The Business Travel Magazine October/November 2018 by BMI Publishing Ltd

October/November 2018

THE BUSINESS TRAVEL MAGAZINE â&#x20AC;¢ OCTOBER/NOVEMBER 2018

THINKING BIG

Travel management for SMEs: how small companies can make a big splash

THEBUSINESSTRAVELMAG.COM

TBTM Cover 72-FINAL.indd 1

Rail travel Benchmarking Focus on China GDS innovation Sir Chris Bonington BUSINESS TRAVEL EDITORIAL TEAM OF THE YEAR

9/27/18 05:34 PM

GREAT CONNECTIONS

MAKE FOR

GREAT BUSINESS

er to Clos ess n busi

iles ee m y s thr i nl t o r nd rpo t tre a ty Ai i n fron r C e e c t t s city t Wa t s Belfa s a a f f l Be Bel rom 1 from tes f u tre. n i n e c e 10 m nc fere Con

t s tha t h g Fli u fit yo

ly iend ss-fr e n s i us time ers b ight e off 2 ith fl w . s Flyb rn you retu suit o t day d dule sche

t fligh d e eas o Incr ency ect t s dir t n i t u hs po x flig ure freq to si part d s up K de t an 15 U t, plu y Airpor r m o o p r t r Fly f st Ci ty Ai st Ci Belfa 2 Belfa etween . ort yb Airp a da City n o Lond

Estimated journey time and distance based on online mapping tools â&#x20AC;&#x201C; actual journey time and exact distance may vary. 2 Route and schedule information correct as at 13.09.18 for travel up to 16.06.19. Please see flybe.com for full schedule details and booking terms and conditions.

Untitled-3 1 11036107_Flybe_BizTravelMag_210x275mm_AW2.indd 1

9/21/18 04:37 PM 17/09/2018 15:45

ARRIVALS

Contents 102

O C T O BE R /NO VE M B E R 2018 Features

18 Benchmarking

32 GDS innovation 42 Rail travel for business

69 Extended feature: Travel management for SMEs

Arrivals

Extended feature

Travel management for SMEs

How small & medium-sized companies can punch above their weight

100

Opening Shots

Everyone's Talking About: No-deal Brexit

10 Six of the Best: Travel-themed venues 13 The Knowledge: Involve your travellers in an agency RFP 14 Event report: The Business Travel Conference 2018

Regulars

22 The Conversation:

(p69-98)

Federico J. Gonzรกlez, Radisson Hotel Group 24 The Big Picture 26 Meet the Buyer: Sandra Dvorak, British Council 30 The Business Travel People Awards: winner's interview

113

38 Sustainability 40 Five ways to... Be a safer digital traveller 53 Technology 54 Talking Travel: Sir Chris Bonington

69 94

100 Photo gallery: TBTM Dinner Club

The Review 102

57 Ten pages of news, views and the latest developments

Departures 101 Taking Off

102 Gadgets & Gear 105 Meeting in: Canterbury 107 On Business in: Miami 108 Focus on: China

108

113 Reality Check 114 The Final Word

87 THEBUSINESSTRAVELMAG.COM

contents.indd 3

9/27/18 05:25 PM

A D R I A A I R WAY S • A E G E A N A I R L I N E S • A I R C A N A D A • A I R C H I N A • A I R I N D I A • A I R N E W Z E A L A N D • A N A • A S I A N A A I R L I N E S • A U S T R I A N • AV I A N CA • AV I A N C A B R A S I L B R U S S E L S A I R L I N E S • C O PA A I R L I N E S • C R O A T I A A I R L I N E S • E G Y P T A I R • E T H I O P I A N A I R L I N E S • E VA A I R • L O T P O L I S H A I R L I N E S • L U F T H A N S A • S C A N D I N A V I A N A I R L I N E S S H E N Z H E N A I R L I N E S • S I N G A P O R E A I R L I N E S • S O U T H A F R I C A N A I R WAY S • S W I S S • T A P A I R P O R T U G A L • T H A I • T U R K I S H A I R L I N E S • U N I T E D

