Booking.com’s customer service is now largely outsourced. Thousands of employees who still work for the travel platform will be hired by another company.
Booking confirms this after reporting from NRC. The offices in Amsterdam and Manchester are not part of the reorganisation. The change is coming soon: Majorel, a global customer service provider, will be taking over as early as the second quarter of this year.
It is the second reorganization in a relatively short time. In the first year of the corona crisis, Booking cut thousands of jobs.
In a statement, the company states that it wants to be available 24/7 for customers and partners and also has the ambition to offer other travel products and services. For that reason, it chooses to place “most of our customer service representatives” at Majorel.
Booking calls the customer service company a “key strategic partner”, with some 2,700 employees already supporting the travel site.
Break with the past
According to NRC, Booking’s move is a break with the past. The company always did everything itself. According to the newspaper, employees are afraid of poorer working conditions at their future employer.
The people in the customer service departments in Amsterdam and Manchester will remain employed by Booking, NRC writes on the basis of a statement that the top has sent to the staff. They are going to do more complex customer service work.