In the next installment of #ByYourSide stories we profile Rebecca Olsen, one of the travel consultants who works long hours within our Emergency Customer Care department to provide much needed support and bring travelers home.
How long have you been with FCM?
I joined FCM in the Emergency Customer Care (ECC) team in October 2018. I had previously worked for the Flight Centre Travel Group in UK and have been in the travel industry for 15+ years.
What do you think makes FCM stand out from the rest?
I believe that our people make us stand out. They genuinely care about our customers and always want to be there to help.
What do you enjoy most about your role?
I love the challenge of working as part of the ECC team. Whether I am assisting with travel arrangements in the middle of the night to fit in with our customer’s convenience whilst overseas or finding a solution for someone stuck due to weather or the most recent COVID situation. We are here to alleviate our customers’ stress by finding solutions, no matter what is going on.
Tell us a bit about your approach during COVID-19?
My main approach to dealing with the challenges of COVID-19 is to be fully briefed on what the various airline/country policies are but to also adopt a more “flexible” approach by ways of really trying to think a bit outside the box. Especially when dealing with limited flight operations and border closings, my experience and knowledge of world geography really has come in handy.
When you’re not providing critical support to customers, what keeps you busy?
Outside of work I am kept busy with my 10-year-old son and his distance learning along with trying to train my new-ish labradoodle puppy.
“I would just like to give a shout out for the support I received from Rebecca during the wee hours of the night. The call was handled with great professionalism, clear communication, did not feel rushed and the feedback of information was well appreciated. During these unsettling times it is customer service like this that helps to relax and keep customers calm. Thank you so much!”
Cam DiMario, Director of Integration - Controls, Robotics and Installation
Need help restarting your travel program? Get in touch.