CogentHub

Travel and Transport Services

Globalisation, urbanisation and population growth are overwhelming the travel and transportation industry, thus creating several challenges for them. The list often includes issues like commoditisation, generating new sales channels, cost escalation, rising customer demands, environmental sustainability, security measures and new regulations.

These issues can be distractive and take the focus away from the core function of a travel or transport company. Hence, an external planning and management system is required. CogentHub helps travel and transportation companies gain deeper insights into customer demands and industry requirements, allowing them develop better marketing strategies. We help companies streamline their back-office functions as well as better satisfy their customers.

Airlines Services:

The Airlines industry has emerged as a stronger sector, even though it saw a lot of attrition and downturn in the last decade due to the economic slowdown coupled with rising suppliers and fuel costs. At CogentHub, we offer an end-to-end solution to help the Airlines industry function at an optimum cost.

We also provide similar solution for the industry that includes the following:
Airline Analytics: Airline Revenue Accounting
  • Interline Network Optimisation Analytics
  • Monthly Business Analysis and Management Reporting
  • Provision Analysis and Structuring
  • Predictive analysis for Revenue Projections
  • SPA performance Analysis as compared to Market data
  • Airline Loyalty Management
  • Customer Segmentation
  • Target List Generation followed by Marketing Campaigning Designing and Strategies
  • Interline Evaluation
  • SPA/Code Share Score Carding
  • Identify the key evaluation areas for interline relationship using robust analysis framework
  • Recommendations around key business decisions like sectors, RBDs, connectivity, etc.
Loyalty Management
  • Member Enrolment, tracking transactions, point balancing and expirations
  • Tier management and accruals/redemptions
  • Membership control
  • Partner management and reporting
Customer Care
  • General Enquiries, Itinerary Research, Destination Information, Customer Sales/ Bookings and Reservations
  • Email and Online Booking Fulfilment
  • Cross sell/Up-sell of Ancillary Products
  • Cancellations/Reschedules, Refund and Exchange Management with SLA Monitoring
  • Schedule Change and Lost Baggage Handling
  • Chat Support
  • Complaint/Correspondence Handling
  • Customer Satisfaction Surveys and E-mail Processing
  • Technical Helpdesk
Travel Management Services

The value chain of travel management deals with efficiency and scale. However, the competitive marketplace along with reduced incentives and commissions have been pushing the margins and impacting the revenues of the travel companies, as a whole. In order to increase business efficiency, reduce costs and improve top line revenue, industry players are looking for innovative solutions. With CogentHub as your BPO partner, you can meet industry-specific issues, complexities and challenges while enhancing the functions across your entire business value chain and maximize the revenue potentials.

Our services include:

Front Office: Customer Contact Centre – Front Office
  • General Enquiries, Itinerary Research, Destination Information, Customer Sales/Bookings and Reservations
  • MICE support
  • Email and Online Booking Fulfilment
  • Cross sell/Up-sell of Ancillary Products
  • Cancellations/Reschedules
  • Schedule Change
  • Chat Support
  • Complaint/Correspondence Handling
  • Customer Satisfaction Surveys and E-mail Processing
  • Social Media Tracking and Management
  • Website Support
Customer Contact Centre – Mid Office
  • Fulfilment, PNR Completion and Update
  • Content Distribution
  • Refund and Exchange management
  • ADM Verification
  • Seat Upgrade and Waitlist Clearance
  • GSA and other Sales Report
  • Deals and Supplier Contract Update
  • Net/Contract Fare Management with Pricing and Fare Updates
  • Revenue Protection- Fees and Commissions
  • Analytics and Newsletter
Customer Contact Centre – Back Office
  • Procurement
  • MIS
  • Payables Reconciliation
  • Expense Accounting
  • Receivables Reconciliation
  • Payroll Administration
The CogentHub Advantage:
  • Top-notch operational efficiency
  • Alternative service delivery models to reduce costs
  • Enhanced customer service
  • Improved profitability
  • Innovative market strategies