Carlson Wagonlit Travel: A Good Company?

Carlson Wagonlit Travel, now rebranded as CWT, is a travel management company that provides travel management services to clients worldwide. The company offers online and offline bookings, program optimisation, data capture, program management, traveller and security services, and conducts meetings, events, and travel consulting solutions. CWT has a global presence and serves companies and governments, helping them keep their people connected and providing efficient and safe travel experiences. However, reviews of the company's customer service have been overwhelmingly negative, with many customers expressing dissatisfaction and frustration with their experiences.

Customer satisfaction

Carlson Wagonlit Travel, now rebranded as CWT, has received predominantly negative feedback from customers, with an average rating of 1.2 from 76 reviews on Yelp. Many customers have expressed their dissatisfaction with the company's service, citing issues such as long wait times, difficulty reaching customer support, and incompetence. Several reviewers have warned others against using the company, claiming it to be the "worst travel booking agency on the planet".

On the other hand, CWT has also received some positive feedback from businesses and organisations that utilise their services. These customers have praised CWT's technology, expertise, and ability to manage costs and ensure employees are well taken care of. CWT has also been recognised for its commitment to recruiting, hiring, and supporting veterans and the military community, receiving the VETS Indexes 5 Star Employer award in 2024.

CWT is a global business travel and meetings specialist, managing business travel, meetings, incentives, conferencing, exhibitions, and handling event management. The company has a presence in 139 markets globally and serves clients worldwide. It is ranked 5th on the list of top-earning travel companies published by Travel Weekly, reporting US$23 billion in total transaction volume in 2018.

Despite their success and positive feedback from some businesses, the overwhelmingly negative reviews from individual customers paint a picture of a company that struggles with customer service and support. Long wait times and difficulty reaching live agents seem to be a common issue for customers, leading to frustration and dissatisfaction.

To improve customer satisfaction, CWT should focus on addressing these issues by improving their response times and making it easier for customers to get in touch with live agents. They could also consider providing more comprehensive training to their customer support staff to ensure that they are better equipped to handle customer inquiries and issues. By taking these steps, CWT could potentially improve their customer satisfaction ratings and create a more positive experience for their clients.

Business travel

Carlson Wagonlit Travel (CWT) is a global business travel and meetings specialist. It is a private company that provides travel management services to companies of all sizes, as well as governments and NGOs. CWT helps organisations manage business travel, meetings, incentives, conferencing, exhibitions, and events.

CWT provides innovative technology and efficient, safe, and sustainable travel experiences to its customers' employees. It offers a seamless interaction across web, mobile, or through its expert travel consultants. CWT's services include understanding future pricing in air, hotel, and ground transportation to build and budget travel and events programs. The company also provides industry-specific solutions for unique travel requirements, such as for healthcare professionals in the life sciences and pharmaceuticals industries, film crews and sports teams in the media and entertainment industry, and workers in remote parts of the world in the energy, resources, and marine industries.

CWT has a presence in traditional business locations and some of the most remote and inaccessible parts of the globe. It has offices in Minnetonka, Minnesota, Paris, France, and Singapore.

In terms of customer reviews, CWT has received mixed feedback. On Yelp, the company has an average rating of 1.2 from 76 reviews, indicating that most customers are generally dissatisfied. Many reviewers complain about poor customer service and long wait times. However, on G2, CWT has a rating of 3.7/5, with one user reporting that "CWT is reliable". It is also worth noting that CWT has a limited presence on review sites such as G2 and Capterra, which can make it challenging to compare it directly with other corporate travel management platforms.

Overall, while CWT is a well-established travel management company with a global reach, it may not be the best option for every business. Depending on the specific needs and requirements of an organisation, alternative corporate travel management platforms may be better suited to their needs.

Meetings and events

CWT Meetings & Events (M&E) is an award-winning global corporate meetings and events management service. It offers comprehensive live, virtual and hybrid program solutions for thousands of customers every year.

CWT Meetings & Events supports its customers through a flexible service offering, ranging from individual services to end-to-end products and services. The company's event planners have experience in incentives, roadshows, conferences, and marketing events.

CWT's Strategic Meetings Management (SMM) program can help businesses support their sustainability goals, increase the visibility of their spend, deliver superior customer service, and reach their business objectives.

CWT's virtual and hybrid events solutions include relevant content, video, and production capabilities to keep audiences engaged.

The company's Total Meetings Management (TMM) program has helped a large global healthcare company increase compliance by 80% in the first 6 months.

CWT's experienced team members are based all over the world, including the UK, Brazil, North America, Italy, Germany, Spain, and China.

Company history

Carlson Wagonlit Travel (CWT) is a travel management company that provides travel management services, including online and offline bookings, program optimisation, data capture, program management, and traveller and security services. The company also conducts meetings, events, and travel consulting solutions. CWT was founded in 1994 as a result of a merger between two large travel agencies: the Ask Mr. Foster Travel Agency chain (later called Carlson Travel Network) and the travel agency of Compagnie Internationale des Wagons-Lits (literally "sleeping car"), founded by Georges Nagelmackers in 1872 in Belgium.

Prior to the merger, the Ask Mr. Foster Travel Agency chain was acquired by Carlson, a US-based company, and the Compagnie Internationale des Wagons-Lits agency was acquired by Accor, a French company. Following the merger in 1994, the new company was jointly owned by Carlson and Accor, with each holding a 50% stake. In 2006, Accor sold its share in CWT, with 5% going to Carlson and 45% to One Equity Partners, an affiliate of JP Morgan Chase. This made Carlson the majority shareholder in CWT, with a 55% stake.

In 2014, Carlson further strengthened its control over CWT by acquiring the remaining 45% stake from JPMorgan Chase, making it the sole owner of the company. This majority ownership by Carlson continued until 2022 when CWT received a capital injection, which resulted in Carlson becoming a minority shareholder. Despite this, CWT has continued to operate as a private company, owned by funds managed by leading global financial institutions, including Barings, MacKay Shields, and Monarch Alternative Capital.

Over the years, CWT has established itself as a global leader in business travel and meetings management, serving companies and governments worldwide. The company has a strong focus on innovation, efficiency, safety, and sustainability, utilising technology to enhance the travel experience for its customers. In 2018, CWT reported US$23 billion in total transaction volume, ranking 5th on the list of top-earning travel companies published by Travel Weekly.

In February 2019, CWT announced a rebranding, changing its name to CWT (dropping "Carlson Wagonlit Travel") to emphasise its shift towards a digital future. This rebranding was accompanied by a statement from CWT's president and CEO, Kurt Ekert, highlighting the company's combination of technology, innovation, and expert know-how. The company's divisions, such as CWT Meetings & Events and CWT Solutions Group, had already been using the CWT tag for years.

Safety and security

CWT provides innovative technology and an efficient, safe, and sustainable travel experience for its customers' employees. The company offers online and offline bookings, program optimisation, data capture, program management, traveller and security services, and conducts meetings, events, and travel consulting solutions.

CWT's security services are designed to keep employees and their data safe while predicting and managing safety and security concerns. The company has experience in the life sciences and pharmaceuticals industry, providing high-touch travel and meetings solutions for healthcare professionals and patients in complex, regulated industries.

CWT also specialises in getting people to remote parts of the world, including rotating workers, crew travel, and personnel travel. The company's expertise in these areas ensures that organisations can keep their employees safe and secure, no matter where they are located.

With CWT's safety and security measures, companies can rest assured that their employees are well-protected and that their data is secure. CWT's security services are an integral part of their travel management offering, providing peace of mind for organisations sending their people to different parts of the globe.

Frequently asked questions