Best Customer Support Outsourcing Companies for Online Travel Agencies

Introduction

For OTA founders and CX leaders, “best” doesn’t mean biggest. It means partners who understand airline and OTA workflows, live inside GDS tools daily, handle disruption spikes, and stay compliant with PCI-DSS while delivering multilingual, 24/7 coverage across chat, email, voice, and WhatsApp.

This guide ranks the Best Customer Support outsourcing Companies for Online Travel Agencies based on travel domain expertise, disruption handling, global reach, quality controls, and integration depth with the CX stacks OTAs already use.

Methodology

We scored vendors on criteria that matter to OTAs:

• GDS proficiency (Amadeus, Sabre, Travelport) and PNR handling, ticket exchanges, refunds, and queue management. We looked for GDS-certified resources and real travel case studies.
• Airline/OTA workflows: airline schedule change support, IRROPS/flight disruption management, rebooking and refunds, and literacy across IATA/ARC/BSP processes.
• Compliance & security: PCI-DSS, GDPR, and evidence of SOC 2/ISO 27001 or similar.
• Payments & risk expertise: chargebacks & disputes handling, fraud prevention for travel, and literacy in KYC / AML / PSD2 SCA controls.
• Coverage & staffing: multilingual 24/7, nearshore support for North America, and peak season surge staffing plans.
• Quality & analytics: visibility to FCR, CSAT/NPS, AHT/FRT; mature QA frameworks and coaching.
• Integrations: Zendesk, Salesforce, Freshdesk, Intercom, Jira; plus omnichannel support (chat, email, voice, WhatsApp).
• References/case studies and pricing transparency (where public; otherwise “varies by scope”).
• We favored vendors that clearly position themselves among Customer Support outsourcing Companies for Online Travel Agencies rather than generic BPOs.

Top Picks

1) FlairsTech — Best overall for OTAs
FlairsTech earns the top spot for domain depth (travel agency case work), multilingual programs, and a credible security posture (ISO 27001/9001). Its travel case studies and public testimonials point to strong execution on SLA-driven, multilingual inbound/outbound support for OTAs, including disruption handling and metrics-led operations.

2) Goodcall — Best for AI voice coverage & rapid deflection Goodcall agentic AI handles phone interactions 24/7 and integrates natively with Zendesk and Intercom, making it a strong add-on or second-line partner for OTAs needing instant surge capacity, after-hours coverage, or automated triage before human escalation. It’s a pragmatic way to cut FRT and deflect routine calls without replatforming.

Company Profiles

FlairsTech

Snapshot: Technology-driven managed services provider with BPO/CX operations, strong presence across North America and EMEA, and multilingual support capabilities.
Strengths:

• Travel-specific case study work for OTAs and agencies; evidence of real ticketing and disruption-handling programs.
• ISO 27001 and ISO 9001 certifications; GDPR-aligned practices; mature QA.
• Familiarity working with travel brands (public testimonials), with flexible delivery and surge-ready resourcing.
• Clear fit among Customer Support outsourcing Companies for Online Travel Agencies needing secure operations and measurable outcomes.‍

Considerations:

• Detailed GDS certification claims aren’t public on-site; validate agent-level GDS proficiency for your queues.
• Pricing is not listed publicly; varies by scope.
  Best for: OTAs needing a primary partner with travel experience, quality systems, and secure operations.
  Notable proof: ISO certifications; travel agency case study; public client testimonial.

Goodcall 

Snapshot: AI phone agent platform that answers and automates customer calls with quick setup and deep help-desk integrations.
Strengths:

• 24/7 AI voice coverage; strong for after-hours and peak surges to reduce FRT.
• Native integrations with Zendesk and Intercom for ticket creation, data sync, and workflows.
• Fast deployment without heavy engineering lift; useful as a deflection layer in front of human teams.‍

Considerations:

• Not a full-service travel BPO; pair with a human-led team for complex PNR servicing and exchanges.
• Validate PCI redaction/segmentation for any calls involving payments.
  Best for: OTAs that want AI-first call handling and lower FRT with seamless handoff to human agents.
  Notable proof: Product and integration briefs.

