For Online Travel Agencies (OTAs), delivering consistent, high-quality customer service is crucial for building brand loyalty. Partnering with a BPO provider like Vericom allows OTAs to scale customer support, enhance booking efficiency, and reduce costs while ensuring round-the-clock service.
OTAs and the Struggle for Customer Loyalty
Online Travel Agencies face increasing competition as traveler expectations shift and technology continues to redefine how bookings are made. With more options available than ever, OTAs invest heavily in search capabilities, user experience enhancements, and dynamic pricing strategies to stay ahead. However, building long-term customer loyalty requires more than just competitive pricing and seamless transactions—it demands consistent, high-quality service that keeps travelers returning.
Booking Errors & Customer Trust
A mid-sized OTA specializing in last-minute hotel bookings faced a surge of customer complaints during a peak holiday season. Their automated booking system failed to sync real-time room availability with hotel partners, resulting in dozens of travelers arriving at hotels with no reservation. The consequences were severe:
- A spike in negative reviews on forums and social media
- A significant increase in refund requests and compensation payouts
- A 20% drop in returning customers, impacting long-term revenue
This OTA attempted to rely on automation alone to handle rapid bookings, but the lack of real-time human oversight meant errors went unnoticed until customers experienced problems firsthand.
The result was a damaged brand reputation and a costly recovery process.
To resolve the crisis, the OTA partnered with Vericom offering live customer service agents who could manually verify bookings with hotels, handle real-time availability checks, and step in when automated systems failed.
The impact was immediate:
- 85% reduction in booking errors
- Faster issue resolution, leading to improved guest satisfaction
- Restored trust, with customer retention increasing back to pre-crisis levels
While automation improves efficiency, it doesn't eliminate the need for human oversight in critical processes. Technology handles routine tasks, but experienced agents ensure accuracy, resolve unexpected issues, and provide the personalized service that keeps travelers confident in their bookings. OTAs that integrate both seamlessly create a more reliable and customer-focused experience.
The Latest Trends of Search & Booking Behavior
A number of converging trends are shaping the future of how travelers search for and book experiences.
The Shift from Google to Short-Form Video
For the past 20 years, Google has dominated travel discovery, but a shift is occurring. AI-driven search and short-form video platforms like TikTok and Instagram are changing how users consume information. Instead of relying on traditional search queries, travelers are turning to engaging, visual content for trip inspiration.
That said, Google's vast user data, integrated AI capabilities, and deep connections with advertisers will ensure it remains a key player in travel marketing. However, OTAs must diversify their customer acquisition strategies to stay relevant across multiple search ecosystems.
The Rise of Social Commerce in Travel
Social media is no longer just about inspiration—it has become a direct booking channel. Platforms are integrating seamless reservation capabilities, allowing travelers to book experiences without leaving the app. OTAs that fail to adapt risk losing business to hotels and airlines pushing direct bookings through social platforms.
Additionally, authentic voices and influencers are becoming even more crucial in travel marketing. Customers trust recommendations from real travelers more than traditional advertising, meaning OTAs must invest in partnerships with content creators to maintain visibility.
How BPO Services Elevate OTA Customer Experience
Partnering with a BPO provider like Vericom allows OTAs to enhance customer experience, operational efficiency, and revenue management.
24/7 Omnichannel Support
Travelers expect instant, seamless support across multiple channels, including phone, email, live chat, and social media. A reliable customer support system ensures that assistance is available anytime, anywhere.
Vericom’s hotel reservation specialists and RTRV (Real-Time Reservations) services offer expert assistance in managing reservations, cancellations, and refund processing, reducing response times and improving guest satisfaction.
Proactive Communication and Efficient Ticketing
A well-structured ticketing system tracks customer inquiries, resolves booking issues quickly, and ensures real-time updates on travel changes. Placing a proactive approach minimizes booking disputes, reduces frustration, and enhances brand trust and loyalty.
The Human Element in Travel Customer Support
While AI is revolutionizing backend operations in travel, human-to-human interaction remains critical in customer service.
