New internal data analysed by 247 Travel Partner Desk (247tpd), a BPO provider exclusively focused on the travel industry, reveals that specialized travel support agents achieve resolution quality rates of up to 90%—and even 100% in certain cases—compared with 69% for AI-only solutions, as heatwaves sweeping across much of Europe trigger operational disruptions and increase pressure on customer service teams during the busiest travel period of the year.
“Over the past few weeks, extreme temperatures have led to rail cancellations and delays in countries including France and Germany, operational disruptions at European airports, and the temporary closure of several tourist attractions and landmarks.

These situations immediately drive a surge in customer requests related to booking changes, re-accommodation, cancellations, and travel information,” said Gerardo Ariño, CEO and Founder of 247tpd.
As a result, the ability to respond quickly and effectively has become a strategic priority for airlines, travel agencies, tour operators, and booking platforms.
“While artificial intelligence is highly effective at handling large volumes of enquiries and automating repetitive processes, resolving complex travel disruptions still requires experienced agents who can coordinate multiple suppliers, manage exceptions, and deliver tailored solutions in real time,” Ariño added.

According to 247tpd’s analysis, AI-only solutions achieve a 69% resolution quality rate, compared with 90% for specialized travel agents, representing a 30% relative improvement. When AI is used as a support tool alongside human agents, resolution quality increases to 79%, highlighting the benefits of a hybrid approach. However, in the most complex situations—such as those caused by extreme weather events—specialized agents continue to deliver the strongest results.

“Artificial intelligence is transforming customer service and will continue to play a key role in improving operational efficiency. However, when travellers face complex issues resulting from cancellations, delays, or extreme weather events, human expertise and decision-making remain essential. AI should be viewed as a powerful enabler of efficiency and scalability, while specialized agents provide the judgement and flexibility needed to resolve the most critical cases,” Ariño concluded.
With more than 15 years of experience and a team of over 600 travel specialists operating from Cali, Colombia, in six languages, 247tpd provides outsourced customer service solutions for airlines, bedbanks, travel agencies, tour operators, and mobility companies. Its clients include Norwegian Cruise Line Holdings (Norwegian Cruise Line, Oceania Cruises and Regent Seven Seas Cruises), Air Europa, Viajes El Corte Inglés, Ávoris, World2Meet, Logitravel, and OK Mobility.