CWT reviews about "upper management"

Upper Management is more interested in the BIG Picture than the associates

They took a reasonably good company to work for and destroyed it. We don't have the tools to do our jobs. We have technology that falls over and slows our ability to get the 600-second OCL they want. They flex our hours down until this isn't a full time job. We are forced to bid our vacation a year out, but with the flex, you don't earn as many hours as your planned, and then you end up giving back vacation days. There is no depth on the service floor, so if you need a day off, or get invited to an out of town event, or even have to deal with family issues, you cannot get time off approved and you end up with occurrences....and then they penalize you for trying to play by their rules. Upper management is so clueless about what we do, a bunch of efficiency experts who didn't even know what a GDS is (and thought we had to call all hotels and airlines to get a confirmed reservation) was sent in to tell us how to do our jobs. They didn't even know what are jobs do. Our clients are angry. They feel rushed when talking to us about really complicated travel. And there are now off-shore counselors who don't even speak English well enough to understand what they are being told.

Lack of communication from upper management

3 rounds of layoffs (so far) within the past year. US employees seem to be laid off in favor of moving jobs to multiple places off shore. However every two months we get notice of new executives being hired. Obvious that knowledge and previous loyalty to company has no value. Very little support to travel agents on the front line. Extremely busy and goals are not reasonable. However people are laid off? Then the front line is blamed for not meeting service levels. Upper management does not seem to understand what agents need to do to service our clients. Didn't seem to be any planning to address service level situation as it was. Advised there is technology coming to help efficiencies but technology should be present and service stabilized before laying people off. Way too much pressure on agents and no support. At the agent level seems like the only focus is on the negative. Positive reinforcement was extremely lacking.

-Upper management not transparent -WFH has a stigma, is treated like a privilege when advertised as a perk -Occasional long hours and bringing work home

terrible upper management, don't care about employees

The comments I share remain my opinion of the organization. CWT Senior Management have and continue to make erratic decisions that are both detrimental to their employees, customers and the overall direction of the company. While it is clear that the travel industry has been significantly impacted by the Pandemic, CWT has lost sight that their best asset was an experienced staff. By reducing and terminating so many strong and key individuals that have brought the success, unprecedented experience and talent to this company, CWT will (in my opinion) ultimately be impacted significantly. The enormous favoritism at CWT is like a cancer within this company (ignored by Senior Management and Executives alike) and it remains who you know and who you are friends with that determine your future or continued employment. Over the years this direction has become increasingly more obvious and blatant. It seems that most of CWT's decisions revolve heavily around that factor. Those that have remained are now working like "slaves" to try to pick up the disaster that upper management has created for us. We continue to try to service the ridiculous number of additional clients that CWT has now consolidated into the portfolios of those of us who remain even without any knowledge or training on these new clients. Again, it demonstrates a lack of a logical business plan and preparation for the future as CWT continues to implement knee jerk terminations vs. a solid and structured go forward plan for our clients, employees and company while trying to understand what the future of Corporate Travel will be. It has been observed that decisions are being made solely for the mighty dollar benefiting CWT without any consideration or regard for employees or clients resulting in incredibly low morale and a lack of care and dedication by the remaining employees. In my opinion, CWT has treated their employees and clients horribly and for that reason, this organization should be ashamed. I have never experienced such a lack of care, understanding and compassion during already such trying times by CWT. As mentioned, if you are not in the "click" at CWT, you absolutely feel that your days are numbered despite all of the hard work that you have done for this company.

Employees are overworked, under appreciated and it's impossible to take vacation due to lack of coverage.

Stuck in the same role even though I constantly asked to be trained in other areas. Team leads and upper management are dropping like flies, due to acquisition by AMEX Global Travel coming up. No transparency as to what will happen with the current agents, such as if we need to re-apply or we are just SOL.