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HBX Group’s AI-backed strategy drives record customer service levels

HBX Group (HBX.SM), an independent B2B travel technology marketplace, has announced that its customer service reached record levels of call attendance ratios and customer satisfaction scores during the peak Summer 2025 season. Across July and August, more than 500 thousand customer cases were managed across all channels, with written cases resolved within an average of 24 hours, highlighting the scale and speed of HBX Group’s customer operations. During this period the customer service team successfully handled over 200 thousand customer calls, of which 98% were successfully answered in an average of 22 seconds and with a 93% customer satisfaction score. Data analytics and artificial intelligence “These results are a real testament to the investments made in data analytics and artificial intelligence, which together with the quality and experience of our customer service teams has enabled us to deliver record high customer service” said Xabier Zabala, Chief Operations Officer at HBX Group. “Our unwavering dedication to providing frictionless customer service and best-in-class tools to our partners is clear and we are committed to continue improving our services for our clients and partners alike.” The company’s historic results demonstrate the benefits of using artificial intelligence (AI) for relevant customer service tasks. Over the last months HBX Group introduced AI processing of all customer queries and automated features to handle many of the simpler cases, which, in turn, frees up the customer service team to focus on more urgent and complex activities that are best managed with human input. GenAI trainer Additionally, HBX Group recently launched its GenAI trainer to help its customer service agents better prepare for and respond to a wide range of scenarios. HBX Group’s record customer satisfaction scores highlight how technology can be applied successfully to enhance human relationships. The success of HBX Group’s customer service in ensuring that any client issues will be dealt with and resolved as quickly as possible, especially during July and August (the busiest months for their clients and suppliers) reinforces the company’s goal to be at the forefront of the industry in terms of customer service.

Novotel & ibis Styles Manila Araneta City affirm leadership in customer service and sustainability

Novotel Manila Araneta City continues to raise the bar for Philippine hospitality on the global stage, proving that true excellence lies in delivering both exceptional guest experiences and responsible, sustainable operations. Fresh from being named the 2024 LISTeN Program Champion in the midscale market category for the third time, the hotel once again reaffirms its leadership in personalized service, guest listening, and satisfaction. At the same time, Novotel and ibis Styles Manila in the City of Firsts jointly received the prestigious Green Key Certification, an international recognition of their steadfast commitment to environmental stewardship and eco-conscious hospitality practices. These twin milestones highlight not only the hotels’ ability to anticipate and exceed guest expectations but also their dedication to protecting the planet for future generations. As Accor general manager for the Philippines (PME) Maria Manlulu-Garcia puts it: “At Novotel Manila Araneta City, our guests remain at the heart of what we do. This recognition reflects the unwavering dedication of our team throughout the years, who go above and beyond each day to deliver outstanding hospitality and create unforgettable moments for every guest.” Cluster director for reservations Anne Cruz added: “This distinction is a testament to the trust our guests place in us and the dedication of our entire reservations and guest service center team. Earning the title of LISTeN Champion once again challenges us to continue setting new benchmarks in service excellence and to deliver memorable experiences with every stay.” As Novotel Manila Araneta City celebrates this recognition, it reaffirms its dedication to setting new benchmarks in guest listening, personalization, and world-class service solidifying its position as a leader in the hospitality industry. A champion for exemplary service Novotel Manila Araneta City has been hailed the 2024 LISTeN Program Champion in the midscale market category. With an impressive average score of 97.23 percent, surpassing its own record from last year, the hotel continues to represent the Philippines on the global stage, securing its third championship title following victories in 2019 and 2023. The LISTeN Program, AccorHotels’ signature quality program, evaluates hotels based on five key pillars: client recognition, needs qualification, client stay information, personalized proposition, and overall guest experience. Its principles emphasise guest-centric service, seamless communication, and tailoring every stay to meet unique customer needs. Behind this success is Novotel Manila’s commitment to innovation and guest satisfaction. From well-appointed rooms and vibrant social spaces to world-class dining options, the hotel continues to redefine hospitality in the midscale segment. By combining world-class service with a greener, more sustainable future, Araneta Hotels Inc continues to set new benchmarks for hospitality in the Philippines and strengthens its place as a leader in the global industry.

United Set to Hire More Special Olympics Athletes As Customer Service Ambassadors

