April 27, 2010 -- Seamlessly and with little fanfare, ABC Corporate Services' 24-hour emergency service team, TESS, came to the rescue of customers stranded during the Icelandic ash crisis that halted most travel within European air space.
For more than nine days, the ABC Travelers Emergency Service System (TESS) responded to calls from its international client base, going to extensive and creative lengths to assist travelers, becoming a quiet champion in an emergency situation. TESS reports call volumes for this period totaling six times its normal amount, experiencing one of its highest service capacities ever, to meet demand.
"Once our intelligence indicated the magnitude of the situation, we immediately augmented our staff, with agents working around-the-clock to service customers, both those stranded in various parts of Europe as well as those in route or otherwise affected in different areas of the world by the reduction in flights," notes Klayton Killion, executive vice president, operations. "Our primary focus was the safety and comfort of our customers, and to ensure them workable options until flights were available," he continued. "For some travelers, we provided hotel accommodations that best met their needs in terms of cost and location. We used the ABC Premier Hotel Program, tapping into Premier Block Space, that offers guaranteed rooms in sold out situations. For others, we assisted with ground transportation alternatives, in some cases taking them to functioning airports where possible―and in other cases―to their final destination," Killion added.
"While it certainly was a trying and exhausting experience, I am proud of our highly skilled team of TESS agents, all who stepped up to the plate, working tirelessly and with endless enthusiasm to meet our customer needs under very challenging conditions," noted Beverlee S. Patterson, president & COO, ABC Corporate Services. "In fact, in some instances, our agents spent 2-3 hours or more on calls," Patterson concluded.
About ABC Corporate Services. ABC Corporate Services is a leading provider of services to the global travel agency and corporate communities. Providing progressive solutions for the business of travel, ABC Corporate Services offers the ABC Premier Hotel Program™ (including the EZ Book with ABC hotel booking engine), TESS – Traveler Emergency Service System™, ABC GlobalFares/International Rate Desk™, Travel Risk Management solutions, ABC Global Connect™, and a host of preferred supplier programs. For more information about ABC Corporate Services, visit www.abccst.com, contact info@abccst.com or call 1-800-722-5179 / +1-402-885-8900.
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