CONNECTIONS
THE LATEST CONNECTIONS LUXURY EVENT WAS HELD AT THE GRAND HYATT RIO DE JANEIRO IN OCTOBER. ROSE DYKINS REPORTS
AGENTS AND SUPPLIERS ‘SHOULD SHARE PASSENGER DATA TO MAKE UP FOR TRAVEL DISRUPTION’
Sharing detailed passenger information between travel providers is key to mitigating the damage caused by flight and journey disruptions, Connections Luxury delegates agreed. Issues around airline disruption were thrown into the spotlight during round-table discussions at which delegates debated points highlighted in Amadeus’s recent report ‘Shaping the Future of Airline Disruption Management’. Suppliers, particularly hoteliers, argued that they required
more-sophisticated information about the preferences of luxury travellers so they could put in place strategies to make up for stressful journeys when a guest arrives. They claimed it was particularly difficult to get this
information for clients who had booked through online travel agents, where little personal information is required to book. One participant said: “As a hotelier, when all you have
is a guest’s flight number and a phone number, it is really frustrating.” Delegates said knowing a traveller’s favourite drink, what music they enjoy and how much interaction they like from staff would be beneficial. Another participant said: “We had one guest, for example,
who we knew was an Andrea Bocelli fan, and we made sure a Bocelli song was playing in the lobby when she arrived.” The debate also highlighted the importance of strong
relationships between travel buyers and suppliers, so they can work together during travel disruption. Strategies mentioned included using WhatsApp groups to share real-time information on a traveller’s journey progress
and having a constant point of contact for travellers. It was also proposed that workshops should be set up where agents, suppliers and airlines meet to create agreed
protocols for dealing with travel disruption. ● Amadeus is Connections’ global sponsor. To read the ‘Shaping the Future of Airline Disruption Management’ report, visit
amadeus.com
84 — aspire december 2016
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