United announced that it will expand the industry's only Special Olympics Service Ambassador (SOSA) program to the airline's hubs in Los Angeles, San Francisco, and Newark. The goal is to welcome 10 more people into the program and reach a total of 28 SOSA employees across all seven of its U.S. hubs, furthering its effort to create employment opportunities for people with physical and intellectual disabilities. Former San Francisco 49er and all-time receiving touchdowns leader Jerry Rice was on-hand at United's San Francisco hub today to help recruit, undergo a "boot camp" by some of United's existing SOSAs and get a firsthand look at their responsibilities. "I've been fortunate to be part of lots of winning teams and world-class organizations, and it's a real honor to be part of a program like this that proves greatness comes from giving everyone a shot," said Jerry Rice. "What I saw today being trained by these SOSAs was dedication, skill, and heart, and that's what makes a team unstoppable." United's SOSA program gives Special Olympics athletes the opportunity to earn part-time employment with full employee benefits. United SOSAs welcome customers in the airport lobby and help them find check-in kiosks, bag check locations, and security lines. Post-security responsibilities include navigating the terminal and using digital customer service tools. "Our Special Olympics Service Ambassadors deliver a daily dose of inspiration and an extra set of helping hands to our employees while also providing friendly, timely service to our customers," said United Chief Operations Officer and Special Olympics board member Toby Enqvist. "I'm so proud of our SOSA team and look forward to growing at three more of our hubs – they not only enhance the customer experience in a uniquely United way, but also help to foster inclusive, dynamic, and engaging workplaces for all." "The continued expansion of United's Special Olympics Service Ambassador program is a powerful example of what true inclusion looks like in action," said Zehra Sayin, Chief Communications, Development and Marketing Officer of Special Olympics. "By creating meaningful, visible roles for our athletes, United is not only enhancing the travel experience for its customers but also helping to shift perceptions about the capabilities of people with intellectual disabilities. We are proud to partner with United as they lead the way in showing how diversity and inclusion can strengthen workplaces, communities, and lives." United first launched the SOSA program in Chicago during National Disability Employment Awareness Month in 2019 and quickly expanded to its hubs in Houston, Denver, and Washington DC. Since its inception, the Special Olympics Service Ambassadors program has given Special Olympics athletes the opportunity to gain firsthand experience working as part-time employees for United Airlines. "As an athlete, I lean on skills like teamwork and communication to excel in my sport and being able to share those experiences and skills with United customers is really fulfilling," said Lauren Miller, a current United SOSA in Chicago. "It's exciting to know that more people are going to be able to experience this great program for themselves and get the chance to impact passengers on a daily basis." United's Storied History with Special Olympics United has a longstanding partnership with Special Olympics that includes a wide range of sponsorship and event activations including plane pull competitions, localized volunteering, support of the Capitol Hill Day in Washington D.C. and the Global Athlete Congress at the Special Olympics World Games. As sponsors of the 2025 Capitol Hill Day, United supported Special Olympics delegates championing inclusion and critical funding. Special Olympics athletes led more than 330 face-to-face meetings with Members of Congress in both the House and Senate, inviting their elected officials to partner with them to support inclusive education and health initiatives for people with intellectual disabilities. The event brought together more than 275 participants from 50 programs across the country. In 2025, United's Chief Operations Officer, Toby Enqvist was appointed to the Board of Directors for Special Olympics International. His leadership adds momentum to the airline's shared commitment to inclusion in the workplace and empowering individuals with intellectual disabilities on a global level. United customers can also support Special Olympics through United's Miles on a Mission program. Accessibility Initiatives at United United Airlines' implementation of the SOSA program is just one of the many ways the airline has dedicated itself to fostering welcoming and inspiring environments for everyone, both travelers and employees alike. For over eight years, United has been a Best Place to Work for Disability Inclusion and has worked to improve accessibility through measures including: The industry's first digital sizing tool for wheelchairs and reimbursing the difference in fares if a customer needs to pay more for a flight that can accommodate their wheelchair. The first U.S. airline to add Braille to aircraft interiors to help millions of travelers with visual disabilities more easily navigate the cabin independently Launching a new collaboration last year with United Spinal Association where the organization will help support and advise the airline in its efforts to improve accessibility throughout the entire travel experience. The United mobile app makes it easier for people with visual disabilities to use by offering increased color contrast, more space between graphics and an enhanced display and announcement of information to better integrate with the screen reader technologies like VoiceOver and TalkBack United's Inflight Seatback Entertainment screens offer a wide range of accessible features like closed captioning, text-to-speech controls, magnification, explore-by-touch capabilities, audio-described movies, and adjustable and high-contrast text and color correction United offers day-of travel support for the visually and hearing impaired with Agent on Demand where a customer can use audio, video and chat to get assistance by a United Customer Service Representative

Cebu Pacific set to change the customer service game with its generative AI service agent

Philippine low-cost carrier Cebu Pacific announced a partnership that may change the game in terms of airline customer service in Southeast Asia. Cebu Pacific has teamed up with global AI customer service specialist Ada to launch its first generative AI service agent. This upcoming multi-channel innovation puts the airline at the forefront in the use of AI in customer service in the Southeast Asian region. According to airline chief marketing and customer experience officer Candice Iyog: “Cebu Pacific has always been at the forefront of innovation, striving to provide extraordinary travel experiences. Partnering with Ada allows us to set a new benchmark in customer service by leveraging AI to better serve our passengers.” Iyog added that this technological milestone underlines Cebu Pacific’s commitment to providing quick and seamless solutions to its customers whilst optimising operations. The launch of this generative AI agent is a key part of Cebu Pacific’s long-term strategy to innovate sustainably and deliver consistent excellence for its passengers. Making a difference with Ada With Ada’s state-of-the-art AI management platform, Cebu Pacific is enhancing how customers interact with the brand across multiple touchpoints, delivering instant, accurate, and human-like support at scale. The new AI Agent will initially support Cebu Pacific passengers by automating common inquiries such as flight bookings, itinerary changes, and travel documentation requirements. Operating 24/7, it ensures customers receive support in real time. Ada’s generative AI capabilities also enable personalized and context-aware responses, making interactions more meaningful. Furthermore, the AI Agent integrates seamlessly with Cebu Pacific’s systems, providing customers with accurate information about their bookings, flight statuses, and more. Ada’s chief product and technology officer Mike Gozzo pointed out how Cebu Pacific is setting a bold example of how applied AI can transform customer service. Gozzo said: “Through our partnership, we’re empowering Cebu Pacific to not only scale their support across channels and markets but also to continually enhance the performance of their AI Agent. Ada’s platform is uniquely designed to help businesses like Cebu Pacific deliver outstanding experiences today while unlocking even greater value over time through continuous improvement by coaching and optimizing their AI Agent.” Cebu Pacific’s collaboration with Ada further underscores its vision of making every travel interaction extraordinary. As the airline scales its AI capabilities across customer service channels, it will continue exploring new use cases to further elevate the customer experience, including proactive notifications, multilingual support, and intelligent recommendations for travelers.

