Global communication for a world in motion

Travel businesses operate across borders, time zones, and seasons — and so should their telephony. Our numbers and tools are designed for organisations that inspire, transport, and receive travellers, in every country around the world.

Whether you run a tour operator, airline, hotel chain, Airbnb, or high-street travel agency, CallFactory gives you a single platform to manage all your inbound phone numbers globally.

Running an Airbnb or holiday rental is a busy job — you are managing check-ins, cleaning, shopping, and guest communication all at once. You have already automated check-in with smart locks so guests can let themselves in. But guests still need a way to call you — and you cannot always pick up the phone.

With CallFactory, you set up a dedicated phone number for your property with a professional welcome message created using our text-to-speech AI. No need to record anything yourself — just type what you want guests to hear and our AI generates a natural-sounding greeting.

Add a phone menu so guests can choose what they need:

• Press 1 to leave a message — you receive it transcribed by email and call back when you can
• Press 2 to be connected straight away — the call rings through to you directly
• Press 3 to hear restaurant recommendations nearby — recorded tips you create yourself with our AI voice, updated whenever you like

You can create and update all the audio messages yourself through our dashboard using the text-to-speech engine. Change restaurant tips for the season, update check-in instructions, or add local event information — all without calling us. And if you prefer, we programme the whole thing for you.

CallFactory holds its own telecom licences in key markets worldwide. That means you do not need to deal with local operators in different languages, negotiate separate contracts, or reconcile invoices from a dozen carriers. One provider, one invoice, one dashboard — no matter how many countries you expand into.

This is not a theoretical benefit. It is how we grew as a company. Our customers expanded into new markets and asked us to follow them with local phone numbers. So we did — and we have been doing it ever since. When your business enters a new country, we grow with you.

Travel never stops — and neither should your support. With time-based routing, calls automatically follow the sun. When the working day ends in London, all incoming calls are rerouted to your support centre in New York. When New York closes, calls move on to your team in Sydney — or wherever you have staff.

Your customers experience seamless 24/7 service without ever knowing they are being handed between offices. There is no switchover delay, no manual intervention, and no missed calls during the gap. You simply define the schedule once, and our platform handles the rest.

This is especially valuable in travel, where a customer in Tokyo calling about tomorrow’s flight should not have to wait until London wakes up.

UK tour operator WeLoveHolidays receives a high volume of bookings from customers across Europe. To make it easy for those customers to call, they opened local phone numbers in every key market — and forward all incoming calls directly to their UK call centre.

The setup is simple: a local number in each country, routed to one central team. Customers call a familiar number at local rates, and WeLoveHolidays handles everything from their existing UK operation — no overseas offices, no local staff, no separate phone systems.

They also use our API to pull call statistics directly into their own software, giving them full visibility over call volumes per country, peak times, and missed calls — all integrated into the tools they already use.

Canary Hiking runs guided hike tours in the Canary Islands — but the owner lives in a remote area with no mobile phone reception at all. Traditional telephony simply does not work there.

The solution: a Starlink internet connection and the Linphone softphone app. All incoming booking calls are received over the internet via VoIP, so the owner can take calls from anywhere with a satellite connection. No mobile signal needed, no calls missed.

It is a perfect example of how CallFactory works with any setup — even in the most remote locations on earth.

Ash clouds, strikes, severe weather, cancellations — disruptions are a fact of life in travel. When things go wrong, call volumes spike immediately and customers need answers fast.

With CallFactory, your normal booking line can switch to a disruption hotline within minutes. Use text-to-speech to add a recorded announcement with real-time updates, expand the queue to hold more callers, adjust your menu to separate urgent rebooking from general enquiries, and redirect overflow to a backup team. Our specialists can also monitor your call traffic live during major incidents and make adjustments on your behalf.

Passengers who need to contact an airline from abroad do not want to pay international call charges or navigate a call centre in a different time zone. The solution: a local phone number in every country you serve.

All our numbers come with advanced features as standard. Route calls by language, destination, or ticket class. Use time-based routing to follow the sun — during UK business hours, calls reach your London team; outside those hours, they are forwarded automatically to a team in another time zone.

We can integrate with the FlightStats API to pull in real-time flight data — so we know which flights are delayed or cancelled before the calls start coming in. That means we can predict which passenger groups are going to call, from which countries, and prepare accordingly.

When those passengers do call, our IVR and voicebot handle the most common questions automatically: rebooking options, delay updates, compensation procedures. Callers who need personal assistance can leave a voicemail that is transcribed and emailed to your support team instantly — ready to action.

