Amex’s New ‘First’ Tool Serves Travelers 24/7
by Michele McDonald /American Express Global Business Travel (GBT) introduced 'First' from American Express Global Business Travel, a premium service platform.
Its central feature is a team of expert travel counselors who are “virtually alongside the traveler, 24/7,” the company said. The relationship begins with a thorough welcome interview—by phone or online—to provide the team with an in-depth understanding of the traveler’s habits and priorities.
The team is empowered to advocate and resolve issues on the traveler’s behalf through strong supplier relationships, no matter where the traveler is in the world.
First uses technology that immediately identifies a caller by any of his or her phone numbers and ensures the travel expert has all relevant information and preferences necessary to anticipate and address the traveler’s needs.
Dealing with disruptions
Disruption management through AX CONNECT, GBT’s traveler care solution, enables First travel experts to alert travelers to potential problems and secure alternative arrangements via SMS, e-mail or dedicated mobile app.
American Express said the level of support provided by First eases company travel managers’ workloads, especially during significant travel disruptions.
First is available to GBT customers in the U.S., U.K., and Australia.
Emergency service
GBT also has developed new “card swipe” functionality for its AX CONNECT product that enables employers to view an integrated representation of travelers’ itinerary information and recent American Express Corporate Card transactions to help pinpoint their location during an emergency.
Once they have located their travelers, AX CONNECT’s user interface enables travel managers to push crucial information to them via SMS, e-mail, or a mobile app and prioritize aid to those with the greatest need.
GBT extended its integration with TripCase, Sabre’s itinerary management app, to display trip-relevant supplier benefits such as free in-room Wi-Fi and complimentary breakfast options.
The information is customized to the individual traveler’s itinerary and is displayed through the TripCase app.