Industries
Travel customer experience solutions built for seamless journeys
Probe CX delivers scalable travel customer experience solutions that help travel, tourism and hospitality organisations improve service speed, customer trust and operational efficiency across every stage of the journey.
Built for responsive travel and hospitality customer service
Probe CX helps travel and hospitality organisations manage complex, high-volume customer operations with the scale, technology and human expertise needed to support customers before, during and after their journey.
From booking enquiries and itinerary changes to cancellations, loyalty support and disruption management, our delivery model is designed to improve customer service travel and tourism while supporting cost efficiency, service continuity and customer loyalty.
Our approach to CX travel and hospitality combines trained customer support teams, AI-assisted workflows, omnichannel engagement and flexible workforce models to help brands manage bookings, disruptions, enquiries, loyalty support and high-volume seasonal demand.
A core part of that model is our people. Probe CX recruits to a high standard, builds strong team cultures and immerses our people in each client’s brand, values, products, compliance expectations and customer promise. This allows our teams to operate as a seamless extension of your organisation, not a disconnected outsourced function.
Omnichannel customer support capability
Disruption-ready support models
AI-assisted service operations
Scalable workforce delivery
45+ years of operational experience
Citizen experience and contact services
Multi-channel citizen engagement that scales
Probe CX designs and operates citizen-facing support services across voice, email, web chat, messaging, social and self-service channels.
Our teams help agencies manage high enquiry volumes, complaints, service applications, public information needs and citizen support programs with clarity, empathy and consistency.
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Government contact centre services
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Citizen enquiry handling
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Inbound and outbound communications
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Complaints and escalation support
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Public information support
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Case and application support
What we do for travel and hospitality
Probe CX helps travel, tourism and hospitality organisations deliver more responsive, connected and efficient customer experiences across the full journey.
Customer service and contact centre support
We manage high-volume enquiries across voice, email, chat, messaging, social and digital channels with speed, accuracy and care.
Booking and itinerary assistance
We support customers with reservations, booking changes, cancellations, confirmations, documentation and service information.
Disruption and rebooking support
We help organisations manage customer communications during delays, cancellations, missed connections, weather events and operational disruption.
Loyalty and member support
We assist customers with points, rewards, benefits, account enquiries, upgrades, service recovery and retention programs.
Digital and self-service support
We help customers navigate apps, portals, booking engines and self-service tools to improve adoption and reduce avoidable contact.
AI-assisted travel operations
We use AI to improve routing, knowledge access, conversation insights, quality monitoring and agent productivity.
Complaints and escalation management
We manage complex or sensitive customer issues through structured workflows, trained teams and brand-safe communication.
Scalable workforce delivery
We provide flexible onshore, offshore and blended teams to help manage seasonal peaks, disruption events, overflow and 24/7 support needs.
How we deliver
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Citizen experience and contact services
Multi-channel citizen engagement that scales
Probe CX designs and operates citizen-facing support services across voice, email, web chat, messaging, social and self-service channels. Our teams help agencies manage high enquiry volumes, complaints, service applications, public information needs and citizen support programs with clarity, empathy and consistency.
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Government contact centre services
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Citizen enquiry handling
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Inbound and outbound communications
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Complaints and escalation support
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Public information support
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Case and application support
Why travel and hospitality organisations are transforming customer experience
Travel and hospitality customer experience is shaped by convenience, confidence and trust. Customers expect easy booking journeys, fast support, clear communication and human assistance when plans change.
At the same time, travel and tourism organisations are managing seasonal demand, complex booking systems, service disruptions, staffing pressure, rising customer expectations and the need to reduce operational costs without weakening service quality.
Modern CX travel and hospitality programs help organisations create more connected, efficient and customer-centred service operations.
A strong travel CX model can help organisations:
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Improve response and resolution times
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Reduce service friction across booking and post-booking journeys
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Increase digital adoption and self-service use
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Provide clearer communication during delays and disruption
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Improve loyalty, retention and repeat bookings
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Reduce cost-to-serve through AI, automation and better workflows
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Strengthen brand trust through consistent, empathetic service
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Scale support during peak travel periods and unexpected events
For travel and hospitality leaders, customer service is not just a support function. It is a critical part of revenue protection, customer loyalty and long-term brand value.
