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Our comprehensive duty of care programme

Travel doesn’t always go to plan – flights get cancelled, transport gets delayed, technology fails, luggage goes astray – some things we can’t control. What we can do is be available 24/7 and reduce disruption to your travellers, wherever they are in the world.

Orbit Response is our comprehensive duty of care programme, including 24/7 afterhours support, security updates, risk advice, client location reports, robotic incident detection and alert notification. Plus, our business continuity plan will ensure that your service from Orbit will remain uninterrupted, no matter what. In the case of a disruption to the business, we can call on one of our eight other offices around New Zealand to help.

At Orbit World Travel, duty of care is hugely important to us. So if an emergency ever arises, you can rest assured that we have the best tools to keep you and your travellers safe and connected while travelling, minimising the impact of disruptions on your business.

No matter where in the world you go, your safety and well-being is paramount to us.

Afterhours

Our Afterhours service team is something unique to the travel management market in New Zealand.

On call 24 hours a day, 7 days a week, every day of the year, Orbit’s approach is to have our afterhours service managed by our own Kiwi staff based in our London office. This means our New Zealand based staff don’t have to work through the night to respond to afterhours calls – instead, our Kiwi staff in London cover this time as part of their normal working day. With immediate access to your travel bookings, policies and profile, the team have all the information needed to help with any travel changes, disruptions or new bookings. During extreme disruptions that cause a greater than usual demand for afterhours calling, our New Zealand team will bring in additional staff to assist with increased call volumes.

This allows us to provide our clients with a more robust afterhours travel approach. No matter what happens or what time you call, you can be sure that you will receive the same level of personalised Orbit service as you’d expect during business hours.



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Orbit 24/7

Orbit 24/7 is our robotic duty of care tool. Orbit 24/7 uses the latest in robotic technology to continuously analyse global incidents, notify Orbit of impacted travellers and their locations, and send notifications and alerts directly to travellers. Whether it’s security, health, transport or weather related, you can be sure your traveller will stay informed anywhere in the world, at any time. The automatic nature of this tool and its ability to pull ALL elements of the booking details to locate affected travellers makes it unique to Orbit and a first in the New Zealand travel management market.

How it works:

  1. News media sites are continuously scanned and confirmed by global data analysts in real time, who then feed international travel alerts and events into Orbit 24/7.
  2. Orbit 24/7 provides each Orbit office with details about the event, categorised as security, health, transport or weather related, and one of four alert levels – attention, caution, warning, or emergency.
  3. Orbit 24/7 will automatically pull a list of all travellers impacted by the event within a 100km radius of that city, within a travel period of +/-3 days, from our database. The tool can pull details from every segment of their trip, including all flights and accommodation booked with Orbit.
  4. Orbit is then able to contact affected travellers and key contacts via email, text, or both with details of the event and action required, at any time of day.

Keeping you informed

A huge part of duty of care is keeping you informed with the latest industry news, travel alerts, and disruption notifications – Orbit has a number of ways we keep our clients updated.

Our online booking and travel request portal has integrated travel risk advice, and will display a warning if your proposed travel plans are to high risk areas – requiring acknowledgement by the booker. It also generates an email to inform the company that a high-risk request has been made.

Our Orbit Update emails will notify you of things such as weather disruptions, changes to services from airlines, world events, or updates about our services and systems – anything that could impact on your travel plans.

The scrolling newsfeed bar displayed along the top of our website’s homepage allows us to add in alerts about urgent news, so clients can see important updates as soon as they land on our website.


Client location reports

Our innovative OneClick feature is a traveller tracking tool, enabling you to monitor your staff’s location data all across the globe, quickly and easily. OneClick enables you to pull client location reports for your colleagues in real-time by country, date, destination etc, with an instant view of where they are on the map. With their itinerary information at your fingertips, gain total visibility of their route and contact them via text or email if required.

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