24 Hour services
At HRG we are on hand 24 hours a day, every day. We operate three Global Traveller Assist Centres providing 24/7 support to HRG clients around the world. Located in the UK, at our global service centre in North America, and in the Middle East, these centres provide emergency travel support to our clients outside of standard business hours.
Our comprehensive 24 Hour traveller service includes:
We also operate a local Emergency / 24 Hour Service on a country-by-country basis, providing similar services, as required for local markets.
How does the service work?
All travellers are provided with a 24 Hour Emergency Service telephone number with their travel documentation. Primary access to the service is by telephone, as this is often the quickest, easiest and the most immediate way for our clients to contact us.
Our centres have the ability to access existing bookings or build new bookings on behalf of any HRG traveller globally because they have multi-GDS access. We can bring up any Client PNR, traveller profile and corporate profile, if and when required. It also means we can send messages and bookings back to your local service locations, for continuous and seamless servicing, as well as for MIS reporting.
We use automated reservation processes and sophisticated telephony, and have an excellent communication structure with all HRG countries around the world. Payment by credit card is requested at the time of booking or amendment unless a credit arrangement has been agreed.
All calls are logged and we can provide a call log report as a supplementary service, if required. Alternatively, our Management Information team can run reports for all invoices raised against the 24 Hour cost centre.
24 Hour service – the right skills and resources
Our emergency centre consultants’ average at least 10 years comprehensive international business travel experience. The provision of 24 hour cover, including the rotation of staff to provide a consistent “always on” service, requires access to the right depth of resources and support. The profile of our operational team demonstrates the importance of this service to our clients and how well equipped HRG is to manage travel situations and emergencies should they arise.
HRG people are quite unique and their commitment and knowledge means we can also provide a dynamic service model that means we can offer additional resource on demand. For instance in times of crisis and emergency, our contingency plans enable us to bring in additional staff and homeworkers should a major global incident or travel crisis occur. We have the ability to scale-up a virtual 24 Hour team to literally hundreds of staff whenever it is needed.