Your contact center isn’t just solving problems; it’s defining whether travelers will ever trust your brand again. No one books a trip hoping to call customer service. But when things go wrong, or when expectations are high, your contact center often becomes the face of your brand. That’s a huge responsibility. It’s also a huge opportunity.

60% of consumers say they’d switch travel brands after just 1-2 poor customer service experiences.

According to McKinsey, the number one factor influencing a traveler’s brand choice isn’t cost or convenience. It’s prior positive experience. So where exactly do travelers need you most? These six pain points reveal where great CX has the biggest impact.

1. Flight Delayed? Hotel Overbooked? Keep Guests in the Loop

The Challenge:

In 2024, nearly 1.7 million flights were delayed or canceled out of 7.5 million scheduled. Travel disruptions are becoming more common, and when plans fall apart, the last thing travelers want is silence.

The Fix:

Send real-time updates through SMS, app push, or WhatsApp when there’s a delay, cancellation, or rebooking. Let automation pull data from flight schedules, weather, and vendors to keep travelers in the loop.

Why It Matters:

When people know what’s happening before they have to ask, they feel cared for. It builds trust, and it also keeps your support team from getting overwhelmed when things go wrong.

2. “What Time’s the Check-In?”. Let Automation Handle the FAQs

The Challenge:

Support teams spend too much time answering simple questions about baggage rules or rebooking options. It slows everything down and keeps travelers waiting.

The Fix:

Use self-service tools and chatbots that can handle common questions around the clock. That way, agents can focus on the stuff that really needs a human touch.

Why It Matters:

Travelers get quick answers without waiting on hold. Your team works more efficiently, support costs go down, and customer satisfaction goes up. A global airline company automated 35% of Voice Calls Using [24]7.ai’s Advanced IVR. The system handles hundreds of millions of calls annually and supports a range of high-value interactions from policy lookups to flight schedules.

3. Give Agents the Full Picture

The Challenge:

Nobody likes repeating themselves, especially when they’re stressed. But if agents don’t have the full story including past bookings, loyalty status, or previous issues, then solving problems takes longer.

The Fix:

Use tools that pull everything together into one view. Booking details, past conversations, preferences, and even real-time suggestions should all be right there when the agent picks up.

Why It Matters:

Agents can jump straight to solving the problem, not gathering background. That means faster resolutions and a more personal, thoughtful experience.

4. From Frequent Flyers to First-Time Guests, Make Every Traveler Feel Known

The Challenge:

People expect personalized service, but too often, agents don’t have the info they need, like loyalty level or past interactions.

The Fix:

Build a single traveler profile that includes everything from booking history to preferences. Use AI to bring up helpful details during support calls or chats.

Why It Matters:

When travelers feel like you know them, they’re more likely to come back. A little personalization goes a long way in building loyalty.

5. Keep the Conversation Flowing Across Channels

The Challenge:

Travelers might start chatting in your app, then call later or follow up by email. But if those conversations don’t connect, it’s a mess for them and your team.

The Fix:

Use a CX platform that keeps conversations connected, no matter where they start. Technology can help fill in the gaps so the context stays with the customer.

Why It Matters:

People get consistent support without having to explain things over and over. It’s smoother, faster, and a lot less frustrating.

6. Offer Multilingual Support

The Challenge:

For international travelers, confusion can quickly turn into stress when language or cultural context gets lost in translation.

The Fix:

Offer multilingual support using smart translation tools and chatbots that understand local languages. Make it easy to explain things like visa rules or refund policies clearly.

Why It Matters:

When travelers feel understood, they trust your brand more. It shows you care, and that makes a lasting impression, no matter where they’re from.

Final Boarding Call

Travelers might choose you once for convenience or price. But they’ll return, and bring others, because of how you made them feel when it mattered most. When you combine smart automation with thoughtful, human-first support, you’re not just solving problems. You’re building trust. And that’s the foundation for long-term loyalty in travel.

Ready to talk about how your contact center can become the best part of the journey? Let’s make it happen.