Making every creator feel celebrated

TikTok wanted its creators to feel celebrated and looked after from the moment they registered for their annual festival to the moment they returned home. With 600 people travelling from all around the world, this meant managing far more than the events themselves. Creators needed to be able to contact the guest experience team 24 hours a day, in their own language, for help arranging every part of their trip, from flights and accommodation to airport transfers and local transport.

Our work began three months before guests arrived in Las Vegas. We managed registration and delegate communications (24/7) in more than 19 languages, alongside international travel arrangements, airport transfers, local transport, and hotel reservations. Once in Las Vegas, guests moved between events at Caesars Palace, The Cosmopolitan and Planet Hollywood. Working closely with TikTok and Seen Presents, we kept every part of the guest journey connected and running smoothly across all three venues. For the event's magnificent awards evening, 50 vehicles lined up outside Caesars Palace, ready to take creators to the venue. It was a real spectacle, giving guests the VIP treatment they deserved, and it created a real sense of occasion before the awards had even begun. Behind the scenes, our global team of guest experience and travel experts provided round-the-clock support, while a 21-person multilingual team looked after creators onsite throughout their stay. With help always available, guests could relax, enjoy the experience, and focus on celebrating their achievements.

When hundreds of people are travelling from different countries, plans inevitably change! Flights move, questions arise and guests need support at different points in their journey. What made the difference was having one global experienced team with a clear view of the whole operation. Because we were managing travel, accommodation, transport, and guest communications together, we could make decisions quickly and solve problems without passing guests from one supplier to another. The need to provide multi-lingual, round the clock support made this one of our most complex international operations to date. For creators, VIPs and partners alike, the week felt smooth, welcoming, and well organised from arrival to departure.