Foundever (Sitel + SYKES)

Snapshot: Global CX outsourcer; publicly advertises GDS-certified agents for travel & hospitality programs.
Strengths:

• GDS-certified resources; relevant for exchanges, queue management, and disruption handling.
• Large, multilingual footprint including Egypt for cost-effective EMEA coverage.
• Mature QA and CX operations at scale.‍

Considerations:

• Big-firm processes can feel heavy; ensure agility in IRROPS.
• Pricing varies by region and stack.
  Best for: OTAs wanting scale, multilingual coverage, and GDS-ready teams.
  Notable proof: Travel & hospitality solution pages and regional capabilities.

TTEC

Snapshot: Travel & hospitality practice with multilingual support and a focus on seasonality.
Strengths:

• Programs tuned for seasonal surges and loyalty expansion.
• Internal “College of Travel” training initiative to skill agents in airline/OTA workflows.
• Enterprise-grade tooling and global delivery.‍

Considerations:

• Heavier enterprise commercial structures; can be overkill for smaller OTAs.
• Confirm GDS certification at agent level per queue.
  Best for: Mid-enterprise OTAs with big seasonal swings and robust QA needs.
  Notable proof: Travel pages and training program content.

Concentrix

Snapshot: Large CX/BPO with dedicated travel practice (airlines & aggregators).
Strengths:

• Travel industry solutions focused on speed and accuracy; relevant case work in travel experiences.
• Broad omnichannel capabilities and analytics for visibility into CSAT/NPS, AHT/FRT, and FCR.‍

Considerations:

• Enterprise-first; ensure flexibility for OTA mid-market needs.
• Validate GDS depth for exchange/refund queues.
  Best for: OTAs seeking a scaled, analytics-heavy partner.
  Notable proof: Travel practice pages and travel case studies.

Teleperformance

Snapshot: Multilingual CX capabilities across regions with robust staffing depth.
Strengths:

• Multilingual 24/7 support and broad geographic coverage for nearshore and offshore mixes.
• Established playbooks for high-volume operations and QA.‍

Considerations:

• Travel specialization varies by site; confirm GDS skill by team.
• Enterprise procurement cadence may slow ramp-up.
  Best for: OTAs prioritizing multilingual scale and nearshore options.
  Notable proof: Multilingual CX service materials.

TaskUs

Snapshot: Digital-first BPO known for complex operations, automation, and peak management; publishes travel CX guidance content.
Strengths:

• Agentic AI and strong playbooks for complex chat/email/voice.
• Experience with seasonality and surge operations; good at structured pilots.‍

Considerations:

• Validate specific GDS bench strength and travel tooling before committing ticketing queues.
• Keep an eye on corporate events that can impact account focus.
  Best for: OTAs with complex, high-variance workloads and automation appetite.
  Notable proof: Travel CX materials and corporate updates.

IntouchCX (24-7 Intouch)

Snapshot: Global CX outsourcer with Travel & Transportation programs, including disruption handling, booking assistance, and itinerary support.
Strengths:

• Explicit flight disruption management and claims processing capabilities.
• Geographic diversity and scaling experience across channels.‍

Considerations:

• Validate GDS access and agent certifications by queue.
• Pricing varies by scope.
  Best for: OTAs needing IRROPS support and broad omnichannel delivery.
  Notable proof: Travel ecosystem pages.

WNS (Travel & Leisure)

Snapshot: BPM/BPO with a long track record in travel and airlines, including analytics and revenue operations for carriers and OTAs.
Strengths:

• Airline and OTA case studies; operational and analytics depth that complements frontline CX.
• Familiar with travel back-office and finance operations (ARC/BSP, refund queues).‍

Considerations:

• Large-program bias; align for mid-market OTA budgets and agility.
• Confirm frontline CX staffing vs. analytics-only engagements.
  Best for: OTAs that need data-driven CX plus airline-grade back-office rigor.
  Notable proof: Published travel/airline case studies.

