Travel support
Help when a trip goes wrong
Urgent contacts first, then exactly what we commit to and how a problem moves from acknowledged to resolved.
Urgent help, 24 hours a day, 7 days a week
United States
+1 (212) 347 5600
Australia
+61 2 9100 0800
Urgent email
support@silentvip.com
Phone is fastest for anything happening in the next few hours.
Existing clients: for anything that isn't urgent, use the client portal or support@silentvip.com. No sales forms.
Service standards
What we commit to
| Urgent (travel within 24 hours) | Standard | |
|---|---|---|
| Hours | 24 hours a day, 7 days a week | 8am–8pm ET and 8am–8pm AET, Monday to Friday |
| Acknowledgement | within 5 minutes | within 1 business hour |
| An agent takes ownership | within 15 minutes | within 4 business hours |
| New options quoted | As part of the urgent case | options within 4 business hours |
Acknowledged
We confirm we've received the request. That's a receipt, not an answer.
Owned
A named agent takes the case, tells you what happens next and stays with it. Hand-overs between shifts are written up, so nothing is lost.
Resolved
The traveller is rebooked or the change is confirmed, documents are reissued, approvals and costs are updated, and you're told it's closed.
Escalation
If it isn't moving, it goes up
Agent → shift lead → Head of Travel Operations, each with a 30-minute handover window for urgent cases.
Ask for escalation at any time on the urgent line, or reply "escalate" to any support email.
Account team
People who know your programme
Every programme has a named account manager; programmes over 250 travellers also have a deputy. They run implementation, the A quarterly programme review, with a written summary sent within five business days, and anything that isn't a single trip.
Worked cases
How the team handles three common problems
A cancelled flight
The airline cancels the 6pm Boston–Chicago flight. We see it on the booking, rebook onto the next suitable departure within policy, move the hotel arrival, message the traveller with the new itinerary, and record any fare difference against the same project. If no in-policy option exists, we take the best available and note why, and the approver is told.
A missed connection
A delayed first leg means the traveller misses a connection in Frankfurt. They call the urgent line; the agent already has the itinerary, confirms the airline's reprotection, secures a hotel if they're stuck overnight, and updates the trip and charges. The case is owned until the traveller lands.
An out-of-hours change
At 10pm on a Sunday an executive needs to leave Singapore a day early. The urgent line takes it, quotes options with the change fee and fare difference, and confirms once chosen. A change that costs more goes to the approver, with an urgent flag if travel is within 24 hours.
Questions
Practical answers
I'm a client with a trip problem. Where do I go?
Is support available at night and at weekends?
What counts as urgent?
Will I talk to someone who knows the trip?
See support from the client's side
In the demo we'll escalate a disruption and show what the traveller, approver and travel manager each see.