Speed alone doesn’t define great travel CX. Answering a call in 10 seconds means nothing if the agent can’t rebook the ticket. Travel leaders need to move beyond “Factory Metrics” (AHT, Occupancy) to “journey Metrics.”
KPIs That Matter
- Rebooking Success Rate: Of the passengers impacted by a cancellation, what % were rebooked on the first contact?
- First Contact Resolution (FCR): Did we solve the issue without a callback?
- Complaint Volume: Is the volume of post-trip complaints trending down?
- NPS (Net Promoter Score): “Based on how this disruption was handled, would you fly with us again?”
Nearshore Discipline
Nearshore partners help maintain KPI discipline because they are contractually obligated to hitting these targets. It removes the ambiguity often found in internal teams (“We were just too busy”).
Confirm your KPIs measure traveler satisfaction—not just efficiency.
