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To: Deans, Directors and Department Chairs; Campus Unit Finance Leads; Business Managers; Travel Arrangers
From: Rebecca Spanos, Director, Travel and Payment Card Services

Over the past few months, Travel Services has been closely monitoring the level of service being provided by World Travel, Inc (WTI). During this time, we have received more frequent feedback from campus regarding delays in response time, errors in bookings, and overall unacceptable performance. While we may not have been able to respond directly to every email, please know that we have reviewed the information provided and greatly appreciate each of you who took the time to share.

WTI has also been acutely aware of these issues and has partnered with Travel Services to determine the best solution moving forward to improve the UNC-Chapel Hill travel booking experience.

Therefore, effective Tuesday, April 9, World Travel, Inc. has shifted UNC-Chapel Hill from a Designated Agent Team (agents shared with other higher-ed clients) to a Dedicated Team of Agents. These agents will be solely responsible for supporting bookings for UNC-Chapel Hill. If our volume exceeds the bandwidth of these agents, additional agents will be added to support. With this change, we expect to not only see reduced response times but higher levels of accuracy and overall service.

As this Dedicated Agent Team takes over, we ask that you continue to share your WTI experience with Travel Services. Both WTI and the University are committed to this partnership and its success, and your feedback is essential to ensure we drive continuous improvement towards this objective.

As a reminder, the Dedicated Agent Team is responsible for answering phone calls and emails from 8 a.m. to 6 p.m., Monday through Friday. After-hours phone support will still be provided by WTI outside of these hours, including weekends and holidays, but they do not have access to University emails. The after-hours team should only be contacted when there is an urgent need to book, exchange or cancel a reservation.

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