TP
TP Australia
Travel, Hospitality & Logistics

Integrated CX Services
Smarter Growth in ANZ

Purpose-built solutions for Airlines, Hospitality, and Logistics. Your customers expect instant, personalized service across every touchpoint. We combine high-tech Smartshoring with high-touch empathy to turn your front, mid, and back-office operations into a competitive advantage.

Boost Revenue & Resilience

Book a peak season strategy session.

47
Years of
Domain Expertise
55K+
Global Travel
Experts
100+
Global
Clients
35+
Countries
Served

Industry Challenges

Navigating a Shifting Landscape

Customer expectations have fundamentally changed. Today's flyers, travelers, and shippers demand experiences, not just transactions.

Drive Sustainable Growth

Open new revenue streams, identify opportunities to upsell, and cross-sell seamlessly without friction across customer touchpoints.

Reduce Operational Cost

Identify opportunities for process optimization & automation to drastically reduce costs without impacting the customer experience.

Build Customer Loyalty

Break siloed systems and drive insights that build those "wow moments" & loyalty, ensuring passengers return season after season.

Automation with Empathy

Move away from manual processes and disjointed data. Implement AI that automates routine tasks while retaining human empathy.

Our Capabilities

Integrated CX Services

Unlock true business value with specialized solutions across the travel, hospitality, and cargo industries.

Airlines & Travel Tech

Boost customer satisfaction with IROPS & Disruption Management services.

  • Reservations & GDS Rate Helpdesk: Expert handling of complex ticketing and fare rules.
  • Automated GDS Queue Reading: Robotic processing to clear queues instantly.
  • Revenue Integrity: Specialized teams to prevent leakage and manage ADMs.
  • Baggage Claim Resolution: Accelerated tracing and settlement.

Logistics & Transportation

End-to-end lifecycle management for shippers and receivers.

  • Omni-channel Shipper Support: Unified view of the customer across Voice, Chat, and Email.
  • Track & Trace Automation: Real-time status updates via API integration.
  • Waybill (AWB) Processing: High-accuracy data entry and verification.
  • B2B Freight Claims: Streamlined dispute resolution workflows.

Hospitality & Leisure

Maximize occupancy and guest satisfaction scores (NPS/CSAT).

  • Central Reservations Office (CRO): 24/7 multilingual booking support.
  • Guest Concierge Services: Personalized itinerary planning and requests.
  • Loyalty & Membership: Tier management and rewards redemption.
  • Smartshore Reservations: Cost-optimized offshore teams for high volumes.

Trust & Safety

Guarantee your travelers' digital protection.

  • Fraud Prevention: Real-time transaction monitoring and chargeback defense.
  • Payment Security: Fully PCI-DSS compliant environments (Clean Desk).
  • Identity Verification: KYC checks for new accounts and bookings.
  • Content Moderation: Protecting user reviews and forum integrity.

Sales & Revenue

Harness advanced data analytics and predictive intelligence.

  • Ancillary Revenue: Targeted cross-sell of seats, bags, and insurance.
  • Win-back Campaigns: Reactivating dormant loyalty members.
  • Predictive Analytics: Presenting the right offer to the right person.
  • B2B Lead Generation: Supporting corporate sales teams.

Traveler Lifecycle

Enhance traveler experience & loyalty through omni-channel interactions.

  • Pre-travel Concierge: Visa guidance and health requirements.
  • In-destination Support: Emergency assistance and local tips.
  • Post-trip Claims: Efficient feedback loop and resolution.
  • Retention: Proactive engagement to drive repeat bookings.
AI-First CX Transformation

Automation that drives delight, not dissonance

We've reimagined customer service from the ground up for the age of agentic AI. Our platform doesn't just automate repetitive tasks—it orchestrates intelligent agents that understand context, learn from every interaction, and collaborate seamlessly.

Smart Automation

Your live teams focus on what matters most, while our Agentic AI CX & back-office solutions automate the routine & repetitive tasks. Our solutions are customized to drive operational efficiencies across Airlines, Hotels, Travel firms, logistics companies, car rental services, cruises, and more.

Technology Solutions

Automation solutions built on decades of industry & domain expertise, offering Front, mid-office, back-office integration with all major GDS, NDC, LCC, aggregators, and multiple client systems. Includes Automated GDS queue read and PNR processing.

AI Agents

TP's AI agents deliver always-on support across channels. Built on domain expertise, integrated with enterprise systems and fluent in 130+ languages, these agents enable human-like conversations, driving customer satisfaction and operational efficiency.

Data & Analytics

Let your data drive meaningful business outcomes. TP.ai data services with human-in-the-loop validation, regulatory compliance, and multilingual expertise can transform raw data into trusted intelligence that powers your AI strategy at scale.

