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TRAVELLER BEHAVIOUR


ON CALL


THE PATIENTS: We’ve had a massive issue with a number of staff going maverick and booking a certain hotel chain, which will remain nameless, and collecting the points personally. They’re all motivated by the points and redeeming them. This has sometimes involved the odd director using their corporate card, rather than booking in policy through our TMC. There is nothing in our policy that details any reason as to why they should book this hotel group. One administration assistant was


even booking all her travellers into one particular hotel sub-brand and collecting the points herself and then spending them. This had been going on for four years. We only discovered it when the hotel business manager happened to mention it during a conversation about reward points. The hotel in question had done a particular deal with the assistant personally. The fact is, hotels can do deals


with the booker in question! We used to only ever find out afterwards, but


buyingbusinesstravel.com 2019 NOVEMBER/DECEMBER 87


not anymore. We had a significant journey to get to where we are now. Unfortunately, we still have a handful of rogue travellers who continue to book this same hotel chain.


Travel managers often deal with problems caused by out-of-policy behaviour. As these cases reveal, some people’s bizarre conduct requires extraordinary remedies to put things right


THE CASE: A rash of “points means prizes” OUR TRAVEL DOCTOR: Pam Booth, group procurement manager, Impellam Group


THE DIAGNOSIS: After analysis, we showed that this hotel sub-brand wasn’t cheaper than other hotels in the area. We showed this to the administration assistant. Data and proof is crucial in all cases. We then agreed to centrally collect points as a company rather than give them to individuals.


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