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TRAVELLER SUPPORT 24/7

Quality & Service

WingsOne provides total programme management and complete customer support. We work in partnership with you across the following range of services:

  • Customised implementation management
  • Travel policy assessment and compliance
  • Travel reporting metrics
  • Process improvement analysis
  • Cost-reduction programmes and ongoing cost analysis
  • Travel programme consolidation
  • Programme strategy reviews with key performance indicators
  • Customisable reporting
  • Incident response management
  • Travel risk management
  • Logistics management
  • Supplier relationships and negotiation
  • Customised billing solutions including charge-back and consolidated billing
  • Research, benchmarking and best practice
  • Passport and visa management
  • VIP services

Knowledge, quality, choice

Our unrivalled reputation for service depends on:

Knowledge – Our people know the travel business inside out. Our systems record your travel policies and individual travel profiles so we can tailor the service to your requirements. We also provide a rich set of online tools so you can manage your own bookings and stay informed every step of the way.

Quality – The quality of the traveller’s experience informs everything we do, including making sure the itinerary runs to plan and can flex when plans change. It means resolving issues, dealing with the unforeseen, working with only best providers of travel and accommodation, making you comfortable and keeping you safe. We listen to your feedback, learn from it and continually improve.

Choice – From sourcing the best fares, routes and accommodation to ensuring that we satisfy the preferences of individual travellers down to the last detail, we’re all about choice. This includes how you interact with the service, whether that’s using our online tools to manage the process or prefer to leave everything to the Wings team.

ONE relationship, ONE global team

When you work with us you have one relationship.

We do everything ourselves. We don’t outsource any part of the service or rely on partners. You’re always talking to a Wings employee.

With 16 locations on six continents sharing the same information system, we maintain a 24/7/365 service enabling us to support you and travellers wherever they are, regardless of time of day. When the team at our Houston, Texas office is heading home, our team in Manilla, Philippines is starting work. You’ll never talk to an out-of-hours skeleton crew or be told to call back in the morning.

Our global presence keeps us open come what may. When Hurricane Harvey hit Texas in 2017, we closed the office for the safety of our staff and rerouted our communications to London.

Our people

Great relationships are built on great people – and we hire the best. Our travel consultants come with years of experience, not a call-centre script. Whether you choose our online tools or in-person service, we’re always here to help.

Because no two industries have the same travel needs, we provide specialist training to ensure that our people always understand how your business works.

Our team also has experience of multiple travel systems, giving you access to the widest choice of content at the best possible rates.

We empower Wings employees to do what’s best for the client every time.

Quality

Wings is uncompromising about the quality of its customer service. We have developed our own quality management system which enables us to keep you informed about what we are doing to improve our processes.

Our commitment to quality management and continuous improvement is evidenced by our compliance with international quality, data protection and information governance standards and regulations, including:

ISO 9001 (quality management systems)
ISO 27001 (information security)
GDPR (EU data protection)
PCI DSS (payment card data protection)
DPA (UK data protection)
We also comply with other relevant national and regional regulations, such as POPIA data protection laws for South Africa.

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