A Fresh Chapter for InTravel Group – ITG Cares

It’s been a while since our last business update and for good reason. Behind the scenes, we’ve been busy putting new operational plans in place to deliver an even more personalised service for our customers.  The good news? Those changes are now live. InTravel Group is bigger and stronger than ever, with our largest and most experienced team to date. Here’s what you’ll notice straight away: 

Dedicated Service Teams

Due to our growth in both travel manager talent and new customers, we’ve restructured our customer service area into smaller, more focused teams. Each customer is now matched with a dedicated team, typically with one or two primary consultants. This approach ensures you receive consistent, personalised support while also providing backup capacity, if your travel volumes spike, other team members within your dedicated team can step in to assist seamlessly. This new structure is designed to deliver deeper understanding of your needs, sharper focus, and an even higher level of service. 

Key Relationship Managers

We’ve appointed key Relationship Managers for every customer, not just our larger-spend clients as in the previous model. These Relationship Managers are your dedicated go-to contacts for high-level matters and will ensure any non-booking needs are addressed quickly and effectively.Their role is to proactively identify opportunities to make your travel program more efficient, cost-effective, and deliver greater value for money. 

Technology & Solutions Roadmap

Thanks to our in-house travel technology expert Sonia, we’ve refreshed our technology and solutions roadmap to keep you ahead of the curve. You’ll never miss out on innovations that make your travel program market-leading.  

NDC Is Live 

A new industry innovation that is shaking up the travel industry is the rise of NDC or New Distribution Capability. NDC as most people have probably heard is a new method for airlines to offer greater personalisation, value adds and discounted fares. The good news is that we can support NDC fares for you, if you wish to opt-in.  

Introducing ITG Cares

Tying everything together is ITG Cares, our refreshed framework for customer service excellence. It’s designed to deliver even greater outcomes for our customers and to build partnerships for the long term.

In August, we brought our entire team together from across the country for a planning day focused on our purpose and how stronger partnerships with our customers help us achieve shared goals. One message came through loud and clear: as a boutique business competing in a highly competitive market, outstanding customer service is our greatest strength. 

This planning day was critical in uniting our team’s diverse perspectives into a single, consistent approach to service. From sales and discovery, to onboarding, going live, and ongoing travel program improvements, it’s essential that every step reflects the same high standards. 

The outcome of that work is ITG Cares (InTravel Group Cares), a refreshed framework that sums up the principles guiding our service.  

Seeing the team refresh our customer service principles was a proud moment. ITG Cares will shape how we deliver a service you can truly trust and be proud of. We’re excited to see these principles in action as we continue building a service-centric brand together with you.

The ITG Cares Framework

(I) Invested – We are committed to the success of your business and our brand  

(T) Transparency – We believe trust is built on openness, honesty, and accountability  

(G) Growing Together – Growth is a shared journey, if you succeed, so do we  

(C) Confidence – You can trust us to deliver every time 

(A) Agility – We adapt quickly and effectively to turn challenges into opportunities 

(R) Relationships – Strong relationships are at the heart of everything we do 

(E) Easy – We make corporate travel management simple, seamless, and stress-free  

(S) Stability – We are a partner that you can rely on, today and long into the future 

ITG Cares is a reflection of how we work, day in and day out. It reflects our commitment to making travel management straightforward, dependable, and built on genuine relationships.

We’re excited to see these principles in action and to continue proving why InTravel Group is the partner of choice for businesses that want more than just a booking service.

Thanks again for your support we appreciate you trusting us with your travel program.  

Dwayne Good  

Founder