May 15, 2018

Flight’s Cancelled. Now What? Why Customer Support Is At The Heart of the Travel Experience.

Whether business takes travelers to Palm Springs or NYC, time spent away from the office is far from a vacation. From the moment they reach the airport to the moment they return, they are constantly on the go, working extended hours and spending days (if not weeks) in empty hotel rooms away from their families. That can be an incredibly lonely and exhausting experience, even for the most seasoned travelers.

What’s worse is that while these travelers are working tirelessly to drive business forward, most receive little support while on the go if travel details don’t go as planned. For instance, out of 1100 travelers we surveyed, 64% feel that when something goes wrong during their trip, they have to handle everything on their own. Even worse, 60% either physically stand in line at a service desk to make changes or call the airline themselves for support--adding even more strain to an already stressful situation as they scramble to make their destination on time.

Even for companies who actually do have a travel support system in place, the situation isn’t much better for their travelers. With these legacy solutions, employees often get charged each time they pick up the phone to get support, which actually deters them from getting them the level of support they deserve rather than encourage them and takes virtually none of the stress away.

Say, for example, one of your employees is in the middle of an important business meeting--the reason for the whole trip--and notices her flight home that evening was canceled. What is she to do? Is she supposed to leave the meeting halfway through and spend an uncomfortable amount of time trying to find a workaround to get back home--putting the success of the whole meeting at risk and cost the company money? Or prolong her trip for another day and have her handle new travel and lodging arrangements herself?

As travelers press their way through cramped TSA lines, crowded terminals and shifting gate assignments, they need a support tool they know they can count on. Rather than make calls and juggle support arrangements while navigating a busy airport, 67% of travelers say they would prefer chat-based support so they could make travel changes while they balance other pressing tasks. Now that’s saying something.

So, what can you do? For all the work your employees take on, it’s important to showcase your support for them on the road so they always know there is someone to chat with or call when plans change--or when the unexpected happens. Why not give your travelers a support system that truly has their back?

TripActions was built with travelers at the core of everything we do. We know what it’s like to be on the road, so we designed a solution that offers unprecedented travel management and support tools that help travelers out of a bind no matter where they are in the world. Flight canceled? We’ll find a new one. Plans changed? No problem. Rest assured, the TripActions support team is available via chat or phone call 24/7, 365 days a year to lend your travelers a hand when they need it most--and above all, get them to where they need to be.