TravelerCare is who we are!

Our EthosWe all share the same spirit and culture Every person who comes into contact with us, whether it is our external customers or our colleagues, should experience Travelercare. It encompasses everything that we do. This service ethos complements our brand, organisational values and provides us all with a simple and honest approach to service.

Our HistoryWe’ve come a long way… 1850, American Express started as a Freight and Valuables Delivery Service. 1890, we adapted our business to compete with Banks, by moving into Finance. 1914, we were involved in repatriating over 150,000 Americans during the War.1922, we started Luxury World Travel Services and Travelers ChecksProduct.Our next phase involved offering of outsourced managed travel servicesto corporations, government entities, and other organizations. Over theyears the business has continuously evolved to meet the dynamicneeds of the corporation and business traveler. 2014, American Express entered into a Joint Venture worth $900 million with an Investor Group. This has positioned American Express Global Business Travel to accelerate our growth and succeed in the marketplace. Today, are proud to be one of the largest Corporate Travel Companies in the world, providing high levels of TravelerCare to our customers.

More RecentlyA year of transformation2017, Traditional Hierarchical structures gave way to: Self Managed Autonomous Responsive Teams! In addition to SMART, we are now moving towards an ever increasing focus on offering products which generate increased revenue to our Business. By providing a more Consultative based approach to our service, we can ensure that our products are tailored to the Client, the Traveler and the Business.

Our ValuesWe all hold are values dear to our hearts We are agile and get things done right. • Drives Vision and Purpose – Paints a compelling picture of the vision and strategy that motivates others to action. • Cultivates Innovation – Creates new and better ways for the organization to be successful. • Action Oriented – Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. We collaborate to drive the best outcome. • Collaborates – Builds partnerships and works collaboratively with others to meet shared objectives. • Communicates Effectively – Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. We are accountable for our actions and empower each other. • Courage to Speak & Act – Steps up to address difficult issues; says what needs to be said. • Ensures Accountability – Holds oneself and others accountable to meet commitments. • Being Resilient – Rebounds from setbacks and adversity when facing difficult situations. We stay focused and work smart to deliver results. • Decision Quality – Makes good and timely decisions that keep the organization moving forward. • Optimizes Work Processes – Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. We put our customers, travelers, and employees first. • Customer Focus – Builds strong customer relationships and delivers customer-centric solutions. • Develops Talent – Develops people to meet both their career goals and the organization's goals. • Drives Engagement – Creates a climate where people are motivated to do their best to help their team and the organization achieve its objectives.



Our Commitments This is what we commit to ourselves, our teams and our company. Genuine People• We know the importance of Peer-to-Peer feedback and coaching, by actively seeking it out, genuinely receiving it, and providing it with integrity.• We seek out Learning opportunities to enable us to perform our roles to a high standard, and develop our skills with a view to adding value to the team and the business.• We engage and collaborate well with all the people around us. Understanding our Customers• We report, track and resolve all issues which may negatively impact the customer.• We find ways to turn around a customer experience to win their trust and loyalty.• We analyse trends in complaints and errors to suggest ways to improve our customer experience.• We understand the expectations of our customers, and actively try to exceed them when possible.• We use all available resources to reduce errors and offer consistent customer experience. Commercially Minded• We are empowered to work towards our goals and targets.• We analyse our Performance, and seek support or make suggestions on how to improve.• We are adaptable to change, and understand the importance of the need to remain competitive.• We remain focused on the core business objectives and goals.



Our Traveler Expectations This is what our Travelers expect from us! Genuine People• Be Passionate: Be passionate about me, my travel plans and your service.• Advise me: l Share your ideas, suggestions and recommendations with me.• Show Integrity: Be open and honest with me at all times. Understanding our Customers• Create a Genuine Connection: Show me that you care & Treat me like an individual• Be Proactive: Ask me meaningful questions, Anticipate my Needs and Surprise me• Be the Expert: Offer me services that truly meet my needs and Solve my request• Make it Easy: Recap our agreement, Take ownership so that I feel at ease and Be there when I need you• Be a Self-Manager: Be accountable for my overall experience Commercially Minded• Qualify the Sale: Ask questions which will enable you to determine my needs and in turn sell products which will delight me.• Overcome Objections: Determine the obstacles which are preventing me from completing my purchase, and work to overcome them.• Save me money: Help me to avoid future transactions and handling as well as increased costs by making the process simple and immediate.• Meet My Needs: Ensure full understanding of my needs and expectations, and the travel products offered are matched accordingly.• Appreciate me: My business is an important contribution to the success of your business. Be appreciative so I want to return.



Our FutureEnsuring a sustainable and viable future for us all. We are a Travel Sales & Service Organization We are a Market Leader Our Traveler remains at the Heart of everything we do We are focused on Driving Revenue Opportunities We offer a Competitive Product and Service We are changing the way we Work and Sell Travel

How do we achieve this?ourSTORY myTEAM myLEADERSHIPCoaches Foundation Communities of Travel Counselor Program Practice CompetenciesReward & Recognition Performance Aptitude based Optimization Recruitment