Information Update - Emergency Assistance Update

We have recently enhanced the screening process for emergency assistance outside of UK office hours to improve response times and your overall customer experience. Our phone lines remain open 24/7/365 - +44 117 472 5700.

 Below is the how the screening process works:

 Email cases, send to coco@afterhours.travel the traveller will receive an email notification, click the URL and complete the short screening questions.

Information required: 

• Time of departure 

• Time zone 

• Mode of travel 

• Summary 

 Two email screening reminders will be sent 

If screening request is not actioned by the traveller, the case will be assumed as travelling outside of 48 hours and de-prioritised 

Alternative communication channel

• Travel Request Form (TRF) - Click Here

• Travellers can request a call back or email response via the form 

• Travellers will be asked to submit name, company, agency booking ref, and free format of enquiry 

Cases will be prioritised as follows:

Category 1 | 0-3 hours - missed departures and those travelling within 3 hours will be marked as critical and attended to in strict order based on deadline.

 Category 2 | 3-48 hours - ordered by closest to departure

 Category 3 | 48+ hours - managed in order of longest waiting