In travel and hospitality, support isn’t a nice-to-have, it’s part of the experience. Guests and travelers don’t reach out when things are perfect; they reach out when plans change, delays happen, payments fail or emotions are high. Pexly helps travel brands, OTAs, hotels, rentals, and hospitality platforms deliver reliable service 24/7 across channels and 30+ languages, so customers get help in the moment they need it – before frustration turns into cancellations, bad reviews or lost loyalty.
Our model is human-first but AI-empowered. AI accelerates the routine: instant answers to common questions, smart routing, faster triage, and knowledge retrieval across policies, bookings, and FAQs. But humans supervise the operation and take over the cases where judgment and care matter most – refunds, rebookings, complaints, VIP guests, and complex exceptions. That means you get the speed customers expect, with the empathy and accountability that protects your brand when things go wrong.
Travel is unpredictable, but your support operation doesn’t have to be. We plug into your tools, workflows, and SLAs to provide consistent coverage during peaks (holidays, promotions, seasonal surges) and during incidents (weather disruption, operational outages). The result is calmer customers, fewer escalations, stronger reputation, and a support experience that actually matches the promise your marketing makes.
What we handle for Travel & Hospitality
01
Hotel
Reservation Assistance: Providing support for booking, modifying, or canceling reservations.
Room Assistance: Handling inquiries about room types, amenities, accessibility, and special requests.
Billing and Payment: Assisting with billing inquiries, refunds, and payment issues.
On-site Support: Addressing concerns or issues that arise during a guest’s stay, such as room cleanliness, maintenance, or noise complaints.
Concierge Services: Offering recommendations and assistance with local attractions, transportation, dining, and activities.
Technical Support: Assisting with issues related to accessing Wi-Fi, using in-room amenities, or troubleshooting other technical problems.
02
Ticket Booking Platforms
Booking Assistance: Helping customers navigate the booking process, including selecting flights, hotels, rental cars, or vacation packages.
Payment Support: Addressing payment errors, processing refunds, or assisting with payment-related inquiries.
Travel Itinerary Support: Providing assistance with itinerary changes, including flight rescheduling, hotel modifications, or cancellations.
Travel Alerts and Updates: Keeping customers informed about flight delays, cancellations, or other travel disruptions.
Customer Account Support: Assisting with account management, password resets, or troubleshooting login issues.
Technical Support: Helping customers troubleshoot technical issues with the booking platform, such as website navigation, app functionality, or payment processing.
03
Travel Agencies
Destination Knowledge: Providing expert advice and recommendations on destinations, accommodations, activities, and travel packages.
Customized Travel Planning: Assisting customers with creating personalized itineraries based on their preferences, budget, and travel goals.
Booking Support: Facilitating reservations for flights, hotels, tours, transportation, and other travel services.
Travel Documentation: Guiding customers through the process of obtaining visas, passports, travel insurance, and other necessary documents.
Emergency Assistance: Offering support for travelers facing unexpected emergencies, such as medical emergencies, natural disasters, or political unrest.
Post-Travel Support: Following up with customers after their trip to gather feedback, address any issues or complaints, and facilitate future travel arrangements.
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Support for Travel & Hospitality, built around your customers.
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