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Live Chat for Travel Companies

A traveler comparing two fare options at 11pm doesn't call anyone. They open the chat window, ask one question about baggage or cancellation terms, and book with whoever answers first. A traveler whose connection was just cancelled wants the opposite — a person on the phone, now.

 

Live chat earns its place in a travel operation when it catches the first traveler and knows when to hand off the second. Magellan runs chat teams for airlines, OTAs, tour operators and booking platforms — trained on your product, working in your booking systems, covering the hours your own team can't.

At a Glance

Best For Online travel agencies, hotels and resorts, tour operators, vacation rental businesses, and regional airlines
Core Support Pre-booking questions, booking changes and cancellations, in-chat upsell, and escalation to voice
Channels Website chat and in-app messaging/td>
Delivery Philippines-based delivery

Most Travel Chat Volume Arrives Before Anyone Has Paid

The chat window on a travel site is mostly used by people deciding, not people complaining. Does this fare allow a date change. What's the bag allowance. Is the transfer included. Can I cancel by Friday. Each of those is a question standing between a browsing traveler and a booking, and each one goes unanswered the moment your team logs off — at exactly the hours a traveler in another time zone is planning.

 

The rest of the volume is routine post-booking traffic: date moves, confirmation resends, seat requests. It doesn't need a phone call, but left in the phone queue it sits in front of travelers who have a real problem.

 

Splitting those two streams is usually the first thing worth doing, and it decides how the team is staffed. Talk to us about what your chat volume actually looks like.

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Our Live Chat Services for Travel Companies

Everything below happens in chat. Voice and email are covered by the contact center for travel and hospitality. And if you're selling rooms rather than seats, chat for hotels, resorts and vacation rentals is the page you want.

Pre-Booking Questions

Agents answer fare, itinerary, baggage and policy questions in the moment, then carry the traveler through to a completed booking rather than sending a link and hoping.

Booking Changes & Cancellations

Date moves, name corrections, cancellations and refund status — handled in chat against your fare rules and policy, with the outcome written back into your system.

In-Chat Upsell

Seat selection, baggage, transfers, room upgrades and insurance, offered at the point where the traveler has already decided to travel and is easiest to sell.

Escalation to Voice

Agents recognise when a chat has stopped working — a disruption, a failed payment, a traveler who is upset — and move it to a call under your rules instead of typing through it.

Why Travel Organizations Outsource Live Chat

Chat is cheap per contact and expensive per hour. It only pays if the window is genuinely staffed when travelers are in it, which for most travel businesses means overnight and through peak weekends — the two shifts hardest to hire for in-house.

Coverage Without a Night Shift

Travelers plan and panic across every time zone. An outsourced team covers 2am and Sunday afternoon without you building a roster around them.

Several Chats at Once

A trained chat agent handles multiple concurrent conversations, which is why chat costs less per contact than voice — and why an under-trained one costs you conversions instead.

Peak Season Elasticity

Capacity flexes up for holiday booking windows and school breaks, and back down after, without changing permanent headcount.

Trained on Travel, Not on Your Customers

Agents who already understand fare rules, change fees, refund mechanics and booking flows, rather than a generalist queue learning your product live.

Compliance and Data Security, Built In

A chat agent handling a booking change sees a traveler's identity documents, itinerary, and in some setups their card details — typed into a window and sitting in a transcript. That trust is only worth extending to a provider that can show its safeguards. Magellan Solutions operates under certified security standards, documented confidentiality policies, and business-continuity planning that keep traveler and cardholder data protected.

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Certified Standards

Magellan holds ISO 27001 and PCI-DSS — the recognized benchmarks for information security, payment data, and personally identifiable 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 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 traveler support doesn't stop when circumstances change.

Want to know more?

Explore our services further by filling out the form below, and we'll reach out to you soon!

    Who We Support

    Online travel agencies

    High pre-booking question volume and thin margins on every avoidable call

    Transport and transfer operators

    Airport transfers, coach and rail — short booking windows, and pickup questions that can't wait until morning.

    Tour operators

    Long consideration cycles and detailed itinerary questions before anyone commits.

    Booking platforms

    High volume, thin margin per booking, and questions that span several suppliers at once.

    Regional airlines

    Change, baggage and seat traffic that clogs a voice queue needed for disruptions.

    Cruise lines

    Cabin, excursion and boarding questions that pile up in the weeks before sailing.

    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
    Do your agents work in our booking system or yours?
    Yours. We're platform-agnostic and train agents on the booking engine, GDS and CRM you already run rather than moving you onto ours.
    How many chats does one agent handle at once?
    Fewer than you'd expect, and that's deliberate. A pre-booking queue moves fast enough that one agent can hold several conversations at once; change and refund cases need handling one at a time. We set the ratio against your own chat mix at scoping rather than quoting a number before we've seen your traffic.
    What happens when a chat needs to become a phone call?
    Your rules decide. We agree the triggers before launch — disruption, payment failure, a case past a set number of turns — and agents move it rather than continuing to type.
    Do you use chatbots or live agents?
    Live agents. If you already run a bot for deflection, our team takes the handoff when it can't resolve the conversation.
    Can agents take payment details in chat?
    Not typed into the chat window. Where a card guarantee is needed, agents hand the traveler to your secure payment page and confirm once it clears, so card numbers never sit in a transcript. How that's wired depends on your platform, which is worth raising at scoping.

    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