QUESTIONS ABOUT ASSISTANCE
Go to the assistance settings and select “Customer” instead of EXOP. Provide respective emergency contact details and your preferred provider will automatically be contacted in an assistance case.
This depends on your assistance provider. It is highly recommended to have a professional 24/7 assistance setup. If you choose EXOP as your provider, the EXOP Operation Centre will be there for you and your travellers 24/7.
Yes, select the traveller you want to contact using the filter. Click/touch on the phone or email icon in the traveller contact details, starting your phone or email client. This way, you can call or write an email instantly.
Click/touch the icon for travellers and the traveller list will be displayed. Click/touch the icon for site and you will have your sites listed.
Yes, if you select a traveller from the list or in the map, the following trip details will be displayed, ordered by stops of the trip: the registered traveller location (e.g. hotel), the country, the coordinates and the duration of the respective stop. Please note that travel data from different sources (PNR interface, calendar or manual registration) cannot be merged yet. That is a feature to come soon.
This depends on the service provider you are using. If you choose EXOP, the Operation Centre will continue to try to contact the internal emergency contacts. In any case, if there is an immediate threat to the life of travellers, and no internal contact can be reached, EXOP will nevertheless support in order to save lives.
Each user selects the time zone himself in the user profile. That is the time zone displayed in your account.
There are no hidden costs. Any costs that may arise in addition to the monthly fee, will be made transparent and must be authorised by the client. Please determine your authorising personnel, who are eligible to order fee-based services in the assistance settings section of the travel monitor. Please check your X-ASSIST contract for case fees.
Yes, you provide details on your medical service provider with the X-ASSIST contract and EXOP will integrate your provider into the assistance procedures. If you choose a different provider for security assistance than the EXOP, you will have to coordinate the integration of your medical assistance provider with them.
QUESTIONS ABOUT ALERTING
Alert: An alert is an email information about an incident that has possible effects on travellers, sites or business activity. Alerts are related to a specific traveller or a company site location. For each incident that triggers an alert, the system sends different emails – one is tailored to the traveller, the other is tailored to the travel manager.
Special alert: In the event of a special alert, it cannot be ruled out that a traveller is directly affected by a security incident that can pose a threat to life and health. The platform directly contacts affected travellers via phone call in order to detect their status. In addition, the traveller receives the incident information via email, including behavioural guidelines to reduce the risk in the vicinity of the event. For each incident that triggers a special alert, the system sends different emails – one is tailored to the traveller, the other is tailored to the manager and includes continuous status updates.
There can be different reasons for a situation like that, for example:
Scenario 1: Assuming traveller A and B are at a conference together, but the location confidence of both travellers is different. While the platform only received PNR data with the arrival airport of traveller A, traveller B used the calendar tracking feature and added the exact location of the conference venue. As a result, the platform has more precise travel data for traveller B than for traveller A and hence, determines a larger incident radius for traveller A. While the system can exclude traveller B to be inside the impact radius of the incident that triggered the alerting, it has less precise information for traveller A and thus, in order to find out, if he needs help, triggers the automated status calls
Scenario 2: Traveller A and B are again at a conference together, but work for different companies, both using the platform. It is highly likely that the alerting settings of both companies vary largely. Company A may be risk-averse, while company B is more prepared to take risks. That means the alerting settings of company A allow for a large number of special alerts, also including incidents with rather moderate severity. Company B on the other hand, prefer to trigger the status detection process and have their travellers called only in the event of critical incidents. These two scenarios shall explain that several parameters determine the incident radius. Among the strongest parameters shaping the radius are the incident impact, the incident category and the traveller location confidence. If you are uncertain about your settings or just curious, how the platform works, you can check and see in the section called “incident radius preview” in the alerting settings of the travel monitor.
Special alerts are visualised as icons with a red frame. Alerts are visualised as icon with a yellow frame. You also can use the filter to find a specific alert or special alert.
As soon as the platform detects the incident and it has been verified by the analyst (generally, the verification takes 1-2 min.), the platform will immediately start calling your travellers. If you defined in the call settings that your travellers would be called ONCE, you would receive a final status of all 200 travellers within 1-2 minutes. However, usually, it is preferred to have more call attempts as most of the time your travellers will not answer at the first call.
QUESTIONS ABOUT PERMISSIONS
Users with traveller group permissions are not authorised to access the platform’s travel monitor.
Alerts and special alerts for managers are different than for travellers. Managers will receive additional information e.g. how many travellers have been affected by the particular incident, what is their respective status (in a special alert) etc.
QUESTIONS ABOUT DATA QUALITY AND SECURITY
Travel data can be accessed until 30 days after the end of the respective trip, if the respective time frame is selected using the custom range button. Please note that by default, only current travels are displayed.
The data is being deleted after 6 months.
Over 70% of traveller data we receive is somehow incorrect. Spelling mistakes in names, missing or wrong phone numbers are the biggest challenges. We cannot contact travellers correctly if we do not have their correct emails or phone numbers. What can you do? Make it mandatory that travellers always enter and update their contact data in the platform’s user profile. Also, if travellers are entering their correct name, phone number and email address during a travel booking, this will help significantly. For travellers that are travelling to high risk countries, make sure they use the calendar tracking as an addition. This way, based on a more precise localisation, both preventive and reactive measures will target the traveller more effectively.