Winter is here. Winter Storm Jonas made his mark last week and weekend, cancelling 10,000 flights.
Things got started on Wednesday, January 20, when the airlines released their initial waver policies. Over the next few days, we received multiple changes and updates to these waivers as airlines added cities and extended dates. Then the cancellations began, rolling in waves over multiple days and into this week. Our Operations team was faced with a constantly moving target, as every single reservation suddenly required multiple touches – apply the waiver, apply the new waiver, process the cancellation and re-book.
Consequently, as Jonas made his mark on our roads and runways, World Travel, Inc. fielded more calls than any weekend ever before. We experienced a 300% increase in calls over our 2015 weekend average, and a 25% increase over our highest-ever previous weekend record.
But this weekend, our team at World Travel, Inc. proved up to the challenge! Unlike the airlines with hold times of two or more hours, World Travel averaged just minutes to answer throughout the weekend. Our agents handled never-ending call queues with determined commitment. And they did it with a smile.
While our agents handled the front line, they received support from the rest of the WTI team. We had associates from executive management, account management, business solutions, training, and IT stepping in to help, becoming support agents, helping book or sometimes just sitting on hold with the airlines so that the agents could interact directly with clients. Even Jim Wells, our Chairman, offered to hold for the airlines at a time when the wait was over two hours.
It all shows that the World Travel, Inc. family truly values the experience and safety of our travelers. We are committed to making sure each traveler is taken care of.
During Winter Storms, we are proactive in educating our agents about waivers and bringing in support agents to assist with higher call volume. And when the going gets really tough, everyone is ready to help ensure that your travelers are given the best possible service.
We wanted to recognize the amazing teamwork and accomplishments of our Operations team, and so did some of our clients!
Below, you’ll find just a few of the comments we’ve received from an array of clients – some new, some old, but all grateful for our excellent service.
“While I am not currently traveling, I wanted to reach back and say what a great operation and support World Travel is providing during this weather emergency.”
-Safety and Security Officer
“My flight was cancelled yesterday and I called and spoke to Joann, a WT representative. She was incredible! She quickly and pleasantly found me a new flight-even made me laugh in that stressful situation! Excellent customer service!”
– Client Traveler
“During my most recent trip (last week) I had to call a couple of times – once to help me straighten out a hotel booking (I had created the situation myself) and the second time to help me find a way home after my flights were canceled due to Storm Jonas. Both times, the agents with whom I spoke were upbeat, extremely helpful and treated me like I was their most important customer. And, the woman who found me a flight home during one of the worst travel days of the season – Kay – is my new hero.”
– New Client Traveler
