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Frequently Asked Questions


Excellent customer service is vital to me, will you deliver?
As an independent agent we recognize that we must focus on customer service. We are a service company first and foremost. Some companies never even see their travel management company after the first sales call. Not us! New customers are offered our Matrix Welcome Programme before they book their first ticket. This ensures we're working your way. We offer every customer our customised Matrix Customer Care Programme. This means we offer regular evaluation and performance assessment to maintain mutual goals. Our dedicated Customer Service Director can visit you as little or as often as you wish. We listen to your concerns and resolve any problems quickly and effectively. Communication, collaboration and commitment are the cornerstones of a strong travel management partnership.

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What GUARANTEE do I have that you will perform?
We in fact offer two guarantees that you will receive the service you both expect & deserve:

  1. We are so confident that our service levels are excellent we are prepared to guarantee you that if during your first 28 days of working with us you decide, for any reason, that you do not wish to continue using our services then we will REFUND all the fees you have paid so you will not have to pay for the services you have received. No other agent will offer you a better guarantee.
  2. In addition we promise to refund the Service Fee on any given booking if you are at all dissatisfied with the level of service provided. We do not expect you to pay for a less than perfect service.
    We believe that these are the best guarantees available in the travel industry and reflects our dedication to customer service. All you need to do is give us a try to find out why we are prepared to guarantee our service.

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Can I make a booking on-line?
Of course you can. Just click on the Book On-line button on the home page of our web-site to gain access to e-Matrix our online booking engine with flight options and pricing.. If you are using this tool for the first time, you will need a login ID and password which we can provide upon request. All reservations are checked by our own staff prior to ticket production to ensure you have obtained the best fare and that your reservation is within your Company’s travel guidelines. We also check that your own seat and meal preferences have been correctly entered into the booking.

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Can I view my itinerary on-line?
Yes. Simply go to the home page and click on the Virtually There button. From here, just enter your Sabre reservation number (this can be requested from your Matrix travel consultant) and the last name of the traveller. Immediately, the full itinerary (including flights, hotels, car hire etc) will be displayed. This can then be printed and given to anyone who needs to know your travel plans. One thing: if you need to make any changes to your itinerary you will still need to contact us but all changes will be instantaneously updated on your Virtually There itinerary. You can also view other information such as flight tracking and useful destination information like maps, restaurants and weather via this site.

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What do I do if I need your services at weekends or after normal office hours?
We offer a full 24 hour travel service staffed by experienced travel consultants. The out-of-hours number is always printed on your itinerary but in case you canít find it then here is the number you will need when calling from overseas: +44 203 130 9757

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Is Matrix Travel Management bonded?
Yes, we are members of IATA thus ensuring your money is safe in the unlikely event of the airline you are booked on being unable to meet its business commitments. In addition we are also ATOL bonded to provide you with further protection.

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Do you have access to cheap fares?
As members of the Advantage Focus Partnership (over 90 members with a travel spend in excess of £500 million) we have access to in excess of 2 million private discounted fares with a range of top airlines.

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How much does your service cost?
Like all professional travel management companies we charge modest fees for the services we provide. If you would like a copy of our latest schedule of fees please email us at sales@matrixtravel.co.uk

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How can I reduce the cost of my business travel?
Driving down costs is a common goal we share with our customers. If you would like a personal consultation to assess how Matrix can help you and your business, please click here, enter your details and we will contact you to arrange an appointment.

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Can you provide regular management reports?
Management reports drive good decision making and support your cost management goals. Our comprehensive reports are available whenever you need them; monthly, quarterly, at your year end or even simply on demand. A wide ride of information can be at your fingertips including Airline Savings Reports, Destination Analysis, Full Service Reports and reports on hotel or car usage.

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How can I get the best rates for group air travel?
Our highly trained team will be pleased to help you.  Click here to go to our Groups, Conferences and Incentives information page or just click here, enter your contact details and submit your enquiry.

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If you require assistance or have any urgent booking enquiries outside of our normal office hours (0900-1730hours Monday-Friday) then please contact our Out-of-Hours Helpdesk on 0203 130 9757.

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