Travel & Leisure
Reinventing the passenger experience in the era of digital transformation and local engagement.
Tourism is undergoing a profound transformation: by 2030, nearly 2 billion tourist arrivals are expected worldwide (UNWTO).
The modern traveler is hyper-connected, navigating a world shaped by artificial intelligence, connected devices, virtual reality, and social media. These shifts empower travelers, demanding truly omnichannel management of customer relationships and brand reputation. At the same time, security and climate concerns are increasingly influencing traveler choices.
In this context, Armatis supports Travel & Leisure players in creating seamless, personalized, and future-oriented experiences.
Key Trends and Transformations in Your Sector
Digital Transformation of Services
An omnichannel customer relationship in a fully digital environment—listening, responding, and enhancing your brand image.
Personalized Passenger Experience
From trip planning to return, covering every stage of the journey. Our teams deliver outstanding service in any situation, in over 8 languages, while optimizing contact rates per case.
On-Site Guest Support
Our specialists provide responsive, attentive care to customers on location, resolving even the most sensitive issues to ensure satisfaction.
Accessibility and Inclusion
Public service has a mission of universality: it must be accessible to all, including seniors, people with disabilities, or those less familiar with digital tools. This requires a particular focus on maintaining effective physical and telephone channels.
Complaint Management
Our experts handle complaints, investigate issues, and propose solutions to win back dissatisfied customers after their trip.
Our Approach
Armatis is your specialized, experienced partner, holding all the necessary certifications to guarantee operations that meet the highest standards—leveraging people, technology, and data.
Putting people at the heart of digital transformation
Turning regulatory constraints into opportunities for trust
Enhancing every interaction to deepen customer relationships and knowledge
80%
of travelers expect a response to their inquiries within an hour, regardless of the channel used.
67%
of travel customers say customer service quality influences their brand loyalty.
45%
of travelers abandon their online booking due to a process that is too complex or not reassuring.
72%
of consumers want a personalized experience throughout their journey, from website to after-sales service .
60%
of consumers want a personalized experience throughout their journey, from website to after-sales service.
88%
of tourism brands believe customer journey optimization is a key driver of post-COVID performance.
Key Figures Shaping the Travel & Leisure Customer Experience
Nos engagements et motifs de fierté pour assurer votre performance
EcoVadis Gold Label
ISO 27001 Certification
NIS2 - Ready
CSR Commitment – Exemplary Level
UGAP-certified ticketing and CRM platform
Case Studies: Measurable Results
Comment réussir l’externalisation de la Relation Client Banque par BNP Personal Finance ?
Comment un leader du retail optimise l’expérience client premium grâce à l’innovation et à l’omnichannel
Au coeur de l-expérience Client eSky
eSky: How customer relations and strategic outsourcing drive global travel success
Our Tailor-Made Solutions for Your Sector
A Dedicated Tourism & Transport Department
A wide range of expertise covering the entire traveler journey. Flexible solutions to handle both expected and unexpected activity peaks. Specialized training programs in “Tourism,” including GDS Amadeus. Dedicated teams for specific tasks: on-the-spot dispute resolution, supplier negotiations, incident management, crisis management. Annual recognition and awards in partnership with our clients.
Sales & Portfolio Management
Acquisition, loyalty, upselling, and portfolio monitoring—driven by behavioral data insights.
Technical Support & Helpdesk
Level 1 and 2 support for your banking applications, insurance platforms, and digital tools.
Middle & Back-Office Management
KYC, document verification, processing of complex cases, and compliance with IDD/AML-CFT regulations.
Debt Collection
Amicable and pre-litigation recovery strategies, empathetic dispute management, and guaranteed PCI DSS compliance.
Trust & Safety
KYC and KYB processes, fraud prevention, moderation of sensitive content, and compliance with GDPR and eIDAS standards.
