COMPLIANCE
TRAVELLER FOCUS ON EXPERIENCE DOES NOT JUST COME FROM MILLENNIALS, IT APPLIES TO ALL AGES
keeps the information in one place,” says Ellen Trotochaud, vice-president of global business development of travel, SAP Concur. There are also tax reasons for travel managers wanting to keep tabs on who is where and for how long. When travellers are staying in a destination more than a certain number of days a year, there may be tax liabilities for their employer. This applies to consultants on long-term engagements, for example, where their company may want to mitigate the impact on the payroll, and as employees increasingly want to add some holiday on to a business trip, this is also germane to the issue. With good communication, travellers
can be kept informed without information overload. Providing a link to policy for employees to read before committing themselves to a booking is no longer con- sidered appropriate or realistic. Instead, a drip feed of information that is relevant to the moment is more effective. Traveller experience is at the top of the agenda and this includes the booking process, which is becoming ever more user-friendly. “We emphasise security and safety to get
people to understand why policy is as it is but, of course, travellers are getting more creative and play that card in return – ‘I don’t feel safe’,” says Jan Jacobsen, global accommodation manager, AIG. “We escalate it and use it to educate.” AIG also names and shames errant travellers, which may, in part, explain why the company’s compliance rates are high – that and a mature policy.
‘SHOW THEM IT’S NOT ABOUT PENNY PINCHING’
Scott Davies, chief executive, ITM “Without high rates of policy compliance, a travel programme can miss out on potential cost savings and improved traveller safety. It’s no surprise, therefore, that this topic is always a top priority for travel managers. We advise our buyer members to make it easy for your travellers to be compliant, develop a strong preferred programme and integrate a simple automated travel and expense claim
process. Travellers are more likely to comply if they do not feel it’s all about penny pinching, and that security and risk and being able to track/trace a traveller are the critical issues.”
84 NOVEMBER/DECEMBER 2018
BETWEEN THE LINES To limit off-piste behaviour, travel buyers should also aim to get a feel for what their travellers really want. For example, some travellers may prefer access to a lounge, to relax away from crowds and noise in the public areas, while others prefer anything that speeds up the process. One report, Women in Business Travel by FCM, revealed that both male and female travellers found the most frustrating elements of air travel to be the periods of time wasted at the airport in delays and security processes. “We met a group of travel buyers in Zurich last year and asked what they were most focused on. I thought it would be savings, but it was getting fast-tracked through security and having access to wifi so that they could be productive on the plane,” says Greeley Koch, executive director of ACTE. Meanwhile, in some cases, going rogue actually makes more sense, as some booking
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