AI-assisted travel and hospitality customer operations
Human-led, AI-assisted and journey-focused
AI can improve travel customer service when it is designed around real customer, operational and commercial outcomes.
Probe CX uses AI to augment customer service teams, streamline workflows and improve visibility across customer operations. The goal is faster service, better consistency and lower cost-to-serve without losing the human judgement required for disruptions, complaints and complex travel needs.
These capabilities help improve communication, reduce manual effort and support stronger travel and hospitality customer experience at scale.
Our AI-assisted capabilities can include:
Digital travel customer experience
Connected digital support across every service channel
Customers increasingly expect to plan, book, manage and update travel through digital channels. They want to check booking details, receive updates, resolve issues and access support without unnecessary friction.
Probe CX helps organisations deliver connected digital travel experiences across apps, portals, booking engines, chat, messaging, email, social and assisted digital support.
This helps travel and hospitality brands reduce repeat contact, improve digital adoption and create more consistent service experiences across every customer journey.
Our digital travel CX capability can include:
People, culture and brand immersion
Travel and hospitality teams that feel like your own
Probe CX’s people are one of our greatest strengths. We recruit to a high standard, train deeply and build stable, engaged teams who understand the pace, emotion and service sensitivity of travel and hospitality customer experiences. Our teams are immersed in each brand’s tone of voice, service standards, systems, customer promise and operating rhythm, so every interaction feels informed, empathetic and aligned to the experience customers expect.
Where required, Probe CX can also support the transition of existing customer service teams with care and structure, preserving brand knowledge, customer context and service continuity while strengthening coaching, governance and performance management. This people-first approach helps travel and hospitality organisations reduce disruption, protect service quality and build culturally aligned teams that operate as a seamless extension of the brand.
Travel customer support and contact services
Customer service for travel and tourism
Probe CX delivers customer service travel and tourism support that helps organisations manage everyday enquiries, complex changes and high-volume customer demand across multiple channels.
Our teams provide accurate, empathetic and efficient support while protecting customer confidence and brand reputation during moments that often carry high emotional value.
This helps travel organisations improve customer experience while reducing pressure on internal teams.
Our travel and hospitality support services can include:
Disruption, loyalty and service recovery
Customer service that protects trust when plans change
In travel and hospitality, the most important customer moments often happen when something goes wrong. Delays, cancellations, booking errors, refunds and service disruption can quickly affect customer trust and loyalty.
Probe CX helps organisations deliver responsive, empathetic and structured support during high-impact service moments.
This ensures travel customer experience is handled with care, consistency and commercial awareness.
Our disruption and service recovery support can include:
Customer service BPO for travel industry operations
Scalable support for high-volume travel environments
Travel demand can shift quickly due to seasonality, campaign activity, major events, weather disruption, operational incidents and global travel changes.
Probe CX provides customer service BPO for travel industry organisations that need flexible, scalable and brand-safe support across complex customer journeys.
This gives travel and hospitality organisations the flexibility to maintain service continuity and customer confidence during both normal operations and peak events.
Our travel and hospitality delivery capability can include:
Outcomes travel and hospitality organisations achieve with Probe CX
Probe CX helps travel, tourism and hospitality organisations improve customer experience, operational efficiency and service resilience through human-led, AI-assisted service delivery.
Faster
resolution
Smart routing, trained teams and connected channels help customers reach the right support faster.
Better disruption
communication
Clearer updates and scalable support help customers navigate cancellations, delays, itinerary changes and service issues with less friction.
Reduced
cost-to-serve
Automation, self-service and flexible workforce models help reduce operational pressure while maintaining service quality.
$5.1
Saved
Credit management and bad debt reduction
An energy and gas retailer achieved approximately $5.1 million in total savings, made up of around $1.9 million in credit and collections savings and a $3.2 million reduction in bad debts.
50
Reduction in manual QA
Automated quality management for a major energy operator
A major energy operator reduced manual quality assessment effort by up to 50% after implementing automated quality management within its existing Genesys technology stack.
26
Lower average call handling time
Knowledge management system optimisation
The energy retailer also achieved a 26% reduction in average call handling times through knowledge management system optimisation, helping improve consistency and service efficiency.
Modernising citizen support operations
Probe CX helps public sector organisations modernise citizen support by connecting people, technology and process into a more efficient and cost-effective operating model.
