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COPE WITH TRAVEL DISRUPTION In the light of Iceland’s second volcanic ash cloud in May, follow our step-by-step guide to managing unexpected travel disruption. American Express advises what to do


Amanda


Kotenko VICE PRESIDENT AND HEAD OF CLIENT MANAGEMENT GLOBAL TRAVEL SERVICES, UK, AMERICAN EXPRESS Amanda Kotenko oversees more than 200 global, regional and local client accounts. Amanda also serves as American Express’ primary representative within the broader business travel industry as a member of the American Express UK Country Executive Team. Appointed to her current position in January 2008, Amanda says her “laser focus” on customers and desire to achieve mutually valuable solutions has helped her retain and grow an engaged customer base. She has been with American Express since 2000 and joined Business Travel in February 2007 as Head of Multinational Client Management.


OVER the past couple of years we've experienced a number of crises across the world – from political uprisings to environmental disasters – which have caused significant disruptions in the business travel industry. Last year’s volcanic ash cloud in Iceland provided a real test of how well businesses were equipped to tackle travel disruptions of all levels. The second one this May served as a reminder, if we needed one. Some businesses who thought they had traveller tracking in place realised it wasn’t enough to reach those stranded in continental Europe. Firms started to realise they needed more detail and global control over how these situations are handled. At the very least, companies should review and refine their contingency plans. Internal response plans are now being updated and adhered to more closely – particularly those procedures and protocols that would be enacted in the event of unforeseen crisis situations or other travel disruptions. Research from the Chartered Management Institute (CMI) in March 2011 highlights that only 58 per cent of senior management has plans in place to cater for unexpected disruptions. A further 16 per cent didn’t know whether their company has set crisis plans that they should be following. As part of the corporation’s duty of care to travellers, businesses need to ensure their traveller safety through effective and efficient communication strategies to better


“Businesses need to ensure their travellers' safety through effective and efficient


communication strategies”


manage unexpected disruptions. As a starting point, these steps outlined below should start you on your journey…


Step 1 Companies should continuously track the whereabouts and safety of their business travellers, given the ongoing regularity of travel disruptions. This


information should be easily accessible to travel managers and security departments to enable them to quickly assess the scale and scope of a situation. By ensuring that employees


are using approved channels to book their business travel, and have up to date traveller profiles that include mobile numbers, they can more easily be located in times of emergency, ultimately saving the business time, stress and money.


Step 2 A truly successful communications strategy should incorporate a two-way communication with employees and travellers both individually and company-wide. The best mobile solutions incorporate a mix of smart phone applications and text messaging for timely alerts and added convenience around the globe and around the clock. Align planning with travel providers so that when unforeseen situations occur everyone understands their role and contribution in assisting travellers.


Step 3 Always consider having multiple avenues for communications in light of the fact that the first choice may be unavailable during a disruption. Combine the use of websites, social media and mobile solutions to provide back-up possibilities.


Step 4 Make it a priority to provide your travellers with training to deal with situations that may face on their journey. Through increased awareness the disturbance will be handled with greater authority, saving time and money.


Step 5 There are a whole host of different virtual locations where travel information can be sought, but consider a solution that can send relevant material to the business traveller on the move. The advice could be based on travel history and previous preferences. Be sure to keep the information succinct.


Step 6 Disrupted travellers will seek advice and direction from their travel managers who must be able to provide collaboration across departments such as risk/security, finance, procurement and technology.


Step 7 Travel disruption may require


the use of videoconferencing systems or other alternatives. To limit confusion, a central booking system will provide ease-of-use and limit lost productivity.


Step 8 Learn from your peers’ experiences through online forums and discussion boards. Traveller feedback can also provide fundamental insight, highlighting areas of concern that might need addressing.


Step 9 Commitment to the traveller


is not limited to helping delayed or stranded travellers but should be part of an on-going conversation to help identify any additional needs or gaps that travellers discovered. This can and should also take place with suppliers to ensure a complete solution.


10 I THE BUSINESS TRAVEL MAGAZINE


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