Our phone systems and each client's dedicated emergency out of hours phone number will help to guide the caller to the appropriate queue in preparation for the Out of Hours Team to answer and prepare any information in advance e.g. reference numbers.
Our Out of Hours Team will utilise all our travel tools to identify the Traveller, and any other relevant information securely whilst preparing to deal with the emergency situation the Traveller finds themselves in. We will maintain communication with the Traveller on the phone or else via email/SMS where a follow up call may be required to a third-party supplier. All of our calls are recorded and any information given is repeated to ensure that the client has understood and further instructions given.
We will maintain communication with the Traveller on the phone or else via email/SMS where a follow up call may be required to a third-party supplier. All of our calls are recorded and any information given is repeated to ensure that the client has understood and further instructions given.
In the event of an emergency situation, our Out of Hours Team will communicate any outcome to the Traveller along with any other individuals identified in your Company's Emergency protocols
During the call, our agents will work to identify the problem and aim to find a solution as quickly and efficiently as possible. Our agents will seek any relevant approval where required, however we aim to always provide a duty of care to all of our travellers who find themselves in an emergency situation.
All of our emergency events are recorded and logged securely in our internal systems. Any relevant feedback is provided to our daytime office teams along with Account Management, ensuring that the correct people know the information.
Our Out of Hours Team ensure that Selective Travel Management are able to provide an uninterrupted 24/7 service to all of our corporate customers, 365 days of the year