University of Manchester: Amending a confirmed trip

University of Manchester: Confirmed field trip requiring amendments

The Diversity Study Trips team have confirmed a field trip to Newcastle upon Tyne, consisting of transport and accommodation for a group 58 from the University of Manchester School of Environment, Education and Development. The trip is due to depart within 3 months when the need for amendments to the booked travel dates occurred.

Diversity Study Trips response

1. Consulting with dedicated group travel account manager

The dedicated group travel account manager works closely with the experienced field trips coordinator at the University of Manchester, who looks after a complex field work program. When it was confirmed the trip dates needed amending post booking, the booker liaised with their group travel account manager, who then briefed the Study Trips Operations team to start processing the request immediately.

2. Operations team liaising with suppliers

Our Study Trips Operations team are responsible for bookings from point of conversion until the groups return from their trip. The team has been implemented to provide our bookers and group leaders a dedicated contact focused on pre-departure documentation, finalizing all the vital details (rooming, meals, timings for visits and attractions). At this point the trip is within 3 months of departure, which increases cancellation and amendment fees from suppliers. Our team member assigned to this trip contacts all suppliers within 2hrs of receiving the request from the booker, via email followed up with a phone call. Our Operations team member secures a free change of date with the hotel, due to Diversity Study Trips relationship and buying power. When the coach supplier is unable to confirm the new dates immediately, our team member lines up an alternative coach provider, however this would increase cost. We follow up with the original provider again who can now also amend the trip dates and can offer this without additional cost. Whilst making the amendment, our Operations team member was also able to add a group meal at a local restaurant for the booker to help save time for the academics leading the trip. The account manager confirmed we have carried out all the changes free of charge, as no additional cost was incurred due to the effective management of our supplier relationships. This produced an approx. saving of £3000 for the university, which represents the average cost of amendments to a confirmed trip for this group size.

3. Updated documentation to suppliers and client

The Operations team member updates the trip details on our web-based trip management tool, which also updates the details in the associated app. This means the booker and academics on the trip immediately have access to the updated trip details. Any vouchers are updated and attached to the documents section, which can also be accessed via the app.

Client feedback

"I received an email from an academic who had requested the overnight trip but had since realized that he had requested it for the wrong date. I contacted Diversity Travel to advise of the problem and enquire if a change was possible. I also went back to the academic to see if the original date would work if needed but it became clear that it wouldn’t. Diversity were able to change the booking and confirm the new date within 3 hours, the only that took longer was amending the coach booking but this was resolved very quickly. Given the size of the group and the short notice this error could have been a massive problem and very costly to the University. However once raised the group travel account manager was quick to respond and kept me undated on their progress. The regular updates meant that I could keep the Academic Lead in the loop and manage their expectations. The Diversity Travel team managed to resolve everything quickly and effectively, with no additional cost which was a real plus given the group size. "

Nicholas Ritchie | Teaching and Learning Coordinator, (Placements and Fieldtrips) | School of Environment, Education and Development | The University of Manchester