Supporting travelers on the ground, in the air, everywhere

When the FAA issued a nationwide ground stop yesterday, we had more than 23,000 travelers affected. In moments like these, having real-time data and world-class support really matters.

As plans changed quickly, travelers needed rooms, rental cars, and most of all, help. And when demand surges, having the right mix of technology and human assistance is what makes for world-class customer support.

Travelers adjusted by booking hotels and rental cars quickly. Hotel bookings on Navan rose 60% from the start of the incident, peaking at nearly one booking per second. Car bookings also rose 60%, reaching as many as 25 bookings per minute. Navan app interactions also doubled compared with a typical Friday afternoon.

When this many travelers need help at once, speed matters. Support volume reached nearly four times typical levels and Ava, our AI agent, showed up in a big way alongside our human experts. Ava resolved 61% of requests without human intervention with a customer satisfaction score of 90%. Navan's overall customer support CSAT was 97%.

But we didn’t just handle a high volume of traveler challenges; we worked with them in a very personal way. One of the most telling stories came from a group of travelers that were not even Navan customers. There were several international business travelers who weren't getting the support they needed, so they phoned one of our senior leaders. Without hesitation, we used guest invites to secure hotel accommodations in Sweden, Denmark, and Poland. This is what the combination of the best humans and the best technology looks like in real life.

At Navan, we obsess over our users. When plans change, real-time data and world-class support help them navigate uncertainty with confidence. We’re still right there beside many travelers navigating their changing plans. We won’t stop until they’re where they need to be.