The travel service industry today is witnessing an ever stiffening competition with the impending arrival of new entrants in the market place. It is essential that customers are provided best-in-class service to match the high standards of their end-users.

As the profitability of both consumer and business travel has been impacted by the emergence of successful low-cost carriers, coupled with a global economic downturn and increased security concerns, the airline industry now has to re-examine both its cost base and how it manages customer interaction to maximize loyalty and any revenue-generating opportunity. Ever-demanding customers are increasingly using telephone and online channels to make airline enquiries, as they are most convenient and save a considerable amount of time. Airlines are therefore constantly evaluating ways to make these services more responsive and simultaneously reducing their own cost base. BPO considerations therefore assume a significant role for travel industry in general and airlines in particular.