Untitled-3 1

9/21/18 04:38 PM

ARRIVALS

Welcome The B-word

rexit – or the B-word, as some now refer to it since the term saturated our lives – was touched upon in almost every session at The Business Travel Conference in September. Our opening speaker, political

journalist and commentator Steve Richards, set the scene with a compelling 30-minute overview of current politics, the economy and what the UK’s departure from the European Union could mean for our industry. And two panel debates that I had the pleasure of moderating – one featuring three travel industry CEOs and the other a trio of top travel managers – also generated plenty of debate on the subject. See pages 14-16 for our review of the event. Despite all the discussion and the various opinions, there was a clear consensus that as far as the B-word is concerned, there are a lot of known unknowns and unknown unknowns, but very few known knowns, to mangle a statement made famous by Donald Rumsfeld. As the ITM’s Scott Davies says in his column in this issue, we are all in this together (whether we like it or not), we are all navigating the same fog of unknowns, and our industry has a remarkable history of resilience and innovation as new developments seemingly unfold daily. Threats and opportunities await for companies large and small, but the latter often struggle for resources to address new or existing challenges. It's a theme that's covered in our extended feature on travel management for SMEs in this issue on pages 69-98. Find out for yourself how even small companies can think big.

Businesstravel the

MAGAZINE

EDITORIAL EDITOR

Andy Hoskins andy.hoskins@thebusinesstravelmag.com CONTRIBUTORS

Catherine Chetwynd, Linda Fox, Roger Gardner, Rob Gill, Dave Richardson, Gillian Upton & Angela Sara West STAFF JOURNALIST

Benjamin Coren

EDITORIAL DIRECTOR

Steve Hartridge

SALES PUBLISHER

David Clare david.clare@thebusinesstravelmag.com

DESIGN & PRODUCTION CREATIVE DIRECTOR

Matt Bonner

LEAD DESIGNERS

Louisa Horton & Monica Notarnicola DESIGNERS

Ross Clifford & Zoe Tarrant PRODUCTION & STUDIO MANAGER

Clare Hunter

PRODUCTION CONTROLLER

Steve Hunter

BMI PUBLISHING MANAGING DIRECTOR

Martin Steady

(Print) ISSN 1754-8543. THE BUSINESS TRAVEL MAGAZINE IS PUBLISHED BY BMI PUBLISHING LTD: SUFFOLK HOUSE, GEORGE STREET, CROYDON,

Andy Hoskins, Editor

SURREY, CR9 1SR, UK. T: 020 8649 7233 E: ENQUIRIES@BMIPUBLISHING.CO.UK W: BMIPUBLISHING.CO.UK ALL PAPER USED IN THIS PUBLICATION IS SOURCED FROM SUSTAINABLE FORESTS AND IS FULLY RECYCLABLE. WHILE EVERY EFFORT IS MADE TO ENSURE ACCURACY, BMI PUBLISHING LTD CANNOT BE HELD RESPONSIBLE FOR ANY ERRORS OR OMISSIONS. © BMI PUBLISHING LTD 2018 IMAGES: SOURCED FROM SUPPLIERS, ISTOCKPHOTO.COM AND BIGSTOCKPHOTO.COM

THEBUSINESSTRAVELMAG.COM

welcome.indd 5

9/27/18 05:18 PM

ARRIVALS OPENING SHOTS

Eye-catching images of the latest news and developments

Heckfield Place

country life

Georgian estate Heckfield Place has opened as a hotel and meetings space. Finished in classic country house style, the Hampshire property includes six room types of different sizes, two restaurants, a bar and wine cellar offering tastings, plus a spa with five treatment rooms. Its Sun House function space can host up to 30 guests. 6

This Georgian family home has been lovingly restored from its classic origins and rewoven into 400 acres of secluded Hampshire landscapeâ&#x20AC;?

THEBUSINESSTRAVELMAG.com

AH subbed Openingshots.indd 6

9/25/18 04:54 PM

Rockwell East

home grown

Eurostar

off the rails

Rockwell East, a 57-room aparthotel close to Tower Bridge, opened for business last month. The property has a range of studio rooms, one- and two-bed apartments, plus an on-site cafe and bar serving breakfast, lunch and dinner.

Eurostar has added a new cocktail bar to its London Lounge at St Pancras station. Business Premier customers will be able to enjoy exclusive cocktails, along with a winter G&T menu featuring gins from London, Amsterdam, Paris and Brussels.

The Athenaeum

about town

Travellers in search of some upscale glamour can head for the new Athenaeum Townhouse Residences, a collection of 14 luxury apartments in the heart of Mayfair. Located in an art deco mansion block, the suites have kitchens and dining rooms â&#x20AC;&#x201C; or the option of Michelinstarred room service. THEBUSINESSTRAVELMAG.com

AH subbed Openingshots.indd 7

9/25/18 04:54 PM

From the ancient ‘Amber Road’ trade route of the 16th century, travel has provided people with the freedom to grow their own business on a global scale. This has been driven by a combination of outstanding customer service and adoption of the latest technologies – two aspects that form the foundation of our business. Business travel is changing, and there is a new generation of traveller. They are not looking for a flight, or a hotel, but a journey. Our vision is clear: we are putting the heart and soul back into business travel, creating inspired, positive and rewarding experiences.

