Media Releases & Travel Alerts
07 November 2011
CORPORATE TRAVELLER WORKS AROUND THE CLOCK TO HELP QANTAS PASSENGERS
The travel plans of around
68,000 passengers were
thrown into disarray when
Qantas CEO Alan Joyce
grounded the carrier’s entire
domestic and international
fleet due to ongoing
industrial disputes.
A total of 447 Qantas flights
were cancelled worldwide
during the grounding,
which started 5pm Saturday
29 October.
During the crisis, Corporate Traveller as part of the Flight Centre Limited group provided assistance to all travellers booked on Qantas over this time. From the moment the news broke Corporate Traveller’s priority was to ensure all affected customers were re-accommodated on alternate flights or hotels as quickly and cost effectively as possible.
How we managed the crisis
Immediately after Qantas’ announcement to ground aircraft Corporate Traveller mobilised its travel management teams nationally. As part of our crisis management plans Corporate Traveller:
• Mobilised day-time travel and account management teams to work throughout the weekend. This mobilisation combined with the support provided by our after-hours assist division ensuredCorporate Traveller was staffed 24/7 during the crisis.
• Travel managers ran ‘where are they’ reports to identify all clients that were affected.
• Passengers were then contacted personally by Corporate Traveller staff, who ensured all travellers due to fly in the next 48 hours were rebooked on alternative flights
• Corporate Traveller staff used every strategy available to them to ensure clients could continue travelling, including re-booking to alternative flights, holding seats, wait-listing flights and making changes to hotel and car bookings that accompanied those flights.
• Where appropriate, charter flights, car hire and buses were offered as alternative solutions.
• Corporate Traveller suggested clients reconsider all nonessentialtravel during crisis and in following days.
• Travellers were kept up to date with regular emails, online and social media communication.
Communication Throughout the crisis
Corporate Traveller provided the latest updates and advice to travellers. These communication channels ensured travellers were notified of airline developments and had the Corporate Traveller works around-theclock to help Qantas passengers Expert insights Managing the Qantas crisis. right phone numbers to ring for both their travel teams and afterhours assist teams.
The TMC advantage
Corporate Traveller’s clients were able to contact our dedicated teams directly for assistance and advice. Corporate Traveller’s call waiting times were kept to a minimum, where as passengers dealing with airlines direct, faced extremely lengthy call waiting times.
The fact that Corporate Traveller had booking teams working from their offices provided clients with full access to our globally integrated technology and product platforms. This ensured travellers had full travel management support, when they needed it most. Corporate Traveller’s clients also benefited from the company’s well-established supplier relations. Corporate Traveller has access to booking platforms and availability for all airlines, hotels, coach companies and car hire companies, which gives our people the broadest range of travel alternatives for our clients. Our access to product helps us to reaccommodate travellers quickly and cost efficiently.
During the grounding, businesses
that use best fare of the day as part of their company travel policies also took advantage of being able to select flights from a variety of airlines to secure the cheapest fare available. Additionally, alternate travel booking services such as online travel management companies simply can’t match the service provided by Corporate Traveller, as they don’t have the infrastructure or the support staff to manage the massive call volumes during a crisis of this magnitude.
30 October 2011
TRAVEL UPDATE - QANTAS GROUNDS FLEET
Qantas CEO Alan Joyce has grounded the carrier’s entire domestic and international fleet effective immediately.
Aircraft currently in the air will complete the sectors they are operating. However, there will be no Qantas domestic departures or international departures anywhere in the world until further notice.
Jetstar flights, QantasLink flights and Qantas flights across the Tasman operated by Jetconnect will continue.
We have mobilised travel booking teams to assist clients with re-bookings. Due to the volume of enquiries, there may be extended waiting times. We appreciate your understanding on this matter.
For further information please contact your travel manager or call 0800 838 010 for emergency after-hours assistance.
Travellers can also visit Qantas.com.au for the latest updates including information on assistance with accommodation and ticket refunds.