The result: no call queue, no waiting times. Every passenger on the plane can call at the same time if they want to — our platform handles it. Your support team receives prioritised, transcribed messages instead of a wall of hold music.

Tour operators often have small teams handling bookings for dozens of destinations. A phone menu lets callers choose by trip type, departure date, or region — so they reach the right specialist without being transferred.

During peak booking season, add temporary staff to your call team in minutes — no hardware, no installation. When the season ends, remove them just as easily. Call recording lets you capture verbal booking confirmations, and webhook integrations can log calls directly against customer records in your booking system.

Travel agencies with multiple branches benefit from our area-based routing, which automatically connects callers to the nearest office. If the closest branch does not answer, the call can be forwarded to another location or to a central support team — without the caller having to redial.

Agencies that also sell via home-based agents or remote consultants can add them to the same call team. Everyone shares one professional number, but calls are distributed based on availability, expertise, or region. Use call recording to confirm verbal bookings and protect both the agency and the customer.

Hotels and hotel chains increasingly use a central booking number — sometimes combined with separate lines for guest services, restaurant reservations, or event enquiries. A phone menu lets callers choose the right department without being transferred manually.

For hotels that welcome international guests, local phone numbers in each target market remove the barrier of international dialling. The guest pays nothing extra, and the booking team receives the call as if it were local. The annual cost of a local number can often be recouped with just one or two additional bookings.

Need a dedicated concierge line or a temporary number for a conference or wedding? Numbers can go live within hours and be deactivated when no longer needed.

Travel is inherently international. Serve callers in their own language by setting up a language-based menu — “Press 1 for English, 2 for French, 3 for German” — with each option routing to the appropriate team or recorded message.

Combined with international phone numbers, you can give every market a familiar local number and a native-language experience, all managed from one dashboard.

Standard phone systems come with standard features — and in travel, standard is never enough. Every airline, tour operator, and hotel chain has different call flows, different peak patterns, and different customer expectations. No off-the-shelf phone system covers it all, because a one-size-fits-all solution for travel simply does not exist.

That is where our IVR platform changes the game. Because we built and operate our own IVR infrastructure, we can programme and customise everything to match exactly how your business works. Flight status menus that pull live data, voicebot-handled FAQs, language-based routing, seasonal overflow rules, real-time announcement updates — if you can describe it, we can build it.

Our voicebot takes IVR a step further. Instead of pressing buttons through a menu, callers simply speak — and our AI voice assistant understands what they need.

A traveller calling about a delayed flight can describe their situation in plain language. The voicebot looks up the relevant information, provides an update, and offers next steps — all without a human agent. If the caller needs personal help, the voicebot hands over to your team with full context of the conversation so far.

For common queries like check-in times, baggage allowance, cancellation policies, or directions to a hotel, the voice assistant handles them end to end. Your team focuses on the calls that actually need a human touch. The result: faster answers for customers, lower call volumes for your support team, and 24/7 availability without 24/7 staffing.

You may have looked at Twilio or a similar platform to build your own telephony stack. And for simple setups, that works. But the more complex your requirements become — multi-country numbers, carrier-grade reliability, real-time IVR adjustments during disruptions — the harder and more expensive it gets to maintain yourself.

CallFactory operates the full stack, from our own IVR platform right down to direct interconnects with phone carriers in the EU and USA. You do not need to manage APIs, debug call routing logic, or negotiate with carriers. Tell us what you need, and we build it for you — with the flexibility to change it whenever your business evolves.

We are not a reseller — we operate our own IVR platform. When something needs changing, we change it ourselves. When a problem occurs, we can pinpoint it exactly, right down to the carrier level. If you are with a reseller, they have to phone their platform provider first, who then has to investigate, who then gets back to them, who then gets back to you. In travel, where a disrupted flight can trigger thousands of calls in minutes, that chain simply does not work.

Because we all love technology — and spend our free time tinkering with computers, telephones, IVR, and AI — there are always multiple colleagues online at any given moment. If something happens, someone is already there. Our support mailbox is monitored evenings, nights, and weekends. Our team is on Slack with notifications on our mobile phones, so we stay in touch around the clock. For clients who want it, we set up a dedicated Slack channel so you can reach us instantly by message at any time.

With other providers, you need strict and expensive SLAs to get this level of attention. And when something actually happens, the SLA often turns out to be just a piece of paper — support is still not there when you need it. Our “best effort” SLA is the best you can get: motivated team members who know the platform inside out and want to help you.