SriLankan Airlines introduces its AI-powered customer service chatbot Yaana

SriLankan Airlines recently introduced Yaana, an artificial intelligence (AI)-powered chatbot to augment its customer service facilities. Yaana is set to transform customer support and the way passengers interact with the airline by leveraging advanced AI and Natural Language Processing (NLP) technologies to intelligently assist with a wide range of passenger inquiries. Developed in collaboration with CodeGen International (Pvt) Ltd, Yaana is now live on SriLankan Airlines’ corporate website. The chatbot is expected to become an indispensable tool, especially during unplanned flight disruptions, a common occurrence in the airline industry, by assisting passengers in swiftly finding alternative travel options. Available globally, Yaana also has multilingual capabilities, making it accessible to SriLankan Airlines’ diverse, global customer base. How does Yaana work? Yaana is a generative AI virtual assistant powered by GPT-4 technology and is equipped with sophisticated retrieval capabilities to enhance customer interactions and efficiently address inquiries. The system also utilises a conversational AI framework and custom AI algorithms to deliver rapid, accurate, empathetic and contextually relevant responses. By cross-referencing multiple policy documents, real-time data sets, including flight schedules, Yaana ensures that passengers receive reliable, tailored information. Since going live, Yaana has handled close to 12,000 inquiries with remarkable efficiency, autonomously resolving 88 percent of reported issues and concerns. SriLankan Airlines’ head of worldwide sales and distribution Dimuthu Tennakoon said: “With its scalability, we anticipate Yaana will manage five times the current volume. By providing 24/7 assistance, including real-time updates during disruptions, streamlined booking guidance and personalised support for complex queries, Yaana will significantly enhance customer service every step of the way.”

EVA Air launches 24/7 customer service line

Taiwanese independent airline EVA Air officially launched its 24/7 customer service, offering around-the-clock support exclusively in English and Chinese. This makes EVA Air the first airline in Taiwan to provide this innovative service. Passengers can call their local EVA Air customer service line anytime for assistance in English or Chinese while existing support in local languages will continue to be available during regular service hours. This new 24/7 bilingual service marks a major step forward in EVA Air’s efforts to provide timely and professional assistance to passengers around-the-clock, ensuring a smoother and more secure travel experience. Boosting passenger experience As part of EVA Air’s ongoing commitment to enhancing passenger experience, the airline introduced an AI chatbot in traditional Chinese in 2019. The chatbot is capable of answering over 500 frequently asked questions, from bookings and flight schedules to baggage allowances and airport information. The airline plans to expand its live chat service in additional languages to offer even more support options for passengers. To further improve customer experience when calling the EVA Air customer support line, the airline implemented the GENESYS system in 2022, adding a “virtual queue” feature. Passengers can now opt for a callback, allowing the system to hold their place in line so that a representative can return their call in the original queue order, significantly reducing hold times. That said, EVA Air remains dedicated to service innovation and delivering an exceptional travel experience to passengers worldwide.

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TDM Travel Trade Excellence Awards Indonesia 2025

Introducing the TDM Travel Trade Excellence Awards, a prestigious awards programme recognising the pinnacle of excellence in the travel industry. With a keen focus on honouring the best hotels, airlines, airports, cruise lines, tour operators and travel agencies, booking platforms, and travel technology, projects, and initiatives, the TDM Travel Trade Excellence Awards programme aims to spotlight key players that consistently redefine industry standards and elevate customer experiences.

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December 2024 – GXT 2024, Guest Xperience Tech Summit & Expo

The program for the Guest Experience Tech Summit & Expo explores how technology transforms customer experiences across sectors. Through keynote sessions, panels, and workshops, attendees discover topics such as AI, automation, sustainability, and analytics. From reshaping guest interactions with AI and IoT to driving operational efficiency and sustainability, participants gain actionable insights to innovate in guest experiences.

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In partnership with TD, Avis and Budget Asia is offering Travel agents the opportunity to win a complimentary 3-day car rental in the Compact Car category (or similar) in selected Avis or Budget locations in Asia

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