How to get help
When disruption to your trip happens — a cancelled flight, a change of plans, a question about a booking — you can reach a Christopherson advisor any hour of any day.
Our advisors average more than 20 years in the business, and they already have your itinerary and your preferences in front of them so they can help solve your problem, fast.
Ways to reach an advisor
There's four ways to reach our staff 24 hours a day, 365 days a year.
Channel | Where | Best for |
|---|---|---|
Chat | Andavo mobile app | Fast help without making a call — at the gate, in a meeting, on a plane with wifi |
Text/ SMS | Andavo mobile app | Short questions, or when you'd rather not wait on the line |
Phone | 800.600.3737 | Anything urgent. A cancelled flight at midnight, a missed connection, a situation where minutes count |
Andavo mobile app | Non-urgent requests where you need a written record |
You'll find all four together in the support section of the app, so you can pick whichever suits the moment.
During the day you'll reach our in-house advisor team. Overnight and at weekends you'll reach a dedicated after-hours team, trained to the same standards — including the handling of payment card details.
VIP travelers
If your organization has designated you for VIP support, you have your own phone number, email, and hours for a designated Christopherson team — given to you when you were enrolled — and priority position with our advisors when plans change.
VIP is an added layer, not a replacement: every channel above still works for you. If you don't have your VIP details, or think you should have VIP access and don't, ask your company's travel manager.
What an advisor can do
Advisors don't just answer questions. They can help on your trip in many ways:
Book a new trip: flights, hotels, rental cars, rail, and ferry
Change an existing booking: dates, routes, times, vendors
Cancel a booking, and explain any waiver, credit or penalty that applies
Rebook you during a disruption: same day, next available, or on a different airline
Find alternatives: a different route, a nearby airport, ground transport
Handle the complicated trips: multi-city itineraries, group travel, international trips
Chat in the Andavo app
The Andavo app (available on iOS and Android) includes a built-in chat feature that makes it easy to connect with a Christopherson advisor, no phone call required.
A real person, not a bot. When you send a message, an advisor reads it and replies. There's no automated system in between.
Your history is saved. Close the app and come back later and the conversation is where you left it. No repeating yourself.
A shared team. Advisors work from a team rather than being assigned to you individually, so you may not get the same person twice. Your trip details and the conversation carry over, so you won't have to start again.
It can do more than answer. An advisor can book a trip or change one for you, right in the chat.
What to do when your trip is disrupted
Flights get delayed, weather rolls in, connections get tight. The first few minutes matter most.
Here are some steps for when this happens:
Start with the app. Your itinerary, current flight status and every way of reaching an advisor are in one place. Get a picture of what's actually happening before you start searching for flights or joining a queue at the desk.
Then reach an advisor. When a disruption hits, our travel advisors are available 24/7 to handle rebooking, working across airlines and itinerary options in partnership with you to keep you moving. The goal is to get you rerouted and on your way with as little back-and-forth as possible.
Quick reference
What's happening | What to do |
|---|---|
Short delay, no connection at risk | Watch for updates. Notifications will come to you. |
The delay is growing, or your connection is tight | Reach an advisor now — chat, text, or call. Adjusting early is easier than adjusting late. |
Flight cancelled, and it's the middle of the night | Call 800.600.3737. Phone is the fastest channel when minutes count. Chat and text are staffed too. |
Not sure what to do | Just reach out. There's no wrong reason to ask for help. |
Notifications, and following a flight
For trips you're on, Andavo sends notifications when something affects you: a gate change, a delay, a cancellation, an arrival update, or a weather or security event that crosses your itinerary. Notifications are targeted — if it doesn't touch your trip, you won't hear about it. Push notifications come through the mobile app, so turn them on before you travel.
For any other flight, you can follow a flight in the mobile app — a colleague's arrival, a connection you're watching, a flight you're meeting someone off. Search by flight number and you'll get updates on it, whether or not it was booked through Andavo. Flight tracking is powered by FlightAware, which is why it works for any commercial flight in the world.
Following a flight is a mobile-only feature, and it's something you turn on for a specific flight — your own trips are covered automatically.
If your issue needs to go further
Most things are resolved by the advisor you reach. If yours needs more than that, it moves up:
Your advisor brings in an operations manager when something needs more authority or expertise to resolve.
If it turns out to be a bigger question about your company's travel program or the tools behind it, it goes to your organization's account team, who work with your travel administrator on it.
You don't need to manage any of that. Raise it once and it gets routed.
Before your next trip
A few minutes now saves an hour later:
Download the Andavo app and sign in
Turn on push notifications
Check your traveler profile is current — loyalty numbers, Known Traveler Number, preferences
Save 800.600.3737 in your phone
Your travel administrator can help you get set up, or an advisor can walk you through it.