We are so proud of the work done by our people to support customers during COVID-19. This week we are profiling Brianna Lespinasse, an Assistant Team Leader who helped hundreds of travelers get home—and even extended that support to their immediate family members when they needed it most.
How long have you been with FCM?
I have been with the business for four and a half years.
What do you think makes FCM stand out from the rest?
FCM’s culture. It’s more than a company, it’s a community that’s vibrant, supportive, and always striving to be better.
What do you enjoy most about your role?
I enjoy working with our clients and finding solutions for any problems they face. I also love the people I work with!
Tell us a bit about your approach during COVID-19?
I’ve been trying to stay up-to-date on airline waivers and what’s being allowed with respect to changes and refunds. I’ve also monitored itineraries for several clients who were no longer traveling but who wanted to hold out on cancelling their itineraries in hopes of getting full refunds due to airline cancellations. We’ve been successful in getting a few refunds this way that wouldn’t have been allowed had we cancelled when the client first contacted us to cancel their trip.
When you’re not providing critical support to customers, what keeps you busy?
Traveling! Like most people who work for FCM, I love traveling and exploring new places. Apart from that, I love to read, write, run, and spend time with family.
A customer called in despair to get help with her personal travel booked outside of FCM. She needed to change her dad's flight in order for him to attend to her ailing grandmother and was struggling to coordinate the change. Brianna Lespinasse came to the rescue and managed to confirm her father on the next available flight at no extra cost.
“Brianna – I can’t thank you enough! This has been such a stressful time for my family with sick grandparents and you taking care of this means so much to me. Thank you, thank you!”
Need help restarting your travel program? Get in touch.