For instance, a family booking a multi-city European trip may have specific concerns about accessibility, special meal requests, or visa requirements. A chatbot can provide general information, but a live agent can listen, adjust, and offer personalized solutions, ensuring the traveler’s needs are met.
Similarly, in high-stress situations like last-minute flight cancellations or hotel overbookings, customers want more than an automated response.
They need:
- A human voice to reassure them
- Real-time solutions tailored to their unique situation
- Empathy and flexibility that AI cannot fully replicate
With human to human connection combined with automation, OTAs can create a customer experience that is both efficient and deeply connected to travelers’ needs.
The Future of AI in Travel & Hospitality
Many may associate chatbots as the AI revolution in hospitality but actually it is happening behind the scenes in:
- Autonomous multi-agent systems that complete complex, multi-step tasks with minimal human intervention
- Dynamic pricing models that adjust hotel and flight rates in real-time
- Staffing prediction algorithms that optimize workforce efficiency
- Automated workflow systems that handle 30-40% of administrative tasks
While backend AI enhances operational efficiency, consumer-facing AI agents still struggle to replace human service.
The future of travel will be a fusion of technology and human to human connection, ensuring OTAs can deliver both efficiency and personalized service.
The Resurgence of Investment in Travel Startups
With interest rates stabilizing and a favorable M&A climate, the travel sector is expected to see a resurgence of startup funding and acquisition activity in 2025.
This shift will:
- Unlock capital for early-stage OTA technology startups
- Drive innovation in AI-powered travel solutions
- Push legacy travel brands to adopt emerging tech faster
Additionally, religious tourism is expected to surge, with increased government investment in infrastructure improving connectivity to destinations, presenting new growth opportunities for OTAs specializing in pilgrimage travel.
Choosing the Right BPO Partner for Your OTA
At Vericom, we don’t just provide outsourcing solutions—we work alongside Online Travel Agencies to navigate the complexities of customer service, booking accuracy, and revenue optimization. We understand the unique challenges OTAs face because we’ve been part of the industry.
Our team includes former OTA professionals who have firsthand experience managing reservation workflows, guest expectations, and the operational hurdles that come with a competitive travel market.
We've helped OTAs increase revenue, reduce reservation discrepancies, and improve the overall traveler experience, making operations more seamless and profitable. Our services are not just convenient—they offer real business impact, allowing OTAs to scale efficiently while maintaining the highest standards of customer satisfaction.
Key Considerations When Selecting a BPO for OTAs
- Industry Expertise – A partner that understands OTA workflows, compliance requirements, and customer expectations ensures smoother integration and better results.
- Technology Integration – Seamless CRM and analytics integration enhances customer interactions, improves efficiency, and prevents costly booking errors.
- Scalability & Flexibility – Seasonal demand fluctuations are inevitable. A BPO provider must be able to scale support services up or down without disrupting operations.
- Security & Compliance – With sensitive customer data at stake, regulatory adherence and strong security protocols are non-negotiable.
Vericom delivers customized outsourcing solutions that go beyond customer support. Through our Realtime Reservation Verification (RTRV) service, we bridge the gap between OTAs and their travel partners, ensuring accurate bookings, fewer check-in failures, and higher traveler confidence.
Our expertise in the "Revenue Improvement on Current Reservations" technique also enables OTAs to maximize profitability while minimizing the risk of failed bookings.
By partnering with Vericom, OTAs gain a trusted extension of their team, one that understands the industry inside and out and is committed to their long-term success.
The Bottom Line
For OTAs, travel agents, and hospitality professional]s, exceptional customer experience and streamlined operations are key to sustaining competitive advantage.
By partnering with Vericom, OTAs can:
- Ensure 24/7 omnichannel support
- Optimize booking workflows and prevent errors
- Scale customer service efficiently
- Stay ahead of AI-driven market shifts
Discover how leading OTAs are leveraging BPO solutions to increase revenue, reduce booking errors, and enhance traveler satisfaction.
Explore Vericom’s proven strategies for optimizing customer support and reservation management.
