Hotelbeds and Bedsonline parent reports record customer satisfaction levels

HBX Group used AI to help staff focus on more complex and urgent cases

The parent company of Hotelbeds and Bedsonline has reported record levels of call attendance ratios and customers satisfaction during 2025 peaks.

HBX Group says it managed more than 500,000 customer cases across July and August, using artificial intelligence (AI) to help with relevant tasks.

During the period, the travel marketplace’s customer service team handled more than 200,000 customer calls, of which 98 per cent were answered in an average of 22 seconds with a 93 per cent customer satisfaction score. Written cases resolved within an average of 24 hours.

Over recent months, HBX Group introduced AI processing of all customer queries and automated features to handle many of the simpler cases, which it says freed up the customer service team to focus on more urgent and complex activities that are best managed with human input.

Additionally, HBX Group recently launched its GenAI trainer to help its customer service agents better prepare for and respond to a wide range of scenarios.

“These results are a real testament to the investments made in data analytics and artificial intelligence, which together with the quality and experience of our customer service teams has enabled us to deliver record high customer service,” said Xabier Zabala, chief operations officer at HBX Group.

“Our unwavering dedication to providing frictionless customer service and best-in-class tools to our partners is clear and we are committed to continue improving our services for our clients and partners alike.”