Customer Service Representative (CSR)· BengaluruFormer employee1.0/5
Concerns about manipulated performance metrics affecting customer service
Pros: The process was good. I mean, the knowledge of having GDS is great.
Cons: I worked at IGT Solutions (now ATAIN) for around a year, and unfortunately, my experience raised serious concerns about the way performance is managed.
During my time there, I personally observed practices that appeared focused more on manipulating performance metrics than genuinely improving customer service. This included instances where calls were disconnected and other practices that seemed designed to influence performance-based incentives and ratings. I also witnessed situations where ratings appeared to be manipulated or influenced internally.
What concerns me most is that these practices can directly affect the customer experience while also creating a misleading picture of how the process is actually being handled.
Since this was an Expedia process, I believe Expedia should be made aware of how its customer service operations are being managed by its outsourcing partner. A company can have a strong brand, but if its processes are being handled this way, it can ultimately damage the brand's reputation.
I hope ATAIN/IGT and Expedia take these concerns seriously and look into how performance metrics and customer interactions are actually being managed on the ground. Not all are corrupted but 90% of the company is. Those who are not corrupted they are targetted
View on GlassdoorAasociate· BengaluruFormer employee4.0/5
Good culture and salary, but long hours and tough targets
Pros: Good working culture good salary
Cons: Long working hours extension unachievable target
View on GlassdoorCustomer Service Representative· PuneCurrent employee3.0/5
Salary on time, but high deductions without explanation
Pros: Salary on time at last working day of month
Cons: Too many deductions and hr won't give justification also
View on GlassdoorProcess Associate· Gurgaon, HaryanaFormer employee4.0/5
Positive culture but poor pay and management issues
Pros: Great corporate culture, privacy and security
Cons: Breaks denial, authoritative, non-cooperation, minimal pay, forced work
View on GlassdoorCustomer Service Representative· BengaluruFormer employee1.0/5
High turnover and unrealistic demands make for a tough job
Pros: There's no pros to this company
Straight up negative review, nothing
Cons: Absolutely worst company/process I ever worked for.
I came to Glassdoor specifically to rate this company.
Terrible, the employee turnover is very high. They're constantly hiring because most of the new joinees leave once they begin realizjng the reality of floor production.
They had 2 process's running (in 2026)
Expedia & Etihad
First of all, getting in and thriving alone is very difficult—if you're in flights lob(line of business)
The process requires you to be technically competent, which I am not gonna go into. But know this, this is not going to be every one's tea or bread or whatever.
Once you get it, where do u want me to start?
You will struggle from finding headsets, to dysfunctional system, to lower quality employees, to bullying, not able to get breaks—trust me they don't allow you breaks, because WFM has this requirement for certain number of employees within an interval. You go to get a permission to have break, they'll rejec it 7-8 ou lt of 10 times.
If you're in live chat, get ready to take 2 chats and be on a call too.
Taking 2 chats on any other process is fine, but the flight tools - Amadeus & Farelogix is not supposed to be, it's not possible to service two calls/chats at a time while working on this extremely cognitively demanding tools. It's keen to working on Java/Linux/ or let's say coding softwares.
I mean, if you're that competent and capable of operating on such advanced softwares you should expect better pay, but trust me, your salary is all you get.
If someone tells you, which you will be told—40-50-60k with incentives,
You may stop imagining and it's best to quit sooner than later, or if you want to continue, best to accept these realities and prepare for what's obviously to come.
View on GlassdoorCompany review data sourced from Glassdoor.
