When catastrophe unfolds, the world sees the devastation—homes reduced to ruins, families uprooted, and communities in distress. Yet behind the headlines, a meticulous orchestration of efforts ensures that help reaches those in need with sensitivity, speed and precision.
CWT combines advanced AI-driven insights with seamless technology integration and human expertise to simplify booking, approvals, and policy compliance, ensuring a smooth and efficient experience for 4,000+ customers’ travelers.
But travel isn’t always routine.
CWT TX Managers: Dione Stamper, Denise Tomlinson, Michael Vigil and the CWT travel counselors are part of a global Traveler Experience team serving travelers in 139 countries with culturally-sensitive, and location-specific support—ensuring travelers receive the assistance they need, wherever they are.
They also work on the travel operations side of the American Red Cross, responsible for mobilizing rapid response to deploy volunteers and humanitarian aid where it’s needed most.
All Systems Go: Activation & deployment
“Red Cross recruits volunteers that go to destinations where disasters hit—boots on the ground, as they call it—to do whatever they can to assist the people affected,” says Stamper whose core team is dedicated just to emergencies, “But because these disasters can be huge, there’s no way just four counselors can handle the volume. That’s where our ‘helpers’ come in. It takes a village”
The relief process starts when the team receive an activation notice from their Red Cross travel manager. Each scenario is assigned a DR (Disaster Relief) number, which is then used to create a dedicated case in the system. This becomes the central tracking point for all travel logistics. Once that’s set up, volunteers can begin calling in to arrange their travel. The team uses a specialized system to ensure every travel request follows the correct protocol and each volunteer is authorized for travel within budget.
These are one-way bookings because deployments typically last 21 days but plans often change. Volunteers may need to stay longer or leave sooner, depending on the situation on the ground. Instead of booking round trips upfront, the team wait until they’re ready to return, making sure each itinerary is tailored to the real-time needs of volunteers.
Beyond Volunteers: Supporting next of kin in the wake of the Maui wildfires
"One of the most emotional projects we've worked on was the Maui fires,” says Stamper, “Red Cross wanted to help families reconnect. It was a heartbreaking situation, but knowing we played a role in helping people during those moments made all the difference."
Some disasters require more than deploying emergency workers. When the Maui wildfires devastated the island, leaving thousands unaccounted for, the Red Cross initiated a special program to assist victims’ families. CWT’s Traveler Experience team had to implement an entirely new travel process overnight. Families who had lost loved ones were offered travel assistance to Maui. Similarly, if a loved one was hospitalized due to the disaster, they arranged for family members to visit, covering flights, transportation, lodging, and incidentals.
“Because of the extreme sensitivity of these cases, we limit handling to only two dedicated counselors who specialize in these cases,” says Stamper, “There were thousands unaccounted for, and Red Cross wanted to ensure that families could get to their loved ones—whether for burials, memorials, or just to see what remained of their homes. We had to set up separate phone lines, emails, processes—all in record time. That program has since become a standard part of large-scale disaster responses, including the California wildfires and Hurricane Helene.”
"When the Maui fires happened, we had to think outside the box to get people there. Flights were unavailable, so we worked closely with the Red Cross and even leveraged donated airline miles to make sure volunteers and families could reach the island,” adds Vigil, “Moments like that remind me why this work matters.”
Disaster doesn’t wait for business hours: Training for the unpredictable
Training for this type of travel is rigorous and constantly evolving. Every CWT helper must complete emergency response training. Even after that, they stay involved on a rotational basis to keep their skills sharp. The work is 24/7. When call volume spikes, a text alert goes out to the team who mobilize reinforcements, taking shifts to ensure coverage.
“Our training for the American Red Cross team is incredibly comprehensive,” says Tomlinson who has been with the account since the day one, “We revamped it in 2024, and just days after the update, Red Cross changed their policies again. It’s a constant evolution, but we’ve built a program that ensures we’re always ready—whether it’s for a planned response or an unexpected crisis. Every time Red Cross has a new idea or a new way of operating, we come together, brainstorm, and figure out how to make it work. It’s a living, breathing program that requires constant innovation. I’ve watched it grow from a completely foreign process to a well-oiled machine. It’s been incredible to see how we’ve adapted and expanded our capabilities to meet the needs of such an important organization."
Dione Stamper, Denise Tomlinson, Michael Vigil and their team may not be on the ground handing out relief supplies, but they get the people there who do. Whether it’s volunteers arriving to rebuild communities or grieving families finding closure after a tragedy,
"The agents understand and fully appreciate emotionally what they’re doing,” says Stamper, “They’re unsung heroes in many ways. They see this as an opportunity to help others who are helping others, and that’s a rare position to be in.”