Business travel rarely goes exactly as planned. Flights get cancelled. Routes change. Situations can shift faster than anyone expects. For travellers, that often means making decisions on the spot, at times when waiting is not an option.
This is where support makes the difference. Having someone who stays calm, keeps the overview and steps in the moment plans change. For ATPI’s 24/7 team, this is the point where their work truly starts.
In a conversation with Jackey de Haan, Manager of ATPI’s 24/7 service, one thing is clear from the start. When plans change, support needs to be instant.
Support, wherever you are in the world
To ensure continuity, the 24/7 team works according to a follow-the-sun model. With teams in the Netherlands, India, Dubai, Canada and the UK, support is always available, no matter the time zone. As one team finishes its shift, another steps in and picks things up without interruption.
That handover is about far more than answering the phone. It is about sharing context and taking responsibility, so nothing gets lost and colleagues can act right away. For travellers, this means their situation does not need to be explained again and again. Support stays fast, informed and consistent, wherever they are.
Looking beyond the itinerary
24/7 support goes beyond changing a booking. When plans shift, the focus is always on what is still possible in that moment. Sometimes that means letting go of the original itinerary and quickly finding an alternative that does work, whether that is rerouting a journey or adjusting an overnight stay.
“You always focus on what can still be done,” Jackey explains. “Not because it is the easiest option, but because that is what travellers rely on.”
That approach takes experience, sharp judgement and trust. Decisions often need to be made instantly, with limited time and information. In those moments, it makes all the difference to have someone who keeps a clear overview and confidently takes responsibility for the next step.
Right there, when it matters most
In the end, 24/7 support is not just about being reachable. It is about trust. Knowing there is always someone who thinks along, takes ownership and acts immediately, even outside office hours.
Much of that work happens quietly, behind the scenes, often before a traveller even realises there is an issue. Problems are solved before they escalate. Alternatives are already in place before anyone has to start searching.
In a world where business travel has become less predictable, the value of teams who bring calm and clarity continues to grow. Not in the spotlight, but exactly where they are needed most.
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