The people behind your effortless
business travel service
When choosing a corporate travel agency, it’s easy to compare the technology and overall product offering, but what about service?
It's clear that people are missing out on the personal touch and attention to detail. And 84% of our prospective clients mention that service is lacking in their current programme.
That’s not at all how travel should feel; you need great travel support that is uplifting and runs seamlessly in the background. That way, you can get on with the stuff that matters.
So, what better time than to introduce you to some of the key players working tirelessly behind the scenes.
The Travel Manager
Janine Baker
My role revolves around orchestrating every dimension of business travel. The key? Familiarising myself with each traveller. Through conversations and questions, I invest time to truly understand their individual needs, laying the foundation for seamless travel experiences.
Clients are often overwhelmed by the complexity of travel bookings, be it flights, accommodations, or ground transit. My approach? Offering a spectrum of choices and illuminating those options with expertise, ensuring they feel informed and reassured.
A vivid memory that underscores the importance of our role was when a traveller, while on assignment in Nigeria, had a severe fall at his hotel, resulting in a broken leg. He reached out to me, pain palpable in his voice. My immediate priorities were ensuring his safety and comfort. I immediately coordinated medical attention, liaised with his travel booker, and ensured insurance was looped in. Post-surgery, he was safely airlifted home.
The cornerstone of a thriving client-TM bond? Empathy. Stepping into the traveller's shoes instils trust. Coupled with omnipresent accessibility across platforms like email, phone, and WhatsApp, I ensure every journey is navigated with confidence.
The Customer Success Manager (CSM)
Carmen Hidalgo
As a CSM, my prime objective is to enhance the customer experience, aligning travel programmes with the customer’s ambitions. My passion lies in data analysis, helping us navigate closer to these long-term goals. Trust and communication form the essence of my client relationships. By understanding the nuances of each client's industry, I ensure they feel truly understood.
I recall helping a client who was looking for improved travel compliance. Frustrated with their system, they nearly switched to another TMC. The turning point? Implementing a technology that provided a comprehensive view of their travel programme. Within a year, all trips adhered to the travel policy, reinforcing our bond and proving Corporate Traveller's unmatched expertise.
What sets us apart is our commitment to know our clients beyond mere transactions. Rather than delving into the intricacies of the travel world, we immerse in the client's business, focusing on their long-term visions. The real joy of my role? Collaborating with clients and crafting goal-driven strategies.
The Emergency Assist Team Manager
Reagan Smith
My team and I are the safety net for clients who face travel disruptions outside regular business hours. From flight cancellations to sudden medical needs, our expertise ensures that clients remain supported and confident in our services even when things go awry.
Our process begins by actively listening to our clients' concerns and understanding the crux of their emergency. This is followed by providing a list of feasible solutions, breaking down the pros and cons of each. As we guide the client towards the most efficient choice, we prioritise their comfort and confidence.
One night, a client stuck in London reached out after missing his New York connection. Beyond booking him on a new flight, we ensured he had a comfortable hotel stay close to the airport. It's these situations, where we can turn distress into relief, that resonates deeply with me.
For anyone in my role, key attributes include stellar communication skills, an analytical mind, a compassionate demeanour, adaptability, and keen attention to detail. All these skills culminate in ensuring our clients can rely on us, even in the most stressful situations.
The greatest joy of my role? Every day offers a chance to assist, learn, and make meaningful differences in our clients' travel experiences.
The Head of Onboarding
Anneke Bornman
I spearhead the pivotal task of integrating our newest clients into the Corporate Traveller family. Collaborating across various internal and external channels, my mission is to provide a seamless, personalised onboarding that aligns with our clients' visions and our commitment to excellence.
Understanding the unique needs and dynamics of each client is crucial. We walk them through an in-depth onboarding roadmap, which not only unveils their travel objectives but also provides insights into their business. As I often emphasise: while sales introduces clients to Corporate Traveller, onboarding fleshes out the nuances of their travel rationale. And given that many of our clients are budding SMMEs or start-ups, this understanding is paramount.
For me, effective onboarding is the cornerstone of forging lasting relationships. By ensuring our clients derive value from the get-go, we not only establish trust but set the stage for a rewarding journey with Corporate Traveller.
My favourite aspect? Delving into the diverse reasons our clients travel and meticulously tailoring their initiation experience with us.
Hear from our devoted clients
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Fantastic service isn’t a “nice to have”. For travel to be truly effortless, it takes a team that understands your business, understands your travel policy, and knows your travellers by first name. With a team like the above behind you, you’ll be flying high in no time!