Always here when you need us

At Selective Travel Management, we know that travel doesn’t always follow a 9-to-5 schedule. Whether it’s a last-minute change, a missed connection, or an unexpected emergency, our travellers can rely on one thing – we’re always here. Our Out-of-Hours (OOH) service is designed to provide dependable, round-the-clock support when you need it most.

1) Emergency Call Initiated and Situation Identification

When an emergency call comes in, our dedicated OOH phone systems direct you to an experienced travel consultant without delay. Using our advanced booking tools and traveller profiles, the OOH team quickly verifies your identity, gathers essential trip details, and assesses the situation. This secure, streamlined process allows us to understand your needs and prepare an immediate response.

2) Resolving an Emergency Situation

Once the issue is identified, our agents focus on finding the best possible solution as quickly as possible. Whether it’s rebooking a missed flight, arranging alternative transport, securing last-minute accommodation, or managing urgent itinerary changes, our team works efficiently to resolve the situation. If necessary, we liaise with suppliers and obtain approvals, all while ensuring traveller safety and wellbeing remain our top priorities.

3) Communication to the Traveller

Clear, ongoing communication is key in an emergency. We stay in touch via phone, email, or SMS to keep you updated every step of the way. Any important information is confirmed and repeated to ensure you fully understand your options, with follow-up calls arranged if third-party suppliers are involved.

4) Communication to the Client

For corporate clients, we also provide timely updates to key contacts identified in your company’s emergency protocols. This ensures travel managers or designated staff are fully informed alongside the traveller, maintaining transparency and supporting your organisation’s duty of care responsibilities.

5) Internal Recording

All OOH incidents are recorded and logged securely in our internal systems. This includes the actions taken, outcomes, and any relevant traveller feedback. Our daytime Account Management team reviews these records to ensure continuity of care and to identify opportunities for improvement.

6) 24/7 Service

Our OOH service is staffed exclusively by in-house Selective Travel consultants who know our clients and systems inside out. This means no outsourcing, no handovers – just consistent, high-quality service at any hour of the day or night. We operate 365 days a year, ensuring that wherever you are in the world, expert help is always available.

Business travel doesn’t pause after hours, and neither does our support. With Selective Travel’s Out-of-Hours service, expert help is always just a call away. No matter when you travel, we’re by your side to keep your journey running smoothly.