Attraction World Group
Support Services for the world’s largest theme park
Received timely reports with
real time updates
Freed up time for the in-house team
to focus on core strategic initiatives
Background
Attraction World Group is a global leader in tours, attractions, and activities, offering travellers access to a vast portfolio of experiences. With over 15 years in the travel industry, AWG has handled more than 13 million customer bookings and supports over 20,000 global attractions, tours, and experiences. Their brand portfolio includes AttractionTix, the world’s largest theme park specialist; Attraction World, the UK’s largest B2B supplier of tours and attractions; and FloridaTix, Europe’s largest Florida specialist. Backed by a strong reputation, an extensive partner network, and a Glassdoor rating of 4.8, AWG is positioned as a trusted name in travel experiences.
As demand increased, AWG needed a more structured, process-driven approach to operations. To become more cost-efficient and scalable, the business sought a partner that could help manage its workload, allowing in-house teams to focus on core strategic initiatives. The challenge was to streamline operational support across multiple business lines without compromising speed or quality.
“Working with Open Destinations has allowed our business to look forward and focus on initiatives which support our future growth, while standard tasks have been outsourced to the team“
Solution
AWG partnered with Open Destinations to manage a wide range of operational tasks across their platforms. A dedicated five-member team was deployed, operating from Monday to Friday, 9:00 am to 5:00 pm IST. The team took responsibility for several key activities, including creating and extending rates on the Prio and Traveller platforms, performing white-label checks, updating rate catalogues for AttractionTix and FloridaTix, uploading invoices in Xero, setting up Intele accounts for customers, and compiling theme park price comparison reports.
To support consistent delivery and responsiveness, Open Destinations implemented a structured communication process, including daily email interactions and scheduled weekly and bi-monthly calls. Service level agreements (SLAs) were established to define turnaround times (TATs), ensuring that all client priorities were handled with urgency and accuracy. The offshore team utilised tools like Monday.com to communicate with suppliers, meet delivery deadlines, and keep pace with the fast-paced nature of the business.
“The quality assurances they provide give us peace of mind and communication is always clear and proactive, supporting the importance that we place on getting it right first time. It’s a truly valued partnership built on trust and shared standards of excellence.”
Results
The implementation of clearly defined SLAs and structured workflows enabled Open Destinations to deliver work on time and of high quality consistently. The client acknowledged the team’s efficiency and, as a result, extended the scope of work to include financial tasks such as invoice processing, demonstrating a high level of trust in the team’s capabilities.
The weekly and monthly reporting structure introduced by Open Destinations has provided AWG with visibility into overall performance, challenges, and opportunities. These executive summaries enable ongoing process optimisation and ensure that both teams remain aligned with business objectives. By removing operational bottlenecks and creating room for internal teams to focus on strategy, AWG has positioned itself to scale more effectively in an increasingly competitive travel landscape.
