作者：Christina Scorsis，CWT全球运营与支持部负责人
作为全球业务领域最广泛的差旅管理公司之一，CWT日均需要处理约78,000个航班预订、8,000次车辆租赁及全球29,000个目的地的73,000间酒店房晚。尽管大部分的差旅行程都能按照常规进行，但全球极端天气事件的不断增加显著提升了行程中断的可能性。
部分旅客表示即使没有受到山火、飓风或洪水的直接影响，他们在了解到备受关注的差旅中断事件或自然灾害后，仍然会对出行产生焦虑。恶劣天气事件、紧急迫降和大规模疏散等场景都会加剧旅客的风险感知，引发对后续行程中断、航班取消或受困险境的担忧。当下，社交媒体的实时传播更放大了这些焦虑，旅客对实时支持与心理安抚的需求持续增加。这也解释了为何在不确定时期，专业人员的服务会更受青睐。Katana软件公司最新研究显示，49%的客户更倾向于与真人互动而非机器人互动，25%的受访者则表示他们的选择取决于问题的复杂程度。
在不确定情况下为旅客提供有效支持需要构建一个高度优化的差旅管理系统，将7x24小时高效回应的虚拟客服与能够处理各类复杂情况下的人工服务有效结合。
未来，CWT计划整合实时语言翻译功能，通过旅客的个性化偏好与历史行程数据进一步定制旅行体验。以人工智能驱动的创新为核心，CWT也将持续在以客户为中心的智能化旅行支持方面树立新标杆。
不过，即使GenAI*的能力持续升级，CWT旅行顾问在复杂情况中所展现的同理心与应变能力始终无可替代。无论是通过电话安抚旅客情绪并处理紧急状况，还是全天候为旅客解决行程变更、信息咨询以及差旅政策解读等，行程不确定性的增加需要差旅科技与人工协助的结合。
注：GenAI（生成式人工智能），是一种基于深度学习算法的技术，能够通过分析海量数据，学习其中的规律与特征，并生成全新的、具有创意性的内容。这种技术可以应用于文字、图像、音频、视频等多个领域，帮助创作者快速生成高质量的作品。
CWT旅行顾问能够处理各类差旅行程中出现的突发情况。凭借全面系统的培训与全球化专业知识，旅行顾问们致力于为旅客提供量身定制的解决方案——无论是误机改签、复杂签证指导还是确保企业差旅政策的合规保障。
当不可预见事件发生时（例如：自然灾害、政局动荡、钻井平台撤离甚至人质解救），CWT旅行顾问团队始终致力于为身处全球任何角落的旅客提供安全可行的解决方案。
典型案例
某位旅客因航空公司突发罢工滞留海外。尽管应用程序会推送中断通知，但其背后是CWT专业顾问团队在紧急制定替代路线、安排延误期间住宿，并通过全程沟通将危机转化为可控事件。这种全方位支持，远超单纯的信息告知。
当紧急情况发生时，需要快速决策、细致协调与高度专注。无论是从动荡地区撤离人员，还是协助受突发天气影响的旅客，CWT旅行顾问团队始终以确保每位旅行者的安全保障为首要使命。
CWT能源、资源与海洋交通的专家团队长期为海上钻井平台（飓风季）、天然气设施（政局动荡期）等客户提供专业撤离支持。即使是常规时期，这类客户的差旅需求已极具复杂性，而高风险场景更要求快速决策能力、物流专业经验与深厚的行业认知。当行程偏离预定轨道时，人性化服务才是真正扭转局面的关键所在。
▋ 关于CWT
CWT是全球商务旅行和会议与活动管理专家，为企业和政府机构提供支持，帮助他们的员工摆脱地域限制，随时随地保持联结。无论是常见商旅目的地、偏远地区抑或是高危无人区，我们都会通过创新科技为您的差旅员工提供高效、便捷、安全以及可持续性的差旅体验。CWT拥有153年的品牌历史，品牌进入中国市场逾20年。2020年，CWT在中国市场推出其旗舰平台 - myCWT China，成为首家在华推出开放式API差旅管理平台的国际差旅管理服务商。
The human advantage: Why travelers turn to counselors in times of uncertainty
TEXT: Christina Scorsis, Head of Global Operations and Support
The travel management company with the largest global footprint in the industry, CWT handles an average of 78,000 airline bookings, 8,000 vehicle rentals, and 73,000 hotel stays across 29,000 destinations daily. While most travel arrangements are routine, a rise in extreme weather events increases the likelihood of travel disruptions.
Some travelers—even those not directly impacted by wildfires, hurricanes, or flash floods—report feeling nervous to travel after witnessing high-profile travel disruptions or natural disasters. Events like severe weather incidents, emergency landings, and large-scale evacuations can heighten risk perception, leading to fears of future disruptions, flight cancellations, or being stranded in unsafe conditions. Live social media coverage amplifies these concerns, reinforcing the need for reassurance and real-time support. It's no wonder that in times of uncertainty, travelers seek human expertise. A recent study by software firm Katana found that 49% of customers prefer interacting with a human over a bot, with 25% indicating their preference depends on the complexity of the issue.
Multi-channel support for travelers
Supporting travelers in times of uncertainty requires a well-optimized travel management system that blends chatbots for speed and routine 24/7 support with human expertise in complex scenarios.
Looking ahead, CWT plans to integrate live language translations and further personalize the experience by leveraging travelers' unique preferences and past itineraries. With AI-driven innovation at its core, CWT continues to set new standards in intelligent, customer-centric travel support.
Even as GenAI's capabilities continue to rapidly advance, the real-time empathy and adaptability of CWT's travel counselors in challenging situations cannot be replicated. Whether it's a reassuring phone call for urgent challenges or messaging the 24/7 team for around-the-clock support with changes, information and policy questions, increased uncertainty requires a blend of technology and human support.
Travel expertise in sensitive situations
CWT's Traveler Experience counselors handle the nuances of business travel during unexpected scenarios. Equipped with comprehensive training and global expertise, they provide tailored solutions to meet travelers' needs—whether that means rebooking a missed connection, navigating complex visa requirements, or ensuring compliance with corporate travel policies.
When the unexpected happens—a natural disaster, political unrest, oil rig evacuations and even hostage reunions—counselors help travelers find safety and solutions, no matter where they are in the world.
Take, for example, the traveler stranded abroad during a sudden airline strike. While an app might notify them of the disruption, counselors work behind the scenes to secure an alternative route, accommodation during the delay, and reassurance throughout the ordeal, transforming a potentially overwhelming situation into one that feels manageable.
Emergencies demand quick thinking, detailed coordination, and unwavering focus. Whether it's evacuating travelers from a region experiencing civil unrest or assisting those impacted by a sudden weather event, trained counselors ensure the safety and well-being of every traveler.
CWT's Energy, Resources & Marine specialist teams manage evacuation incidents for clients like offshore oil rigs during hurricane season and gas plants during political unrest. While the travel requirements for these clients are complex at the best of times, high-stakes situations demand rapid decisions, logistical expertise, and deep industry knowledge. When travel takes an unexpected turn, human connection is what truly makes the difference.
▋ About CWT
CWT is a global business travel and meetings specialist, with whom companies and governments partner to keep their people connected, in traditional business locations and some of the most remote and inaccessible parts of the globe. CWT provides its customers' employees with innovative technology and an efficient, safe, and sustainable travel experience.
