Case Study: VIP Program Offering
A valued ETP client for eight years, the organization had transitioned its travel program to another provider. However, the new TMC’s service levels did not meet their expectations. Approximately a year later, they approached ETP with a request to reinstate their VIP traveler services. ETP readily welcomed them back, and the results since have been exceptional — reaffirming the client’s confidence in ETP’s service excellence and commitment to delivering superior travel experiences.
Overview
A former ETP client returned seeking support for their VIP travel program after experiencing a decline in service standards with another provider. Impressed by ETP’s renewed partnership and service excellence, the client’s VIP program has since grown significantly—doubling in size within just one year.
Challenges
The client aimed to restore a high-touch VIP experience that reflected their expectations for quality and care. They required a seamless transition back to ETP, consistent communication throughout the process, highly experienced travel specialists to support their VIPs, and proactive account management to ensure ongoing engagement and program growth.
Solutions
ETP implemented a dedicated VIP service model, assigning an experienced travel counselor with prior knowledge of the client’s account and traveler preferences—leveraging an eight-year history of collaboration. This ensured seamless continuity, personalized care, and minimal disruption during the transition.
Recognizing the long-term potential of the partnership, ETP also reappointed the client’s previous Account Manager to maintain trust and consistency. Through continuous communication and strategic collaboration, the ETP team proactively identified new opportunities to enhance the program, including introducing support from our Meetings and Events team to expand their travel management capabilities.
Results
The client’s VIP travel program has surpassed all expectations. ETP continues to earn additional segments of their business, supported by ongoing discussions to deepen the partnership further.
The client’s feedback has been overwhelmingly positive—highlighting happier travelers, greater efficiency, and renewed confidence in ETP’s commitment to service excellence and long-term partnership success.
Want to find out more about the ETP VIP offering?
Book a meeting with ETP today.