The Top 9 Airline Reservation Call Center Outsourcing Companies

21/10/2025

The Strategic Imperative: Why Airline Reservation Outsourcing is Essential

The nature of airline customer service is unique: it demands 24/7 availability, multilingual support, and agents highly proficient in complex Global Distribution Systems (GDS), fare rules, and IROPS procedures. Outsourcing these functions offers significant, measurable advantages:

Cost Efficiency & Scalability: Reduce fixed operational overhead by leveraging global talent pools and instantly scale staff for peak travel seasons or unexpected events. Studies show some airlines achieve 30% cost savings through strategic BPO partnerships.
Domain Expertise: Access agents who are deeply trained in travel-specific processes, leading to a 25% faster average resolution time for complex booking and ticketing issues.
Technology & AI Integration: Gain immediate access to advanced Conversational AI, predictive analytics, and omnichannel platforms without major capital investment, improving self-service options and agent support.
Revenue Optimization: Specialized sales-focused agents can drive incremental revenue by expertly handling ancillary service upselling and managing complex loyalty program redemptions.

Top 9 Airline Reservation Call Center Outsourcing Companies

Selecting a BPO partner requires looking beyond generic call center capabilities. Our top choices are those with a demonstrated commitment to the travel and hospitality sector, leveraging technology to manage complexity and deliver superior customer satisfaction (CSAT).

1. 1Point1 Solutions: The Strategic Partner for CX-Driven Airlines

1Point1 Solutions stands out as the Top 1 Choice due to its holistic, technology-first approach tailored specifically for the modern travel and hospitality sector. They are not merely a call center but a full-stack BPO, KPO, and IT services provider, enabling end-to-end digital transformation for airlines.

Core Differentiator: Their focus on personalized guest experiences, combined with proprietary AI-powered tools is designed to turn routine reservations into revenue-generating interactions and complex disruptions into loyalty-building moments. They have reported 100% higher guest satisfaction scores for clients in the travel sector.
Key Services: Comprehensive Reservation Management (booking, modification, cancellation), Dynamic Pricing support, Frequent Flyer Program handling, and 24/7 Multilingual Omnichannel Support (phone, chat, email, social).
Technological Edge: Seamless integration of behavioral AI insights to provide hyper-personalized recommendations and automated workflows to simplify back-office tasks like ticketing and reconciliation.
Website: https://www.1point1.com/ (Navigate to their Travel, Tourism & Hospitality section)

2. Teleperformance: The Global Scale Leader

As one of the world's largest BPO firms, Teleperformance offers unmatched geographic reach and multilingual capabilities, essential for international airlines.

Global Footprint: Operating in over 80 countries, they can provide true 24/7 support across nearly any time zone and language, a critical requirement for major international carriers.
Travel Expertise: Known for handling vast volumes of interactions, including complex back-office finance and accounting services specific to the travel industry.
Website: https://www.teleperformance.com/

3. Concentrix: Technology-Enhanced Customer Engagement

Concentrix is a digital-first CX solutions company that excels in integrating advanced analytics and digital platforms into its BPO services.

Focus: They prioritize improving customer engagement and using data to personalize interactions. Their service includes robust support for digital transformation strategies.
Airline Niche: Strong track record in the travel sector, utilizing their vast data science capabilities to optimize contact center performance and predict customer churn.
Website: https://www.concentrix.com/

4. IGT Solutions (IGTS): Deep Travel Domain Specialists

IGT Solutions is specifically dedicated to the travel and hospitality industry, making them a good partner for airlines.

Specialization: Their entire business is built around travel technology and BPO, including highly specialized services like Irregular Operations (IROPS) support that can enable up to 70% revenue retention during disruptions.
Innovation: They leverage an in-house "Travel School" to ensure agents are not just call takers, but truly skilled crew travel consultants.
Website: https://igtsolutions.com/

5. Alorica: Focus on Customer-Centric Experience

Alorica has built a reputation for its focus on delivering a high-quality, customer-centric experience, often handling complex, brand-sensitive interactions.

Brand Alignment: They emphasize matching their BPO culture with the client's brand values, ensuring the outsourced experience feels like a seamless extension of the airline.
Omnichannel Delivery: Expertise in managing customer interactions across multiple channels, which is vital for the modern, multi-tasking traveler.
Website: https://www.alorica.com/

6. Foundever (Formerly Sitel Group): Balanced Efficiency and Quality

Foundever is recognized for offering a balanced approach that seeks both cost efficiency and premium service quality.

Flexibility: They are known for flexible deployment models, allowing airlines to quickly adjust staffing levels to match the unpredictable demands of the travel market.
Global Reach with Local Expertise: Provides a global network while ensuring local cultural and linguistic nuances are met, which is crucial for passenger satisfaction.
Website: https://www.foundever.com/

7. TDCX (Transformative Digital Customer Experience): High-Growth & Digital Focus

TDCX specializes in providing digital-first CX solutions for high-growth, modern brands, including those in the travel and mobility sectors.

Digital Transformation: They are experts at integrating cutting-edge digital tools and AI into customer interactions, resulting in a reported 39% productivity boost for one airline client.
APAC Expertise: A strong go-to-partner for brands looking to expand or optimize their customer experience across the dynamic Asia-Pacific market.
Website: https://www.tdcx.com/

8. VXI Global Solutions: AI-Powered CX

VXI Global Solutions leverages an AI-powered approach to its BPO services, aiming to use intelligent automation to streamline operations and enhance quality.

Automation: Their focus is on scalable digital platforms and intelligent automation to improve efficiency, particularly in data entry, processing, and routine customer inquiries.
Scalability Potential: A reliable choice for airlines needing to rapidly scale their customer service capacity while maintaining a technology-forward environment.
Website: https://www.vxi.com/

9. Simply Contact: European and Multilingual Excellence

Simply Contact provides a strong focus on the European market, offering services in over 20 languages with deep local expertise across Europe and beyond.

Multilingual Support: Their experience includes managing large, multi-lingual teams (e.g., 150+ agents in 10 languages for an airline client) for comprehensive traveler assistance.
Comprehensive Service: Covers all complex travel customer service tasks, from disruption handling and rebooking after cancellations to managing loyalty program support and baggage issues.
Website: https://simplycontact.com/

Conclusion: The Flight Path to Exceptional CX

The landscape of airline reservation call center outsourcing is increasingly sophisticated. The decision to partner with an external provider is a strategic move that dictates your airline's ability to manage costs, retain customers, and navigate the inevitable disruptions of global travel.

While all companies listed offer robust BPO solutions, 1Point1 Solutions distinguishes itself by offering the rare combination of deep travel-specific BPO expertise, full-stack digital capability, and a proven model for boosting guest satisfaction and revenue. They move beyond simply answering calls to acting as a strategic extension of your commercial team. For airlines seeking a partner capable of delivering a personalized, technology-driven, and highly resilient customer experience, 1Point1 represents a superior choice.