Every business traveler needs a 24/7 travel assistantBy Emily Parker-Woodland
Winter travel can be unpredictable and unpleasant. For frequent business travelers, the winter is even more taxing with flight delays, cancellations, prepaid hotel rooms that will no longer be used, extended time away from home, and the most frustrating part - spending hours on hold trying to change reservations. One of the features our customers love the most is the access to our 24/7 travel assistants.
They are available to help through the entire travel process: booking hotels and flights, changing reservations, and handling any issues that occur during a trip. To learn more about the help our team can provide in these situations, we spoke with on of Lola’s Travel Assistants, Tim Richard.
With the crazy weather we’ve had recently, I’m sure our customers have experienced some problems. What was a recent issue you helped to fix?
We had a customer traveling from Philadelphia to Vancouver for a business trip. On his way home he had a layover in Phoenix. He landed in Phoenix and found out that his flight home to Philadelphia was canceled due to weather issues. The airport was crowded with other passengers experiencing similar issues, and he was worried he’d be stuck in Phoenix overnight because of all the delays.
How did you help this customer?
As soon as I was notified about the cancellation I found other flight options to get him home that night. There were seats left on a flight taking off just a few hours later so I held a seat for him while I waited to hear if he wanted to book it. He did, so I called the airline directly and got him booked and then had the tickets sent directly to his phone.
What was Lola able to do for this customer that the airline agents were not?
We offered him the ability to change his flight without waiting on hold to speak to an airline agent and without waiting in line at the airport. While we took care of his flight, the other travelers on the cancelled flight were in line waiting to find out their options. All he had to do was sit back and relax.
Was there anything else that you helped the customer with?
One of the other Travel Assistants had recently been to Phoenix, and was raving about Blanco Taco in the Phoenix airport. Since he had a little time before his new flight, I told him to consider grabbing some tacos, which turns anyone’s frown upside down. He loved it!
Overall, how do you think the customer felt about all of this?
I knew he was very appreciative when he said, "I just got my boarding pass! Thank you!! That was too easy."
What advice do you have for customers who find themselves in a similar situation?
If you're ever stuck in a similar situation and the weather doesn't agree with your travel plans, rest assured you will get to your final destination eventually. If you didn’t book through Lola, your best bet is to get in line with the other passengers to speak with an airline agent. While in line, I’d recommend also calling the airline, as you might get through to someone there before you get to the front of the line. If you did book with Lola, we proactively take care of this for you. Try not to stress, we will be with you every step of the way. That's the benefit of Lola's 24/7 world class customer service, we won't rest until you get where you need to be.
What are a traveler’s rights in this situation?
If a flight is canceled a traveler can get rebooked for no additional charge by speaking with a customer service rep at the airport or calling the airline. A customer is entitled to a reimbursement if they opt not to fly and will be credited back the unused portion of the ticket by the airline.
Business travel comes with a lot of unexpected circumstances which can lead to stress, especially during the winter months. When your team books with Lola, you can feel good knowing that our Travel Assistants will have their backs no matter what!
Schedule a demo with our team to learn more!