The travel sector has rarely been out of the press in recent months, staffing challenges have created huge pressures within the industry and driven CX demand.

The sector encompasses a wide range of businesses including airports, airlines, train operators, cruise operators and package holiday companies, all of whom have a steady flow of customer enquiries. The ability to service these efficiently and effectively is vital.


Travel sector brands should strive to provide an outstanding end-to-end customer service experience for their customers. 


Deloitte has made comments on the sector outlook in the US market for 2022 and beyond. Similar challenges are a feature of the UK, Australian and European travel sector markets. 

As leisure demand continues its trajectory toward pre- pandemic levels, hotels and airlines face a challenge that has afflicted customer-facing service roles across industries: hiring enough people. As of October 2021, there were 300,000 fewer workers in the hotel industry than two years prior. Hospitality CEOs have acknowledged they have struggled to staff up. Airlines also face challenges filling their needs for pilots and mechanics. Boeing’s 2021 Pilot and Technician Outlook voices concern that many furloughed airline workers may have left the industry. The report projects big hiring needs in commercial aviation over the next 20 years: 612,000 new pilots, 626,000 new maintenance technicians and 886,000 new cabin crew members.


Customer engagement within the travel sector must be a priority, and our mission at Bespoke is to delight the customers we engage with. It is inevitable that unforeseen changes will occur, so it is vital that customers have sound channels of communication with travel sector brands.

Through omnichannel communications, we can engage with customers in a way that suits them, and to a standard that was once only the preserve of an in-house function. Done effectively, this will create positive feeling around your brand. When positive sentiment is combined with costs that are a fraction of in-house, this means that the difference in service we deliver can literally underpin a brand’s customer retention rate and encourage customer loyalty.

Our call centre is located in Durban, South Africa, and we operate on behalf of some leading global brands. South Africa is recognised, for good reason, as the leading outsourcing destination.

If BPO is new to you or your organisation, we understand that it can be a daunting thought as there is a perception that control and quality can be lost. We can prove through real-life case studies, that the opposite is actually the case and we welcome being challenged to prove through statistics, the service we can deliver.


We provide a wide range of services to our travel sector clients. These include:

  • 24/7 support
  • Booking & reservations
  • Billing support
  • Telemarketing & Promotions
  • Rerouting calls
  • Bundled Packages
  • Refund & return
  • Disputes management
  • Loyalty programmes
  • Technical Support
  • Service Upgrades
  • Package Updates
  • IVR
  • Surveys


If you want to understand how Bespoke International Group can deliver a secure and reliable customer experience for your clients and help you achieve your travel sector business objectives, email our BDM at [email protected]

For North American enquiries, contact U.S based VP of Americas [email protected]

Our CEO is UK-based and available to offer enhanced value through a one-to-one consultation.