Travel & hospitality AI:Keep every journey moving
ASAPP's Customer Experience Platform (CXP) is the agentic CX platform for travel and hospitality: AI that delivers end-to-end customer service resolutions, inside the guardrails you control.
CXP understands the situation, adheres to your policies, consults an expert when judgment matters, and sees the resolution through.
Give travelers fast, personalized support across the whole journey, even when a disruption sends volume surging.
Resolve more interactions with AI while keeping your teams in control through guardrails, permissions, monitoring, and human oversight.
"[Amelia, our AI agent powered by ASAPP,] helped us achieve a ninety-two percent CSAT, which is higher than our actual frontline crew members. And we’ve seen a twenty-five point jump in first contact resolution because of her. That’s amazing.”
Turn moments of tension into moments of relief
Travelers rarely reach out when things go right. They reach out when something's wrong: a delay, a wrong room, a charge that shouldn't be there. Every minute until it's resolved is tension.
37% of travelers switch brands over how a disruption was handled, not the disruption itself. Every resolution compounds loyalty.
OAG: “Loyalty and disruption: the new age of travel.”
Storm days or booking season. Absorb the spikes at scale, so peak events don't require peak headcount.
Measure containment, CSAT, and cost per resolution against your own baseline. Show real savings in your own operation, not in a demo.
The new standard for travel & hospitality CX
Give your team control over how AI acts
Bring agentic AI into complex travel service without giving up the systems, policies, or human judgment your operation depends on.
Coordinate reservations, loyalty, payments, and operations instead of treating each customer request in isolation.
Control what actions can be taken, monitor behavior, and keep a record of decisions and outcomes.
When a decision needs human judgment, CXP consults a specialist and keeps serving the traveler. No handoff, no starting over, no lost context.
“We needed to find an agile, collaborative partner to help us engage with our customers in the channels where they want to interact with American Airlines. ASAPP is that partner, and we’ve seen customer engagement improve since launch.”
Put CXP to work: AI use cases for airlines, hotels, and cruise lines
Find alternate flights, sailings, or rooms and complete booking changes when operations are disrupted."
Coordinate reservations, dining, excursions, activities, and real-time trip changes.
Process cancellations, baggage claims, disputed charges, and compensation based on your policies.
Recommend seat, room, and stateroom upgrades using traveler context.
Explain benefits, apply upgrades, and help travelers redeem rewards.
Works with the platforms your teams already use
CXP connects across the customer service and enterprise systems behind the journey, so your teams can build on the stack already in place.
Prove value in your operation. Expand across the journey.
Access & mapping
Read-only access to your PSS or PMS, CRM, and loyalty systems. Load guardrails and policy tables.
Shadow mode
AI runs on live traffic without acting. Compare its decisions against your agents and set your baseline.
First live workflow
Launch one workflow with a low autonomy ceiling and human approval on exceptions.
Full production
Broaden workflows and permissions based on the audit record and measured results.
Go deeper on
What if every traveler request could be resolved end to end?
ASAPP’s Customer Experience Platform handles disruptions, booking changes, refunds, and loyalty requests autonomously—within the guardrails you set.
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