WORDS MOLLY DYSON
BBT HOTLIST 2020
ARTIFICIAL INTELLIGENCE ACCORDING TO AMERICAN EXPRESS GLOBAL BUSINESS TRAVEL, “2020 will see artificial intelligence (AI) playing an increasing role in business travel processes”. Amex GBT itself has deployed machine learning to carry out multiple sourcing tasks to save travel managers time, as well as to improve the traveller experience. Meanwhile, HRS has implemented rate projection technology powered by “augmented AI” that runs multiple data models instead of the usual single routine. Contrary to the common fear that AI will eventually eliminate human beings from many jobs, the general consensus in the business travel industry is that, on the contrary, AI will allow humans, such as travel managers, to be more efficient by automating the more mundane and time-consuming tasks. The next 12 months could be a turning point for the technology as it moves into the mainstream and evolves into practical and perhaps game-changing applications.
PLATFORM TMCs TRIPACTIONS, TRAVELPERK, TRAVELBANK – they’re all names that have been widely discussed in recent years as being at the forefront of a revolution of sorts in the business travel industry. Egencia was the first mover in this space and these start-ups have used its model as a template. They have also given rise to the idea of the “platform TMC” – an entity that owns all the major touchpoints with the customer, from agents to desktop and mobile tools. By developing their own technology, platform TMCs essentially eliminate the need to contract with third parties such as OBTs and mobile app creators. According to one expert, this enables consistency across the customer experience, speed to market and potentially free-flowing pipes of new supplier content. And companies such as these seem to be gaining a lot of ground, particularly among the SME client base which is looking for a “plug-and-play” solution to travel management. Will 2020 see the launch of new platform TMCs?
OYO TWO YEARS AGO, IF YOU HAD BROUGHT UP OYO in conversation with UK business travel professionals, many might have drawn a blank. Fast forward to today, and just a year after its launch in the UK, the Indian hotel company is the talk of the town for its sky-rocketing worldwide coverage. Chief executive Ritesh Agarwal (pictured) founded OYO in 2013 at the age of 20 and it is now the number one hotel company in India, number two in China and rapidly gaining coverage in Europe and the US. It continues to attract investment from firms, including SoftBank Group and Airbnb, and in 2019 Agarwal invested US$2 billion in the company to increase his stake. The UK business is headed up by Jeremy Sanders, co-founder of fast-food chain Coco di Mama. Initially focusing on affordable accommodation, OYO is expanding its range. With its SilverKey brand due to be introduced to the market over the next couple of years, OYO is likely to gain the attention of corporate travellers.
RIDE-HAILING LONDON WAS SHOCKED TO HEAR THE NEWS in late 2019 that Uber had been denied a licence to operate in the capital after a two-year battle to regain the trust of the regulator. Transport for London (TfL) cited a number of safety concerns in its decisions, opening the door for the company’s competitors to highlight what set them apart. European rival Bolt launched services in the city in June 2019 and claimed to offer a better deal for drivers, as well as enhanced in-app safety features for riders. Within days of TfL’s rejection of Uber, Indian firm Ola began appealing for drivers in London. It has been operating in South Wales and Greater Manchester since 2018 and was granted a licence to operate in the capital in 2019. Of course, Uber is challenging TfL’s decision, but its battle could pave the way for more competitors to enter the market and shake up the ride-hailing scene across the world.
buyingbusinesstravel.com 2020 JANUARY/FEBRUARY 83
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