A Message from our CEO – Navigating COVID-19
As I reflect on the past few months, I am profoundly moved and saddened by the impact this pandemic has had on so many lives globally, including our staff and clients. The health and well-being of our extended family of clients, their customers and partners is our top priority at Aspire Lifestyles during this challenging period.
In our 30-year history, we have navigated other global outbreaks including Avian Flu, SARS, and MERS. With each, we have learned and refined our pandemic response systems, understanding the importance of responsiveness and communication as situations unfold. I wanted to share what we have been doing in response to COVID-19 and invite you to contact us for guidance wherever you may be right now.
First, we set up a task force as soon as the pandemic started to unfold in Asia. This task force tracks information from our parent company, International SOS, the world’s leading medical and travel security services company, as well as data from public health agencies and global travel organizations. We analyze and provide comprehensive information to our 25 Concierge service centers located around the world to take local actions necessary to support our clients. As necessitated, we seamlessly and successfully transitioned to home-based servicing in numerous markets as required.
Second, we are incorporating our unique travel and lifestyles perspective to engage customers during this time; applying our expertise in new and innovative ways to assist customers around the world with anything they need.
Trusted Resource: While the reasons customers call our Concierges today may be a bit different, the desire to serve remains the same. In the last few months, we have helped locate medically necessary pulse oximeters, rescheduled family travel plans, arranged home delivery of gym equipment, secured private jet travel for a customer with an immunocompromised family member, organized a remote festive birthday celebration, helped get students studying abroad home, arranged countless meal deliveries for customers’ loved ones and acted as a trusted resource for travel, safety and hospitality information. We have been, and continue to be, available 24 hours a day, 7 days a week to provide reliable and extraordinary assistance.
We have also curated innovative and informative guides to help navigate life during COVID-19 across multiple categories and countries. Responding to a wide range of non-traditional requests, we have developed new partnerships including virtual masterclass cooking, cocktail making and wine tasting, new language courses, wellness webinars, online yoga practices, vocal classes for children and more.
Travel: The global travel and hospitality industry has been deeply affected by COVID-19. While we dream of a return to normal, the travel experience will continue to look very different as we adjust to new health and safety protocols outlined by airlines, hotels and destinations.
On a positive note, we have noticed a shift from cancelled travel to planning domestic trips and luxury retreats. We have already seen an uptick in bookings for end-of-year holiday travel period, as well as, inquiries on private locations, private air options, personalized journeys, and rental homes as country restrictions are lifted. Whatever the travel needs, our Concierges are here to help plan and provide the most up-to-date travel information in this ever changing landscape.
Digital / Technology: In addition to health and safety protocols, we know that technology is essential to the revival of travel. Given our global footprint, we continue to track engagement using our global data analytics, which help us derive insights to make informed recommendations. Our clients depend on our digital solutions and digital content for access to information. We have seen an increase in requests through digital channels—apps, messaging platforms and live chat. Demand is especially high for health and wellness information, and education services that can be accessed remotely. Digital solutions offering pre-trip health, safety advice, and real-time monitoring will no doubt be an essential part of future travel.
Our brand promise, “Extraordinary Every Time,” has even more meaning now. It’s just that the ways we are “Extraordinary” have changed.
We hope everyone remains safe and well. Please lean on us to help navigate these times. We are here to help in any way we can.