24/7 Emergency Assistance

When you work with us, you have access to 24-hour Emergency Assistance, no matter where you are in the world. 

In-House Customer Service

When the unexpected happens and you need to change or cancel a flight, you can call our emergency service team and instantly be connected to in-house travel managers who know our business intimately. All after-hours calls are answered by a team of 80+ highly-experienced travel managers operating out of Toronto and our global head office in Brisbane, Australia.

Having some of our people working from Brisbane allows us total coverage of the globe during daytime hours. Additionally, several of these agents have been working with our business for over 15 years and know our business intimately. All Travel managers are fully trained on our systems and provide the same level of excellent customer service that we expect from our daytime Travel Managers.

Backed by the best

The team that is dedicated to you is backed by our Canadian Support businesses to ensure that you are always taken care of, whatever your needs may be. Our Fares and Ticketing team can make last minute changes and we can always bring in more support for severe situations. 

We've been known to come into the office at 2am to take care of extreme circumstances before.

Each year we receive over 10,000 emergency phone calls from our travellers.

Whether it's a cancelled flight, changed plans or just a typical North American winter, we are there for all of our travellers around the clock. 

Featuring Andrea Pattison from our Corporate Traveller team in Vancouver, this is just one of those stories...