Process
A predictable process, even when the case isn't.
Every case follows the same operational sequence. You always know where the case is, who owns it and what happens next.
Six steps
From first contact to case closure
- 01
Send us the case
Submit the case through the form, by email or by phone. Partial information is fine — we will tell you what else we need.
- 02
We assess the options
We review routings, assistance requirements, clearance conditions and realistic timings.
- 03
Receive the proposed solution
You receive a clear proposal with the arrangement, costs, assumptions and any constraints stated plainly.
- 04
We coordinate the arrangements
On approval we book, request and reconfirm every component of the journey.
- 05
We keep your team updated
One point of contact, proactive updates and immediate notification if anything changes.
- 06
Case completed
Arrival confirmed, documentation supplied and the case closed with a full record.
First response
What happens in the first hour.
Cases are acknowledged by an operations handler before options are returned, so you know the case is owned.
- Request received
Case logged and acknowledged by an operations handler.
- Case reviewed
Requirements, constraints and missing detail identified.
- Options investigated
Routings, assistance and clearances checked with suppliers.
- Response / quotation
Proposed solution returned with costs and caveats.
- Case progresses
On approval, components are arranged and reconfirmed.
Getting started
What we need from you.
Partial information is fine. We will begin the review and tell you exactly what else is required.
- Current location and intended destination
- Timing and any date flexibility
- Number of travellers and companions
- Mobility, assistance or medical requirements
- Your internal case reference
- Authorisation contact for costs