Travel & Leisure
CogniFlows manages booking changes, cancellations, loyalty queries, and disruption communications. Your teams stay focused on the experiences that build loyalty.
The Challenge
Travel and leisure businesses live and die by service experience. When disruption hits, customer patience runs out fast and contact volume spikes instantly. A flight cancellation. A booking error. A loyalty redemption issue. Human-only service cannot scale to meet these moments.
The CogniFlows Solution
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Booking and reservation management — modifications, cancellations, refund processing, and new booking assistance
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Disruption management — automated rebooking, compensation calculation, and proactive traveller communication
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Loyalty programme support — point balance queries, tier upgrades, redemption, and dispute resolution
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Check-in and documentation assistance — pre-travel checklists, documentation requirements, and upgrade eligibility
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Post-travel resolution — complaint handling, refund workflows, and feedback capture
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Revenue optimisation — upsell and cross-sell triggers at key moments in the traveller journey
Proof Point
A major online travel platform deployed DigitalCX agents for booking support during peak season. 58% of modification and cancellation requests resolved without agent involvement. Refund processing time reduced from 5 days to 4 hours. Cost per contact reduced by 44%.