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Travel support that holds up under disruption
Travel is 24/7, multilingual and high-emotion, with volume that spikes the moment things go wrong. Airsense runs the support and operations that keep travellers cared for through it all.
<5m
First response time
90%
SLA adherence
24/7
Coverage
Industry challenges
What makes travel operations hard
When a flight is cancelled, your support volume and your customers’ stress both peak at once.
Disruption spikes
Delays and cancellations send volume and emotion vertical instantly.
Always-on demand
Travellers need help at every hour and in every time zone.
Multilingual by nature
A global customer base expects support in their own language.
High-emotion contacts
Stranded, out-of-pocket travellers need calm, fast, human help.
Refund complexity
Changes, cancellations and refunds involve fiddly, error-prone rules.
Seasonal peaks
Holidays and events swing volume far beyond a fixed team.
Typical workflows
The work we take on for Travel teams
Booking and reservation support
Customer onboarding and account support
Changes, cancellations and rebooking support
Payment and transaction support
Product and itinerary information support
Supplier and partner data administration
Customer and booking data administration
After-hours and overnight cover
Recommended services
What we would run for a Travel team
We tailor the mix to your stage and risk profile. A typical engagement draws on these.
Customer Experience
Keep travellers supported across every channel and every stage of the journey. Email, live chat, phone, WhatsApp, social media and in app support, including booking enquiries, account issues, payments, changes, cancellations, refunds, disputes and complaints.
Business Operations
Keep the operational work behind every booking accurate and moving. Booking and customer data administration, product and itinerary information, database management, ticket administration, research, reporting, administrative support and other high volume operational workflows.
Growth & Community
Keep your travel brand connected to customers before, during and after their journey. Social media management, community management, content operations, newsletters, audience research, competitor research, content scheduling and publishing, and customer engagement.
Success metrics
What good looks like in Travel
Agreed per engagement and tracked weekly. Illustrative ranges shown.
<5m
First response time
<85%
CSAT during disruption
<90%
Tickets resolved within SLA
24/7
Support coverage
Be ready before the next disruption
A 30-minute consultation. We look at your peaks, channels and languages, and map support that flexes when travel goes wrong.