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Travel and Hospitality

Transforming travel and hospitality experience with mobility CX solutions that drive loyalty 


Startek empowers airlines, hotel chains, OTAs, and luxury providers to deliver frictionless customer journeys, manage disruptions, grow loyalty and reduce cost-to-serve across 14+ languages and 4 global locations. 

Talk to a Travel CX expert

Why CX matters more than ever in Travel & Hospitality 

73% of travelers say customer experience influences repeat booking 

1 in 3 leisure travelers switch providers after a poor service interaction 
87% of travelers now expect digital-first support 
60% of travel complaints are preventable with proactive outreach 
Flight changes, cancellations, loyalty expectations, and refunds have all increased post-pandemic 

Startek Travel & Hospitality CX capabilities 

Lead generation and conversion

Vacation packages, upgrades, travel insurance

Pre-trip assistance, itinerary planning

Reservation changes, ticketing, fare optimization

Dynamic promotions and digital offers

OTA and metasearch integration

Omnichannel customer support (voice, chat, email, messaging)

Voids, cancellations, changes, refunds

Flight confirmations and travel status

Complaint handling and escalation

Back office, document management

Real-time alerts via SMS, email, chatbot

Pre-flight delay, cancellation, rescheduling communication

Last-minute changes: taxi, lounge, rebooking

Airport standby queues, gate-change notices

Proactive agent outreach to reduce complaints and anxiety

Loyalty program support (enrollment, tier upgrades, rewards redemption)

Welcome campaigns

Win-back and post-trip feedback journeys

CSAT surveys and escalation loop closure

White-glove member services + concierge resolution desk

Claims validation and payout processing

Payment assistance + fraud verification

Refund turnaround SLA enforcement

Luggage, travel insurance and missed connection processing

Document digitization + multilingual claim handling

Tier 1–2 support for apps, portals, APIs

Booking engine troubleshooting

Content management (Amadeus, Navitaire, Worldspan)

Platform transition support for hotel chains, carriers, and OTAs

Results delivered for global brands

▲ 0 %

improvement in hotel and air sales

▲ 0 %

improvement in First Response Time (FRT)

▲ 0 %

improvement in product conversion 

▼ 0 %

reduction in turnaround time 

▲ 0 %

improvement in service level (voice) 

▼ 0 %

reduction in Average Handling Time (AHT) 

▲ 0 %

improvement in service level (chat) 

▲ 0 %

improvement in call back rate

▲ 0 %

improvement in service level (email) 

▲ 0 %
improvement in call quality 

Who we serve

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Where and how we deliver

Delivery locations

  • India

  • Sri Lanka

  • US

  • Australia 

    • Languages

    English

    Spanish

    Hindi

    French

    Vietnamese

    Arabic

    Malay

    Tamil

    Channels

    Voice

    Chat

    Email

    WhatsApp

    SMS

    Social

    In-App

    IVR

    AI + platform power for resilient guest journeys 

    Startek GPT

    Proactive alerts + journey summarization 

    Agent Assist

    Itinerary management + empathy scripting 

    Journey Analytics

    Delay recovery + guest churn risk detection 

    AQM

    100% DSAT scrub + real-time QA 

    CPaaS

    Omnichannel booking, refund and support flows 

    Gamification

    Agent ramp-up 25% faster in peak seasons 

    What our clients say 

    Success story

    “Startek gave us not just agents, but journey resilience, multilingual scale and personalized guest loyalty.” 


    — VP of Ops, Leading Asia-Pacific Airline

    “Complaint handling is now a value moment, not a risk.” 

    — Director, Global OTA

    Delight your guests. Empower your travelers. Transform disruption into loyalty. 
    Schedule a strategy session

    About Us

    Vision, mission and values

    Leaders

    Corporate social responsibility

    Awards and recognition

    DEI

    Solutions

    Omnichannel Contact Center Tech

    Sales & Revenue Generation

    Customer Service Outsourcing

    CX Analytics & Consulting

    Intelligent Automation & Self-Service

    Agent Experience Solutions

    Trust, Safety & Content Moderation

    AI-Powered Solutions

    Accent and Language Adaptation AI Solutions

    Generative & Agentic AI for Customer Service

    Workforce Intelligence AI

    Predictive Journey Analytics

    Fraud Detection and Risk Management AI

    Conversational AI and Voicebots

    Agent Assist and Co-Pilot

    Industries

    Banking & Financial Services

    Healthcare & Life Sciences

    Retail & eCommerce

    Telecom & Cable

    Travel & Hospitality

    Gaming & Media

    Utilities & Energy

    Contact us

    • 4610 South Ulster Street Suite 150 Denver, CO 80237

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