Introduction

A global travel technology provider needed to modernize its mid-office operations to support large-scale booking workflows across GDS providers, airlines, hotels, and partner systems. Their existing solution required heavy manual intervention to process, validate, and enrich bookings slowing agent operations, delaying downstream updates, and limiting the organization’s ability to scale efficiently. 

Zapcom delivered a fully modernized mid-office engine with automated reconciliation, real-time booking synchronization, and deep GDS integration. The transformation enhanced accuracy, eliminated operational bottlenecks, and enabled a seamless flow of travel data across the booking lifecycle. 

Problem Statement

The legacy mid-office platform struggled to manage high booking volumes and lacked the automation required to reconcile bookings, trigger downstream workflows, and update partner systems efficiently. Post-booking processes such as PNR validation, itinerary updates, document generation, and MIS reporting required manual cross-checking across multiple systems. 

The organization needed a unified, API-driven mid-office layer capable of automating workflows, integrating with global distribution systems, and providing real-time visibility into booking events. 

• Fragmented booking data across multiple GDS providers. 

• High dependency on manual workflows for post-booking tasks.

• Lack of real-time synchronization with downstream systems.

• Inability to support high booking throughput.

• Limited visibility into booking status and exceptions.

• Modernized mid-office system with automated PNR processing and enrichment. 

• Integrated core travel workflows including ticketing, invoicing, and reporting. 

• Delivered real-time synchronization with GDS, airline, and hotel systems. 

• Built an exception-handling engine with alerts and automated resolution rules. 

• Enabled scalable, API-first architecture ready to support high booking volumes. 

 Technological Framework

Why these technologies?

A modular microservices architecture enabled independent scaling of post-booking workflows while supporting high transaction volumes and complex travel operations without impacting system stability.

Why this Setup?

The API gateway enabled secure, throttled, and monetized access to mid-office capabilities, while seamless GDS and supplier integrations ensured real-time synchronization across booking and ticketing systems.

Why this Setup?

A modern, responsive UI allowed operations teams to monitor post-booking activities, manage exceptions, and gain visibility without relying on backend teams. 

Why this Setup?

Event-driven processing ensured timely handling of corrections and financial updates, while flexible data storage and visualization enabled accurate tracking and reporting of post-booking operations.

Takeaway

Zapcom modernized a legacy mid-office system into a cloud-ready, multi-tenant post-booking platform. By automating corrections, enabling API monetization, and supporting multi-currency financial flows, the solution reduced manual effort, improved revenue realization, and scaled seamlessly to support global travel operations.