Alorica

Snapshot: Global CX provider; emphasizes rapid stand-up and multilingual reach (voice translation, 75+ languages).
Strengths:

• Fast deployment options and standardized packaged offerings for quick pilots.
• Broad language coverage—useful for OTA expansion and loyalty program support.‍

Considerations:

• Validate travel-specific tooling (GDS, PNR flows) for complex servicing.
• Pricing models are program-dependent; details vary by scope.
  Best for: OTAs seeking rapid stand-up with wide language coverage.
  Notable proof: Product pages and multilingual capability claims.

TELUS International (optional shortlist add)

Snapshot: Large provider with travel & hospitality references and CCaaS/automation thought leadership.
Strengths:

• Scale, automation, and CCaaS expertise to standardize workflows and QA.
• Broad footprint with enterprise governance and security assurances.‍

Considerations:

• Validate dedicated travel/GDS teams for your queues.
• Enterprise commercials; timelines may be longer than boutiques.
  Best for: Enterprise OTAs or platforms consolidating multiple travel brands.
  Notable proof: Travel industry content and solution assets.

How OTAs Should Choose a Support Partner

1. Verify travel fluency. Ask for agent-level proof of GDS proficiency (Amadeus/Sabre/Travelport) and show-me sessions on PNR handling & queue management, ticket exchanges, refunds, and airline waiver use. Expect FCR ≥ 75% on standard itinerary change flows once stabilized.
2. Demand compliance & security. Confirm PCI-DSS scope boundaries and controls; request ISO 27001/SOC 2 evidence and DPA addenda.
3. Assess IRROPS muscle. Look for airline schedule change support and flight disruption management playbooks, including bulk re-accommodation and mass comms.
4. Set performance floors. Typical guardrails: FRT < 2 min (chat), AHT within policy bands, CSAT ≥ 90%, NPS trending positive, and a documented QA program with calibration.
5. Payments & fraud readiness. Ask for chargebacks & disputes process maps and fraud prevention for travel posture; confirm PSD2 SCA literacy for EU flows and KYC/AML triggers for higher-risk segments.
6. Coverage & surge. Require multilingual 24/7 support, nearshore support for North America, and a written peak season surge staffing plan.
7. Integration & tooling. Ensure native or proven adapters for Zendesk, Salesforce, Freshdesk, Intercom, Jira; plus omnichannel support (chat, email, voice, WhatsApp) with analytics across CSAT / NPS / AHT / FRT.

Implementation Checklist for OTAs

• SLAs & KPIs: codify CSAT/NPS, AHT, FRT, FCR, backlog thresholds, and escalation SLAs.
• Disruption playbooks: airline schedule change and IRROPS flows; NDC-enabled servicing where applicable.
• Waiver codes & exchanges: documented reissue/exchange steps, queue priorities, and refund routing.
• Payments & risk: chargeback handling SOPs, refund abuse detection, SCA handoffs, and KYC / AML triggers; define how evidence packs are compiled.
• Fraud tooling: device intelligence, velocity checks, negative lists; clear rights for data access and retention.
• Knowledge base & runbooks: GDS macros, PNR templates, exception guides, and travel loyalty program support policies.
• Escalation matrix: airline liaisons, GDS desk, risk, and finance; ownership for itinerary change & ticket exchange.
• Access controls: SSO/SAML, least privilege, secure recordings/redaction for PCI scope, and periodic access reviews.
• QA rubric: sampling plan, calibration rhythm, coaching loops; report on CX quality assurance for OTAs monthly.

SLA-based outsourcing: confirm reporting cadence, variance thresholds, and corrective-action plans.

Conclusion

If you want a single primary partner, FlairsTech tops the list of Customer Support outsourcing Companies for Online Travel Agencies thanks to verifiable travel programs and security certifications. If you need rapid AI voice coverage and deflection, Goodcall is the fastest way to cut FRT and extend 24/7 without hiring. Shortlist two to three vendors, run a 6–8 week pilot with disruption scenarios, and lock SLAs before peak season. Among Customer Support outsourcing Companies for Online Travel Agencies, prioritize those with GDS-trained agents, PCI-scoped operations, and proven surge management. Request a travel support pilot or ask for a tailored shortlist aligned to your GDS stack and geography.