GBTA conference BBT was official UK media partner to the GBTA European
conference, held jointly with German travel buyer association VDR in Frankfurt. Paul Revel reports
speakers included Concur president Mike Eberhard and American Express GBT CEO Doug Anderson (see Interviews, p42-45). The wide range of topics debated included
T
the impact on managed travel of factors such as terrorism and security, Brexit and ‘consumerisation’. Another key area was tech start-up ‘disruptor’ companies: a CEO panel of start-ups included Aviel Siman-Tov of Fairfly – a tool that uses algorithms to track and rebook airfares when the price drops (see Hotlist, p70) – and Carlos Borges, whose Trip Rebel tool offers a similar dynamic rebooking service with hotels.
RISK MANAGEMENT A humble piece of paper is the vital key to effective risk management when com- munications are down, delegates were told. Jens Berglund, head of personnel security at SAAB Aerospace, said that emergency contact numbers should be printed on cards carried by all travellers, as part of “low-tech solutions” to traveller tracking when mobile networks are down. Steven Burghardt, vice-president at Europ Assistance, added there should be just one emergency phone number for all travellers worldwide. “Don’t confuse them with lots of numbers,” he said. And both agreed that the other key ‘no-tech’ factor was knowl-
BUYINGBUSINESSTRAVEL.COM
HE THREE-DAY EVENT took place in November at the Messe Frankfurt convention centre, attended by more than 950 delegates. Keynote
edge: all travellers should be trained and prepared with “frequent drills” on what to do in the immediate aftermath of a crisis, including if they have no access to mobile communications. The panel were discussing lessons learned
from events such the recent terrorist attacks in Brussels and Paris. International SOS (ISOS) director Xavier Carn said that in crises such as these, local employees are in the same vulnerable position as company travellers in the area, and travel risk policies should, therefore, be integrated to include all employees. He added that companies are broadening their approach to traveller tracking, using apps and booking data as well as geo-locating and geo-fencing. Berglund at Saab Aerospace said his com-
pany’s risk strategy engaged all departments including HR, communications, IT, legal and travel management, “all working very tightly together”. He added that employees’ families are also stakeholders, and that ex-pat families receive security training.
COMMUNICATION BREAKDOWN HRS vice-president Jason Long unveiled research showing a perception gap between travellers and buyers across a range of key policy issues. The survey, by GBTA and HRS, polled 500 business travellers from Europe and North America, and compared the results with a previous survey of travel buyers. It found 54 per cent of managers say they have face-to-face meetings to communicate
travel policy, while only 20 per cent of the travellers themselves agreed. “What we’re seeing here is that communication is break- ing down,” said Long. While 90 per cent of managers believed
employees use approved booking channels for flights, 63 per cent of travellers said they do. And while 81 per cent of managers stated rental cars are booked through the approved channel, only 57 per cent of travellers were of the same opinion. Long added: “One in five travellers say
they are never informed if they book out of policy. If you don’t advise your traveller when they’re going out of policy, how on earth can they shape their behaviour to comply in the future?” And, Long added that one in four travel-
lers polled said they have no mechanism for giving feedback about their trip. “If the travel manager is not getting an accurate picture of what’s going on – for example hotel facilities – how can you negotiate deals with suppliers that add value for your travellers?” The study also revealed lack of awareness
about what services and facilities, such as free hotel wifi, are included in corporate deals. The panel agreed that travellers’ lack of perception or understanding about their companies’ travel policy had significant implications for budgets and duty-of-care.
n The 2017 conference will return to Frankfurt on November 28-30. See
gbta.org
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