Offer five-star worthy experiences

  1. Industries
  2. Travel & Hospitality
Travel & Hospitality

First-class customer experiences

Investing in unforgettable customer experiences (CX) that leave a lasting impression is key to standing out in the crowded travel and hospitality marketplace. Take your customer support to new heights and streamline your operations by leveraging our industry expertise and next-gen digital technology.

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Upgrade your CX

The world’s top travel and hospitality brands trust TELUS International’s winning combination of people, processes and technology to turn industry challenges into opportunities for growth.

  • Scalability

    Navigating the ever-changing tides of the travel and hospitality industry requires the ability to adapt and grow with ease. Our flexible CX offering can help you seamlessly scale your operations to meet fluctuating demand.

  • Next-gen tech

    From generative AI and advanced analytics, to personalized automation and omnichannel integration, our technology empowers you to engage with your guests in a more meaningful and efficient way.

  • Industry expertise

    Leverage our knowledge and insights to tap into new revenue-generating opportunities, enhance customer satisfaction and foster long-term loyalty with your customers.

  • Highly-engaged team

    The foundation of our success rests upon our exceptional crew of tenured and engaged individuals who are passionate about delivering excellence in every guest and traveler interaction.

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    Years of experience in the travel and hospitality industry

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    Dedicated global travel and hospitality support team members

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    Team member engagement score

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    Multilingual CX support languages

Our experience

Our team of travel and hospitality experts have over 13 years of experience adding value to every aspect of the guest and traveler journey.

  • An airplane flying against a sky with a sunset.

    Airlines

    From pre-booking to post-flight, our solutions encompass every touchpoint of the passenger journey to ensure seamless interactions, personalized services and efficient operations. By optimizing internal support systems and fostering strong customer relationships, we enable airlines to provide exceptional assistance to their employees and customers alike.

    Uncover the possibilities
  • A worker at a hotel handing a room key to a customer.

    Hotels

    Guests expect hospitality experiences to be deeply personal, intelligent, and where appropriate, automated. By facilitating smooth online bookings, customized apps and providing highly personalized services, we assist hospitality brands in meeting the evolving guest demands of tomorrow. Not only does our next-gen tech keep guests coming back, it can help improve the employee experience — essential for brands looking to attract and retain the labor force of the future.

  • A car driving on a highway with mountains in the distance.

    Car rental companies

    From reservation to vehicle return, today’s digitally savvy consumers are looking for car rental brands that offer hassle-free experiences. Our highly-engaged, multilingual team members provide real-time guest support, and our next-gen technologies enable car rental brands to offer convenient online booking experiences and personalized vehicle recommendations.

  • A woman booking travel on a laptop.

    Online travel marketplaces

    With our deep industry expertise we help online travel marketplaces optimize their platforms, improve search functionality and personalize recommendations to ensure that users find the perfect travel options effortlessly. Our team of digital engineers, CX experts, UX/UI designers, cloud specialists and world-class testing and QA pods can ensure your brand stands above the rest in travel consulting.

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  • An aerial shot of a cruise ship on the water.

    Cruise lines

    Navigate troubled waters and sail toward success by leveraging upsell opportunities and identifying operational efficiencies. Optimize your core booking flow with intuitive web experiences that bridge the gap between passenger consideration and conversion; simplify the reservation management process with intuitive, self-service options; and create experiences that exceed guest expectations with our team of tenured, engaged customer support agents.

Solutions that chart a course to success

Whether you're looking to simplify the reservation management process, augment your self-service capabilities, detect and prevent fraudulent activities or scale your traveler/guest support workforce, our expansive portfolio of solutions will help provide your customers with a VIP treatment they’re sure to remember.

A woman wearing a hat looking over a balcony at a view with a chatbot conversation discussing a hotel reservation overlaid.
Guest/Traveler Support; Customer experience

Deliver turbulence-free experiences

In an industry where guest satisfaction is paramount, we understand the importance of prompt and personalized assistance. Our dedicated team of customer support professionals are trained to handle a wide range of inquiries, concerns and requests with efficiency and professionalism. From assisting with booking modifications, to resolving issues during a guest's stay, our Customer Experience Solutions set your brand apart from the competition and forge lasting connections with your valued guests.

Email, chat, social media and voice channel support
Sales growth and retention
Work Anywhere capabilities
Omnichannel CX
Knowledge base development, management and maintenance
A woman standing at an airline kiosk checking herself into a flight.
Intelligent automation

Embark on a journey to operational excellence

Start your travel digital transformation. Revolutionize your operations by automating non-revenue-generating tasks. From booking confirmations to seamless check-in processes, our cutting-edge automation technology can help your brand unlock new levels of self-service efficiency, freeing up your team to focus on providing your guests with the personalized attention and care that they deserve.

Robotic process automation (RPA)
Digital workplace services
Generative AI chatbots
Interactive visual and voice response (IVR)
A business woman and man looking at a laptop.
CX analytics

Data-driven delight: Uncover, analyze, excel

Data is key to making informed decisions and driving meaningful improvements. Gather, analyze and interpret data from various sources including customer feedback, online reviews, social media and more. Uncover valuable trends, patterns and customer preferences to enhance your overall CX strategy.

Digital strategy design and implementation
Customer journey mapping
360° customer analytics
Anticipatory CX
Loyalty and retention insights
Innovation and Business Intelligence (BI) support
Two women taking a selfie. Icons for security, and user generated content are overlaid.
Trust, Safety & Security

Wander safe, wander secure

Leave no stone unturned in safeguarding your brand's reputation and the trust of your valued guests. Our team of trust and safety experts specialize in online scam and payment fraud prevention, working diligently to ward off fraud before it happens. Additionally, our team is skilled at navigating the fast-paced digital landscape, leveraging social listening tools and analytics to proactively address guest concerns, combat fake reviews and cultivate a vibrant online community around your brand. Ensure trust, safety and security in your guest experience with our solutions.

Proactive and reactive social media support
Community moderation
Fraud detection and prevention
Claims and dispute management
AI Data Solutions

Data-powered exploration

When it comes to search experiences, it’s essential that users find exactly what they're looking for quickly and effortlessly. Our AI Data Solutions provide high quality collection, annotation and relevance services to enhance search accuracy, eliminate irrelevant results and increase conversion rates to deliver a seamless and intuitive journey for your guests.

Search result evaluation
Related result evaluation
Search query categorization
Mapping and Point of Interest (POI) validation services
Data collection and annotation in 500+ languages and dialects

Improving search relevance for a fast-growing unicorn

Learn how TELUS International classified over 200,000 search queries for a leading online travel company which provides a one-stop platform for a range of ticketing services including flights, accommodation and attractions.

Download the case study

Soar to new heights

Speak with a member of our travel and hospitality team today.

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Proven formula for results

See how the Culture Value Chain can transform your customer experience organization.

Experience the Culture Value Chain