Introducing our Duty Office – the partner you never knew you needed

You might have heard us mention our Duty Office a lot, but do you know about the breath of support this team can offer our Travel Counsellors? Our Duty Office isn’t just a helpdesk – it acts as a partner to every one of our franchisees, helping to ensure that their customers’ journeys are as smooth, seamless, and enjoyable as possible.

We take an in-depth look into the value our Duty Office adds throughout the customer’s journey – from booking to arriving at their destination.

Pre-travel

Our Duty Office keeps on top of the very latest FCDO advice, so they help Travel Counsellors understand current recommendations and support with any amendments if needed as a result of advice changing.

They also receive instant reports if an event happens which could impact any customers who are departing imminently. This could be anything from a terrorist attack or air traffic control strikes to natural disasters and technical glitches affecting systems. Their insider knowledge helps you to be on the front foot with any queries from your customers – and you’ll have peace of mind that the Duty Office are there to help with rearranging their travel plans if required.

And, if you find yourself in a situation where your customer’s hotel has been closed for whatever reason (or you receive a relocation request), Duty Office can assist with finding alternative accommodation.

In-resort

As much as our Travel Counsellors put care and attention into the trips they book, things can and do go wrong when customers reach their resort. But rest assured you’d never be left to deal with these issues alone – that’s where our Duty Office come in.

From illness and accidents to problems with accommodation, extreme weather, and worldwide events that could cause disruption or danger, our Duty Office has got you and your customers covered.

They can also support with voluntary changes to flights and hotels, involuntary changes to scheduled flights that affect a customer’s itinerary, and amendments due to delays with transfers.

Out-of-hours assistance

In addition to the in-resort emergencies noted above, the Duty Office are also here around the clock to help you with the following:

• Flight ticketing – issuing and reissuing tickets that cannot wait until the next working day

• Cancelling components booked in Phenix – checking with suppliers that bookings are cancelled where penalties will take effect

• Issuing virtual credit cards in instances where the supplier’s payment deadline is imminent.

• Checking if bookings are confirmed – Duty Office can check the bedbank systems to see if the booking is confirmed or not

Having access to our 24/7 Duty Office is just one of the many ways in which you and your customers are supported. Are you ready to join a travel franchise where you have the freedom to run your business for yourself, but not by yourself? If you’re serious about setting up your own travel business, safe in the knowledge there’s support for you and your customers whenever and wherever you need it, we’d love to hear from you. Get in touch to find out more about everything you’ll receive to help you be your best.