Travel-Agency-Outsourcing - firstBan

Every unanswered inquiry is a booking that went somewhere else — at 11pm, in a holiday rush, or while your agents are tied up with a supplier. Travel agency outsourcing gives you Philippine-based specialists handling booking questions, itinerary changes, cancellations, tour reservations and vacation packages inside your own booking engine and GDS, on your escalation rules.

Travel Agency Outsourcing

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1-800-371-6224

At a Glance

Best For Travel agencies, online travel agencies, tour operators, corporate travel agencies, vacation specialists, destination management companies, group travel companies, and travel booking businesses.
Core Support Travel booking inquiries, reservation assistance, itinerary changes, cancellations, tour bookings, vacation package support, traveler inquiries, supplier coordination, and post-booking assistance.
Channels Inbound & outbound voice, live chat, email, SMS/text, website inquiries, and social messaging.
Delivery Philippines-based travel support specialists working inside your CRM, booking engine, GDS, reservation and ticketing systems.

The Bookings That Pay Are Competing With the Questions That Don't

The inquiry that closes a two-week multi-city itinerary and the inquiry about airport transfer times arrive in the same inbox, on the same line, in the order they were sent. Your senior agents work through both.

 

That is where agency margin goes — not to the complex bookings, which are the profitable ones, but to the routine layer stacked in front of them: availability checks, policy questions, date changes, document requests, and follow-ups from travelers who have already paid. It compounds in the exact weeks you can least afford it, when a promotion or a holiday window triples inquiry volume.

 

Magellan Solutions provides dedicated travel specialists who take that routine layer — working to your booking procedures, supplier rules, escalation boundaries and brand voice, inside your own systems. Your agents keep the bookings that need them.

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Our Travel Agency Outsourcing Services

Travel agencies need support throughout the customer journey, from the first travel inquiry to the final booking and post-booking assistance. Our specialists handle customer conversations, reservation requests, itinerary changes, tour bookings, and vacation package questions while following your booking procedures and supplier requirements.

Travel Booking & Reservation Support

Assist travelers with booking inquiries, availability questions, reservation details, travel requirements, and other pre-purchase requests. Specialists follow your established booking procedures and capture the information required to move customers toward a completed reservation.

Itinerary Change & Cancellation Support

Handle requests involving travel dates, passenger information, itinerary adjustments, cancellations, and rescheduling according to your policies and supplier requirements. Complex exceptions can be documented and escalated to the appropriate internal or supplier team.

Tour Booking / Operator Support

Support tour operators and travelers with tour availability, schedules, inclusions, departure information, booking requests, and operator-related inquiries. Our specialists can coordinate customer requests with your established tour workflows while keeping travelers informed about booking status and next steps.

Vacation Package Support

Assist customers comparing and booking vacation packages that may combine accommodations, transportation, activities, transfers, and other travel services. Specialists can answer package questions, explain approved inclusions, assist with booking-related requests, and coordinate changes or cancellations according to your policies.

Multilingual Traveler Support

Cover travelers in French, German, Spanish, Italian, Japanese, Korean, Chinese, Thai and Bahasa alongside English, so a booking problem abroad doesn't become a language problem.

Works Inside the Systems You Already Use

No disconnected bookings. No duplicate customer records. No unnecessary re-entry.

Our travel specialists work within your existing CRM, booking engine, reservation platform, GDS, ticketing system, and customer support environment. Teams follow your workflows for availability, booking, payment-related inquiries, cancellations, supplier coordination, and escalation.

This keeps customer interactions connected to the appropriate reservation or travel request instead of forcing your internal staff to reconcile information across multiple systems.

CRM

GDS

Booking Platform

Reservation System

Ticketing Platform

Why Travel Agencies Outsource Customer Service

Capacity Without Permanent Headcount

Add seats for a holiday window or a destination season and release them after. You staff for the peak without carrying it through the quiet months — at 40–60% below onshore cost.

Faster Answers Win the Booking

A traveler comparing packages has three tabs open and books with whoever answers first. Routine inquiries get a response in minutes instead of waiting behind whatever your agents are already working through.

Your Agents Stay on the Work That Pays

Complex itineraries, supplier negotiation, group departures and repeat clients stay in-house. Availability checks, policy questions and post-booking follow-ups move to a team trained on your product.

Cover the Hours Your Travelers Are Awake

Trips go wrong in destination time, not office time. Extended, weekend and overnight coverage means a missed connection reaches a person instead of a voicemail box.

Compliance and Data Security, Built In

Travel agency operations can involve customer names, contact information, itineraries, reservation details, payment-related information, and other personal data. Magellan Solutions operates under documented security, confidentiality, and business-continuity practices designed to protect information handled by our teams.

Certified Standards icon
Certified Standards

Magellan holds ISO 27001 and PCI-DSS certification — the recognized benchmarks for information security and for handling cardholder data. See our certifications.

Controlled Data Access icon
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.

Continuity You Can Count On icon
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?

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    Who We Support

    Travel Agencies

    Online Travel Agencies

    Corporate Travel Agencies

    Tour Operators

    Vacation Specialists

    Destination Management Companies

    Group Travel Companies

    Travel Booking Platforms

    Don't see your business type? Our travel support workflows can be customized around your booking process, destinations, supplier relationships, customer channels, tour products, and vacation packages.

    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
    How much does travel agency outsourcing cost?
    Pricing depends on seat count, coverage hours, channels, and how much product and destination training your team needs. As a benchmark, Philippine delivery typically runs 40–60% below the equivalent onshore staffing cost. We quote per engagement rather than publishing a rate card, because a two-seat after-hours desk and a twelve-seat seasonal booking team are not the same product.
    Can your agents work in our booking engine and GDS?
    Yes. Our teams work inside your existing systems rather than asking you to adopt ours — CRM, booking engine, GDS, reservation platform, ticketing system, and your support desk. Access is provisioned by you, at the permission level you set.
    Who handles a booking your team can't resolve?
    Your team does, on your escalation rules. Specialists work to a documented boundary — what they can confirm, change, refund or waive, and what must route to an internal agent or the supplier. That boundary is set during requirements setting and adjusted as the team's product knowledge deepens.
    Do agents take payment card details?
    Where your process requires it, yes, under PCI-DSS controls: physical data-entry points on workstations are disabled, access is restricted to the team assigned to your account, and every employee signs an enforceable confidentiality agreement before assignment.
    Can you cover time zones our office doesn't?
    Yes — extended hours, weekends, holidays, and follow-the-sun coverage for travelers in destinations hours ahead of your office. Coverage windows are set to your requirements rather than a fixed shift pattern.

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

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      You can also reach us here:

       

      Toll Free: 1 800 371 6224

      US:  +1 650 204 3191

      UK: +44 8082 803 175

      AU: +61 1800 247 724