The Travelport Story

Travelport is a global travel retail platform that connects travel suppliers (think airlines, hotels, car rental providers, and rail operators) with travel agencies and travel management companies (TMCs). What makes the company distinctive is its position as an independent, unconflicted marketplace built specifically for the complexity of travel distribution.

Travelport+ was built as Travelport’s answer to a travel industry that had outgrown legacy architecture, patchwork integrations, and older retailing models. Travelport+ is the centerpiece of a multiyear strategy to accelerate innovation in multi-source content distribution, modern travel retailing, and value creation.

The company also made clear why a rebuild was necessary: retrofitting new content sources and distribution requirements into existing platforms had slowed the industry, made it more complex, and made modernization harder. Travelport+ was designed to unify richer content, modern APIs, servicing capabilities, and point-of-sale tools into a faster, more frictionless experience for travel agencies and its customers.

The Challenge

New system rollout paired with a widening skill gap presents roadblocks to achieving transformation outcomes

That transformation created a difficult challenge in preparing for its rollout.

Travelport had to onboard multiple user groups, including agency users, TMCs, internal support teams, and learning teams, while preparing for the support surge that often follows a major platform cutover. It also needed to equip internal service teams with hands-on experience so they could resolve issues quickly, guide users confidently, and stay current as workflows evolved. Just as important, Travelport needed visibility into how people were actually using the new platform so it could identify friction points, target workflow and UX improvements, and keep improving the experience after launch rather than treating go-live as the finish line.

In a market where travelers increasingly book directly with suppliers, Travelport needed to help agencies and TMCs move fast inside Travelport+ and stay confident as updates roll out. Just as important, Travelport needed visibility into how people were actually using the new platform so it could identify friction points, target workflow and UX improvements, and keep improving the experience after launch rather than treating go-live as the finish line.

The Solution

In-app guidance, hands-on simulations, and analytics turned launch readiness into a continuous improvement system

Travelport selected Whatfix to enable the Travelport+ experience itself. Instead of pushing users to separate documentation, training portals, or support channels, Whatfix DAP brought guidance into the flow of work through contextual Flows, Smart Tips, Pop-Ups, Task Lists, and Self Help.

This gave Travelport a way to support different user groups inside the workflow, reinforce the right actions at the right moment, and centralize knowledge in a format that was easier for users to consume and easier for internal teams to maintain. It also mattered that Travelport+ remained a desktop-first experience with a web-based version, since many customers still needed continuity as they adapted scripts, processes, and habits during the transition.

Mirror strengthened that rollout model by giving Travelport a practical way to build skills before live execution. The team could turn real Travelport+ workflows into repeatable simulations so users could practice in a risk-free sandbox before performance mattered. That was especially valuable for complex, hard-to-stage scenarios and for higher-permission roles where production access, sensitive data, and real-world mistakes create training constraints. Instead of relying on static materials or fragile test environments, Travelport could deliver guided, hands-on practice that builds confidence, improves readiness, and prepares service teams to support customers from day one.

Whatfix analytics then closed the loop. Travelport could analyze workflow behavior, identify where users were slowing down, dropping off, or struggling, and use that insight to launch targeted guidance, support content, and workflow fixes. From there, the team could measure downstream impact, track whether friction decreased, review user behavior and feedback, and keep improving the experience through an ongoing optimization cycle. That feedback system matters in large transformation programs because it turns enablement from a launch asset into an operating layer for adoption, IT support ticket containment, and continuous UX improvement.

Travelport extended that ecosystem even further with connected support capabilities, including ServiceNow, AI-based summarization across knowledge sources, and session replay. Together, those capabilities helped Travelport move faster in issue resolution, strengthen self-service support, and provide better insights for future enablement and workflow decisions.