A “dedicated human-led approach” and travel managers working nonstop is the reason business travellers stayed safe and kept moving as the Middle East crisis continued to unfold, Corporate Traveller Australia boss Tom Walley says.
More than two weeks on from the US-Israel strikes on Iran and subsequent retaliation, their efforts highlight just how valuable expert support is when the world turns unpredictable, says Walley, global managing director of the flagship SME division of Flight Centre Travel Group.
“While modern travel relies heavily on digital platforms, complex and ever-changing situations need a dedicated human-led approach,” Walley adds. “Right now, people are at the fore, backed by our technology, making sure they look after our customers and keep them safe.”
Travel teams responded immediately to the crisis, personally managing individual bookings with meticulous care.
Corporate Traveller Australia’s dedicated consultants assessed risk, checked flight availability continuously, worked directly with supply partners and the airlines, and provided immediate reassurance to travellers facing unexpected obstacles far from home.
“A lot of our team have been staying up through the night to find alternatives for their customers because they genuinely care about their travellers and their wellbeing,” Walley says.
These dedicated efforts resulted in many travellers securing seats on the first available flights out of the region. In the weeks following the initial outbreak of the conflict, businesses have recognised the huge value of having a proactive partner to navigate severe travel disruptions.
When automated systems reach their limits, and chatbots can’t do the job, human empathy and creative problem-solving become essential.
“This crisis has reinforced what we’ve always believed: that technology and people work best in tandem – and when things get tough, people really do make all the difference.”
Walley advises that businesses with global teams should consider dedicated human support for true peace of mind.
“If you’re a company that travels regularly, you want the advice of a human. You want a travel manager to look after your travel plans and know where your people are,” Walley says.
