Industry expertise
Hospitality, travel and aviation outsourcing
The UAE is a global travel hub, and its hotels, airlines and travel businesses serve a guest and passenger base drawn from everywhere, around the clock. The service bar is high and the failure modes are public: a stalled reservation, a loyalty query left hanging, a disruption handled badly. Corpshore Emirates delivers reservations, loyalty, disruption support and aviation back office from Dubai and Abu Dhabi, staffed for 24-hour multilingual coverage across time zones.
The sector in the UAE
The sector spans hotels and resorts, airlines and their loyalty programmes, travel agencies and OTAs, ground handling and the aviation services that keep operations moving. The guest and passenger are international and time-zone-spread, demand never fully sleeps, and much of the value sits in how well the business handles the moment a plan goes wrong.
The operational load is continuous. Reservations and booking support, loyalty and tier servicing, disruption and rebooking support when weather or operations bite, complaint handling, and the aviation back office of fares, refunds, baggage claims and documentation. Each needs language coverage, calm handling and a process that holds under pressure, day and night.
Corpshore's answer is 24-hour multilingual reservations and guest service, a disruption-ready model that surges when operations demand it, a governed back office for aviation and travel administration, and automation for repeatable contact. Fare rules, brand standards and commercial decisions stay with the client. Corpshore supplies the round-the-clock coverage, the languages and the composure that a travel brand is judged on.
Regulatory context
The regime that shapes how this sector can outsource. Corpshore operates within these boundaries; the regulated judgement stays with the client.
- UAE Federal Decree-Law No. 45 of 2021 (PDPL) for the personal data of guests and passengers, with DIFC Data Protection Law No. 5 of 2020 or ADGM Data Protection Regulations 2021 applied where the client is domiciled in those centres, and EU GDPR considerations where the client serves EU travellers.
- Payment and cardholder data handling for bookings and refunds, where Corpshore works within the client's payment environment and applies masking and access controls rather than storing raw card data at the agent desktop.
- Airline and travel consumer requirements for disruption, refunds and passenger care, where Corpshore handles contact and case processing to the client's policy and the applicable rules while the operational decision stays with the carrier.
- The client's fare rules, brand standards and commercial and operational decisions remain with the client; Corpshore operates as a governed processor within the boundaries the client sets.
Which services apply, and how
Customer experience
Reservations, guest and passenger service, loyalty servicing and complaint handling across voice, chat and email in Arabic, English and the languages the traveller base requires.
Business process outsourcing
24-hour multilingual coverage with a disruption-ready model that surges when weather or operations demand it, staffed across time zones.
Back office and administration
Aviation and travel back office of fares, refunds, baggage claims, documentation and loyalty administration on a governed calendar.
Finance and accounting
Refund, chargeback and reconciliation processing for bookings run to a controlled calendar with exceptions tracked.
AI delivery
Conversational AI for booking status and repeatable queries and intelligent automation for refund and documentation volume, with human handoff on judgement.
Language profile
A UAE travel and aviation audience is among the most international in the world. Arabic and English sit at the core, with strong demand for Hindi, Urdu, Malayalam, Tagalog, Russian, Persian, and, for global routes and guests, further European and Asian languages. Corpshore staffs native Arabic and English and adds the languages a client's route and guest map requires, so a passenger or guest is served in their own language at any hour of the day.
A typical engagement
A typical engagement begins with a 24-hour reservations and guest service line, native Arabic and English with the client's priority languages, staffed across shifts to cover the client's time zones. A disruption-ready surge plan sits behind it for weather and operational events. As it proves out, loyalty servicing and the aviation back office move onto the same governed operation, and automation absorbs booking-status and documentation volume. The operation is reported to a service level agreement with a monthly business review, with fare rules and operational decisions retained by the client.
Compliance and data handling
- Segregated, access-controlled environments with data minimisation at the agent desktop and masked payment and identity data.
- Disruption, refund and passenger care handling run to the client's policy and the applicable travel and airline requirements.
- Consent and loyalty preferences captured and honoured for guest and passenger contact, aligned to the client's policy and the PDPL.
- Business continuity planning appropriate to a 24-hour operation, tested on a defined cycle so coverage holds through disruption.
KPIs that matter to this sector
- Service level and speed of answer. Interval-level across a 24-hour clock, with disruption periods reported separately.
- Reservation and booking cycle time. By process, against the client's service standards.
- Disruption handling and rebooking time. During events, with surge coverage and resolution tracked.
- Guest and passenger satisfaction and quality. Against a shared scorecard, with weekly calibration by channel and language.
Frequently asked questions
Can you provide 24-hour multilingual coverage?
Yes. Corpshore staffs reservations and guest service across shifts to cover the client's time zones, in native Arabic and English with the traveller base's priority languages. Coverage runs on a 24-hour clock with service level reported at interval level, so a passenger or guest is answered in their own language at any hour.
How do you handle travel disruption?
Corpshore runs a disruption-ready model with a surge plan behind the standard line, so staffing lifts when weather or operational events drive contact. Rebooking and passenger care are handled to the client's policy. The operational decision stays with the carrier; Corpshore supplies the calm, scaled handling the moment demands.
Do you support airline back office and refunds?
Yes. Corpshore runs the aviation back office of fares, refunds, baggage claims and documentation on a governed calendar, with refund and reconciliation processing tracked against a service standard. Fare rules and commercial decisions stay with the client. Corpshore supplies the processing capacity and the exception discipline around them.
Can you service a loyalty programme?
Yes. Corpshore handles loyalty and tier servicing, enquiries, point and benefit queries and member support, across voice, chat and email in the languages a member base requires. Loyalty administration sits on the governed back office, with preferences captured and honoured to the client's policy and the PDPL.
How is guest and passenger data protected?
Personal data is handled under the UAE PDPL, with DIFC Data Protection Law 2020 or ADGM Data Protection Regulations 2021 where the client is domiciled there, and GDPR considerations where EU travellers are served. Environments are segregated and access-controlled, payment and identity data are masked, and Corpshore works within the client's payment environment.
Which languages do you serve travellers in?
Native Arabic and English sit at the core, with Hindi, Urdu, Malayalam, Tagalog, Russian, Persian and further European and Asian languages added where a route and guest map requires them. The language profile is set to the client's travellers, so a guest or passenger is served in their own language across the day.
Related services
Reservations, loyalty, disruption support and aviation back-office roles in Dubai and Abu Dhabi are on the jobs board.
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