When disasters strike, fleets often face operational challenges that go beyond damaged infrastructure or disrupted routes. Fuel access and payment authorization can quickly become critical issues, especially when vehicles are deployed outside their normal operating regions.

We spoke with representatives from U.S. Bank Voyager about how fleets can prepare their fuel accounts ahead of a disaster and what support is available to keep vehicles moving during emergency response.

AF: What’s the most common pain point fleets face during a disaster, from U.S. Bank/Voyager’s perspective?

USB: Across government and commercial fleets alike, declines are consistently the most common and disruptive issue during a disaster. They’re often the first visible signal that operating conditions have changed. Those declines can stem from several sources — spend limits, fraud controls, artificial intelligence safeguards, or even something as simple as incorrect PIN entry. 

The work isn’t just resolving the decline itself. It’s understanding why it’s happening and responding in a way that restores access without creating unnecessary risk. That balance — keeping vehicles moving while maintaining oversight — is where much of our focus goes. From there, we work with customers to adjust limits and leverage our proprietary fraud detection tools to ensure continuity without sacrificing control.

AF: What proactive steps does Voyager recommend fleet managers take before a disaster strikes? Are there specific account settings, spend controls, or contingency plans you advise customers to set up in advance?

USB: Some customers reach out well in advance, while others operate more in real time once conditions change. In many cases, both approaches can work. 

At a minimum, we encourage customers to share any planning information they have in advance. Even if they don’t know which specific cards will be used, most customers can identify the vehicles or equipment likely to be deployed. 

Sharing equipment IDs or anticipated deployment details allows us to make informed adjustments in advance. When those details are connected to a fleet management system, it gives us a clearer framework to work from rather than reacting in isolation once the situation unfolds.

AF: Do you offer any pre-disaster consultation or account review services to help fleets prepare?

USB: Yes. We’ve supported disaster response for many years, and as a result, we often work with the same types of organizations repeatedly — utilities, government agencies, and key service providers. That experience allows us to review plans with a disciplined eye. We look for familiar pressure points, confirm the right vehicles are identified, ensure the appropriate states or regions are open, and make any necessary adjustments ahead of time. When changes are needed, we can implement them quickly, so customers are better positioned before conditions deteriorate.

AF: When a disaster hits, what specific spend control adjustments do you make for affected customers, and how quickly can those changes be activated?

USB: We typically begin with geographic controls, such as state restrictions, and then evaluate spend parameters based on how the fleet is operating. That can include swipes per day or dollar limits across daily, weekly, monthly, or billing cycle timeframes. Adjustments are made deliberately, not indiscriminately. We start with the constraints most likely to impede operations and expand controls only as needed. This approach gives fleets the flexibility to respond in the field while preserving visibility and accountability.

AF: Can controls be expanded temporarily to cover fuel types, geographic regions, or purchase categories outside a fleet’s normal parameters? What does that process look like?

USB: While our platform doesn’t restrict fuel types directly, we can accommodate temporary needs by temporarily increasing approved dollar limits to cover higher-cost fuels when necessary. We can also adjust geographic controls to support deployment beyond a fleet’s typical operating area. 

Those changes can be made before a disaster begins or after it’s already underway. Temporary flexibility is most effective when it’s purposeful and revisited as conditions stabilize, and that’s how we approach these adjustments.

AF: Is there a dedicated emergency line or escalation path for fleet managers who need immediate account changes during a crisis?

USB: If a customer has a relationship manager or account manager, we recommend starting with them, as they understand the broader context of the account. If not, customers can contact customer service or the fraud group directly. 

The priority is ensuring there’s always a clear escalation path to someone who can make informed decisions quickly. Whether through an established relationship or immediate support channels, our goal is to act fast without losing sight of the full operating picture.

AF: You mentioned working with utilities and governments to move vehicles beyond normal coverage regions. Can you walk me through a real-world example of how that works?

USB: This most often occurs with hurricanes, where the path and impact area can shift rapidly. In those situations, we actively monitor weather conditions and anticipate how customers may need to redeploy assets. There are times when we proactively reach out to government agencies or utilities ahead of landfall. 

In other cases, once an event has occurred, we identify ways to assist immediately. We’ve adjusted controls on customers’ behalf when a direct hit was imminent, so vehicles could move without delay. The focus is always on helping customers respond effectively while maintaining appropriate safeguards.

AF: Regarding fraud and security, when controls are loosened during emergencies, how does Voyager protect against fraud or misuse?

USB: Fraud monitoring never stops. Our artificial intelligence–based fraud detection operates in real time, 24/7/365, regardless of whether a disaster is occurring or controls have been adjusted. Even when operational parameters change, the underlying discipline remains the same. Every transaction is continuously evaluated, with alerts reviewed in the context of both the customer’s typical behavior and the evolving situation. Flexibility in one area does not mean reduced vigilance in another.

AF: Does Voyager’s support extend beyond the immediate disaster response window?

USB: Yes. Our support spans the entire lifecycle of a disaster. We aim to engage with customers before an event, support them during active response, and assist afterward as operations normalize. 

Post-disaster recovery often requires as much attention as the response itself. If restrictions need to be reapplied or controls returned to pre-disaster settings, we help customers do that. When bandwidth is limited, we step in to help ensure accounts are protected and returned to steady-state conditions.