Round-the-Clock Availability
Our 24/7 Emergency Call Centre is designed to provide uninterrupted support for all your travel needs. Operating from 5 PM to 8 AM, our team ensures that you can reach us at any time of the night for any travel emergencies, changes in itinerary, or other urgent requirements. With dedicated phone lines and email access, we guarantee peace of mind for our clients, knowing help is just a call away.
Nexus Travel Owned and Staffed
The call centre is exclusively owned and staffed by Nexus Travel, ensuring that you receive consistent and high-quality service from our experienced team members. We do not outsource this crucial function, which means our staff are fully integrated with the company’s ethos and operations. Additionally, all clients are linked to a dedicated after-hours WhatsApp group, connecting them with relevant operational, Key Account, and Finance staff members to assist with any after-hours requirements.
System and Profile Uniformity
We maintain uniformity in our systems and profiles, allowing us to provide seamless support and quick resolutions to any issues that arise. Our advanced systems ensure that all your travel details and preferences are readily available to our support team, enabling them to assist you more effectively. The after-hours team uses the same systems and documents as the day staff, ensuring consistency in service quality. This uniformity helps in maintaining a high standard of service across all interactions.
Work-from-Home with Backup Systems
Our staff work from home but are equipped with individual power and internet backups using Gizzu and Lalela systems. These backups ensure that our service remains uninterrupted even during power outages or internet disruptions, particularly during load shedding. This setup allows our team to stay online and available throughout their shifts, ensuring continuous support for our clients.
Travel Tracker and International SOS
Our 24/7 Emergency Call Centre is equipped with a Travel Tracker and International SOS services. The Travel Tracker allows us to monitor your travel in real-time, ensuring your safety and providing timely assistance if needed. The International SOS service offers global support, ensuring that no matter where you are in the world, you have access to emergency assistance and medical support.
By incorporating these robust features, our 24/7 Emergency Call Centre is well-equipped to provide you with reliable and efficient support, ensuring your travel experience is smooth and worry-free, day or night.