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DISRUPTION TAKES ON many forms. It’s not just ash clouds or the wrong kind of snow – industrial action, terrorist incidents, or even sports events can play their part. Coupled with the effects of climate change, today’s business traveller has never been more aware of the potential for disruption. To address that, flight data company OAG launched Migo in 2012, a business-to- business (B2B) disruption tracker tool to help travel management companies (TMCs) instantly identify alternative travel options for customers stuck abroad. The tool provides realtime data, showing any delays or cancellations in flights, including take-off and landing times, as well as gate changes, with OAG claiming it was unique, as it was the only provider of such up-to-the- minute data. It argued that global distribution systems may only show flight schedules that are updated daily, at best. Now OAG has just launched Migo as an app. According to Emma Swinnerton, OAG product director, it was the feedback during meetings with TMCs and airports over the past 12 months that led OAG to “think mobile”.
While the app retains the two main elements of the desktop version – reporting and rerouting – it makes use of smartphone features, such as swiping and pinching the screen. It retains the map that uses a red-amber-green traffic light system for each airport (an airport flashing red onscreen, for example, would indicate a serious congestion problem) and the rerouting options that cover all modes of transport – not just flights. The app is free, and also provides general airport delay information, news and weather
alerts. In-app purchases cover customisable flight connection options and alternative transportation methods, while as before, TMCs will be able to integrate the API (application programming interface) into their own systems, for a fee.
DUTY OF CARE Is this kind of technology the panacea TMCs have been waiting for? Corporates have long demanded TMCs have steps in place should an emergency situation arise. It is essential duty of care, as corporates need to be able to account for all employees, wherever they are in the world. Of course, some TMCs are already working on
Europe North at HRG, says there is no substitute for a simple phone call. “Most travellers tend to call ‘home’,” he says. “It’s the comfort factor. In a crisis, people want to talk to someone.” HRG has a 24-hour support system with teams in the UK, Singapore and Nova Scotia. “Disruption is the one thing that can cause you the biggest problem. Forty calls per hour can become 540 calls per hour,” he adds. There are 45 staff across the teams, but Windsor says that can become 125 people “at a moment’s notice” – and up to 300 staff in a severe crisis. “We become a sane voice for them,” Windsor says. “If they can rebook, they will, especially if the airline instigated it. Otherwise, they’ll call us to say their flight’s cancelled, and ask us to book a hotel.”
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G OBAL SOLUTIONS Vanessa Bailey is director of accounts management at Business Travel Direct (BTD). “At any one time there is usually something happening in the world that’s likely to affect business travellers,” she
says. BTD issues alerts via Twitter and email, informing corporates and travellers about possible disruption. It will also contact individual travellers in an affected area – or due to travel to that area – to work out the best options and help rebook if necessary. However, BTD also uses
Sabre’s mobile Tripcase to keep travellers updated on changes to their itinerary, on anything from major variations to their plans to smaller things, such as a gate change. Amadeus, meanwhile, offers TMCs its Mobile Messenger tool. This can pinpoint a traveller’s exact location, using their smartphone’s GPS, and allows TMCs to communicate with travellers at any time. It says this means TMCs can be more proactive, so they can help save customers costs in extra assistance or call centre enquiries.
their own trip disruption tools, including Egencia, which has launched its Trip Navigator app, which gives users real- time updates to their itinerary while on the move. CWT is also piloting a trip disruption service with some of its US-based clients, which could automatically rebook flights for travellers who miss connections. But Ian Windsor, managing director for
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While there is a range of tools out there, OAG’s Swinnerton says she would “imagine someone using Migo while queuing to talk to someone in the airport, or waiting to talk to their TMC, as they’ve got the data in their hands. Agents may not have local knowledge.” But booking functionality combined with Migo could give some TMCs an edge in the future, putting complete control in the traveller’s hands, she says. “Our
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expertise lies in schedules and flight data, but it can be integrated for booking.” Whatever the reason for the disruption, or the nature of the trip, those in the business of travel technology believe the key to success is ensuring that the right data is delivered into the hands of those who need it most, in the most convenient form.
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