24 February 2011
FLIGHT CENTRE RESPONDS TO CHRISTCHURCH EARTHQUAKE
Flight Centre has pledged $1 million through the Red Cross to help those affected by the Christchurch earthquake.
The company, which opened its first New Zealand store in 1987 in Christchurch, will also create an internal fund to support its own people in the city as they rebuild after Tuesday's tragic events.
Flight Centre spokesperson Maree Hansen said while all staff members were safe, all Christchurch stores were affected by the earthquake.
She said the company and its people were determined to contribute proactively to the relief efforts.
"While we were very fortunate that no one was injured in our stores, the reality is that this tragedy has touched our people and our customers," Ms Hansen said.
"We’re banding together as a company and as ‘Flighties’ to provide support - both to the broader Christchurch community and to our own people.”
Whilst Flight Centre has been busy helping personal travellers rearrange their travel as a result of the earthquake, Ms Hansen stressed the company's corporate travel businesses are also fully operational.
“FCm Travel Solutions and Corporate Traveller have pulled additional resources in around the country to ensure there is still 24-7 assistance for the business community.
“Obviously airports and flights are busy and we’re here to ensure everyone gets to where they need to be.”
Flight Centre is providing its affected staff members with access to financial advisors and external counsellors during this difficult period.
"We know the donations will make a difference, however support services are also vital to our people at this time,” Ms Hansen said.
2 February 2010
FLIGHT CENTRE LIMITED BOOSTS BUSINESS TRAVEL PRESENCE
FLIGHT Centre Limited (FLT) has moved to strengthen its presence in the corporate travel market.
The company launched its Corporate Traveller brand today in New Zealand as part of a strategy to improve service, increase business travel market share and capture the growing needs of the SME travel market.
Executive general manager FLT corporate, Shannon O’Brien said Corporate Traveller would be closely aligned to FLT’s key global corporate travel business FCm Travel Solutions to ensure a high standard of service was maintained through dedicated account managers.
“Corporate Traveller’s service and product offering will focus on the SME market, providing clients a combination of expert advice, personal service and tailored travel management to maximize savings for small to medium sized travel budgets,” Mr O’Brien said.
“Clients can expect a high touch and cost effective travel management service backed by the global strength of the FLT group.”
Operations manager FCm Travel Solutions and Corporate Traveller, Angie Dudely, said significant growth in the SME segment for corporate travel in the past few years now requires a dedicated approach to travel management.
"The New Zealand SME market is continuing to grow rapidly and it's important that smaller business travel needs are looked after in a way that suits them. The reintroduction of Corporate Traveller allows us to focus even further on this important market and bring the most extensive product range to all clients, at the very best price.
“We're excited about this dedicated approach to travel management and believe New Zealand businesses will be equally excited about the options this boutique brand will bring,” Ms Dudley said.
Corporate Traveller was introduced by FLT in 1993 and marked the company’s first push into the business travel market. As part of FLT’s strategy to focus on the SME sector and grow the Corporate Traveller brand, Flight Centre Business Travel will now operate as Corporate Traveller, as will some FCm teams that service SME clients.
For more information contact:
Marie Pilkington
Flight Centre
Ph: 021 753 767
About FCm Travel Solutions
FCm Travel Solutions is a corporate travel management specialist guaranteeing a different approach to service. Proactive, strategic and personalised, FCm Travel Solutions takes the lead and manages every aspect of corporate travel, offering a service that consistently identify and deliver travel cost savings for businesses.
FCm Travel Solutions provides end-to-end solutions including dedicated travel managers, strategic account management, expense management, traveller security, travel technology, procurement, MICE and executive travel.
About Corporate Traveller
Corporate Traveller is a travel and expense management specialist company for the SME market. It offers a unique combination of expert advice, local personal service and global bargaining power to maximise savings on your travel costs
FCm Travel Solutions and Corporate Traveller are a wholly owned subsidiaries of Flight Centre Limited.
