Contact center services for airlines, hotels, OTAs, cruise lines, car rental, and travel management companies. Disruption surge response within 72 hours. Tenured agents who retain loyalty program knowledge, rebooking authority, and guest history. QEval measures every interaction. PCI DSS Level 1 on every payment.
What travel and hospitality operators actually tell us
Peak seasons and disruption events collide with loyalty program complexity and PCI requirements on every transaction. Airlines need agents who can rebook across codeshare partners. Hotels need agents who understand tier benefits and property-level policies. OTAs need PCI DSS Level 1 on every booking change. Cruise lines need multilingual support across time zones. The BPO that staffs travel programs needs to hold all of these at once without resetting the knowledge base every time attrition cycles the team.
We triple call volume between Thanksgiving and New Year. Our current BPO takes eight weeks to ramp. By the time agents are trained, the season is half over. We need a partner that can staff a disruption event and a peak season without retraining from scratch every cycle.
VP Contact Center Operations, US Airline
A loyalty member calling about a missed upgrade or a points dispute is not a Tier 1 call. The agent needs to understand the program tiers, the property relationship, and the guest history. A six-month hire reads from a script and the guest calls back. That second call costs more than the upgrade.
Director Guest Experience, Global Hotel Group
Every rebooking is a payment transaction. Every cancellation is a refund. Every change fee runs a card. We need PCI DSS Level 1 from the BPO, not a promise that they are working toward it. Our fraud team audits the call recording environment quarterly.
Head of Trust and Safety, Online Travel Agency
Where our travel and hospitality programs live
Every program below runs under QEval 100% interaction coverage, PCI DSS Level 1 payment controls, and the same tenure and training discipline that produces under 5% monthly attrition across Etech programs. Scorecards are written to the client's CSAT, NPS, and loyalty targets.
Inbound and outbound reservation handling across voice, chat, and email. Fare rules, availability, room types, rate codes, and package builds. Agents trained on GDS, PMS, and OTA-specific booking engines.
Policy-compliant cancellation workflows with refund processing, change fee application, and alternative itinerary construction. PCI DSS Level 1 on every payment transaction. QEval scores every rebooking interaction for guest satisfaction and compliance.
Tier inquiries, points disputes, redemption support, elite status matching, and upgrade processing. Agents retain program-specific knowledge across tiers and partner networks. Loyalty save rate measured on every retention-eligible contact.
72-hour surge activation for weather events, system outages, carrier cancellations, and operational disruptions. Proven playbook from insurance CAT surge programs. Voice AI absorbs status inquiries. Tenured agents hold rebooking and guest recovery.
Pre-arrival coordination, special requests, accessibility accommodations, local recommendations, and in-stay support. Multilingual capability through ETSLabs Speech AI across 35 languages.
Post-trip billing inquiries, refund adjudication, credit card dispute support, and folio reconciliation. PCI DSS Level 1 controls on every financial transaction. Auto-redaction at point of capture.
Meeting planner coordination, corporate rate management, group block handling, and travel policy enforcement. Dedicated queues for corporate accounts with separate SLAs and scorecards.
Outbound CSAT surveys, service recovery calls, review response coordination, and win-back campaigns. Champion-Challenger scripting in production on retention and recovery programs.
Travel disruption response
Weather events, system outages, and carrier cancellations do not wait for an eight-week ramp. The disruption playbook below was developed on insurance CAT surge programs that activated 924 agents in 72 hours during Hurricane Milton with a 99.79% answer rate. The same activation model applies to travel disruption: pre-vetted agents, QEval from hour one, Voice AI on status intents, and tenured specialists on guest recovery.
Phase 1: Hours 0 to 24
Phase 2: Hours 24 to 72
Phase 3: Post-event
The handoff inside the disruption
Voice AI absorbs flight status, hotel availability, and basic rebooking. Tenured agents hold the loyalty retention call, the complex multi-segment itinerary, and the guest recovery conversation. The travel brand does not pay for a human on a status check. The guest gets a human on the decisions that determine whether they book again.
Operating capabilities
These are not projections. They are the operating parameters across active Etech programs, measured by QEval and verified through SOC 2 Type II attestation.
