GCS
When the plan stops working
A cancellation at 23:40, a closed sector, an admission to a hospital where nobody speaks the language. One call to the duty desk and the problem stops being yours: answered day or night, owned by a named person until you are where you meant to be.
In an unfolding incident, call. Passport numbers, hospital details and medication lists are taken on the line or on a secure channel we open for you - not by email.
Named events, not categories
Flight cancelled or diverted
Late-night cancellations, missed connections, diversions to an airport nobody planned for. Alternatives are priced and held before the airline desk opens.
Airspace or border closure
A sector shuts, a road closes, a crossing stops issuing. We re-cut the route by land, sea or a neighbouring airport.
Medical event abroad
Admission, translation, insurer paperwork and a family kept informed on one thread. Repatriation coordinated where it is needed.
Documents lost or held
Passport gone, papers retained at a border. Embassy runs, emergency travel documents and a place to wait that is not a terminal floor.
Security situation
Movements re-planned around closures and restrictions with licensed providers already on file, not sourced that night.
Staff or delegation stranded
Forty people in the wrong city is a dispatch problem. It is run from one sheet with one number to call.
Sixty minutes, in order
Minutes from the moment the call is answered. Nothing here waits on an airline queue or an insurer opening.
From the answered call to the confirmed decision
- +00Call answered by the duty desk. No queue, no menu.
- +12Situation written to the file. A named person owns it.
- +25Two or three routes out priced, with times attached.
- +40Ground re-cut: cars moved, rooms held, drivers re-routed.
- +60Decision confirmed in writing. Family or office informed.
What retained accounts already have on file
The first twenty minutes of any crisis are spent collecting facts. On a retained file they are collected once, in daylight.
Standing on a retained file before anything happens
ON FILE
Next-of-kin and office escalation list
ON FILE
Insurer, policy number and medical notes
HELD
Preferred hospitals by city
HELD
Air ambulance and charter brokers
HELD
Licensed security providers
SECOND CALL
Escalation to account manager
Most crises start on another line
The duty desk is the same record, opened at the hour it goes wrong - usually from one of these four.
Do we need a retained account to call in a crisis?
No. The duty desk takes the call either way. Retained accounts have their medical, security and next-of-kin details already on file, which removes the first twenty minutes.
If it is happening now, call.
That is enough to start. One car or a forty-person visit is answered the same way: a named person, 24 hours a day. No minimum, and no account needed to call.