Called ‘Marco Polo’, the new COVID team provides expert COVID-19 advice to Travel Managers for complex enquiries.
The Marco Polo team and the online information hub give Travel Managers access to advice on everything from country-specific entry requirements to COVID regulations, visas, supplier policies and crisis support.
“Travel Managers often already have years of experience when it comes to handling complicated bookings or troubleshooting complex requests,” said Cameron Harris, National General Manager of Flight Centre Business Travel. “But the post-pandemic climate presents both our team and our customers with a totally new set of challenges.
“Marco Polo consolidates all government, supplier and external travel industry information in one handy online location that our team can tap into to give customers accurate information – quickly.”
Marco Polo project leader Andrew Whalley said that businesses and travel bookers were probably visiting three or four different online sites to piece together all the information they needed for one international travel enquiry.
“The FCBT team can tap into the latest pre-departure, transit, arrival or departure information in just a few clicks and then pass this on to customers,” said Andrew.
“During the first week of the internal site going live, FCTG had around 2500 visits from its business travel division. We had around 8000 individual page visits and over 414 live chat enquiries. The most popular page was the traveller checklist and pre-departure information. This demonstrates the level of complexity now facing not only the travel industry but all businesses with a mobile workforce.
“Our customers can have peace of mind that as their travel management specialist, we have excellent resources to draw on to ensure all customers receive accurate and relevant information for a seamless and safe journey – wherever they’re headed.”
Cameron agrees and said that while the travel landscape was more complex, it shouldn’t stop people from travelling.
“All Marco Polo’s travel intelligence also feeds into our customer-facing ‘Ready to Travel’ Resource Hub, which is an invaluable tool for those getting back on the road.
“Our job is to consolidate information and ‘uncomplicate’ the trip planning process for customers. This is exactly what Marco Polo does for our Travel Managers – and the Ready to Travel Resource Hub does for our customers.”