Self-booking systems let people book their own travel. You can be doing a bunch of shuttle tickets to New York City when suddenly you get a call that there's a photo shoot next week in someplace exotic. They shot the commercial while fighting was going on. We had to make sure we were booking safe hotels. Everything we do in advertising is usually very last-minute and subject to a lot of change.
Bad weather is a common crisis.
But when someone is stuck far away and knows they can call the office for help, it is very much appreciated. I've been in the travel business about 25 years. I started in college, working part time. When I graduated I worked in Boston at the old Crimson Travel agency. I joined Hill Holliday nine years ago as travel manager.