A story of disruption: How a mobile app saved my business trip

Christina Dollings
Director of Sales, FCM Americas
Based in Philadelphia, PA
I’ve been in the travel industry for ten years and consider myself a pretty seasoned business traveller. Business trips are critical to my sales role and enable me to build relationships and onboard new customers. I’ve certainly seen it all while on the road, but that doesn’t mean disruptions still can’t throw me for a loop. And, there’s no better example of this than my experience last July…
Setting the scene
I was in Atlanta for the annual GBTA Convention. Corporate travel professionals around the world know how important this event is for our careers, from industry networking to meeting up with colleagues you haven’t seen in a while. As someone in sales, attending GBTA and ensuring I’m fully present at this event is critical to my role and performance. It’s also an event that I genuinely look forward to attending each year.
As many in the industry know, there was a major disruption at that time. CrowdStrike was down, causing delays and cancellations everywhere. Following a stressful trip down to Atlanta due to all the delays, I wanted to be proactive regarding my return flight home to Philadelphia.

Seeking assistance
Looking around the convention hall, I could see attendees everywhere staring at their phones or huddling in corners while they were on hold for hours, trying to reschedule their flights. People were even coming to booth appointments with an earbud in while on hold with their TMC (travel management company) or the airline. For most attendees who made it to the event, it was a very chaotic and stressful time. But with days full of appointments, I didn’t have time to step away from the booth for an extended period. Also, as a mom, I needed to be home in time to take care of my daughter and pick up my responsibilities as a parent. I decided to send a quick message in the FCM Mobile app to see if the travel team could do anything for me.
A solution in record time
Gilbert, an FCM agent, answered immediately. He told me there would be a delay since there was an influx of requests, but to my shock (and delight), it took only seventeen minutes from the first message I sent for a new flight home to be booked. This was all done with minimal distractions and interruptions, which ensured I could maximise my time at GBTA, be present for my colleagues, and, of course, make it home in time to be a mother.
An app that doesn’t sacrifice experience
As a member of the FCM sales team, I speak to every prospective customer about the power of our technology and the importance of not losing the human connection during the travel process. While using FCM Mobile during one of the most disruptive travel events in recent memory, I was reminded of the importance of a trusted travel partnership that includes seamless access to proactive support. Mobile apps don’t need to sacrifice service consistency, and FCM Mobile is proof of that. I’m truly grateful to have this support, whether behind my desk or travelling on the road.
Oh, and thank you, Gilbert!