QUALITY PASSION BELIEF T +44 (0)333 444 2284 E sales@amberroadtravel.co.uk W amberroadtravel.co.uk @AmberRdTravel

Untitled-2 1 Untitled-3

18/09/2018 09:17 9/21/18 04:40 PM

ARRIVALS EVERYONE'S TALKING ABOUT...

A no-deal Brexit scenario If there is ‘no deal’ with the EU, airlines wishing to operate flights between the UK and the EU would have to seek individual permissions to operate from the respective states. In this scenario the UK would envisage granting permission to EU airlines to continue to operate. We would expect EU countries to reciprocate in turn”

“THERE ARE SOME REMAINERS WHO THINK THERE IS A POSSIBILITY PLANES “TECHNOLOGY DOESN’T RESCUE YOU BUT IT PROVIDES WILL BE GROUNDED [IMMEDIATELY CONFIDENCE VISIBILITY. SAYS YOUR POST-BREXIT]. AND THE GOVERNMENT TMCWON’T SHOULD HAVE THE PROCESS THAT HAPPEN. HOWEVER, THEY DO AND RUN SAYPROCEDURES THERE WILL BE TO MILES OF REPORTS QUEUES AND HELP REACH THOSE THOUGH ATYOU PORTS LIKE DOVER” AFFECTED BY AN INCIDENT” Steve Richards, political columnist, commentator Ewan Kassir, Head Sales, Clarity and author, speaking at of The Business Travel Conference 2018

Department for Transport

“IT IS NOT IN THE INTEREST OF OUR ECONOMY OR ANY EUROPEAN COUNTRY TO RESTRICT TRAVEL, THEREFORE WE STRONGLY ENCOURAGE PREPARATION FOR THE PROPOSED NO-DEAL AVIATION ARRANGEMENTS”

“Airlines are confident there will be a new agreement on aviation between the UK and the EU. While we don’t support a no-deal Brexit, we welcome that the UK and EU are proposing in this event a minimum agreement that would cover flight and safety requirements” Tim Alderslade, Chief Executive, Airlines UK

Adrian Parkes, Chief Executive, GTMC

“WHILE WE STILL HOPE FOR A COMPREHENSIVE EU-UK DEAL, AN ASSUMPTION THAT 'IT WILL BE ALRIGHT ON THE NIGHT' IS FAR TOO RISKY TO ACCEPT. EVERY CONTINGENCY SHOULD BE PREPARED FOR AND WE CALL UPON BOTH THE EU AND THE UK TO BE FAR MORE TRANSPARENT Alexandre de Juniac, Director General and CEO, IATA

WITH THE STATE OF THE DISCUSSIONS” ““Our long-standing preference, and the Government's, is that the UK remains part of the European Aviation Safety Agency system following EU exit. But as a responsible regulator, we must plan for the possible outcome of a non-negotiated withdrawal” Spokesperson for the UK Civil Aviation Authority

THEBUSINESSTRAVELMAG.COM

Everyones talking about.indd 9

9/27/18 05:26 PM

ARRIVALS SIX OF THE BEST

Six of the best... Travel-themed venues in London 1

Cahoots

This secret bar hidden beneath Soho is fitted out like a 1940s Underground station, complete with carriages and rail paraphernalia. A private train carriage can hold up to 40 people, or hire the whole venue for 150 guests – much more fun than your typical early morning commute!

4 2

The quirky Jules Verne-flavoured venue on The Strand can hold up to 210 guests. The Map Room is filled with Victorian guides and maps, while a life-size Orient Express carriage can hold 25.

Climb aboard the historic World War II battleship and use of one of the many rooms available, from the intimate Admiral’s Quarters to the company dining hall, or even host an event out on the Quarterdeck. The ship itself played a crucial role in the war protecting Arctic convoys.

London Transport Museum

The Convent Garden museum within the former Victorian Flower Market is packed with buses and train carriages. It has three spaces available for hire – there are plenty of activities too, such as a Tube-driving simulator.

