Travel, Transport & Hospitality
Guests, passengers and loyalty on one profile — and a service operation that already knows about the disruption before the customer calls about it.
The stack we usually land on
01
The problem
What we hear in this sector.
A
The booking system, the loyalty programme and the service desk each hold a different customer.
B
Disruption generates a call spike nobody is staffed for and no proactive message goes out.
C
Loyalty tiers do not change how anyone is actually treated at the point of service.
02
What we build
The four things that move the needle.
Guest and passenger 360
Bookings, stays, journeys and loyalty resolved into one profile through Data 360.
Disruption handling
Proactive notification and rebooking flows triggered from operational events rather than from the phone ringing.
Loyalty in the moment
Tier and entitlement visible to front-line staff at the point of service, where it actually changes behaviour.
Booking system integration
PSS, PMS or reservations connected with retries and monitoring, so the service desk always sees the live booking.
03
Where it lands
Telling the customer before they have to ask.
- Profile across booking and loyalty
- 1
- Disruption notifications
- Proactive
- Call spike during disruption
- −40%
In the field
Case study · A national flag-carrier airline
Refund turnaround cut from about 14 days to about four hours.
Agents that validate across systems, take the action and draft the reply, on refunds first and then on email resolution, name changes and staff knowledge.
Other industries
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