Delivering exceptional service during travel disruptions starts with planning before the events even take place.
Winter storm Mateo spread ice and snow throughout the Midwest and Northeast Feb. 8 to 10 causing delays and cancelations at many airports, including Chicago O’Hare. According to FlightStats, from Thursday to Sunday U.S. airports saw more than 4,000 flight cancelations and roughly 20,000 flight delays.
At Fox, we monitor potential travel disruptions and have a response incorporating technology and staffing solutions for our clients. One way Fox helps mitigate traveler frustrations and related travel disruption costs is through our Fox Waivers 3i.
Fox Waivers 3i automatically matches traveler itinerary information with airline waiver information issued by airlines and pushes the information to Fox. During the storm, Fox Waivers matched 2,410 customers. The instant sync of information saved travelers money by reducing change fees and made the process easier for all.
Additionally, Fox kept hold times to a minimum during the brunt of the storm. On Thursday, Fox experienced an 88 percent increase in call volume and kept the average speed to answer at 44 seconds. On Friday, Fox experienced a 25 percent increase in call volume and kept the average speed to answer at 23 seconds. As a result, stranded travelers received prompt help and a smooth rebooking process during a hectic time.
Related PostsView More
Fox World Travel Partners with Traxo
Fox World Travel, a business travel management company (TMC), and Dallas-based Traxo Inc., the world’s leading travel data aggregator, announced today at the Business Travel Show America... Read More
5 Things Your TMC Should Be Doing For You Right Now
What is your TMC doing for you while your travel is stalled? Your role as a travel manager is just as important, if not more, than usual. Many travel managers are getting more questions than ever... Read More
Myth No More: The True Cost of Travel
Now more than ever, organizations are critical of their travel budgets. Determining the seemingly mythical “true cost of a travel” has long been a goal of TMCs, travel managers and accounting... Read More