Through secure service delivery and scalable workforce capability, governments can improve responsiveness, reduce pressure on internal teams and deliver more accessible support across channels.
Achieve the metrics that matter
No matter whether a government agency or blue-chip company partners with us, we create real business impact.
-43
Average handling time
Retailer transforms contact centre into digital-first experience centre driven by automation.
+$9
In annual revenue
Strategic sales program results in an airline exceeding its sales targets 21 months running.
+75
Efficiency gains
Interactive voice response deployment greatly cuts wellness group’s manual handling.
Supporting travel and hospitality organisations across every journey
Probe CX supports organisations across different travel, tourism and hospitality service environments.
Airlines and aviation
Support customers with bookings, cancellations, rebooking, baggage enquiries, loyalty programs and disruption communications.
Hotels and accommodation
Assist guests with reservations, changes, service enquiries, loyalty support, complaints and post-stay feedback.
Travel agencies and tour operators
Manage booking enquiries, itinerary support, documentation, payment questions and customer service recovery.
Online travel platforms
Support customers across digital booking journeys, account assistance, cancellations, refunds and supplier communication.
Tourism and attractions
Assist customers with ticketing, bookings, accessibility enquiries, event changes, group enquiries and service updates.
Cruise and transport-linked travel
Support customers across itinerary changes, disruption updates, documentation, excursions and journey coordination.
Travel
Shape memorable experiences with 24/7 automated support to manage complex bookings and journey disruptions.
Mining
We offer advanced data-driven solutions focused on process optimisation, resulting in a competitive advantage.
Transport & Logistics
Streamline operations and the customer journey to increase customer satisfaction with proactive exception management.
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Frequently asked questions
What is government customer experience?
Why is CX important for government organisations?
What are government CX operations services?
How can AI improve government customer services?
How do government agencies improve citizen engagement?
What should public sector organisations look for in a CX partner?
How does Probe CX support secure and accessible government service delivery?
Explore other
industries we serve
Probe CX supports organisations across industries where trust, accessibility, scale and operational resilience are critical.
BFSI
Increase responsiveness, proactively manage risk and create long-term relationships while preserving trust.
Government
Our experts implement efficiencies that support improved citizen engagement and trust with government services.
Healthcare
We help ensure equitable patient experiences and streamline service delivery with reduced operational cost.
Telecommunications
We help telcos effectively handle high volumes, ensure fast issue resolution and reduce customer churn.
Energy & Utilities
Drive self-service adoption to reduce cost-to-serve, while digital agents manage peak demand and service outages.
Retail & Ecommerce
Partner with us to retain customers and drive loyalty with experiences that contribute to revenue growth.
Travel
Shape memorable experiences with 24/7 automated support to manage complex bookings and journey disruptions.
Mining
We offer advanced data-driven solutions focused on process optimisation, resulting in a competitive advantage.
Transport & Logistics
Streamline operations and the customer journey to increase customer satisfaction with proactive exception management.
Frequently asked questions
What is travel customer experience?
Travel customer experience refers to how customers engage with travel and hospitality organisations across the full journey, from search and booking through to travel, service disruption, post-trip support, loyalty and feedback.
What does CX travel and hospitality include?
CX travel and hospitality can include contact centre support, digital service, booking assistance, disruption communication, complaint handling, loyalty support, rebooking, refunds, customer updates and post-stay or post-trip engagement.
What is customer service travel and tourism?
Customer service travel and tourism refers to the support provided to travellers, guests and customers across booking, itinerary, payment, service updates, complaints, loyalty and disruption-related enquiries.
Why outsource travel customer support?
Organisations use travel customer support outsourcing to improve scalability, reduce cost-to-serve, access trained support teams, manage seasonal peaks, extend service hours and improve customer experience across channels.
What is customer service BPO for travel industry organisations?
Customer service BPO for travel industry organisations involves partnering with a specialist provider to manage customer support operations, including enquiries, bookings, cancellations, refunds, disruption support and digital service assistance.
How can AI improve travel customer experience?
AI can improve travel customer experience by supporting smart routing, agent assistance, automated updates, conversation analytics, knowledge management, quality monitoring and workforce optimisation.
How does Probe CX support travel and hospitality customer experience?
Probe CX supports travel and hospitality customer experience through trained teams, AI-assisted operations, omnichannel engagement, flexible workforce scaling, disruption support and performance optimisation.
