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Every booking your agency takes leaves work behind it that no traveler ever sees. The PNR sitting on a queue with a ticketing deadline attached. The negotiated fare that has to price the way the contract says it will. The ticket to be issued, and reissued when plans change. The itinerary and the passport check before anyone travels. Our travel back office teams do that work, in your systems, to your rules.

Travel Back Office Outsourcing

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At a Glance

Best For Travel Management Companies, Online Travel Agencies, and Traditional & Hosted Travel Agencies
Core Support Reservation Validation & Quality Control, Ticketing and Reissuance Assistance, and Document Verification & Itinerary Generation
Channels Phone, email, and live chat
Delivery Philippines-based delivery, 24/7 follow-the-sun coverage across voice, chat, and email; scalable capacity that flexes for peak seasons

Customers Expect a Smooth and Seamless Booking Process, Nothing Less

Nobody escalates back-office work. No traveler calls to ask whether their ticketing time limit is approaching, whether the corporate fare was loaded at the right level, or whether anyone checked that their passport is valid long enough for the destination. The work has no queue of complaints behind it — only deadlines that belong to somebody else.

 

So it goes to whoever has a quiet afternoon, and the quiet afternoons stop exactly when bookings peak. An unactioned schedule change becomes a broken connection found at the airport. An expired ticketing time limit cancels the seats. A fare nobody checked becomes an airline debit memo months later. Each one was twenty minutes of somebody's attention, on a day nobody had twenty minutes.

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What Our Travel Back Office Teams Handle

Four jobs sit between the booking and the traveler, and each has its own team, its own systems and its own deadlines. All of it is non-voice work done inside your systems. Travelers who get in touch — inquiries, changes, cancellations — are handled by our travel agency outsourcing team.

Airfare Auditing & Fare Filing

Negotiated and net fares loaded the way the contract says, fare rules checked in the PNR before issue, and tickets, reissues and refunds audited after — so an error turns up in your queue rather than on an airline debit memo.

Queue Management & Monitoring

Schedule changes, ticketing time limits, waitlists and pre-ticketing quality control worked daily in your Amadeus, Sabre or Travelport office, with a daily count of what was cleared and what needs a decision from you.

Itinerary & Document Processing

Supplier confirmations built into one client-ready itinerary in your template, and passports, visas and traveler names checked against the route before final documents go out.

Ticket Issuance & Reissues

Tickets issued to your ticketing rules once the fare and the PNR check out, and reissued when plans change — fare difference, penalty and form of payment handled the way your procedures set out, against the PNR they belong to.

Why Agencies Hand Over the Back Office

Back-office work is the first thing dropped when the phones get busy and the last thing anyone volunteers for. It is also the only work on an agency's desk with someone else's deadline attached to it.

Four Jobs, One Chain

The queue, the fare, the ticket and the document are the same booking at four moments. Split across three vendors and an in-house desk, the handoffs are where things get dropped. One team sees the booking the whole way through.

The Deadline Belongs to Someone Else

A carrier's schedule-change cut-off, a ticketing time limit, an airline's audit window. None of them moves because your week was busy, and each has a cost attached when it passes.

Covered When Your Desk Is Closed

Processing continues overnight, at weekends and through your holidays. Queues worked while your office is dark mean the morning starts with a report rather than a backlog.

Compliance and Data Security, Built In

Back-office work sees more of a traveler's record than a phone call ever does: passport and date-of-birth details captured on the PNR, the card the ticket was paid with, and your own negotiated fare contracts. Handing that over is only worth doing with a partner that can show its safeguards. Magellan Solutions operates under certified security standards, documented confidentiality policies and business continuity planning.

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Certified Standards

Magellan holds ISO 27001 and PCI-DSS certifications — the recognized benchmarks for information security, payment data, and protected customer information. See our certifications.

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Controlled Data Access

Network and IT infrastructure sits in secured, IT-only locations. Workstations and servers are password-protected across access levels, and physical data-entry points are disabled to prevent unauthorized transfer.

Enforceable Confidentiality

Every employee signs a confidentiality agreement before job assignment — subject to Philippine law and prosecutable on breach. Access to your data is limited to the team working on your account.

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Continuity You Can Count On

Continuous data backup with off-site copies, a co-location plan with a backup center outside a 10-mile radius, and power-blackout protection — so customer support doesn't stop when circumstances change.

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    Who We Serve

    Travel Agencies & Host Agency Networks

    Retail and leisure agencies and the host networks their advisors sit under, where back-office work competes directly with selling time.

    Travel Management Companies

    Corporate travel desks working to client service-level agreements, where a missed ticketing deadline is a contractual matter as well as an operational one.

    Online Travel Agencies

    Booking volume that arrives around the clock and does not pause for office hours, with queues and document packs to match.

    Consolidators & Ticketing Agencies

    High ticket volume against airline contracts, where fare accuracy and issuance discipline are the margin.

    Our Onboarding Process

    Requirements Setting

    1

    1

    Call center outsourcing

    Recruitment

    2

    2

    Agent Training

    3

    3

    Campaign Incubation

    4

    4

    Campaign Go Live

    5

    5

    Frequently Asked Questions

    FAQ
    What is travel back office outsourcing?
    It is handing the processing work that happens after a booking is made — GDS queue work, fare checks and filing, ticket issuance and reissues, and traveler documents — to a specialist team that does it inside your own systems. It is distinct from customer service outsourcing, which handles the traveler; back-office teams handle the booking record.
    Which parts of the back office do you take, and which stay with us?
    Most agencies start with one function and add others. The four we run are queue management and monitoring, airfare auditing and fare filing, ticket issuance and reissues, and itinerary and document processing. Approvals, exceptions and anything requiring a commercial decision stay with your team and come back to you flagged.
    Do your specialists work in our GDS, or do we send you files?
    In yours. Teams sign in to your Amadeus, Sabre or Travelport office under your own office ID and agent sign-ins, and work in your mid-office system, fare tools and booking platform under your access rules. Nothing is re-keyed into a system of ours.
    Do you issue tickets, or only prepare them for us?
    We issue and reissue against your ticketing rules, once the fare and the PNR pass their checks. Where a reissue involves a fare difference, a penalty or a change of payment, it is handled the way your procedures set out — and escalated to you where your rules say it should be.
    Is this the same as your travel customer service team?
    No, and they are deliberately separate teams. Anything with a traveler on the other end — booking inquiries, changes, cancellations, disruption — is travel agency outsourcing. Back-office teams work from queues, contracts and documents, not from contacts.
    How does coverage work outside our office hours?
    Processing runs around the clock, so queues that fill overnight are worked before your desk opens. You set which work proceeds without you and which waits for a decision, and each day starts with a list of what was cleared and what is waiting.

    We'd be happy to walk you through your options.

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      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724