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Tommy's Express
Driving Success: How Tommy’s Express Streamlined Travel with AmTrav
Tommy's Express
Driving Success: How Tommy’s Express Streamlined Travel with AmTrav
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Elevating travel management: How Tommy’s found a true partner in AmTrav
From Holland to Paris: Bringing American Car Washes to the World
In the U.S., car washes are everywhere—quick, convenient, and fully automated. But when Tommy’s Express set its sights on expansion into France, it faced a unique challenge: adapting its model to a completely different market. Unlike in the U.S., fully automated car washes are rare in France, where handwashing and small self-service bays are more common. To meet this demand, Tommy’s designed a smaller-footprint car wash specifically tailored for European cities and their compact cars.
“Our international expansion started because a franchisee reached out to us,” says Leslee Fritz, Travel Manager at Tommy’s. “We saw the potential and adapted our model to fit the market. It’s been an exciting challenge.” And with over 300 locations and a goal of 500 in the near future, keeping travel organized is a critical piece of Tommy’s formula for success.
The Challenge: Keeping Travel on Track
Tommy’s Express operates with a hands-on franchising model, working with dedicated owner-operators to maintain quality and brand integrity. Their ability to combine operational efficiency with an unwavering commitment to quality has made them a gold standard in the car wash industry, setting them apart as leaders in automated car washing.
Each new location requires a small army of Tommy’s installers, engineers, real estate professionals, and franchise development staff, all of whom need to be in the right place at the right time. On top of that, trade shows and franchisee training events add another layer of complexity to their travel needs.
Leslee’s role involves managing travel for over 200 employees, with installation crews frequently spending five weeks at a time on the road. “I control their destiny,” she jokes. “They just need to show up and do the job. I handle everything else—flights, hotels, rental cars. It’s a grueling schedule, and they rely on seamless travel logistics to get the job done.”
A Culture That Puts People First
At Tommy’s Express, the company culture prioritizes community and employee well-being—values that aligned with AmTrav’s approach. Their dedication to franchisee success, innovative technology, and continuous improvements in the customer experience have made them a standout in the industry, respected by both customers and competitors alike.
“We’re a family-owned business, and that feeling extends to how we operate,” Leslee shares. “We have town halls to keep employees informed, we prioritize work-life balance, and even small things—like providing healthy catered lunches—show that leadership cares.”
Despite the critical nature of its travel schedule, Tommy’s Express initially lacked a centralized travel management solution. Employees booked their own trips, leading to inefficiencies, compliance issues, and a lack of visibility into travel spend. When the company first adopted a corporate travel agency and online booking tool in 2021, they quickly ran into a new set of challenges—long wait times for support, offshore call centers with communication barriers, and a booking process that felt anything but intuitive. “I once waited on hold for five hours to make a simple flight change,” Leslee recalls. “That’s when I knew we needed something better.”
"With AmTrav, if we need a new report or feature, it’s not a months-long process of submitting requests and hoping for the best. AmTrav actually listens and makes changes. One example that comes to mind - I requested a cancellation report, and instead of endless back-and-forths, they took the request and made it happen quickly. That kind of responsiveness makes all the difference.”
"With AmTrav, if we need a new report or feature, it’s not a months-long process of submitting requests and hoping for the best. AmTrav actually listens and makes changes. One example that comes to mind - I requested a cancellation report, and instead of endless back-and-forths, they took the request and made it happen quickly. That kind of responsiveness makes all the difference.”
Leslee Fritz, Corporate Travel Manager
The Solution: AmTrav to the Rescue
Determined to find a solution that worked for the team, Leslee began evaluating new travel management companies (TMCs) and booking tools. Leslee tested multiple modern booking platforms. Ultimately, the decision came down to two finalists: AmTrav and a competing booking platform.
AmTrav stood out not just for its technology, but for its customer service. “From the very first conversation, it never felt like a sales pitch,” Leslee says. “[AmTrav Relationship Manager] Kyle and [Sales Director] Sam at AmTrav treated us like we were friends – and already customers. They listened, they understood our pain points, and they made it clear that they could deliver what we needed.”
