HBX Group (HBX.SM), a leading independent B2B travel technology marketplace, has reported record-breaking customer service performance during the peak Summer 2025 season. The company achieved its highest-ever call attendance ratios and customer satisfaction scores, underscoring the impact of its investment in artificial intelligence and advanced support tools.

Between July and August, HBX Group managed more than 500,000 customer cases across all channels, resolving written queries within an average of just 24 hours. During this same period, the customer service team successfully handled over 200,000 calls, achieving a 98% call attendance rate, an average response time of 22 seconds, and a 93% customer satisfaction score.

“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.

The company credited much of this success to its AI-driven operations. Recent initiatives include automated processing of simple customer queries, freeing up service agents to focus on complex cases, and the launch of a GenAI trainer, designed to prepare staff for a wider range of customer scenarios.

By combining technology with human expertise, HBX Group has not only improved efficiency but also strengthened customer trust. The record satisfaction scores highlight how AI can enhance—rather than replace—personalized service.

With the summer peak season being the busiest time for its partners and suppliers, HBX Group’s ability to deliver rapid resolutions and consistently high service levels reinforces its ambition to set the industry standard in B2B travel support.