Booking support
Explain reservation requirements, changes and next steps before travel begins.
TRAVEL & HOSPITALITY
Keep every journey moving when plans change
Connect inspiration, booking, service, disruption recovery, loyalty, and partner operations so travelers receive timely, personal support across every channel and time zone.
The opportunity
Responsive service from booking to return
Make routine travel simple and disruption support fast, clear, and personal.
Guest services
Route stay-related requests to the right property or service team with context.
Disruption recovery
Clarify approved options when cancellations, delays or missed connections change the journey.
Loyalty
Resolve membership and reward questions alongside the customer's booking history.
Partner care
Coordinate information and service handoffs with travel and hospitality partners.
Revenue support
Help customers understand relevant options while keeping booking terms clear.
Linked solutions
Capabilities built around the work
01
Conversational AI Solutions
Answer routine booking questions and guide travelers to a person when plans become complex.
Explore solution →02Web, Mobile & Digital Marketing
Improve booking and service journeys across travel websites and mobile experiences.
Explore solution →03Digital CX Transformation
Connect guest support and disruption workflows across digital and human channels.
Explore solution →Why Gatestone
Built for the moments that test the operation
Keep booking details and the reason for disruption available as support moves between teams.
Global coverage for every time zone
Plan support around traveler locations, journey stages and expected contact windows.
Surge-ready disruption support
Prepare escalation and communication workflows for concentrated disruption demand.
Context that follows the traveler
Pass itinerary, prior actions and promised next steps to the team continuing the case.
Design a smoother guest journey
Talk to our teamCX CHALLENGE → RESPONSE
Travel and hospitality experiences depend on thousands of operational moments. The strongest brands make those moments feel coordinated, especially when demand surges or plans change.
CHALLENGE 01
Demand and disruption arrive in waves
Weather, cancellations, schedule changes, launches, and seasonal peaks can create sudden service pressure.
GATESTONE RESPONSE
Create an event-aware service model
Connect operational events to proactive communications, digital options, intelligent routing, and prioritized human support.
CHALLENGE 02
Traveler context disappears across partners
Airlines, hotels, cruise, loyalty, OTAs, restaurants, and ground services often hold separate pieces of the journey.
GATESTONE RESPONSE
Build a portable journey context
Carry identity, itinerary, preferences, status, prior steps, and service history across channels and handoffs.
CHALLENGE 03
Service recovery is expensive and inconsistent
Rebooking, refunds, vouchers, changes, and exceptions require policy knowledge, authority, empathy, and speed.
GATESTONE RESPONSE
Automate within clear recovery boundaries
Resolve permitted requests digitally and route exceptions to empowered teams with policy, context, and recommended options.
CX OPERATING SYSTEM
Bring booking, loyalty, operational events, traveler intent, and service outcomes into one decision and recovery system.
OPERATING LOOP
OBSERVE → DECIDE → ACT → IMPROVE
01
Anticipate
Use demand, itinerary, preference, and operational signals to understand the next need.
02
Inform
Deliver clear, timely, multilingual guidance across the traveler's preferred channel.
03
Recover
Offer permitted changes, rebooking, service recovery, or human escalation with full context.
04
Remember
Use outcomes and feedback to improve loyalty, operations, and future journey design.
CUSTOMER EXPERIENCE CAPABILITIES
01
Digital booking and conversion
Improve inspiration, search, booking, ancillary sales, checkout, and mobile journey design.
02
Conversational service and disruption recovery
Support reservations, changes, status, rebooking, loyalty, and exceptions across voice and messaging.
03
Loyalty and lifecycle growth
Connect personalization, offers, service recovery, feedback, and retention around traveler value.
04
Partner and B2B growth operations
Support property, merchant, restaurant, route, and partner acquisition with data informed sales workflows.
SECURITY + CONTROL
Travel workflows are structured around verified identity, approved fare and recovery rules, secure payment handling, role-based authority, human escalation, and reviewable outcomes.
Traveler identity + itinerary
Approved fare + recovery rules
PCI-aware payment handling
Escalation + outcome evidence
CONTROL PLANE
MONITORED
Traveler identity + itinerary
Approved fare + recovery rules
PCI-aware payment handling
Escalation + outcome evidence
CONNECTED GATESTONE SOLUTIONS
01
Conversational AI Solutions
Resolve bookings, changes, status, loyalty, and disruption needs across voice and messaging.
Explore solution →
02
Web, Mobile & Digital Marketing
Build connected inspiration, booking, loyalty, and campaign experiences.
Explore solution →
03
Digital CX Transformation
Connect traveler context, service workflows, data, and operating teams.
Explore solution →
Start with the travel moments where better context, faster digital resolution, and human judgment can create the greatest loyalty impact.