GTMC COLUMN ADRIAN PARKES All in a day’s work
TMCs proved their worth when the ‘Beast from the East’ caused major disruption throughout the UK
T
HERE CAN BE NO DOUBT that the weather over recent weeks and months has
tested the hardiest of business travellers, travel buyers and travel managers. That said, many believe it is only when the going gets tough that you know who your real friends are. For many business travellers it has been their TMC as they have had to negotiate frequent and frustrating changes to travel plans as the “Beast from the East” disrupted their lives. With flights cancelled, roads blocked and the rail network in many parts of the UK brought to a standstill, TMCs successfully managed a hectic period of rebooking and reorganising to support clients and ensure that one way or another they were able to reach their destinations safely. While the snowdrifts rose and the cold snap hit hard, TMCs
Adrian Parkes is chief executive of the GTMC, which represents travel management companies (
gtmc.org)
were faced with large volumes of cancellations and changes to travel plans. Many were also called on to help travellers who needed to extend their business trips because they couldn’t get home, and to manage the inevitable duty-of-care issues. TMCs across our membership reported a 37 per cent increase in daytime call volumes, a 100 per cent-plus surge in out-of-hours call volumes and rebooking activity up from between 56 per cent and 137 per cent when the extreme weather started to take hold. All in a day’s work? Absolutely, but the expertise and value of a TMC shouldn’t be underestimated when it comes to keeping business travellers and the wider economy on the move in times of trouble. The role of a TMC has many varied and different elements, from negotiating the best fares and rates to planning itineraries that
MOVERS & SHAKERS
can support business travellers to be productive while out of the office. But those weeks yet again reaffirmed the value of TMCs. In the face of challenges like extreme weather conditions, it is not only rebooking that needs a forensic level of attention to detail, it is also the safety and security of travellers. As trusted partners to their clients it is the responsibility of TMCs to deliver well-managed, robust travel programmes that support travellers in enabling them to achieve their wider objectives. It is easy to forget the people at the sharp end, but they prove their worth with their professionalism and knowledge. Good to know as we prepare ourselves for the next weather-related disruption!
LIZ EMMOTT Amadeus has appointed Liz Emmott as its new general manager for the UK. Emmott will be based at the Gatwick office. She replaces Champa Magesh, who has a new role at Amadeus Asia Pacific. Emmott was previously sales director at Amadeus IT Group.
146 BBT May/June 2018
JOANNA CROSS Clarendon Serviced Apartments has promoted Joanna Cross to the role of managing director as Scott Hamilton moves to the position of executive chairman. Cross was previously client and guest services director and has 12 years’ industry experience.
BRIAN PROCTOR Brian Proctor has been appointed chief operating officer of serviced apartment platform Bridgestreet. Proctor has more than 25 years’ experience in hospitality, most recently as vice-president of operations at Evolution Hospitality in California.
RICHARD JEWSBURY Emirates has appointed Richard Jewsbury to the role of divisional vice-president for the UK. He takes over from Laurie Berryman, who has retired. Jewsbury joined Emirates in 1996 as a commercial analyst and has progressed through executive management roles.
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