One
of our agents, Dana, worked with the traveler and her company through several
late night and early morning phone calls and emails over a week period. The
multiple itineraries that were setup proved wasteful as the Libyan government
had not protected the airport and it was unsafe for passengers to enter the terminal.
Throughout this back and forth, which included changing and cancelling
itineraries, bad cell phone connections and hastily written emails, Dana was
described by the company’s travel manager as the “calm in the storm”:
“Knowing Dana was
working on finding a solution in the wee hours of the night reassured our employee
that someone far away cared about her and her safety and that is priceless.”
The
traveler did finally make her way out of Libya via a ferry chartered by the US
Government, after which Dana arranged for her travel home with her dog.
“I
feel like Dana went above and beyond the call of duty in how she handled this
situation. You all provide us with unmatched service, and I am truly
appreciative.”
While we do strive for the type service excellence that
Dana embodied in the midst of a dire situation for one of our travelers, we
also are always looking to improve the travel programs for our customers. The traveler getting home is not where this story ends. What
we did with this customer after the event took place in Libya was a complete
review their risk mitigation procedures for their travelers and advised them on way to improves processes and ensure they were better
protected should a future event like this occur. That was the bigger transformation
out of this situation, and that is what Travel Leadership Consulting is all
about.
No comments:
Post a Comment