Travel mid-office operations and fulfillment consist of various agent-driven business processes, especially for GDS/air travel. Travel agencies are constantly challenged, by information integration and business process automation across software systems.
- Need of agents for GDS/air travel operations in order to be informed about PNR QC, ticketing, schedule changes, cancellations, void bookings, exchanges, refunds, fraud checks and invoicing. Every aspect requires agents to work through the GDS and keep customers happy. With reducing margins, this human cost is impacting profitability worldwide.
- Keeping customers informed during their travel life-cycle is challenging. Customer service is expected to be aware of every change affecting the trip / PNR like ticket issues, schedule changes, seat changes, voids, cancellations and payment issues. Agents must inform customers the moment these changes happen, failing to do so results in unhappy customers.
- The divide between online and offline often results in travel booking engines displaying incorrect information as there are a high number of changes made by agents, airlines, hotels, customers and CRS outside the booking engine. Showing customers incorrect information when they must see the most up-to-date status is a sure recipe for unhappy customers.
- Speed of service is of utmost importance, with the information age it is not only critical but expected. Customers today, expect their tickets within moments of booking their travel tickets, as against the outdated practice, where customers would wait to receive their tickets within 24 hours as was the norm few years back.