Reliable Customer Service Matters More Than Ever in Today’s Travel Landscape

If the past few months have taught us anything, it’s this: travel disruption is no longer an exception, but rather the environment we operate in. From the escalating Middle East airspace crisis to Blizzard Elsa’s coast‑to‑coast shutdowns and the sudden travel complications in Puerto Vallarta, travel managers have been navigating a relentless wave of travel disruption. And in moments like these, reliable, human-centered customer service is the backbone of a resilient travel program.

The reality is that disruption is outpacing AI automation. In a recent Skift article, AI in a Crisis, Travel Companies Count on Humans — Not AI, the industry has been confronted with a sobering reality. After years of touting AI as the future of customer service, the largest travel disruption since the pandemic revealed a massive gap between promise and performance.

Skift reported over 43,000 flights canceled following the strikes on Iran on February 28, and the AI tools many brands had promoted were suddenly nowhere to be found. As Skift article writer, Adriana Lee, put it, “Travelers are facing hours-long queues… and in this moment, when chatbots and agentic tools could actually help, AI is MIA from the spotlight.”

This mirrors what many travel managers experienced firsthand during Blizzard Elsa and the Puerto Vallarta disruptions: technology alone cannot carry the weight of a crisis.

We’ve always believed that technology should enhance human expertise, not replace it. And during the recent turmoil, that philosophy proved essential. Having a full-time, in-house customer service team located in the U.S. is a strategic advantage for travel managers. Fox has an emergency service plan with proactive upstaffing to support increased call volume during periods of increased travel disruption.

When a traveler is stranded in a foreign airport at 2 a.m., they don’t need a chatbot that “doesn’t understand the request.” They need a human who can interpret nuance, urgency, and emotion, and act fast.

Our in-house team works directly with travel managers, not through outsourced layers or offshore call centers. That means:

• Faster escalation
• Clearer communication
• Consistent service quality
• Proactive problem-solving

A TMC should feel like an extension of your team. Our Fox customer service experts know your travelers, your policies, and your organizational culture. That familiarity allows us to deliver support that is not only fast but aligned with your business goals.

AI and technological advancements play a significant role in the future of travel, and we continue to invest in tools that streamline workflows, enhance visibility, and improve efficiency.  This includes proprietary tools like our Fox Waivers 3i, which automatically send airline waivers and schedule change notifications directly to your travelers.

The recent disruptions have made one thing clear: In a crisis, travelers don’t want automation. They want a human who can help them navigate the chaos. The travel industry is rediscovering what we’ve always known: Technology is powerful, but people are irreplaceable. Thus, having a TMC with a dedicated, U.S.-based customer service team is your strategic safeguard.

At the end of the day, Fox is a partner for travel managers through every disruption, every reroute, and every unexpected challenge.