Transat is us

Tiffany Forese loves problem-solving. It’s doubtless why she wanted a career in industrial relations. But she caught the travel bug while working part-time with Transat Distribution Canada’s Call Centre during her studies. She joined the Company full-time in 2003 and four years later found herself leading the brand-new Call Centre team devoted to modifications.

This little five-person crew makes the changes requested by customers who have reserved via the Call Centre or Transat’s Canadian B2C transactional websites. “We handle about 40 requests a day,” the young Supervisor notes. “By talking with the customers, we are able to advise them on the best option to suit their needs.” 

A bit less pleasant task is having to inform customers that their flight has been delayed or cancelled. “When we explain the situation straightforwardly, people are generally very understanding,” Tiffany says. “Obviously, a lot of people would like to be compensated with a free ticket! But we still try to find ways to accommodate them. I love this aspect of my work. It’s certainly not routine!”

When the situation requires – such as ensuring a business traveller doesn’t miss an important meeting – she sometimes has to come up with solutions that are a little out of the ordinary. “Our managers are very open to our ideas,” she says. “Discussions with them are simple and direct, which goes a long way toward maintaining the motivating atmosphere that exists in the company.”