MTS Globe: How Real-Time Transfer Tracking Is Transforming the Customer Experience

Addressing a Universal Tourism Challenge

According to MTS Globe’s observations, nearly 90% of calls to tour operator customer service centers revolve around one question in particular: the location of the return transfer.

A simple doubt can quickly trigger a chain of communications: calling the DMC, contacting the carrier, checking with the driver… often resulting in a late response.

It is precisely to address this issue that MTS Globe developed its Transfer Tracking (real-time transfer tracking), a solution that provides visibility and peace of mind for both professionals and travelers.

The system relies on a real-time transfer tracking capability, built on a Data Tracking Technology (DTT).

On the operator side, the tool provides instant access to all essential information through a simple and efficient interface. Teams can search for a transfer in seconds, by destination, client name, hotel, or case number, and offer a precise and immediate response.

Result: optimized handling of incoming requests and a significant reduction in customer service stress.

Direct integration into the traveler experience

For travelers, transfer tracking is accessible directly via the MyHolidayApp app, or integrated into the tour operator’s app.

Concretely, the client receives, the day before departure, a detailed notification detailing:

• the exact pickup time

• the pickup location

• the transfer route

A clear and personalized piece of information, which eliminates uncertainty and significantly enhances the perception of the service.

In short: greater customer satisfaction, better reviews, and a smoother end-to-end experience.

Beyond the customer experience, transfer tracking also represents a strategic tool for MTS Globe’s partners.

The data collected is fully synchronized with the group’s Business Intelligence systems, enabling:

• to analyze operational performance

• to identify areas for improvement

• to optimize processes

The results are already compelling: some partners have observed a 60% reduction in transfer-related call volume after integrating the solution.

Today, virtually all transfer providers across the 23 destinations operated by MTS Globe are integrated into the system.

Developed by Axis Data, the group’s internal IT company, this technology positions MTS Globe as one of the few DMCs to offer a real-time transfer tracking system at this global scale.