click-travel-wild-weather-is-snow-problem-for-clicks-customers-blogLast week, the Eastern seaboard of the United States was hit by severe snowstorms on an epic scale, from South Carolina all the way up to Massachusetts. The blanket of snow was perhaps most disruptive in New York City. A global centre of tourism and business, the Big Apple itself saw a year’s worth of snow fall in just 72 hours, requiring the National Guard to help in providing assistance to those affected by the unprecedented deluge.

Poor weather conditions often have a knock on effect for transportation schedules, and in a blizzard of this magnitude, delays and cancellations were unfortunately unavoidable. It’s in emergency scenarios such as the one many travellers found themselves facing in the USA last week that the true value of using a travel management company (TMC) comes to light.

A number of Click Travel clients were affected by the extreme conditions, but having an expert team of experienced travel professionals on call all day, every day to advise, assist and amend proved to be a very welcome relief.

A number of Click Travel clients were affected by the extreme conditions, but having an expert team of experienced travel professionals on call all day, every day to advise, assist and amend proved to be a very welcome relief.

“The blizzard conditions in the US over the last week have given our seamless out of hours team the chance to flex its muscles and really prove its worth in an emergency response situation,” said Rachel Thomson, Head of Reservations, “The strength of Click’s service proposition lies in its full 24/ 7 support coming from one single team with consistent management, and the team proved their value in spades during this incident.”

As soon as the Click Travel team were aware of the extreme weather conditions, they were able to align an emergency response, sending alerts to clients within minutes of first notification.

The Click Travel crisis team coordinated activity and within an hour a detailed plan was formed consisting of staff from out of hours and within hours working together to contact affected customers and rebook travel where required. Click’s IT systems were immediately reprogrammed with a help message and extra staff were deployed for the weekend.

“This coordination of our response, together with our control of the out of hours service enabled us to ensure sufficient staff were available to assist customers throughout the affected time including Saturday and Sunday,” says Chris Vince, Director of Operations, “Where some other TMCs’ clients waited 3 hours for a phone response, all of our customers calls were answered within 20 seconds, enabling us to provide a first class service at all times. Indeed, one of our Senior Business Travel Consultants carried out over 10 times the usual number of reissues for one client in the last week.”

“Our teamwork once again proved exceptional,” says Jill Palmer, Click’s Managing Director, “I know we have the strongest travel team in the industry supporting our clients 24/7 and it’s this level of service that has seen us win Best Travel Company at the Business Travel Awards and Business Travel Agency of the Year at the TTG Awards.”

 

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