What travel compliance teams actually check
Travel contact centers handle payment card data on nearly every interaction. Booking changes, refunds, cancellation fees, and loyalty redemptions all trigger PCI scope. Add GDPR for international travelers, DOT consumer protection rules for airlines, and ADA accessibility requirements, and the compliance surface for a travel BPO is broader than most industries.
PCI DSS Level 1
Service Provider scope. Covers all payment card transactions for booking changes, refunds, cancellation fees, loyalty point redemptions, and in-stay charges. Auto-redaction at point of capture.
SOC 2 Type II
Security, availability, and confidentiality attested annually across every US, Jamaica, and India delivery center. One unified control environment.
GDPR
Controls built for international travelers. Data subject access requests, right to erasure, and cross-border transfer protections under Standard Contractual Clauses.
CCPA and CPRA
California privacy law controls built into the point of capture. Consumer requests, opt-outs, and deletion workflows handled within statutory windows.
ADA and WCAG 2.1 AA
Accessible communication for guests with hearing, speech, and mobility needs. Relay services supported. Customer-facing interfaces aligned to WCAG 2.1 AA.
DOT consumer protection awareness
Agent training on Department of Transportation consumer protection rules for airline refunds, cancellation rights, tarmac delays, and denied boarding compensation.
MBE certified
Supplier diversity tier 1 and tier 2. Minority-owned and minority-and-women-owned business certifications current.
Twenty-two years of continuous regulated operations. Zero compliance breaches. PCI DSS Level 1 certified as a Service Provider. SOC 2 Type II attested. That is the operating record. The certifications are the documentation behind it.
Live attestations on trust.etechgs.com →The loyalty asset nobody measures
A loyalty member calling about a missed upgrade, a points dispute, or a disruption rebooking expects the agent to know the program. Tier thresholds, partner earn rates, property-level policies, and rebooking authority are not things that transfer in a two-week training class. When the BPO turns over 30 to 45 percent of its team annually, loyalty program knowledge walks out the door every quarter. The guest calls back, gets a different answer, and the brand absorbs the cost of both the second call and the lost confidence. Under 5 percent monthly attrition means the agent on the loyalty call has been on the program long enough to know the answer without a script.
Monthly attrition
Under 5%
Average agent tenure
6.3 years
Years without a compliance breach
22
QA coverage per program
100%
Loyalty program knowledge retention
Tenured agents, not re-trained seasonal hires
PCI DSS certification
Level 1, Service Provider scope
Monthly attrition
3 to 5% (30 to 45% annualized)
Average agent tenure
Under 12 months
QA coverage per program
2 to 5% sample
Peak-season staffing
8-week ramp, re-trained each cycle
Loyalty program expertise
Lost with each turnover cycle
PCI compliance posture
Varies by site and subcontractor
The handoff
Flight status and booking confirmations belong to Voice AI. The loyalty retention call, the complex rebooking, and the guest recovery conversation belong to tenured agents who know the program, the guest, and the property.
100% visibility for travel and hospitality
When guest satisfaction declines after a disruption event or a loyalty program change, sampling gaps are the first place the answer hides. QEval reviews every call, every chat, every email across every travel program. Rebooking success rate, loyalty save rate, and PCI compliance adherence are scored on every interaction. Coaching prompts route automatically. That is what 100 percent coverage produces when the scoring engine is configured for travel operations.
Guest sentiment tracking
Every interaction scored for guest sentiment. Frustration, urgency, and loyalty risk detected in real time across voice and text.
Rebooking success rate
Every rebooking interaction measured for completion rate, guest satisfaction, and time to resolution. Coaching routes from findings to supervisors.
Loyalty save rate monitoring
Retention-eligible contacts tracked from offer to outcome. Champion-Challenger script variants compared in real time. Save rate reported by tier, reason, and agent.
PCI compliance adherence
Every payment transaction monitored for PCI compliance. Auto-redaction verified. Card data handling deviations flagged and routed to QA the same day.
Speech analytics for travel
Travel-tuned language models. Airline codes, hotel property names, loyalty tier terminology, and fare class references captured accurately for scoring.
Next-best-action
CoPilot surfaces the right offer, the right rebooking option, and the right loyalty recovery gesture in real time. Agents act on data, not instinct.
