How Alpha Technologies Ltd^*. cut business travel booking time from days to hours with dedicated support

When slow service starts costing you

When Susan stepped into her role, the travel company that was being used provided very slow response times and didn’t offer much in the way of choice for a traveller. Options were limited, and hours were being wasted. 

Waiting for hours to have a trip request email answered ends up costing the company money," Susan notes. "Airfares can go up quickly and waiting days to book is costly to any company. As well, many of our travellers know what flight they want, and response time delays sometimes resulted in preferred flights being unavailable.

Crisis management at its best

Ten years of reliable service built trust. But it was a recent crisis that truly showcased the partnership's value.

Seven ATL team members were heading home from Fort Myers, Florida to Toronto. Ten minutes before boarding, the airline cancelled their flight.

Susan called Lillian. But here's the thing – Lillian was already on it.

I called Lillian, and she was already on it, trying to find alternate travel for everyone," Susan recalls. "One person absolutely had to be home that night, the other 6 were able to wait until the next day. Against all odds, Lillian booked travel so one traveller could make it home in time. She also grabbed seats on the early flight the next day, before the airline had even protected any of our travellers.

The team's response? Gratitude that said it all.

I phoned one of them to advise and they were all so grateful to Lillian. One traveller put his phone on speaker, and they all yelled a huge thank you.