Customer Service

Provide a modern customer service experience that can anticipate needs and resolve issues efficiently to increase loyalty and revenue.

Customer service is paramount to the guest experience for most travel and hospitality companies. Plans are often changed last minute, or disrupted, and call centers are often ill-equipped.
Instead of working with legacy providers or being constrained by company resources, businesses can leverage the same technology that handles customer service for This helps companies provide a modern customer service experience with one view of the customer that can anticipate needs and resolve issues. The AWS Modern Contact Center solution, built on Amazon Connect, makes it easy for any business to deliver enhanced customer service at a significantly lower cost. With Amazon Lex, companies can create chatbots with ease, reducing cost and load on their service center.
Delta Airlines delivers personalized and reliable customer experiences at scale using AWS (1:07)


Deliver omnichannel experiences
Build high-quality omnichannel voice and interactive chat experiences to support your customers from anywhere.
Anticipate and resolve needs fast
Empower your agents to be more proactive and productive. Surface unified customer profiles and recommended answers in real time, and track follow-up tasks to quickly resolve customer issues.
Foster greater customer loyalty
Provide customers with a best-in-class experience all while saving on costs compared to traditional contact center solutions.

Customer Service use cases and solutions

Explore solutions by use case

Contact Center Modernization

Using Contact Center Modernization solutions on AWS, T&H companies can build scalable, omnichannel cloud contact centers to reduce operational costs, increase productivity, and increase customer satisfaction.

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Disruption Handling & Communications

Get a holistic view of current operations and implications so managers can better predict disruptions, take preemptive measures, and communicate accordingly.

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Omnichannel Traveler/Guest Communication

Manage and analyze customer communications across multiple channels, such as email, web, and social media.

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Traveler/Guest Loyalty & Rewards Management

Tailor a better customer experience, increase customer engagement and satisfaction, improve conversion of new buyers, build customer loyalty, and reduce management costs.

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Traveler/Guest Self-Service

Empower customers to find solutions to potential issues without needing to speak with an agent.

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Amazon Connect

With Amazon Connect, you can set up a contact center in minutes that can scale to support millions of customers.

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The Showroom by NLX

The Showroom is an interactive travel & hospitality experience that puts you in the customer's shoes, allowing you to experience what best-in-class personalized self-service looks like for airlines, hotels, and restaurants.

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Guidance for Omnichannel Customer Engagement for Travel & Hospitality on AWS

This Guidance features a unified user interface for customer service teams at Travel & Hospitality companies, with recommendations for delivering personalized customer service across all channels.

Explore here »

Get started with select AWS services

Cloud native desktop and application virtualization
Build chatbots with conversational AI
Turn text into lifelike speech using deep learning

Customer stories

Priceline logo

Priceline Optimizes Customer Service during 3x Call Increase Using Amazon Connect

Learn how AWS helped Priceline migrate to Amazon Connect and function efficiently despite facing challenges during the COVID-19 pandemic.

Read the case study »
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Delta logo

Starbucks Builds Seamless Customer Experiences on AWS

Starbucks uses AWS to build a customer rewards and commerce platform that is flexible, reliable, and scalable to support millions of customers.

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RedAwning vacation home stock image
RedAwning logo

RedAwning Scales Great Customer Service Using Amazon Connect and AWS AI Services

Using Amazon Connect, RedAwning easily built an intelligent virtual agent to answer calls, match guests with their reservations, and engage naturally with users.

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Accor logo

Accor Delivers World Class Hospitality Through Superior CX

Discover how Amazon Connect helped Accor create automated and agent assisted experiences that resulted in a 97% customer satisfaction rate.

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Innovate with Travel and Hospitality Competency Partners

Discover purpose-built solutions and services from an expansive network of industry-leading AWS partners specializing in helping brands improve customer trust and increase guest loyalty by providing modern customer service experiences.

Local Measure logo

Local Measure Engage for Amazon Connect is an omnichannel agent desktop for contact centers to manage all inbound customer conversations across voice, email and digital messaging all in one place, radically improving agent productivity and powering meaningful customer experiences.

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NLX logo

NLX helps customers to create conversational experiences at scale, including a platform to build and manage conversational AI applications, Voice Insights to provide Contact Center Insights, and Analytics for Amazon Connect.

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Zendesk logo

Zendesk is an award-winning customer service software trusted by 200K+ customers. Zendesk helps travel & hospitality brands of all sizes elevate their customer interactions via text, mobile, phone, email, live chat, social media.

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AWS Service Partners

Our network of AWS Service partners offers strategy and deployment services to Travel and Hospitality brands to accelerate digital transformation and innovation.

Accenture logo

Accenture Travel Industry Practice helps travel companies outmaneuver uncertainty by innovating around industry-specific functions and capabilities to provide clients with speed-to-value.

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Deloitte logo

Deloitte Travel & Hospitality helps to mobilize data and insights to optimize customer experiences, create operational efficiencies, improve product pricing, and inform management decisions.

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Slalom logo

Slalom specializes in helping clients maximize the value of AWS cloud, from planning to migration. Its expertise extends across infrastructure architecture, enterprise data management, and more.

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VoiceFoundry logo

VoiceFoundry specializes in the delivery of cloud-based enterprise contact center solutions and are uniquely focused on helping businesses improve customer engagement while maximizing the benefits of the cloud.

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Discover AWS Travel & Hospitality Competency Partners

AWS Travel and Hospitality Competency partners are validated for technical proficiency and proven customers success and have deep domain expertise to accelerate the industry’s modernization and innovation journey from behind-the-scenes operational efficiencies to guest-facing customer experiences.

AWS Travel & Hospitality Competency Partners logo


See related technical guides, solution briefs, blogs, and much more.


Ryanair Improves Customer Support Using Amazon SageMaker

Hear from AWS customer, Ryanair, and AWS Partner, Cation Consulting, as they share how the two companies worked together leveraging Amazon Lex and Amazon SageMaker to help Ryanair better serve customers.

AWS Ryanair & AWS Partner Cation Consulting (2:03)
Best Western presentation thumbnail

How Best Western built a modular and dynamic contact center

Learn how Best Western streamlined customer experiences and routing logic by adopting an Amazon Connect contact flow design.

Watch the presentation »

Building "What's Next" in Travel and Hospitality eBook cover

Building What’s Next in Travel and Hospitality

Discover how AWS customers and partners, like Priceline and 3Victors, are building what's next for the travel and hospitality industry by predicting customer needs and providing superior customer service.

Read the ebook »

Skift report thumbnail

2022 Digital Transformation Report from Skift + AWS

The 2022 Digital Transformation Report—the third annual collaboration between Skift and AWS—explores how travel companies are taking stock of their technological systems, benchmarking best practices against their peers, and learning when to build in-house, buy off-the-shelf, and partner with specialized vendors.

Read the report »

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Transforming Travel and Hospitality Customer Service Using Amazon Connect

Learn from companies using modern contact center solutions built on AWS, and how Amazon Connect can help improve customer service and boost efficiency.

View the infographic »

Get started

Leading companies in travel & hospitality are already using AWS. Contact our experts and start your own AWS Cloud journey today.
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