Delivering Personalised Customer Service at Scale

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Customers today expect more than fast replies. In travel and tourism, where emotions run high, plans change quickly, and experiences are deeply personal, service that feels human can make all the difference.

The challenge for many travel businesses is finding a way to keep this sense of connection alive when volumes rise, channels multiply, and expectations continue to climb.

Personalisation at Scale: Why it Matters

Scaling customer service is easy. Scaling personalised customer service is not.

During peak seasons, with enquiries arriving across different time zones and platforms, even experienced teams can struggle to make every interaction feel personal. Yet this is exactly what customers remember and return for.

Recent industry insights show that:

  • 71% of consumers expect personalised interactions, and 76% become frustrated when this doesn’t happen.
  • 86% of travellers say they’re willing to pay more for a better experience.
  • 78% of travellers are more likely to rebook with brands that use AI to offer personalised experiences.
    (Sources: DataArt – “The Role of Personalisation in Travel”; Gitnux – “AI in The Global Travel Industry Statistics”; Gitnux – “Customer Experience in The Travel Industry Statistics”)

The question is no longer if personalisation matters – it’s how to deliver it consistently, even under pressure.

Extending Your Team Through Business Support

Partnering with a dedicated support provider allows travel businesses to scale service capacity without losing the human touch. It means:

  • Maintaining responsiveness across multiple channels, even during peak demand.
  • Freeing internal teams to focus on high-value or complex cases.
  • Delivering a consistent, personalised experience for every customer.

At Open Destinations, our Business Support Services operate as an extension of your team, managing all non-verbal communications and ensuring 24/7 coverage, so your customers always feel supported, even when your core team is offline.

Smart Channel Management

Travellers today expect to reach you wherever they are, whether through live chat, email, social media, or phone. And they expect the same quality of service across each channel.

  • 60% of travellers say consistent service across all channels improves their experience. (Source: Gitnux – “Customer Experience in The Travel Industry Statistics”)
  • Live chat enables agents to handle multiple conversations at once while still maintaining context and empathy.

Outsourced teams can manage the bulk of non-verbal communications, ensuring that no message is missed and every customer feels acknowledged. This approach frees internal teams to focus on what matters most: strategic engagement and direct, relationship-driven interactions.

The Human Touch, Supported by AI

AI is reshaping how travel businesses serve customers, but success depends on how it’s applied.

  • 70% of travel enquiries are now handled, in part, by AI-driven systems.
  • When used effectively, AI has improved hotel customer satisfaction by 22% and increased upselling opportunities by 30%.
    (Source: Gitnux – “AI in The Global Travel Industry Statistics”)

Used thoughtfully, AI can automate repetitive tasks, routine enquiries, and provide quick access to relevant information, leaving human agents free to bring empathy and understanding to each conversation.

The key is balance. Over-automation risks depersonalisation: the right combination of AI and human input enables faster, more meaningful service that builds trust and loyalty.

Service as a Strategic Advantage

Customer expectations will only continue to rise. The most defining moments, last-minute disruptions, late-night questions, or high-season surges, are also the hardest to manage.

The travel brands that stand out are those that:

  • Blend technology with human empathy.
  • Scale service capacity intelligently.
  • Deliver personalisation at every touchpoint.

Is your customer service model designed to keep every traveller feeling supported, even when demand is at its highest?

At Open Destinations, we help travel companies deliver 24/7, scalable, and personalised customer engagement that enhances loyalty and brand trust.

Find out more about our Customer Support Services.