The travel management company with the largest global footprint in the industry, CWT handles an average of 78,000 airline bookings, 8,000 vehicle rentals, and 73,000 hotel stays across 29,000 destinations daily. While most travel arrangements are routine, a rise in extreme weather events increases the likelihood of travel disruptions.
Some travelers—even those not directly impacted by wildfires, hurricanes, or flash floods—report feeling nervous to travel after witnessing high-profile travel disruptions or natural disasters. Events like severe weather incidents, emergency landings, and large-scale evacuations can heighten risk perception, leading to fears of future disruptions, flight cancellations, or being stranded in unsafe conditions. Live social media coverage amplifies these concerns, reinforcing the need for reassurance and real-time support. It’s no wonder that in times of uncertainty, travelers seek human expertise. A recent study by software firm Katana found that 49% of customers prefer interacting with a human over a bot, with 25% indicating their preference depends on the complexity of the issue.
Multi-channel support for travelers
Supporting travelers in times of uncertainty requires a well-optimized travel management system that blends chatbots for speed and routine 24/7 support with human expertise in complex scenarios.
CWT’s own myCWT platform is revolutionizing traveler support with cutting-edge Gen AI and natural language processing enabling travelers to engage in unscripted conversations with a virtual assistant, seamlessly transitioning to a human travel counselor when needed. The Gen AI-enhanced service has been rolled out across 56 countries, achieving traveler satisfaction scores exceeding 90%. Looking ahead, CWT plans to integrate live language translations and further personalize the experience by leveraging travelers’ unique preferences and past itineraries. With AI-driven innovation at its core, CWT continues to set new standards in intelligent, customer-centric travel support.
Even as GenAI’s capabilities continue to rapidly advance, the real-time empathy and adaptability of CWT’s travel counselors in challenging situations cannot be replicated. Whether it’s a reassuring phone call for urgent challenges or messaging the 24/7 team for around-the-clock support with changes, information and policy questions, increased uncertainty requires a blend of technology and human support.
Travel expertise in sensitive situations
CWT’s Traveler Experience counselors handle the nuances of business travel during unexpected scenarios. Equipped with comprehensive training and global expertise, they provide tailored solutions to meet travelers’ needs—whether that means rebooking a missed connection, navigating complex visa requirements, or ensuring compliance with corporate travel policies.
When the unexpected happens—a natural disaster, political unrest, oil rig evacuations and even hostage reunions—counselors help travelers find safety and solutions, no matter where they are in the world.
Take, for example, the traveler stranded abroad during a sudden airline strike. While an app might notify them of the disruption, counselors work behind the scenes to secure an alternative route, accommodation during the delay, and reassurance throughout the ordeal, transforming a potentially overwhelming situation into one that feels manageable.
Emergencies demand quick thinking, detailed coordination, and unwavering focus. Whether it’s evacuating travelers from a region experiencing civil unrest or assisting those impacted by a sudden weather event, trained counselors ensure the safety and well-being of every traveler.
CWT’s Energy, Resources & Marine specialist teams manage evacuation incidents for clients like offshore oil rigs during hurricane season and gas plants during political unrest. While the travel requirements for these clients are complex at the best of times, high-stakes situations demand rapid decisions, logistical expertise, and deep industry knowledge. When travel takes an unexpected turn, human connection is what truly makes the difference.
Contact us to find out how to support your traveling employees