Measurable AI Impact

18PP
AI COACH

Increase in Net Promoter Score

For a Global Hospitality Leader in 7 months

13%
AI ANALYTICS

Improvement in D-SAT

For an Asian Low-Cost Carrier

30%
AI AGENT

Reduction in AHT

For a Logistics Services Provider

Our Approach to Solution Deployment

We follow a proven 5-step methodology to ensure your transformation delivers immediate ROI and long-term resilience.

01

Journey Mapping

Identify high-friction moments across the customer lifecycle.

02

Value Engineering

Quantify impact of solving each pain point on NPS, retention, and LTV.

03

Automation Design

Deploy Agentic AI where it delivers maximum ROI and efficiency.

04

Orchestration

Optimize human-AI handoffs to ensure empathy when it matters most.

05

Optimization

Real-time performance tuning based on outcomes and continuous learning.

Proven Impact

Delivering measurable results for Australian and Global leaders across the travel & logistics ecosystem.

CEVA Logistics

Logistics & Supply Chain

Challenge & Solution

Facing high volumes of "WISMO" (Where is my order) calls, CEVA needed to scale without adding headcount. TP implemented an AI-powered automated waybill tracking system and multilingual chatbots, deflecting tier-1 queries and allowing agents to focus on complex freight exceptions.

€1.1M

Cost Savings

30%

Reduction in AHT

Expedia Group

Online Travel Agency

Challenge & Solution

Managing extreme seasonal volatility required a flexible workforce. TP deployed its Cloud Campus "follow-the-sun" model, allowing Expedia to rapidly scale support for holiday peaks while maintaining high quality through remote, gamified training.

30%

Lower Ops Costs

High

Rapid Scalability

Egencia

Corporate Travel

Challenge & Solution

Business travelers demand speed and personalization. We implemented a high-touch "Premium Concierge" service for VIP clients, backed by predictive analytics to offer personalized flight/hotel options, significantly boosting retention and satisfaction.

€650K

Annual Savings

High

CSAT Scores

Featured Success Stories

Hotel booking context

Booking.com

Outsourcing with ease through rebadging

Successfully transitioned 12 in-house support centers to TP, moving 2,200+ employees to a flexible model, achieving 3x capacity scale and seamless continuity.

Read Story
Airline wing

easyJet

Fostering a culture of continuous innovation

Partnering to drive operational excellence and a customer-first culture through continuous improvement and innovative support strategies.

Read Story

Latest Trends & Insights

AI Technology in Travel
Article

AI in Travel and Hospitality: Transforming Customer Journeys

Explore how AI is revolutionizing the industry by enhancing performance during peak seasons and transforming the customer experience through automation.

Read More
Business Traveler
Trend

Bleisure Travel: Overcoming challenges with smart support

The line between business and leisure is blurring. Learn how hospitality providers can capitalize on the "bleisure" trend with AI-powered support.

Read More
Luxury Travel Experience
Whitepaper

Elevating the Traveler Experience

A necessity for airlines to gain a competitive advantage in a crowded market. Discover strategies for high-touch differentiation.

Download

TP in the News

Nov 26, 2025

TP reinforces market leadership with multiple CCAM awards

TP secured wins for Best Use of Automation and Best Contact Centre Support Professional, highlighting leadership in APAC.

Dec 15, 2025

TP recognized among World's Best Workplaces™ for 5th year

Consistent recognition by Fortune and Great Place to Work® underscores our commitment to employee experience.

Sep 04, 2025

TP tops Frost Radar™ benchmark for innovation in Asia Pacific

Leading the industry in growth and innovation indices across the Asia Pacific region.

Visit Newsroom

Frequently Asked Questions

We utilize a "Gig-CX" model and Work-At-Home-Agent (WAHA) capabilities to scale up rapidly during holidays or unforeseen disruption events. This allows us to add capacity without the lead time of traditional brick-and-mortar centers, ensuring your customers are supported even when volumes triple.
Smartshoring is our strategic approach to right-shoring. Instead of moving everything offshore, we analyze your interaction types. Complex, empathetic, or brand-critical interactions remain onshore in Australia/NZ, while high-volume transactional tasks are routed to cost-efficient hubs in the Philippines or India. This typically yields a 30-40% cost reduction without sacrificing quality.
Absolutely. TP adheres to the strictest global data security standards, including GDPR and the Australian Privacy Principles (APP). Our offshore hubs operate in secure clean-room environments (paperless, no mobile devices) with biometric access, ensuring your passenger manifests and cargo data remain encrypted and secure.
Yes. Beyond consumer travel, we have specialized teams for B2B logistics. We handle waybill processing, customs documentation verification, claims management, and track-and-trace support for freight forwarders and cargo airlines, focusing on accuracy and speed to keep supply chains moving.
Standard chatbots follow rigid scripts. Our Agentic AI understands intent and context, allowing it to perform actions like rebooking a flight, checking loyalty points, or locating a missing shipment autonomously. It handles the "busy work" instantly, freeing up human agents to handle distressed passengers who need empathy.

Ready to Transform your CX?

Let's discuss how our Smartshore model can lower your costs while elevating your customer loyalty.