Call Center Partnerships for Travel Brands

Navigating Travel Call Regulations

Travel companies that engage in pay per call campaigns must comply with a complex web of telecommunications and consumer protection regulations that differ from country to country and region to region. In the U.S., TCPA compliance requires that prior express written consent be obtained in the case of an automated call or text delivery to a mobile number, with strict adherence guidelines in place for the Do Not Call registry. In the EU, GDPR requires that call recording notifications be properly disclosed and that passengers have the right to request the deletion of the call recordings. Cruise lines have also additional maritime telecommunications regulations to observe for calls relating to onboard bookings or shore excursions. The most advanced travel call center systems implement compliance on multiple levels, including automated scrubbing against Do Not Call lists, call disclosure scripts, and secure recording storage with expiration dates.

Maintaining Legal Call Practices

Destination specific compliance requirements create additional complexity for the international travel operators. The calls to Australian travelers must comply with the Spam Act’s 30 second identification rule, while Canadian CASL sets the requirement to provide unsubscribe options in any follow up communication. Luxury tour operators catering to clients from the Middle East would require their own specific protocols to follow for calls handled during religious holidays and prayer times. The best compliance systems integrate with CRM platforms to automatically flag travelers who have opted out of communications or requested specific contact preferences. Keeping track of when consent is given for calls is particularly important for cruise lines selling to US passengers when onboard credit or drink packages are being offered during the sales call. Regular compliance audits should ensure that all call handling processes are conducted at the highest standard based on the demographic footprint of travelers being dealt with.

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