QA score lift
within 90 days on active programs. Not a quality monitoring tool. A performance management platform.
What travel programs look like on this model
These are illustrative program profiles built on the same operating model that runs across Etech's active industry programs. Each one applies the same principles: tenured agents, the client's scorecards, QEval on every interaction, and Voice AI on the routine so that people hold the retention moments.
What this program looks like: 12 properties, reservations, concierge, and post-stay follow-up
A hotel group running guest services across a dozen properties with inconsistent quality between third-party answering services and in-house teams. Consolidated onto one Etech operating model with dedicated queues per property group, QEval on every interaction, and tenured agents trained on each property's loyalty program and policies. Coaching frequency lifted through 100 percent coverage. Guest satisfaction measured per property and per agent.
What this program looks like: holiday surge, Voice AI deflection, PCI-compliant rebooking
An OTA that triples volume between June and August and again from November through January. Previous BPO required eight-week ramp each cycle. Etech pre-positions trained agents using the 72-hour activation model. Voice AI handles booking status, itinerary retrieval, and basic cancellation policy inquiries. Tenured agents hold complex rebookings and refund disputes. QEval maintains scoring consistency across base and surge agents from day one.
What this program looks like: loyalty tier inquiries, retention saves, upgrade processing, partner redemptions
A loyalty program where members calling about points disputes, missed upgrades, or tier status were handled by a rotating pool of generalist agents. Etech deployed a dedicated loyalty queue staffed with tenured agents trained on tier thresholds, partner earn rates, and redemption rules. Champion-Challenger scripting tested retention offers. QEval measured save rate on every retention-eligible contact. Loyalty program knowledge stayed on the team instead of walking out with quarterly attrition.
Run. See. Build. Applied to travel and hospitality.
Most travel BPOs offer one of these. A few offer two. The value of the full stack lives in the handoff: guest interaction findings that flow into script redesign, script redesign that flows into Voice AI and automation, automation that protects tenured-agent capacity for the loyalty call, the disruption recovery, and the guest complaint.
Reservations, loyalty program services, disruption response, concierge, billing, and post-stay recovery. Direct accountability for hiring, training, tenure, ramp, and throughput. Servant-leadership management model. Dedicated teams, not rotated shared floors. Under 5% monthly attrition keeps loyalty program knowledge on the team.
QEval 100% interaction coverage. CSAT, NPS, loyalty save rate, and rebooking success scored call by call. PCI compliance adherence verified on every payment transaction. Champion-Challenger script performance side by side in real time.
ETSLabs. 250+ engineers. Proprietary LLM. Voice AI in production for booking status, itinerary retrieval, and cancellation policy inquiries. Speech AI for multilingual guest support across 35 languages. 30 to 90 day deploy. Zero vendor lock-in.
Delivery footprint for travel programs
Travel runs 24/7/365. Loyalty calls and disruption events do not observe business hours. US onshore handles regulated work and loyalty retention. Nearshore absorbs steady-state reservations and guest services in US time zones. Offshore carries back-office, billing reconciliation, and round-the-clock coverage.
US onshore headquarters
Five Texas sites. Anchor delivery for loyalty programs, disruption response, and regulated work requiring US-resident staff. PCI DSS Level 1 certified. 2,400+ seats across Nacogdoches, Rusk, Lufkin, Palestine, and San Angelo.
Nearshore
English-native nearshore delivery for reservations, guest services, and Tier 1 support in US time zones. Hospitality is a natural fit for Jamaica's tourism-experienced workforce.
Offshore and AI lab
24/7/365 back-office processing, billing reconciliation, and ETSLabs engineering. SOC 2 attested controls. Speech AI for multilingual guest support development.
Continuity is an operating choice
Travel programs depend on continuity. Loyalty program knowledge, property-specific policies, fare rules, and GDS expertise take months to build and seconds to lose when attrition cycles the team. Etech is privately held, founder-led, and has carried the same compliance record since 2003. The team that starts your program is the team that runs your program.
Tell us about your travel program
We will come back with a staffing model and a QEval configuration. A travel operations lead, not a sales coordinator, will walk through your numbers and send a concrete point of view inside one business day. Call us directly at 936-559-2200.