©Diane Auckland Fotohaus

Mr Fogg's Society of exploration

HMS Belfast

Tramshed by Mark Hix

Located in a former tram generator building in Shoreditch, the restaurant has three event spaces and features Damien Hirst's famous Cock 'n' Bull installation as its centrepiece. The location mixes art with great food and can host up to 80 guests.

The postal museum mail rail

Hidden from view for more than 75 years, the secret Mail Rail beneath Clerkenwell is available to hire for meetings and events. Guests can ride the 100-year-old miniature train through secret tunnels and there is space for up to 275 delegates standing.

THEBUSINESSTRAVELMAG.com

six of the best.indd 10

9/27/18 05:02 PM

THE BUSINESS TRAVEL MAGAZINE 2018 CHRISTMAS PARTY TUESDAY, DECEMBER 11 THE GRANGE ST PAUL'S, LONDON

To book your place, or for further information, see thebusinesstravelmag.com

SaveTheDate.indd 1

9/27/18 04:33 PM

Untitled-3 1

9/27/18 02:09 PM

ARRIVALS THE KNOWLEDGE

How to... Involve your travellers in an RFP Discover how one company got its most frequent business travellers involved in the RFP process as it sought a new travel management company.

THE BACKGROUND

Bruker is a specialist in highperformance scientific instruments and analytical and diagnostic solutions. Lisa Barnett is Commercial Contract Specialist based at Bruker’s UK offices in Coventry, where the UK travel programme is just a small part of her remit. There are around 100 regular travellers who generate a lot of domestic bookings but also travel frequently to a range of international destinations.

THE TASK

Bruker’s travel programme was outdated and inefficient and Lisa was tasked with transforming it. Optimising savings opportunities while increasing traveller productivity and efficiency through traveller engagement were the main aims of the project. The intention was to appoint a new travel management company and online booking tool as part of the overhaul and, crucially, to involve Bruker’s regular travellers at every step of the process.

THE PROCESS

“I started by speaking to our employees that travelled the most to see what they wanted,” says Lisa. “They also shared what they’d seen and liked about travel programmes in other Bruker offices overseas. I also planted the seed of an online booking tool with them.” Her findings were presented to senior management. “I got buy-in from the managing director right away because he was a regular traveller himself,” says Lisa.

After researching the TMC market she issued an RFI and received 12 responses. These were discussed with both senior management and regular travellers and whittled down to five TMCs for a full RFP. “We chose them based on feedback from our travellers, their cultural match with us and their size. I’d had experience of being with a large TMC and I didn’t want to be that small fish in a big pond,” Lisa explains. Three TMCs were invited to present to a panel of eight Bruker staff comprising regular travellers, travel arrangers, senior management and Lisa herself. “The travellers really grilled them. It was probably the most important stage of the whole process,” says Lisa. “The panel was unanimous in its preference which made things easy for us.” The winner, Omega World Travel, “came across as really strong on service even though the booking tool was important to us. They weren’t the cheapest but it wasn't all about price,” says Lisa.

rose to 75% and today it sits at 85%,” says Lisa. Bruker also saw the immediate benefits of better data and duty of care procedures. “Having our travellers involved from the start was crucial in making the right decision. Travel is not 100% of my job so if I’m going to procure, operate and manage a service successfully within our UK offices then I’ll consult and engage with my colleagues as it is their service provision, after all.” She adds: “We do a lot of ongoing traveller satisfaction surveys and they continue to come back really positive.” Omega’s Director of Sales and Client Services, Francesco Deluca, adds: “I’ve not seen many companies get their travellers involved in the selection process as deeply as Lisa did, but I think they probably should.”

THE RESULT

Omega was appointed in 2013 and has been with Bruker ever since. The TMC’s air and hotel content aggregation addressed savings targets and the Concur Travel & Expense booking tool was rolled out across the company. “Over the first six months adoption

THEBUSINESSTRAVELMAG.COM

AH subbed Knowledge APPROVED.indd 13

9/27/18 01:47 PM

ARRIVALS EVENT REPORT

TBTC'18 Looking to the future Delegates attended 15 seminars and were able to meet with over 60 suppliers over two days at The Business Travel Conference 2018, which was held at the London Hilton Bankside in September. Benjamin Coren reports. Keynote speaker Steve Richards opened proceedings at The Business Travel Magazine's annual event, warning of a potential two years of uncertainty for businesses and the economy beyond the UK’s Brexit deadline in March 2019. The political journalist and commentator told delegates: “For industries like business travel, there could be another two years of Brexit uncertainty.” A poll held during the conference session revealed that 65% of delegates believe the UK will not leave the European Union on schedule in March 2019. A second poll revealed only 10% of attendees think Brexit

