Ground transport goes wrong in the middle of the night, in a market that is not yours, while the person who sold it is asleep. A supplier reachable only in business hours is not covering the hours when the risk actually sits.
The operations desk is staffed continuously and holds the live picture: what is running, what has been confirmed, and which supplier is executing. A missed connection or an unaccounted arrival is dealt with as an operational event rather than as a complaint discovered the following morning.
Escalation
Trade accounts are given an escalation route at onboarding, including what qualifies as an escalation and what response time to expect. The desk will contact you rather than waiting to be asked when something material changes on a booking you placed, because a supplier that only reports problems when questioned is not one you can safely resell.
