How to support travelers during disruption
When disruption occurs, travelers need clear guidance, timely communication and access to support when it matters most.
The blueprint for travel program resilience
Policy and communication
Supplier strategy and intelligence create resilience before a disruption. Policy and communication determine how effectively organizations respond when one occurs.
The organizations that navigate disruption most effectively aren't creating new processes in the middle of a crisis. They've already established the policies, governance and communication channels needed to respond quickly when plans change.
Kjarsten Philipsen
Senior Vice President Regional, BCD
The right information at the right time
A resilient travel program requires the ability to communicate quickly and consistently when disruption occurs. Right-time communication can make the difference between a coordinated response and chaos. By combining policy, trip information and communication in a connected experience, organizations can reduce reliance on manual outreach and provide support at scale.
Give travelers the right information at the right time. You don’t want to sort through a 20-page policy while you’re facing a disruption.
Amy Dalton
Senior Vice President Regional, BCD
What effective communication looks like
Real-time, contextual traveler guidance
Omnichannel communication (mobile, booking tools, email, portals)
Clear instructions aligned to policy
Proactive education before disruption occurs
Timely, automated delivery of critical information
Building a proactive communications framework
Effective communication starts long before disruption occurs. Organizations that respond effectively have communications frameworks in place before they’re needed. These frameworks may include:
- Pre-approved disruption messages
- Executive briefing templates
- Traveler FAQs
- Booking-path messaging for high-risk destinations
Communication only works when travelers act on it.
Advito’s behavioral economics experts help organizations design communication touchpoints around how travelers actually make decisions, helping ensure critical guidance is understood and acted on when it matters most.
Communicating with travelers during disruption
Resilient travel programs depend on the ability to reach travelers quickly, clearly and at the right moment when conditions change. Through Tripsource, organizations can deliver real-time communication through an integrated, rules-based message hub. Messages are tailored to each traveler’s itinerary, timing, policy and location, helping ensure relevant guidance reaches the right people when it matters most.
By connecting booking, risk and crisis management, communication becomes faster and more precise, reducing noise and ensuring critical messages support both traveler safety and program performance. The result is a more coordinated response that helps organizations support travelers while maintaining business continuity.
Tripsource supports travelers
Reach the right travelers at the right time with automated, itinerary-based alerts
Deliver guidance across multiple channels, including mobile, in-app, email and SMS
Provide updates before, during and after disruption
Coordinate communication with BCD support teams
Technology and human expertise build resilience together
Digital tools and automation help resilient travel programs respond faster, reduce manual effort and maintain continuity when conditions change.
Technology helps organizations with:
- Self-service booking and rebooking
- Automated real-time messaging
- Dashboards and insights
- Managing disruption at scale
Technology enables. People respond.
As travel programs grow more complex, organizations are digitizing routine workflows, including approvals, communications, reporting and traveler support. This helps improve consistency, reduce operational friction, and free teams to focus on higher-value decisions. At the same time, experienced teams guide travelers and decision-makers through complex, high-risk situations.
How to build a more resilient travel program
Next: Guidance to help examine your current approach, identify gaps and understand where resilience can be strengthened across your travel program.
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Extend your travel program
Discover technologies and services that improve traveler communication, support and experience during disruption.
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