Booking a trip from Berlin, cancelling it from Warsaw, reporting a lost bag in Lisbon. Across a network spanning seven countries, every traveller expects the same thing: a clear answer, in their language, without delay. A pan-European mobility leader has entrusted this service to Armatis since 2015. It’s operated from Poland by a team of 30 multilingual advisors, across voice, chat, and email.
This client has helped reinvent long-distance travel in Europe. Its promise fits in one sentence: moving between countries simply, at an accessible price. Behind that simplicity, the operation is anything but simple. Travellers from dozens of nationalities. Volumes that swell with the rhythm of holidays. Requests ranging from routine bookings to complaints that touch the brand’s reputation.
Context
Customer service for this type of player knows no predictable lull. Demand rises and falls with the seasons, long weekends, and travel disruptions. Meeting short deadlines with consistent quality under these conditions requires solid organisation and teams who genuinely know the product.
On top of that requirement sits a fundamental constraint: profitability. Delivering flawless service to a wide range of profiles, across pan-European markets, without letting costs run away. That’s the equation this setup solves every day.
Challenges
Three challenges shape the partnership.
The first: balancing service quality with cost control, across a broad range of customer profiles and markets with different expectations.
The second: agility. During seasonal peaks, contact volumes explode. The setup has to absorb these waves without degrading either response times or satisfaction.
The third: consistency. A German, Polish, or Portuguese traveller must experience the same quality of service, whatever the language or channel. No two-tier service depending on the market.
Bookings, cancellations, real-time traffic information, check-in assistance, baggage issues, travel questions, complaint handling, and back-office follow-up. All of it is run across three channels, voice, chat, and email, as part of a unified multilingual customer service operation.
Demand is never linear. The setup is calibrated to follow these variations: capacity ramps up during seasonal peaks and scales back down afterward, closely matching actual volumes, without permanent overhead.
Training goes beyond the basics of the role. It builds in sector-specific knowledge: booking rules, disruption management, travel-specific edge cases. Advisors don’t recite a script, they understand the product.
A shared knowledge base and clear escalation paths mean every complex case finds the right contact, and every lesson learned feeds back into procedures.
Advisors who know the product, the travellers, and the network’s requirements: that translates directly into interaction quality and faster resolution of complex cases.
The setup consistently hits its quality and satisfaction targets, above the goals set with the client. Training, delivered consistently, guarantees the same standard across every market.
When demand surges, the configuration allows load to scale up or down quickly, without breaking rhythm or degrading the experience.
Since 2015, the relationship has rested on two simple foundations: transparency and results. That’s the base, backed by real experience in the transport sector, that has kept the collaboration going over time.
This collaboration illustrates Armatis’s ability to support transport and mobility players in building multilingual customer service that’s scalable and consistent across every market.
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