- Industries
Travel & Tourism CX Built for Disruption, Not Scripts
Airlines, OTAs, and travel operators choose Nakama Tech when customer experience must hold together during disruption — not just when things go to plan.
From peak-season surges to last-minute cancellations and schedule changes, we operate CX environments designed for urgency, empathy, and fast resolution across channels.
CX Challenges
for Travel & Tourism Brands
Weather events, system outages, strikes, and schedule changes drive instant call spikes. Most providers can’t scale quickly without sacrificing tone or accuracy.
We deliver surge-ready CX teams supported by real-time WFM, supervisor coverage, and playbooks designed for disruption scenarios — keeping service levels stable when volumes double or triple.
Travel issues are emotional. Long waits, inconsistent answers, and poor empathy turn delays into brand damage.
Our agents are trained for high-stress interactions, combining clear policy communication with empathy-led handling that reassures customers while resolving issues fast.
Delays in rebooking, compensation, or refund processing drive repeat contacts and chargebacks.
We streamline these workflows with clear escalation paths, system familiarity, and back-office alignment — reducing repeat calls and improving first-contact outcomes.
Customers move between voice, chat, email, and messaging apps during a single journey. Fragmented support creates confusion and duplication
We deliver consistent, multichannel CX with unified handling standards so customers get the same answer, regardless of channel.
What We Deliver
Our Differentiators
in Travel & Tourism CX
Empathy-trained agents experienced in high-stress interactions.
Right-shored talent with near-native language clarity.
Complete multichannel coordination across the full customer journey.
Surge-ready delivery model built for peak travel periods.
Clear disruption playbooks for fast, consistent responses.
Transparent reporting during live incidents.
Featured Case Study:
Regional Travel Services Provider
Stabilising CX During High-Volume Travel Disruption
A regional travel services provider handling flight bookings, itinerary changes, and passenger support was struggling to maintain service quality during peak travel periods and disruption events.
Weather-related cancellations, rolling schedule changes, and high volumes of refund and rebooking requests triggered sudden contact surges. Internal teams were quickly overwhelmed, wait times spiked, and customers received inconsistent guidance at the moments they needed clarity most.
By partnering with Nakama Tech, the provider introduced a surge-ready, multichannel CX operation built for disruption. The new model absorbed unpredictable volume, standardised responses across channels, and restored confidence for both customers and internal teams during critical travel incidents.
What We Delivered
- A surge-response CX structure designed specifically for disruption-driven contact spikes
- Disruption playbooks covering rebooking, refunds, and passenger guidance during rolling incidents
- Channel coordination rules to prevent customers receiving conflicting information across voice and digital touchpoints
- Real-time queue monitoring with supervisor authority to rebalance capacity during live events
- Post-incident performance reviews to refine handling standards for future disruption scenarios
Why This Matters
In travel, customers judge brands by how they are treated when plans break down. Poor handling during disruption turns one incident into long-term churn.
Nakama helps travel brands recover faster by delivering calm, consistent, and policy-aligned CX when customers need it most — protecting loyalty, not just closing tickets.
Results at a Glance
Faster Response Times During Disruption
Shorter queues and quicker answers during weather events and schedule changes.
Reduction in Repeat Contacts
Clearer guidance and faster rebooking reduced callbacks and follow-ups.
Volume Scalability During Peak Events
Contact volumes scaled rapidly without backlog growth or service breakdown.
CSAT Stable
Customer satisfaction held steady despite disruption-driven demand spikes.
“Nakama Tech helped us elevate the customer experience. With their support, we’ve achieved a consistent, multichannel presence that meets our growing customer needs in real-time.”-
CX Manager
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David Tran
"With Upshift's expert guidance, our search engine rankings soared, and our sales increased dramatically. Their commitment to excellence and customized solutions truly set them apart. We’re extremely satisfied with their work!"
Allie Watkins
Frequently
Asked
Questions
Can you scale quickly during weather events or cancellations?
Do you support refunds and compensation workflows?
Which channels do you operate?
Can you integrate with our booking and ticketing systems?
How do you maintain tone during high-stress interactions?
When travel plans break down, your CX shouldn’t.
