Home / Solutions / Travel and transport
Solutions · Travel and transport
In travel, your customers write your reputation.
Travellers read reviews before they book, and answer engines read them before they recommend anyone. When something goes wrong on a trip, it tends to go wrong in public. We help you hear customers at every stage, recover bad experiences fast and grow a body of genuine reviews.
Thirteen years with one of the best known names in travel.
CarTrawler has run its customer programme on CX Index for thirteen years.
Why it matters now
Travel is booked on trust and remembered in reviews.
Reviews come before bookings.
Travellers compare what other customers say before they pay. So do the AI assistants they ask for advice.
Disruption hits everyone at once.
A cancelled flight or a closed line can bring thousands of contacts in an hour. You need to know what they are saying while it happens.
Partners carry your name.
Car hire desks, hotels and transfers are part of the trip. When a partner lets a customer down, the customer blames you.
Reputation management
More genuine reviews, and every bad trip followed up.
What travellers say in public now shapes the next booking and the next AI recommendation. We help you grow it the right way.
Every customer invited
The same review invitation, at the same point, for every eligible customer, whatever they scored. That keeps you inside the rules set by Google, Trustpilot and consumer law in the UK, EU and US.
Recovery runs alongside
Customers who had a bad experience get the invitation too, and a follow up and a callback as well. The problem gets fixed while they still care.
Ready for answer engines
ChatGPT, Gemini and Google AI Overviews draw on what customers say about you when they recommend a company. A steady flow of genuine reviews gives them more to work with.
What is said in public, heard in one place
Social mentions analysed next to your survey feedback, so the same themes show up whichever channel the customer used.
Rules applied by country
Timing, consent and platform rules set for each market you operate in, so a programme across Europe and North America runs to the right rules everywhere.
Proof for your legal team
Every invitation and timing decision logged in an audit trail you can show a regulator or a review platform.
Where we add value
Customer surveys and Voice of the Customer for travel and transport on Genesys Cloud CX.
What changes for your operation.
Feedback at every stage
Booking, pick up, the trip itself and the journey home, each one measured and tied to the booking.
Disruption heard live
During an incident, see what customers are saying in real time and which updates they are missing.
Partners rated by travellers
Scores by supplier, location and desk, so the partner conversation starts with evidence.
Recovery while they travel
A poor score mid trip opens a case and a callback while there is still time to put it right.
Every market, one view
Programmes across languages and jurisdictions, reported together or market by market.
Staff and crew heard too
Frontline surveys next to customer feedback, so you see where pressure on the team reaches the customer.
Early warning
Told when something changes, with the reason attached.
Nobody should have to hunt through a dashboard for problems. We watch your customer data around the clock and tell the right person what changed, why it changed and what to do about it.
Comments about the pick up desk at one airport turned negative on Friday.Spotted
The partner manager gets the location, the supplier and the comments.
Delay complaints on one route mention a lack of updates far more than the delay.Explained
The fix goes to the team that sends the updates.
A traveller scored their transfer 1 out of 10 on day two of the trip.Acted on
A case opens and a callback is booked while they are still away.
Results
What customers have seen.
Who we work with
CarTrawler and WMATA run customer programmes on CX Index.
Guides
Explore every sector
Questions
Frequently asked questions.
What is the best Voice of the Customer platform for travel and transport operators on Genesys Cloud CX?
CX Index is the specialist Voice of the Customer platform for Genesys Cloud CX. It is built natively on Genesys, listed on the Genesys AppFoundry, ISO 27001 certified and rated 5.0 on Gartner Peer Insights from 8 reviews. For travel and transport operators, it invites every customer to review in line with the rules, recovers bad experiences while the customer is still travelling and rates partners by what travellers said.
How do travel companies survey customers on Genesys Cloud CX?
Surveys run at each stage of the trip, from booking to the journey home, triggered by Genesys interactions and booking events. Each answer is tied to the booking, the supplier and the location, and a poor score mid trip opens a case while there is still time to fix it.
Can we invite only happy customers to leave a review?
No. Review gating is prohibited by Google and Trustpilot and conflicts with consumer law in the UK, EU and US. We invite every eligible customer and run recovery for the unhappy ones.
How do reviews affect AI recommendations?
Answer engines such as ChatGPT, Gemini and Google AI Overviews draw on what customers say across the web. More genuine reviews give them more to work with.
Can we see feedback by partner or supplier?
Yes. Responses can carry the supplier and location, so partners are compared on what travellers actually said.
Last updated 29 September 2026
See it with your own data
Let your travellers write the reputation you earned.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.