Travel and Hospitality

Managing highly differentiated customer experience for


in Top 5 Airlines

in Top 5 Hospitality Brands

in Top 5 Travel Companies

First Contact Resolution
Sales Conversion for Contact Center
Increase in C-SAT

The Travel and Hospitality industry has transformed due to the dynamic traveler demands, increased competition, digital technologies and social media. In the face of growing competition companies need an experienced partner who can help understand the nuances of the business and offer innovative solutions.

IGT’s deep travel industry experience helps organizations drive business value and growth. With the right integration of cutting-edge technology, provision of multi-lingual localized support, integrated social media, automation-based customer engagement processes and usage of data analytics for service differentiation, IGT enables Airlines, Hotels, OTAs/TMCs and Travel Tech companies provide an enhanced customer experience.

Service offerings for Travel and Hospitality

Digital Transformation And Automation

CX Services

  • Sales and Reservation
  • Claims & Refunds
  • Queues Management
  • Customer Service
  • Loyalty Management
  • Baggage Helpdesk
  • Crew Helpdesk
  • Content Management
  • Rate Parity
  • Technical Helpdesk
  • Fare Filing
Digital Transformation And Automation


  • Social Media Management
  • Conversational Automation (Chatbots/Voicebots)
  • Industry-focused Automation
  • Data and Analytics
  • Intelligent Video Analytics
  • Omni-channel CRM
Digital Transformation And Automation


  • Service and Experience Management
  • Application Development & Maintenance (ADM)
  • Intelligent Testing
  • DevOps
  • IT Consulting
  • Product Re-engineering
  • System Integration
  • Legacy Systems
  • Core Applications

Comprehensive Offerings

BPM services

CX Services

Providing differentiated omnichannel customer experience to meet growing demand of todays' consumers

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Employing AI & ML in analyzing, interpreting and forecasting data to personalize each customer’s journey

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Delivering robotic process automation, chatbots and voicebots to bring in process excellency and cost efficiency

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Digital Solutions

Digital Engineering

Leveraging mobile, social media with new age technologies to enhance digital customer’s experience

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Delivering Results

  • 12% increase in revenue per call

  • 20% increase in CSAT scores

  • 20% increase in FTE efficiencies through RPA

  • 30% effort reduction in customer queries through AI/ML and NLP powered Chatbot

IGT Travel School

Our distinctive approach for developing in-house travel trained CX Experts helps us in delivering agile & scalable solutions along with superior customer experience.

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