- American Express Global Business Travel (GBT) has launched the option for travelers to message with a GBT travel counselor when tapping to call a U.S. mid-market service phone number on iPhone and iPad.
- The new 24/7 service enables business travelers to communicate directly with highly-trained travel counselors.
- Apple Business Chat messaging expands GBT travelers’ communication options, which include real-time messaging in the Amex GBT Mobile app and Connect Portal™.
November 19, 2019, NEW YORK – American Express Global Business Travel (GBT) today announced its mid-market customers in the United States (U.S.) can now use Apple Business Chat, a new way for business travelers to communicate live with highly-trained GBT travel counselors using the Messages app on iPhone and iPad. At launch, Apple Business Chat will be available to upwards of 1,500 companies that are GBT customers with more customers and segments to follow in 2020.
The new 24/7 touchpoint enables business travelers to communicate directly with travel counselors on Apple devices for real-time travel booking and travel options and to receive updates across air, ground and hotel bookings. For travel managers, it provides an extended level of confidence to know business travelers are connected and cared for throughout every trip in a way that is familiar to them, helping improve compliance, traveler satisfaction and duty of care.
Today’s business travelers have increasingly high expectations for chat functionality in servicing and communications. An April 2019 GBT survey of corporate travel buyers around the world found that more than a third (35%) of respondents are adding chat and instant messaging (IM) channels to book travel with more to follow in the coming year.
“The care experience we give customers is elevated by providing new options for travelers to connect with GBT directly in the channels they prefer, and via technology familiar to them like Apple Business Chat,” said Evan Konwiser, GBT Vice President of Product Strategy & Marketing. “Offering business travelers another option for live messaging gives our travel counselors even wider scope for delivering our industry-leading traveler care and support.”
To start an Apple Business Chat conversation with a GBT travel counselor, travelers using iPhone running iOS 13 who tap to call the GBT service phone number will see a suggestion to message instead. If they choose to message, a conversation with a GBT travel counselor will open instantly in the Messages app and customers can respond at their convenience.
GBT plans to expand use of Apple Business Chat across additional customer segments in 2020, in addition to messaging offered in the Amex GBT Mobile app and via Connect Portal™, a single online hub where travelers access their company’s online booking tool, policies and news, as well as personal itineraries, invoices and profile information.
Apple Business Chat is available in beta for users and businesses worldwide, and the new chat suggestions feature is built into iOS 13 and higher. For more information visit: http://www.apple.com/ios/business-chat.
GBT U.S. mid-market customers may contact their client management team for more information.
About American Express Global Business Travel
American Express Global Business Travel (GBT) is the world’s leading business partner for managed travel. We help companies and employees prosper by making sure travelers are present where and when it matters. We keep global business moving with the powerful backing of 18,000 travel professionals in more than 140 countries. Companies of all sizes, and in all places, rely on GBT to provide travel management services, organize meetings and events, and deliver business travel consulting.
Learn more at amexglobalbusinesstravel.com.
 American Express Global Business Travel U.S. mid-market customers are defined by air volume.
 American Express Global Business Travel is using a new feature of Apple Business Chat that is only available in iOS 13.
 Available for American Express Global Business Travel U.S. mid-market servicing phone numbers, with additional customer segments to come in 2020