The Extra Mile

Growing together.

We recognise the significance of having the right team in place to deliver exceptional support to our customers. We are continually investing in recruitment and training to make certain that we are well-prepared to assist you, all while ensuring our team possesses the skills and expertise to handle any situation.

We are actively engaged in reshaping our operations in Accrington and Nottingham, facilitating the transfer and expansion of our teams. Additionally, we've increased our presence in the Eastern Mediterranean by establishing a new office in Rhodes, Greece. This strategic expansion is geared towards improving our capacity to support and serve our clients more effectively.

Our objective is to ensure that our capabilities seamlessly align with your evolving requirements, and we remain dedicated to providing unparalleled service as we grow and adapt to better meet and exceed your expectations.

How you can assist us in assisting you.

We kindly request your cooperation in facilitating our efforts to serve you better. Providing us with as much advance notice as possible regarding your transportation and accommodation requirements is invaluable. This proactive approach ensures that we can secure your needs at the most competitive rates, ultimately enhancing your overall experience.

During Storm Babet, our services experienced a huge surge in demand, with an approximate 60% increase in bookings over the two days of the storm's impact. This abrupt increase in workload highlighted the need for agility and adaptability in our operations.

To meet this challenge, we bolstered our Operations team by approximately 30%, and during peak periods, we called upon additional support from our broader team. It was on the Friday, the absolute peak, when we managed around 2300 more bookings than an average day.

We are immensely grateful for the collaborative spirit displayed by our team, suppliers and clients during these circumstances. It's the dedicated teamwork and support from everybody that enable us to successfully address unexpected situations and serve our clients with excellence. Thank you for your collaboration and continued trust in CMAC.

Strengthening our Supply Chain.

It has been a remarkable year of growth for the Ground Transport sector, with a noticeable rise in the availability of Private Hire, Taxis, and Coaches suppliers. This positive trend comes after a period of decline in the past couple of years, primarily due to the challenges posed by the pandemic, including driver shortages and vehicle manufacturing issues.

The CMAC supply team actively participated in several significant events within the Ground Transport industry throughout 2023. These events served as platforms to not only expand our supplier network by recruiting new partners, but also to stay abreast of industry changes. Importantly, we continued nurturing the relationships within our existing supply chain.

In a strategic move, CMAC welcomed Simon Hill as the new Head of UK & Ireland Ground Transport Supply. With over 25 years of industry experience, Simon brings a wealth of knowledge, particularly in Private Hire and the Taxi sector. His extensive background includes owning, growing, and successfully selling a prominent London B2B business. Additionally, Simon spent 8 years advising the UK’s leading Private Hire trade organisation, the LPHCA, on regulatory and compliance issues. He now leads our Supplier Relations team, who all work round the clock, regularly speaking to and visiting our UK supplier network.

Recognising the importance of investing in our team, we've expanded the headcount in our Supplier Relations Manager (SRMs) team. Newest members of the team are Andy Georgiou, Reza Mohammadi, and Joe Parente, each equipped with years of industry expertise, complemented by the internal promotion of Jodie Andrew to an SRM role. With the support of everyone, we've successfully onboarded around 150 new suppliers, spanning both large and small vehicles, with many more in the pipeline. Our focus is on strategically identifying areas across the country where the supply chain requires enhanced coverage, ensuring improved service delivery to our clients. The supply team remains dedicated to establishing a supply chain within easy reach of every postcode area in the UK.

Technology.

• New look booking portal

In recent months, we have been dedicated to reimagining the appearance and functionality of our customer booking platform, taking into consideration valuable feedback from our clients and our design agency. In October, we proudly introduced an entirely new, sleek, and modern interface.

The new design places a strong emphasis on improving user-friendliness, ensuring that navigating our portal is now smoother and more intuitive than ever before. These improvements are aimed at contributing to a seamless booking process for our valued users.

While we've given the portal a fresh makeover, the services and benefits you are accustomed to remain unchanged. Our commitment to providing advanced booking experiences continue to be at the core of these improvements.

• Smartlinks

Launching 16/11/2023, Smartlinks is an innovative service that offers a seamless solution for all sectors. It provides travellers with a single-use booking link that can be accessed through various channels like an app, SMS, or email.

Smartlinks gives customers direct access to real-time availability of CMAC's extensive integrated network of transportation options, including taxis, private hire vehicles, wheelchair accessible vehicles, MPVs, and coaches.

From handling disruptions to managing staff transport, Smartlinks puts the control back in the hands of the traveller, so they are empowered to book and manage a solution that works for them.