address, such as this year the number of mobile devices will overtake the global population – 7.7 billion – and more than US$1 billion of mobile payments are transacted daily. In travel terms, by next year 62 per cent of airlines will integrate boarding passes with third-party ‘mobile wallets’. Williams said those supplying travel services need to respond to these trends, and create personalised and relevant traveller services.
BBT IRELAND FORUM THE WESTBURY HOTEL, DUBLIN
EMPOWERMENT AND CHALLENGES DRIVEN BY TECHNOLOGY, AND BEST PRACTICE IN SUPPLIER MANAGEMENT, WERE AMONG THE TOPICS DISCUSSED AT THE RECENT BBT IRELAND FORUM
THE LATEST BBT FORUM SAW saw travel buyers debating a range of topics, from the impact of technology, to supplier management and requests for proposals (RFPs). The event was supported by ACTE, and sponsored by Diners Club, HRS, London City Airport and Lufthansa. Jon West, UK managing
director at HRS, moderated a session looking at how technology both helps and challenges travel managers. Panellists included Sabre’s Sean O’Kelly and BCD Travel’s Barry Fleming. Delegates said tech solutions – some already available, some in development – help with better visibility on programme performance through data consolidation,
bringing booked data from travel management companies (TMCs) and credit card/expense data together, giving a clearer view on who’s buying what, and from which suppliers. TMCs and data specialists are providing analytics that help buyers gain insight and dynamically refine policies and programmes.
USE OF APPS
Delegates discussed how TMC mobile apps are being developed to provide a service platform for the entire door-to-door traveller experience. The aim of these is to help travellers to be more productive, and increase rates of travellers booking via approved channels and with client preferred suppliers.
Buyers agreed “culture beats strategy every time”
However, agreed buyers, “culture beats strategy every time”. Technology only helps if you engage with travellers: understanding travel policy and the reasons for it is what ultimately increases compliance. Many buyers said the majority of travellers “will do the right thing”. Danielle Williams, social media manager at London City Airport, cited some eye- catching figures in her keynote
DEALING WITH RFPs Another session looked at issues around RFPs. Delegates said the acronym stood for ‘really frustrating process’; but Lufthansa sales manager Paula Sheridan argued that RFPs are not a waste of time – if done well. For her, communication with the travel buyer is key to understanding opportunities. BCD director Tony McGetrick told delegates that of 20 recent written bids received, only one specifically requested different needs. “This indicates that if you don’t have a prior relationship with a prospect, responding simply to an RFP may not give you the opportunity to find the underlying issues and real reasons for going to bid in the first place.” Delegates also noted that it is frustrating when the cost of changing supplier meant that the best bid doesn’t necessarily win the business. One buyer said that when the RFP process is procurement-led rather than travel manager-led, the focus tends to be on the bottom line, whereas travel managers tend to be more about vendor relationship management.
Supported by
BBT Forums are supported by ACTE. They are regular events for travel buyers to discuss and debate topical issues, engage in candid, open dialogue and network with peers. The next Forum takes place in London on May 15. For more information visit
buyingbusinesstravel.com/bbtforum
16 BBT MARCH/APRIL 2015
BUYINGBUSINESSTRAVEL.COM
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