Like you, we have had to make some adjustments during this time
100% of our staff are working from home and thanks to our virtual computing, our quality of service is unaffected by that switch.
That said, volumes are high and, as you’ll expect, for a variety of reasons we don’t have as many people working as usual, so please only call if it’s absolutely essential. Use our in-app chat function for more general enquiries and self-serve online wherever possible. That way we can help those most in need.
We are prioritising support for those of our customers who are Key Workers, to support them to find travel and accommodation during this time. Aside from this we will continue to prioritise work based on travel date with a key focus on travel within the next 48 hours. So, whilst all enquiries will be dealt with and actioned, your users may need to wait slightly longer than usual getting assistance if their enquiry is not for travel within 48 hours.
We’d also recommend that during this time where the travel advice is very fluid and subject to change that travel is not booked too far ahead of the travel date. We know that this is not our normal guidance, but at a time when suppliers are changing their operations rapidly we believe this is the right approach.
Our advice for booking travel is to book online, the platform shows live real-time availability, so if a hotel is showing availability to book that means that they are accepting bookings. Similarly it is updated with revised train times since the train operating companies have introduced revised timetables.
It seems sensible during this period while business travel is undoubtedly looking very different that we pause our usual account review process. Of course you have access to reporting within the platform, and if you have any questions or need some more in depth analysis then our core Account Management team will certainly be happy to assist.