Customer Experience Management
Software for tourism

TurnFriendly Travel is the perfect solution for tour operators and travel agencies. Manage requests, complaints, reclaims and other concerns with a CEM software, which is easy to integrate into your systems.

TurnFriendly Travel

TurnFriendly Travel

TurnFriendly is specialized in claims and clearing processes for tour operators, before, during and after travel.

Incoming agencies, travel agencies, hotels and airlines are integrated into tourism service processes via web-based workflows.

Powerful tools for your customer service management

The solution for the tourism industry has been specially developed for tour operators. It ensures that customer services can process customer concerns faster and that the bookings required are available in TurnFriendly. All the interfaces of the WBS Blank booking system are integrated into TurnFriendly. Additional booking and back-office systems are or can be also integrated into TurnFriendly as a matter of course. Travel agents can use TurnFriendly equally well.

Agents and tour guides

Tour guides and agents can access TurnFriendly via the web browser and view services already booked. They can record concerns and complaints directly in TurnFriendly and, if requested, award compensation in accordance with stored competences. They can also record reports on hotels, locations and target regions online directly in TurnFriendly and visualise these, by means of images. TurnFriendly displays the online reports alongside the related bookings automatically. The system ensures greater efficiency in the tourism industry.

Statistics – Your quality management is already integrated

TurnFriendly determines detailed quality statistics that make the shortcomings in services and their causes transparent. It then evaluates these by category, service provider or target region. For example, it determines claim quotas in relation to the number of bookings and passengers or any compensation and regression included in the evaluations of service providers TurnFriendly also evaluates WBS Blank data from the BLAISD interfaces.

Digitale Customer Journey Map
on the example of tourism

TurnFriendly Travel specializes in the service processes of tour operators – before, during and after the journey.

1 Before the journey

  • Changes in services for flights and hotels
  • Crisis management and mass information
  • Online hotel and construction site reports

2 During the journey

  • Integration of incoming agencies and tour guides
  • Changes in services for return flights and hotel overbookings
  • Reclamations during the trip
  • On-site (direct) compensation

3 After the journey

  • Complaints after the trip
  • Refunds to customers
  • Recourse to service providers
  • QM reporting
  • Satisfaction surveys

TurnFriendly can do (even) more


Drastic optimization
of service processes is guaranteed

  • Information and documentation in the call center (multilingual)
  • Instead of lists: Online information supply in the target area
  • tourism document management system
  • Conveniently generate mass information (flights, hotels, crises)
  • Quotation processes for processing service changes
  • online surveys of (your) guests

User Stories


What is TurnFriendly good for?

As a Customer Service Manager, I can send mass information to guests and travel agencies.
As a Product Manager, I am able to provide meaningful hotel and target area reports from TurnFriendly
As a Customer Service Manager, I can use Web-based forms to obtain advice from target agencies and tour operators.
As a Tour Guide, I can record construction site reports online in TurnFriendly and can update them comfortably and upload pictures.
As a Customer Service Manager, I can now manage performance changes before the trip completely with TurnFriendly.
As a Tour Guide,, I use TurnFriendly to document all customer requirements during the trip.

10+ years experience in the tourism sector

These tourism companies use TurnFriendly successfully. Discover more

Contact us

Interest in this solution?

We are happy to help. Call us +49 (0)911 937 88 0