CASE STUDY

Transforming the VIP and executive
travel experience

 

Businesswoman in green blazer holding phone by office window and red stairway

For your VIPs and C-suite executives, standard corporate travel policies just don't cut it. Their high-stakes schedules and exacting preferences require a travel management approach that's as flexible and dynamic as they are. But how do you deliver a premium, high-touch experience without letting costs spiral or administrative burdens pile up? 

Proactive VIP travel management is the answer. It anticipates needs, mitigates risks, and ensures every journey is seamless. Explore why a proactive, specialised approach is essential for managing your most important travellers, and how it can transform their experience while supporting your business goals. 

 

Key Takeaways 

  • Proactive VIP travel management drives exceptional traveller satisfaction.  
  • Personalised service models solve the unique challenges of high-stakes corporate leadership. 
  • An understanding of preferences and each VIP's profile is key, as well as direct consultant access.  
  • Consolidating your global VIP travel data streamlines administrative workflows. 

95% satisfaction score across three pharmaceuticals 

Three pharmaceutical companies, India  

High touch service: These companies have exacting standards when it comes to business travel and demand bespoke, high touch service. FCM's approach focuses on building relationships with healthcare professionals and senior management, offering personalised, door-to-door service.  

Each client has a dedicated VIP team who know their travellers’ preferences inside out. They  ensure efficient booking processes, well-prepared documentation, and tailored travel experiences.  

Result: 90% satisfaction for consultant knowledge and professionalism, and 95% satisfaction for consultants' ability to resolve queries and concerns. 

Hands-on solution increases savings and VIP satisfaction 

Energy company, UAE  

Hands-on solution: Our client was juggling international operations, struggling with internal travel requests, and trying to herd employees towards preferred airlines.  

Two FCM travel experts were embedded right in their office, running a bespoke Travel Desk. Our energy travel experts were soon managing bookings across the board, including providing VIPs the white-glove service. Armed with cutting-edge reporting tools and regular strategy sessions, they kept the programme agile and responsive.  

Result: FCM's negotiation and global clout netted AED 2 million in savings. Employee satisfaction skyrocketed from 3.4 to an impressive 4.5 out of 5. 

10/10 VIP service across the board  

Biotech company, USA  

Tailored solutions: FCM proudly partners with a leading biotechnology company that pioneers cancer treatment. Through a series of fact-finding conversations, FCM developed a tailored VIP service model to ensure less time is spent on navigating travel complexities, and more on delivering value for their core organisational mission.  

Result: A recent survey of executive admins showed 100% participation, with every respondent rating FCM’s concierge-style service a perfect 10/10.  

“Among the best ‘white glove’ travel services I’ve experienced in over 20 years of making travel arrangements.” 

  • Executive Assistant  

 

Bespoke service for a very-particular VIP  

Private investment firm, Singapore 

Personalised service: FCM provided highly customised VIP travel services for the founder and CEO of this private investment firm, who required an unusually detailed level of personalisation. The client's exacting standards, including specific communication preferences and travel requirements, posed a unique challenge that other TMCs had failed to meet.  

FCM's approach involved maintaining detailed records of all specifications and establishing direct communication between the VIP consultant and the client.  

Result: The client was happy with FCM’s personalised service. 

“You have been very attentive, and as such, I am very appreciative.” 

  • Founder and CEO 

Consolidation through quality service  

Snap-On China 

Streamlined profiles: As part of a wider travel consolidation, one of Snap-On China’s goals was to elevate the travel experience for VIP travellers. FCM ensured their preferences were stored centrally and assigned travel consultants addressed specific needs. 

Result: Booking behaviour was transformed, providing quality services across Snap-On’s Shanghai, Beijing Kunshan and Zhejiang offices.  

“FCM can provide localised services that meet our needs in China.”  

  • Helen Jiang, Administrative Manager 

Preventing disruption before it happens 

Retail and consumer goods company, Australia 

Proactive problem solving: When repeated airline cancellations disrupted a CEO’s long-haul flight from Dallas to Sydney, each rebooking introduced a new challenge. Complex multi-ticket itineraries, a VIP traveller already airside, and historical ticketing issues that could have resulted in denied boarding. 

FCM took a proactive, hands-on approach at every stage. This included rebuilding itineraries across multiple carriers, coordinating directly with our airline contacts at Qantas, Air New Zealand, American Airlines and ground crew to enable a one-off airside check-in, and escalating behind-the-scenes ticketing conflicts to secure waivers and reissue flights into a single, aligned booking before the traveller made it to the boarding gate. 

Result: A complex disruption was turned into a smooth transit experience, protecting the VIP traveller’s time, experience, and expectations. 

 

 

Find out more about VIP travel services at FCM