When global events affect your organisation, your Travel Management Company (TMC) can be a vital source of support. Considering the ever-changing situation around coronavirus COVID-19, this has never been more important. Here at Diversity Travel, we want our clients to know that despite the circumstances, we are still very much here to help you every step of the way. So, what are we doing in response to the coronavirus pandemic?
Supporting travellers through worrying times
Our team understands the worry that many individuals are experiencing right now, especially those who are overseas. That’s why we’re working around the clock to assist with traveller movements and get them back to where they need to be.
Every day, we are assisting clients in determining which of their staff and volunteers are currently abroad and supporting their travel arrangements to ensure their safe return home. Our travel consultants have been working continuously to get in touch with these individuals and keep them in-the-loop about what the next steps will be.
Working around the clock
This support is not limited to normal office hours – our 24/7 in-house support team means that help is given directly when it is needed, providing travellers and their organisations with added reassurance that someone is always just a phone call or email away.
The coronavirus situation has affected a large number of people, so we are naturally facing a much higher level of requests for changes and cancellations to tickets than normal. To handle the increased volume of emails and phone calls, as well as proactively get in touch with those who are currently overseas, we have increased staffing and service levels in key teams. This then enables us to resolve as many requests as we can, as swiftly as possible, and simultaneously make arrangements for travellers who are still abroad to travel back home.
The Oak team – just one of the teams working tirelessly to help travellers in this challenging period.
Dealing with complexity
In such a dynamic situation, we are frequently required to deal with complex routing and scheduling in order to avoid country-specific travel restrictions. This is where our experienced agents, used to dealing with the emergency movements of NGOs, come into their element, having the necessary skills and knowledge to overcome these obstacles.
To keep our clients informed about the ongoing circumstances we have also created a dedicated webpage which provides news updates and travel advice. This is updated whenever we are alerted to new travel implications caused by COVID-19. Read the latest updates on our coronavirus webpage.
Maintaining business continuity for our clients
During these difficult times, Diversity Travel remains committed to delivering exceptional travel management services to our clients. We believe that the measures we have in place will enable us to continue our operations both during and after the current situation, without impacting the quality of support.
The measures we have in place will enable us to continue our operations both during and after the current situation, without impacting the quality of support.
Over the past few weeks, the team has been busy implementing policy changes and travel restrictions for each organisation, ultimately minimising the risk to their travellers. These continue to be updated according to our clients’ specific preferences and whenever new travel bans are introduced.
In line with Diversity Travel’s business continuity plan, we have transferred most of our staff to a homeworking environment, while maintaining access to all the usual systems. To cope with the changing demand on our reservations staff, we have been cross-training team members and changing shift patterns to guarantee we have the right staff available to do the right thing, at the right time.
A TMC you can rely on
With the steps we have taken, and the in-house experience we are able to rely on, we are confident we will maintain the same high standards of service and essential support to our clients at this challenging time.
Our account management team is available by phone and video conference to support your changing plans, and we look forward to supporting you as we find the ‘new norm’ in this interim period.