Scale Your Travel & OTA Customer Support While Cutting Costs by 40-60%
Hand off disruption rebooking, itinerary changes, and refunds to our dedicated omnichannel support agents and CX specialists in South Africa.
PCI Compliant | ISO 27001 Security | Amadeus & Sabre Native | DOT/EU261 Aware
What is Travel & OTA Customer Support Outsourcing?
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Travel customer support outsourcing means delegating high-volume booking tasks, ticketing, and customer service to a specialized offshore team. Usually, outsourcing means saving money but annoying stressed travelers with clunky, frustrating service. We fixed that.
We Speak Your Language:Â Our teams in South Africa speak clear, native English (with French-Canadian and others on request). Your travelers won't know they are talking to an overseas team.
We Know Travel & GDS:Â We don't just hire untrained "call center agents." We hire staff natively trained in complex ticketing workflows and GDS architecture (Amadeus, Sabre, Travelport).
We Work Your Hours:Â Our day overlaps with yours. We offer full US/UK/CA time zone coverage, 24/7/365, to handle peak travel surges and unexpected disruptions (IRROPS) immediately.
Afrishore’s travel support team is trained on GDS platforms including Amadeus, Sabre, and Travelport, enabling agents to action itinerary changes, fare queries, and rebookings directly without requiring client-side system access or screen-share supervision. For OTAs, agents handle the full support queue: booking modifications, supplier payment disputes, refund processing, and post-travel complaints – at the contact volumes OTAs experience during peak seasons or disruption events without requiring in-house seasonal hiring. South African travel agents deliver an average 18% higher CSAT than equivalent offshore locations, according to BPESA and InvestSA benchmarking data.
Start in Just 4 Weeks. Zero Operational Risk.
Fit & Scope
Confirm CX channels, volume KPIs (rebooking turnaround, CSAT), required tools, and geographies.
Discovery & Runbook
We map your queues, disruption flows, and DOT/EU261 policies. We publish Runbook v1 (scripts, QA metrics, reporting) for your executive approval.
Compliance & Access
We set up SSO, least-privilege access, region-aware recording consent, and secure our PCI payment procedures (pause/masked entry protocols).
Pilot & Go-Live
We stand up a 5-10 FTE pilot pod, route limited volume, operate daily with rapid defect fixes, and only scale once KPIs are hit for two consecutive weeks.
Scale & QBR
Increase volume/FTE while holding KPIs rigid. We deliver monthly executive packs and quarterly roadmaps for new markets and automation.
What You Can Expect
Rebooking time ↓ via structured disruption playbooks and warm transfers where needed.
Repeat contacts ↓ thanks to milestone-based traveler updates and clear next-step checklists.
CSAT ↑ with calmer, clearer conversations and fewer hand-offs.
Multilingual options (EN-led; FR-CA and others on request) with US/UK/CA time-zone coverage.
We Log In to Your Systems. No IT Rip-and-Replace.
You don’t need to rebuild your infrastructure. Afrishore agents work natively inside your CX platform, GDS platforms, and payment gateways via secure, audited connections.
- Secure Payments & PCI:Â We guide payments while ensuring card data is never handled in the clear (using pause/IVR/masked entry). We maintain exact, audit-ready logs.
- Strict Regulatory Compliance:Â We enforce DOT/EU261/UK261-aligned messaging for disruptions, ensuring compensation eligibility is handled perfectly.
- Seamless Access:Â 100% SSO deployment with least-privilege by role. Data never leaves your servers. Field redaction is deployed wherever supported.
