Deliver five-star support across every stage of travel

From last-minute changes to post-trip queries, Freshdesk helps you stay responsive across channels with AI Agents, automation, proactive updates, and smart agent assistance.

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Top customer support challenges in the travel and hospitality industry

Quick first response

40% of travelers expect a response within the first hour.

Hyper personalization

71% travelers now expect personalized services tailored to their preferences.

Omnichannel support

73% of customers expect consistency across channels, but only 29% feel they receive it.

Poor feedback collection

Since 2021, customer feedback has decreased by 7.2%⁴ due to challenging feedback mechanisms.

Freshdesk: Your companion in earning traveler loyalty

Let AI take the pressure off your team

Freddy AI Agent acts as a digital concierge, resolving common queries like itinerary changes, flight delays, and baggage issues, without agent involvement.

Always on and always accurate, Freddy helps you scale support without scaling headcount.

Personalize every journey, effortlessly

Give agents instant access to traveler preferences, loyalty tier, and past interactions in one place.

Whether it’s a room upgrade or local recommendations, your team can deliver thoughtful, personal support at every step.

Support travelers on every channel

Freshdesk unifies WhatsApp, Messenger, Instagram, web, and more into a single inbox.

Agents can easily access queries from across channels, respond faster, and keep conversations consistent, no matter where they start.

"One month we even achieved a 110% recoup rate, meaning that the customer service hub brought in more revenue than it cost. Once agents experienced Freddy AI Copilot, they couldn't imagine working without it.”

Ollie Wildeman
Ollie WildemanVice President of Customer

Business ohallenge

  • Customer service agents didn’t have the capacity to support sales

  • Taking time to focus on sales could potentially compromise service quality

Business outcome 

  • Freshdesk supports agents in real time and automates administrative work

  • Freshworks solutions are built on Freshworks Neo Platform, powered by AWS, providing a strong and scalable foundation for end-to-end cloud operations

Help agents respond faster, with less effort

Assist agents with real-time suggestions, tone adjustments, pre-filled replies, live translations, and instant summaries, helping them craft accurate, on-brand responses in seconds with Freddy AI Copilot.

Use feedback to create better experiences

Trigger post-trip surveys based on booking type, flight, cruise, or tour, and track trends with built-in analytics.

Turn insights into action and make every traveler’s next journey even better.

52%of queries deflected by AI agents
43.2%improved First Response Time with Freddy AI Copilot
95.1%CSAT achieved in Travel & Hospitality industry

Handle high-volume travel queries without agent intervention

Freddy AI Agent acts as a digital concierge that supports travelers 24/7, helping resolve time-sensitive questions quickly, whether at the airport, hotel, or in transit.

Change or cancel a booking

Let travelers adjust or cancel reservations instantly, based on fare rules or property policies.

Get check-in or boarding info

Share digital check-in links, boarding times, or room access details based on trip details.

Report lost luggage or items

Collect details and initiate claims with the correct department or vendor, without agent help

Share loyalty points or tier details

Answer loyalty program questions instantly - from points balance, tier benefits, to how to redeem.

More reasons to choose Freshdesk for your business

Lower total cost of ownership

Freshdesk unifies all your support channels in one scalable platform—eliminating the need for multiple tools and reducing overhead.

Easy to set up, easier to use

Freshdesk’s intuitive interface makes onboarding simple—so your team can start supporting customers in minutes, not weeks.

Connect with 1000+ apps, effortlessly

Extend Freshdesk with seamless integrations across CRM, telephony, WFM, and collaboration tools—so everything works better, together.

Uncomplicate travel support with Freshdesk

14-day free trial. No credit card required. Zero commitment.

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