What sealed the deal? Leslee’s colleagues at Tommy's loved the AmTrav service, and AmTrav’s all-in-one approach. Unlike other TMCs that rely on third-party booking tools, AmTrav owns its platform, meaning that AmTrav can make changes and improvements directly—without waiting on an external vendor.
“We needed a partner who could evolve with us,” Leslee explains. “Before AmTrav, if we reported a problem to our TMC or OBT, it was always the other guy’s fault. With AmTrav, if we need a new report or feature, it’s not a months-long process of submitting requests and hoping for the best, AmTrav actually listens and makes changes. One example that comes to mind - I requested a cancellation report, and instead of endless back-and-forths, they took the request and made it happen quickly. That kind of responsiveness makes all the difference.”
Instant Improvements and Lasting Benefits
Since switching to AmTrav, Tommy’s Express has seen an immediate improvement in travel management. The transition was seamless, with the new system going live over a weekend and employees adapting quickly – with 98% online booking. The intuitive nature of AmTrav’s platform made training simple—Kyle provided training, but also travelers no longer needed extensive hand-holding to book trips, and Leslee no longer had to manage two training sessions a month just to keep employees up to speed. Furthermore, those long hold times and support inefficiencies disappeared. As Leslee explains, “ Now, with AmTrav’s booking tool, I can make changes instantly online or reach a real person through chat in minutes—no more wasting hours on the phone.”
“The chat feature alone changed everything. With our previous TMC, you never knew if you’d get a response. With AmTrav, travelers get instant help from real people, and I don’t have to play middleman anymore.”
“The chat feature alone changed everything. With our previous TMC, you never knew if you’d get a response. With AmTrav, travelers get instant help from real people, and I don’t have to play middleman anymore.”
Leslee Fritz, Corporate Travel Manager
The benefits didn’t stop there:
- Real-Time Chat Support That Works: “The chat feature alone changed everything,” Leslee says. “With our previous TMC, you never knew if you’d get a response. With AmTrav, travelers get instant help from real people, and I don’t have to play middleman anymore.”
- Online booking and changes: Tommy’s team is booking 98% of trips online including multi-city and mixed-carrier itineraries. And Leslee says: “I can easily change flights online [in AmTrav Change Trips]. It's a constant thing when travelers get delayed somewhere, but I can make a change online – it's flawless.”
- Unused Ticket Management Made Easy: “Previously, managing unused tickets was a nightmare. With AmTrav, applying credits is seamless so we’re no longer leaving money on the table.”
- Empowering Travelers with Better Tools: “Employees feel more in control of their travel. They get proactive alerts when disruptions happen, and they can chat with support to rebook—without me having to step in.”
Leslee’s Passion Beyond Travel
Outside of her role at Tommy’s, Leslee is passionate about the outdoors and staying active. She loves winter sports, including snowshoeing and running, and recently participated in the Betsy Bay Frozen 5K. In the warmer months, she enjoys hiking, kayaking, and exploring Michigan’s scenic Upper Peninsula. With AmTrav’s seamless travel management, she now has more time to enjoy these activities without worrying about after hours disruptions. Travel issues that once demanded urgent attention around the clock are now resolved effortlessly, allowing Leslee to focus on the moments that matter—whether it’s crossing the finish line of a race or enjoying a peaceful hike without interruption.
Beyond her love for nature, Leslee is also deeply involved in historic preservation. She helped create a nonprofit dedicated to preserving historic asylums, particularly Kirkbride buildings—architectural masterpieces that tell an important story about mental health history in the U.S. “These buildings are America’s castles,” she says. “We don’t build anything like them anymore, and preserving them is a way of keeping their history alive.”
A Roadmap for Future Growth
Overall, Tommy’s decision to work with AmTrav has been a net positive. “With our previous TMC, we felt like just another account. With AmTrav, we feel like partners,” Leslee says. “They know who we are. When we reach out, we’re not explaining our business from scratch—they get us.”
As Tommy’s Express continues its rapid expansion—including its first international location in France—AmTrav will play a key role in ensuring smooth travel logistics. With a system that works, a partner that listens, and a future that looks a lot smoother for everyone on the road, Tommy’s Express is ready for continued success.
Tommy's Express & AmTrav by the Numbers
Tommy's Express & AmTrav by the Numbers
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