A traveller who misses a connection at 10pm or discovers a cancelled hotel booking on a Sunday morning doesn't wait for office hours on Monday. Travel and hospitality carry unpredictable peaks, round-the-clock expectations, and a demand for personalisation that a generic script can't deliver. Here are five partners worth evaluating for outsourcing customer service in this sector, with a clear recommendation at the top.
The sector has stabilised after successive crises, but traveller expectations have shifted permanently: more digital autonomy upstream of the trip, and a stronger demand for human support the moment something goes wrong. Choosing the right partner means choosing one that knows exactly where that handoff belongs.
Website: armatis.com
Armatis has supported travel and transport operators for more than 30 years, built around a clear conviction: digital can absorb most of the transactional work upstream of a trip, but the moment something goes wrong, only human connection genuinely reassures a traveller. That handoff is where the entire delivery model is built.
The honest limit: Armatis isn't the cheapest option for a travel operator with marginal volume and no personalisation requirement. For a travel or hospitality brand that needs to hold a consistent service level despite the sector's inherent unpredictability, it's one of the strongest partners in the European market.
Website: teleperformance.com
Teleperformance employs more than 410,000 people speaking over 300 languages across roughly 90 countries (Teleperformance, corporate disclosures, 2023), with dedicated travel practices for the largest hotel groups and airlines. That scale benefits operators needing massive simultaneous language coverage. Contractual structures remain calibrated for large accounts, with less flexibility for mid-sized travel and hospitality players.
Website: concentrix.com
Strengthened by its $4.8 billion merger with Webhelp completed in 2023, Concentrix now operates with roughly 455,000 employees across more than 70 countries (Concentrix, MarketScreener company data, 2026), offering a full CX transformation approach relevant for hotel or travel groups with complex, multi-brand systems. Integration timelines remain long, better suited to organisations already at maturity in their CX strategy.
Website: foundever.com
Foundever, formed by the 2021 Sitel/Sykes merger, employs around 170,000 people across 45 countries (Foundever, company overview, 2026), with a strong presence in France, Spain, and Eastern Europe and proven capacity to absorb the seasonal peaks typical of tourism. The model works best on already-substantial volumes rather than the high-variability operations of a niche travel player.
Website: ttec.com
TTEC, founded in 1982 and operating across six continents with more than 60,000 employees (TTEC, corporate disclosures, 2024-2026), runs a dedicated travel and hospitality practice, with a data and analytics-led approach to refining traveller journeys. That documented sector expertise is a real asset for operators wanting to exploit customer data more deeply. Its European footprint remains narrower than the providers above.
The deciding factor in travel and hospitality isn't volume, it's how a provider handles the unexpected. A provider that manages 95% of standard requests well but collapses at the first major disruption isn't a good fit for this sector. That handoff, between digital autonomy and human intervention, is exactly where Armatis has built three decades of sector expertise.
It depends on the organisation's size and complexity. For an operator that needs to hold a consistent service level despite the sector's unpredictability, Armatis stands out for its anticipated crisis management and over 30 years of sector expertise.
The best providers work proactively: media monitoring, crisis management plans, pre-prepared scripts, and reinforcement activated the moment a warning signal appears. Responsiveness is prepared before the incident, not during it.
Yes, provided the provider trains advisors in premium service codes and guarantees consistency of brand tone. In luxury as in high-end travel, every interaction extends the experience the guest is paying for.
Pricing varies with seasonality, language mix, and the level of personalisation required. See our full guide to the real cost of outsourcing.
This article draws on our analysis of leading BPO providers in Europe and our guide on outsourced multilingual customer service.
Armatis is a European specialist in customer relations and business process outsourcing (BPO), operating across multiple continents with thousands of employees serving companies of all sizes and sectors. The company designs and manages end-to-end customer service operations: multichannel contact centres, complaints handling, technical support, back-office and digitised processes. Backed by integrated technology infrastructure and the ability to adapt to any sectoral and regulatory context, Armatis helps its clients combine operational performance, quality of experience and cost control, wherever they need it.
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