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Pendulum swinging toward service: Op-Ed: Ovation Travel Group Chairman and CEO Paul Metselaar.

Publication: Business Travel News
Publication Date: 05-FEB-07
Format: Online
Delivery: Immediate Online Access

Article Excerpt
I was going to kick-start this article with some examples of over-the-top service requests my company has received lately, in order to illustrate my point that the demand for service is alive and well in today's travel industry. The more I thought about it, however, the more I realized that it's not the crazy, one-off requests we receive that will best illustrate my point; it's the service requirements of our everyday travelers--people who are forced to juggle their busy, ever-changing travel schedules within the guidelines of corporate travel policies that tend to focus predominantly on cost savings.

What we've come to realize in servicing these travelers is that they still very much desire and appreciate receiving high-touch service. Corporate travel managers are looking to strike a balance between the budget they are...

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