Discover a typical day at Travel Support’s operations centre in Varberg, Sweden, the travel assistance process, and why it extends beyond tourists. Simon Johansson, with over eight years at the company, shares his insights into managing medical assistance services at Travel Support Europe. This is the second part of the interview.
In the first part of our interview with Simon Johansson, Head of Operations at Travel Support Europe, we spoke about a typical day at Travel Support, focusing on assisting travellers and delving into the medical side of our assistance services.
Now, in part two, we talk with Simon about travel assistance for cars and other vehicles. We discuss issues such as the types of vehicle we can assist, how we ensure we provide the right assistance every time, and what happens to the driver when their vehicle doesn’t work!
People don’t choose when to break down, so what happens if you receive a call in the middle of the night?
– That’s true. That’s why it’s so important to have reliable partners who can be counted on day and night, all year round. Our team operates 24/7, and we only work with recovery services that we trust to assist us no matter the circumstances.
How do you determine which providers to contact?
– We have comprehensive coverage in all the countries we operate in, working with thousands of roadside recovery partners. Our extensive network functions like a well-oiled machine, and our systems help us locate the nearest base for each assistance case. We prioritise good communication and swift response times.
Do you only assist cars?
– Absolutely not! We assist anything with at least one wheel. Whether it’s a unicycle or a sixty-foot trailer, it doesn’t matter – we will be there for the client. We assist all types and ages of vehicles.
What happens when an assistance provider reaches the vehicle?
– Our goal is to get the person in need of assistance back on track as quickly and smoothly as possible. If nothing else is requested, our primary mission is to fix the problem on site. Our partners operate various types of recovery vehicles, including service trucks, specifically geared towards roadside assistance. If on-site repair isn’t feasible, the next step is to transport the vehicle to a nearby repair shop. Our partners have an in-depth knowledge of the local areas and will ensure vehicles are taken to the nearest suitable location.
But what happens to the driver and their passengers?
– We’re fully equipped and experienced to take care of them. We won’t leave anyone stranded! We arrange hotels, onward travel such as taxis, trains, and rental cars – whatever is needed to ensure they continue their journey smoothly.
Why might a vehicle be repatriated rather than scrapped?
– This decision isn’t made by Travel Support; it depends on the specific situation and customer preference. Factors can vary by country and might include cost considerations or emotional attachment. For example, if a car has sentimental value and the owner believes it’s worth repairing but can do so more affordably back home, they might opt to repatriate the vehicle.
What is considered when repatriating a vehicle?
– Repatriating a vehicle involves careful logistical planning to ensure it reaches the delivery location quickly and cost-effectively. We collaborate with several transport companies across Europe, offering customers various options to prioritise either speed or cost containment for their repatriation needs.
What’s been the most unusual assistance request you’ve received?
– We’ve encountered just about everything! We’ve dealt with sidecars stuck in snow and trailers transporting wind turbines needing assistance. However, my biggest challenge was arranging assistance and finding a replacement school bus for 40 French school children stranded in the middle of the Norwegian forests on a Sunday evening! It took some serious effort, but we managed to get the kids back on their way. It can certainly be challenging, but we always find a solution.
Discover more about Travel Support Europe
Curious for more insights from Travel Support Europe’s operations centre? Don’t miss the first part of this interview where we learn more about the medical assistance that our team can provide.
For details on Travel Support Europe’s vehicle and other assistance services, feel free to reach out. Our team are here to assist with any questions you have.
