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Lost Property Management & Specific Needs
Baggage delays, forgotten objects, requests or specific needs: these are critical situations for your travelers, which are often sources of stress. HDB takes over with agents trained in the management of these sensitive cases.
We ensure the link between travelers, suppliers, internal services or logistics partners, in accordance with your processes, deadlines and tools.
HDB Solutions is the team behind the scenes of travel professionals. Alongside brands that create unforgettable experiences, we ensure every interaction, every message, every request.
Together, let's transform waiting into welcome, service into memory, relationships into loyalty.
Garanties HDB
Tous les bénéfices d'un partenaire privilégié.
Fast Handling of Sensitive Requests
Structured Treatment on All Channels
Suitantly Follow-up Until The Case Is Resolved
Personalized Answers for Each Situation
Étapes-clé
The Traveller's Journey
Loss, Forgetfulness, or Specific Need
The traveller reports an undelivered bag, a forgotten object or a personal situation to be managed.
Report to your customer service
The request comes in via phone, email, or instant messaging.
Immediate HDB intervention
We trigger the search, contact the right people and set up a clear follow-up.
Regular Information to the Customer
Our agent informs the traveller with each update, maintaining a professional and reassuring tone.
Closing and documentation
Once the incident is resolved or transmitted, everything is traced in your tools for complete follow-up.
Relationship
Sensitive Treatment, Not Only Logistical
The loss of luggage or an object, or a request for specific assistance, is emotional.
Our agents don't just follow a protocol: they know how to listen, reassure, and adapt their speech to each situation, while respecting your quality standards and processing times.
Management
Multi-actor coordination
We provide the link between travelers, receptionists, flight crew, port agents, handling companies or concierge services.
Whether it's finding a forgotten passport, coordinating a return of luggage or organizing an urgent delivery, we know who to contact, how to follow up, and when to escalate.
KPIs
Actionable data & feedback
We do not only manage cases, we provide you with a consolidated vision of your performance on these topics.
Our reporting highlights:
• Recurring friction points by establishment, stopover or platform.
•The most frequent types of requests (losses, assistance, oversights, medical).
• Average processing times and resolution rates at first contact.
• Post-resolution satisfaction measured by feedback or NPS
Workflow
Nous travaillons
avec vos outils.
Guest Inbox s’intègre directement avec les outils de commercialisation dédiés au secteur du tourisme pour garantir une expérience fluide et efficace.
Nos commerciaux, habitués à ces solutions,les utilisent au quotidien pour accompagner vos clients avec expertise et réactivité.
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