Our People – Andre LaBrooy
Name: Andre LaBrooy
Role: FCM Operations Manager
Location: Sydney
When his plan to join the Air Force as a young man was averted by protective parents, Andre LaBrooy pursued the next best option – working in travel – where he finds every day is different, exciting and rewarding.
A love of all things travel, whether soaking up an airport atmosphere, watching jumbos soar into the sky or tracking planes using flight radar apps, saw Andre kickstart his career with airline KLM. After completing a Bachelor of Marketing and an MBA in International Business, Andre joined the Flight Centre Travel Group (FCTG) as a travel consultant 11 years ago.
With his strong dedication to the job and to customers, Andre was quickly promoted to Team Leader roles. For the past seven years, he has worked in operations management with FCM Travel Solutions, bringing a far more personalised level of customer service than the usual scope of the role.
“Nothing works as well as face-to-face interaction with clients.”
Currently managing a portfolio of more than 20 large and small corporates, as well as the FCM team in North Sydney, Andre says the way in which he drives year-on-year value for clients is by meeting with them face-to-face.
“I conduct site visits with all my clients to undertake monthly or quarterly reviews, provide training, introduce new staff, address any issues or to simply catch up. This face-to-face contact is what helps me build stronger relationships,” he says.
“I also believe in tackling issues or problems by speaking with clients on the phone or in person. Emails aren’t good enough. I can’t sleep at night until I know a client problem has been solved and they’re happy with the outcome.”
Andre’s tendency to go ‘over and above’ for his clients was demonstrated when a corporate customer realised they had lost their wallet on a train to Sydney Airport, just before boarding a flight to Singapore. Andre contacted a friend in Singapore and arranged for them to meet his client at the airport on arrival and provide him with cash to assist him until he could access his funds.
“I believe customer service is inherent in people. You can teach the fundamentals of customer service, but I believe the people who do it best, do it naturally,” he says.
Drawing on his years of experience working in both the corporate travel management and airline sectors, Andre recommends the following three tips for individual travellers to enjoy smoother business travel -:
- Ensure your profile is fully completed and up-to-date with current details including correct names, Frequent Flyer numbers, loyalty program memberships.
- Know what you want most from a trip – e.g. the best or lowest price for your hotel or airfare or greater comfort – and make sure you communicate this preference to your travel bookers or travel manager
- Personally check your itinerary once it’s booked to ensure the travel booker has accommodated your needs as best as possible within your company’s travel policy.