Traveller support, around the clock

This page explains what traveller support means in GTOS: who it is for, what the desk can see, and how it connects to duty of care, My Mobility and Control Tower. GTOS is the Global Travel Operating System from Voraal, built on operating experience across 100,000+ trips.

Support on the same record as the booking

The quality of support depends on what the person on the desk can already see. In GTOS, the travel team works in Control Tower, on the same live trip record that the traveller sees in My Mobility and the company sees in the Client Portal. The itinerary, the policy check, the approval history, documents and readiness status are not re-created from email.

That matters when a traveller writes in after hours. The desk is not asking for a booking reference and a forwarded confirmation. The case is already on the trip. Response-time tracking sits on the same view, alongside VIP, visa, group and meetings handling.

Travellers still have self-service where it is appropriate. My Mobility holds the next trip, documents, confirmations and passport or visa readiness checks, on the web and on a phone. Support is there when the trip is no longer routine: a change, a disruption, a document issue, or a booking that was always going to need a specialist.

When the desk steps in

Approved, in-policy bookings can be ticketed and confirmed automatically. Support and the specialist desk step in when the path is more complex:

- Changes and disruptions that need a new flight, hotel or routing.

- Multi-city or group movements, offsites, delegations, and meetings travel.

- Visa and document cases, where readiness is held on the trip and a specialist may need to be involved. Visa decisions rest with the authorities.

- VIP or leadership travel that has been flagged for desk handling.

- Out-of-policy requests that have been routed for a decision and then need careful issuance.

This is the managed travel model described on managed travel with an expert desk. Automation and a desk are not opposites. Auto-issue covers the trips that are already in policy and approved. The desk covers the trips that are not.

Duty of care is part of support

Support is not only ticketing. Duty of care depends on knowing where people are, whether they are ready to travel, and how to reach them when plans change. GTOS includes a live traveller map, passport and visa checks, and documents on the trip record. When a disruption hits a city or a route, the company and the desk start from the same map and the same itineraries, not from a spreadsheet that was last updated in the afternoon.

We describe this as an operational capability, not as a legal conclusion. Your own duty of care policy still belongs to you. The platform gives you the live picture and the means to act.

How companies and agencies use it

Companies use 24/7 support as part of a managed programme: travellers book in My Mobility, approvers act on the same record, and the desk is available when something breaks or was never going to be a standard ticket. Finance still sees the change on the same booking, with receipts and invoices matched to the trip.

Agencies and TMCs that run client programmes in Control Tower use the same model. They do not maintain a shadow system for after-hours work. The client already has the record. USD is the main currency on this site; GTOS can record spend in more than one currency, including when a change is made outside business hours. Pricing for the programme, including how the desk is scoped, is in USD and available on request.

Security still applies after hours. Each company sees only its own data. Access is by role. Two-step sign-in is available on the app. Changes are written to the audit trail. See Security.