Travel Assist

Travel Assist accompanies travelers in all their emergency situations or assistance situations during their trips, 24 hours a day, 7 days a week. In an environment where responsiveness and reliability are essential, support is a strategic pillar of the customer experience.

In a context of growth, the organization has chosen to outsource its B2C customer service in order to guarantee immediate and continuous support, while maintaining a high level of operational quality, regardless of the situations encountered.

Since June 2023, Travel Assist has been relying on HDB Solutions to structure an efficient assistance unit, designed to meet the expectations of the most demanding travelers.

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The challenges of passenger assistance in the tourism sector

In travel, assistance does not tolerate approximations.

Expectations are clear:

• Immediate response
• 24/7 availability
• Fast emergency resolution
• Personalized support
• Management of complex situations

Every minute counts, especially when:

• Check-in issues
• Cancellations or delays
• Booking changes
• Incidents on site

For assistance actors, the question is strategic:

How can you guarantee continuous availability and an irreproachable level of service while controlling internal resources?

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The challenges faced by Travel Assist

Faced with its growth, Travel Assist wanted to:

• Ensure immediate handling of requests
• Maintain complete follow-up until resolution
• Offer a smooth service even in case of peak activity
• Relieve internal teams
• Guarantee constant quality without depending on a 24/7 internal presence

The objective was not simply to outsource support, but to set up a unit capable of fully embodying the brand's promise of serenity and responsiveness.

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The solution implemented by HDB Solutions

HDB has deployed a dedicated support unit, operational 24/7.

24/7 dedicated cell

The device guarantees:

• Immediate care (less than 1 minute)
• Full follow-up until resolution
• Real-time management of requests

Travelers benefit from continuous assistance, without interruption of service.

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A specialized and managed team

The cell is composed of:

• Expert agents trained in emergency situations
• From a reference manager guaranteeing quality

The service is provided independently, even without direct interaction with Travel Assist, while respecting defined standards.

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Integrated artificial intelligence

The device integrates AI tools allowing:

• The personalization of responses
• Targeted recommendations
• Managing complex requests
• Support up to the reservation if necessary

Technology reinforces human responsiveness.

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High-end concierge services

HDB acts as an operational relay for closed agencies, offering:

• Serenity for travelers
• Continuity of service
• Responsiveness in critical situations

Assistance is becoming a real operational extension of Travel Assist.

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Deployment and operational organization

Since June 2023, the collaboration has been based on:

• A 24/7 organization
• A clear definition of processes
• Continuous quality management
• A permanent adaptation to demand flows

The device is designed to absorb peaks in activity while maintaining a constant level of service.

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Impacts and benefits for Travel Assist

Through outsourcing, Travel Assist was able to:

• Guarantee immediate 24/7 assistance
• Maintaining a high level of operational quality
• Offer a reassuring experience to travelers
• Enabling internal teams to focus on strategic development
• Structuring a scalable and sustainable service

Outsourcing has become a driver of security and growth.

“I tested HDB assistance during a trip to New York: immediate response, managed check-in, zero stress.

Before, I managed emergencies myself, even at 2 am... Today, my customers have a dedicated app and a team available 24/7.

They are reassured, my teams more focused, and I am much more serene. Outsourcing is like good insurance: essential when it counts.”

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Why outsource your travel assistance service?

In a sector where customer experience is critical, support is a major competitive advantage.

Outsourcing allows:

• To ensure continuous availability
• To absorb peaks of activity
• To structure the processes
• To integrate technology and human expertise
• To secure customer satisfaction

For tourism and travel assistance players, the contact center is becoming a strategic pillar of customer promise.