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Online travel and leasure industry: BtoC Customer Support

Main challenges​

  • Handle travel problems, complaints or refunds.
  • Expertise in each destination, to provide customers with the best possible advice.
  • Meeting demand during peak periods (vacation periods).

Business Need of the Customer​

The customer is a European leader in the online travel and leisure industry with a presence in over 35 countries and covering 15 languages.

The customer was looking for a partner capable of:

  • Provide multilingual customer support
  • Cooperate with customers to determine their needs
  • Provide travelers with relevant information, brochures and publications
  • Book transportation, make hotel reservations and collect payments/fees
  • Use promotional techniques and prepare promotional material to sell tourist itineraries
Key figures

languages covered by GRS for this project


dedicated agents

Why Did they Choose GRS?​


With 18 languages under management, GRS can provide effective customer support in 4 languages – Italian, Spanish, French and German.


GRS had already been working with major airports for several years, and therefore had expertise in the world of travel and tourism.

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