxed BPO programme, with controls you can audit.
- Locked-down machines with no personal devices or downloads
- Role-based, logged access to your systems
- GDPR, Kenya Data Protection Act and PCI-DSS practices
- NDAs and data processing agreements as standard
How we tailor it
How travel & hospitality outsourcing with Maxed BPO works.
Every sector programme follows the same careful path, built around your rules, systems and busy periods.
- 1
Understand your sector
We learn your customers, rules, systems and busy periods before anything else.
- 2
Hire for the job
We recruit people with relevant backgrounds and train them on your products.
- 3
Launch carefully
A supervised pilot with daily calibration before the team takes full volume.
- 4
Report and improve
Weekly reports, monthly reviews and headcount that flexes with demand.
Who it's for
Who uses our travel & hospitality service.
- Airlines and charter operators
- Hotels, resorts and serviced apartments
- Online travel agencies
- Safari and tour operators
- Car hire and transport companies
Platforms
Tools and platforms we work in.
Your team works inside the systems you already use. Don't see yours? We learn custom tools too.
- Amadeus
- Sabre
- Opera PMS
- Cloudbeds
- Salesforce
- Zendesk
- Freshdesk
- WhatsApp Business
FAQ
Travel & Hospitality: your questions.
Something else on your mind? Our team replies within one working day.
Speak to a specialist
Tell us your volumes and goals. We reply within one working day with a suggested team and price.
Get a free quoteCan you handle holiday peaks?
Yes. Capacity is planned months ahead of peak seasons.
Do your agents know GDS systems?
Yes. Agents are trained on your booking systems, including the major GDS platforms.
Can you support safari and tourism businesses in Kenya?
Yes. Local East African travel knowledge is one of our strengths.
More industries
Other sectors we support.
Get a free travel and hospitality BPO quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.