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 | 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 traveler is rebooked or the change is confirmed, documents are reissued, approvals and costs are updated, and you're told it's closed.
Coverage
Who answers, hour by hour
Our New York, Boston and Sydney teams cover each other's nights. Here's who picks up when.
| When | Who answers |
|---|---|
| Weekdays, 8am–8pm New York time | The US team in New York and Boston |
| Weekday evenings and overnight in New York | The Sydney team, working 8am–8pm Sydney time, which is evening and overnight in New York |
| Gaps between the two, weekends and US public holidays | Outside both office windows and at weekends, urgent calls route to the on-call travel specialist. |
Sydney's office day falls in New York's evening and night; the exact overlap shifts by an hour or two when either city changes its clocks. Urgent calls always go to a person, not a voicemail or a bot.
Escalation
If it isn't moving, it goes up
Agent, then shift lead, then 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 program
Managed and Enterprise clients have a named account manager. Essentials clients are served by a shared team, with a named lead through implementation. The same people handle implementation, program reviews and anything that isn't a single trip.
Quarterly program reviews on Managed and Enterprise, twice a year on Essentials, each with a written summary within five business days.
Worked cases
How the team handles three common problems
A canceled 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 traveler 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 traveler 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 traveler 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
What clients ask about support
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 traveler, approver and travel manager each see.
Already a client? Get travel support.