Scheduling
Part of Corporate travel booking software
Reviewing support arrangements for disrupted travel
Check travel disruption support channels, after-hours responsibilities, rebooking authority and handover before choosing a provider.
Review disrupted-travel support by tracing three things: who a traveller can reach, who can change the booking, and who keeps the business informed. A 24/7 support claim alone does not establish that every channel handles every incident or that a particular response time applies.
Define the incidents and authority
Use two fictional situations: a cancelled flight while a traveller is away and a late hotel arrival when the booking cannot be found. For each, decide who may authorise extra cost, which contact route the traveller should use, who provides the next update and how the changed itinerary reaches the booker.
Prepare a contact sheet that works when the booking app is unavailable. Include the service contact, booking reference, internal escalation owner and an alternative way to reach that owner. Include personal or payment details only where the recipient needs them.
| Moment | Question for the supplier |
|---|---|
| Before departure | How are disruption alerts delivered, and who sees them? |
| During an incident | Which channel handles this issue, at this time and in the required language? |
| Rebooking | Who can change the booking, and who approves additional spend? |
| Handover | Who sends the traveller and booker the current itinerary? |
| Afterwards | Where are charges, credits and case updates recorded? |
Read each support claim precisely
Ask each supplier to document its available contact routes, operating hours and supported languages. Confirm whether phone, app or web channels handle urgent incidents and which route applies after hours.
For changes or cancellations, confirm which bookings can be changed through the platform, any supplier conditions, who can authorise added cost and how the revised itinerary is sent to the traveller and booker.
Corporate Traveller’s Australian contact page lists a 24-hour emergency route. For non-urgent matters when travel is at least 48 hours away, it directs customers to the enabled Your.CT platform or a dedicated consultant during business hours.
Its platform page describes disruption alerts, travel-manager handling of complex changes and emergency assistance. Confirm who handles an incident outside business hours under the proposed agreement.
Rehearse the handover
Ask the supplier to walk through a fictional cancellation. Have a traveller identify the contact route without prompting, then ask how the team would locate the booking, offer alternatives, obtain authority for extra cost and send a revised confirmation. Include a traveller with poor internet access and any language requirement your team has.
Record who owns the case, how updates are given and where the final booking and costs appear. Arrange any support-channel demonstration with the supplier rather than placing an unsolicited emergency call. Agree on an internal fallback for a device or network outage. The arrangement is workable when travellers know their next action and the business knows who is resolving the trip.
