Infosys - BPO Services | Transport and Services industry

Offerings

Travel

The travel industry has made rapid strides due to the growth in international business and tourism. For travel companies, the key to success is to provide services that result in customer delight at a lower cost. Infosys BPO is ideally positioned to partner with travel management companies, tour operators, air ticketing agencies and full service travel agencies. We enable travel companies to reduce cost and provide higher value service to customers.

Back-Office

Sales
Sales reports, under-collections identification, over-reporting and unaccounted ticket sales
Refunds
Process request for refunds against partly or fully unutilized tickets across a variety of requests including e-tickets, PTAs (Prepaid Ticket Advice), TODs (Ticket On Departure), Deals, and Marine and Group fares. Refunds across both cash and credit purchases.
Fares
Construct and quote accurate and competitive fares to travel companies assisting them in offering the best fare to the traveler.

Mid-Office

PNR Processing
Process PNR requests for travel companies including seat allocations, unaccompanied minors, reseating requests, medical requests from passengers, group and family seating, frequent flyer requests, special meals, upgrades and lost ticket support.
Bookings
Process bookings ensuring that passengers who have e-ticket and non-e-ticket bookings receive their confirmations either through e-mail or a paper receipt.
Schedule Changes
Manage schedule changes by updating revised bookings with new travel details and seating arrangements. Inform passengers of changes in schedules, handling requests for upgrades, date changes, stopovers / layovers, and routing changes from the suppliers.

Front-Office

Reservations and Helpdesk Support
Provides travel companies with 24/7 contact center services. Provides support to amend, cancel and validate reservations and support queries. Typical queries include reservations, schedule changes, fares, group bookings, frequent flyer program support, reconfirmations, promotions, ticket delivery, ground transport, credit card denial, customer relations and special services.
Website Helpdesk Support
Provides multiple levels of customer support to travel agency customer queries concerning website navigation and completing online reservations.
Correspondence Management
Handles customer complaints for travel companies. Complaints include cancellations, overbooking and staff attitude complaints

Enterprise Solutions

Finance and Accounting, Order Management, HR Outsourcing, Procurement

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Travel

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