For industries like business travel, there could still be another two years of Brexit uncertainty” DO YOU THINK THE UK WILL LEAVE THE EUROPEAN UNION ON SCHEDULE IN MARCH NEXT YEAR? YES 23%

CONFERENCE BUZZWORDS • PERSONALISATION • DISTRIBUTION • AI • DATA • BREXIT • DUTY OF CARE • WELLBEING

will have no effect on their business next year. “This current drama will affect all of you,” said Richards. “Here we are in September and the UK should be leaving the EU in March, and no one from Theresa May to Angela Merkel in Germany will know what will happen next”, he added. “Every single one of our clients is asking the same Brexit questions we are”, said Suzanne Horner, CEO of Gray Dawes Travel, in a panel session on the state of the corporate travel industry today. ITM Chief Executive, Scott Davies, added: “All our analysis and reports show no immediate effect. This is a super adaptive industry so to be looking at past trends doesn’t matter much, but we are running out of time now.”

Other topics covered by the panel included consolidation, NDC, AI and the increasing trend of mergers and acquisitions within the industry. In a session called 'Do Behave!', Gary McLeod, Managing Director of

EVENT SPONSORS

NO 65% NOT SURE 12% The Business Travel Conference delegate poll

THEBUSINESSTRAVELMAG.COM

TBTC18 Review(1).indd 14

9/27/18 05:08 PM

ARRIVALS EVENT REPORT

Be one step ahead of your rogue travellers. Educate them on the bigger picture within your company travel policy” Traveleads and Paul Jarvie, Head of Account Management North UK for FCM, discussed methods of getting travellers to comply with travel policy. The takeaway points being to really sell the policy to stakeholders and to publicise company objectives within it. McLeod said: “It’s important to sell your policy when you are developing it. Produce documents, make it attractive, but don’t forget you’ve got to be selling the benefits to travellers and why they should use it.” Jarvie added: “Be one step ahead of your rogue travellers. Educate them on the bigger picture within your company travel policy. They will often have emotive reasons for booking outside the policy.” American Express Global Business Travel’s Dan Raine and Nicholas Nelson from EY got stuck into the subject of benchmarking a travel programme against others and discussed what rates you should be achieving. 

Sell your policy when you are developing it. Produce documents, make it attractive. Don't forget you're selling benefits” HOW DIFFICULT IS IT TO ACHIEVE COMPLIANCE? EASY - MY TRAVELLERS ARE ALL ANGELS! 4% IT CAN BE A CHALLENGE 71% I HAVE SLEEPLESS NIGHTS AND WAKE UP SCREAMING! 25% The Business Travel Conference delegate poll

CALLING CARD A pair of business class tickets to Istanbul, courtesy of Turkish Airlines, were among the prizes up for grabs as part of the conference's popular Calling Card competition

HOW WOULD YOU DESCRIBE YOUR CURRENT TMC RELATIONSHIP? STRATEGIC PARTNER 45% PREFERRED SUPPLIER 24% APPROVED VENDOR 31% The Business Travel Conference delegate poll

THEBUSINESSTRAVELMAG.COM

TBTC18 Review(1).indd 15

9/27/18 05:08 PM

ARRIVALS EVENT REPORT

Work to get travellers close to the TMC selection. This doesn't happen often, but I think it should”

You need to define a strategic partnership. It's a shared vision with shared values” TO WHAT EXTENT DO YOU THINK BREXIT WILL AFFECT YOUR BUSINESS NEXT YEAR? A LOT 45% A LITTLE 42% IT WON'T 10% NOT SURE 3% The Business Travel Conference delegate poll

should,” said Barnett (see page 13 for more.) How to get airlines around the negotiating table was the theme of a session hosted by Amber Road’s Melanie Quinn and Bruno Moreno from LATAM. Quinn discussed the importance of understanding CONFERENCE your company's direction and BUZZWORDS knowing the routes which you Offering advice on getting will need to utilise to find the  • PARTNERSHIPS • value for money, discussing best deal. She added: “SMEs TECHNOLOGY • the rates you should be must collaborate and find likeBENCHMARKING • achieving and appealing to new minded companies to approach PAYMENTS • NDC recruits, Raine explained: “When airlines together. This gives you you are thinking about the kind of more buying power with the airline.” things to benchmark on, think about very, The Business Travel Conference will return very broad things and always consider who to the Hilton London Bankside on the audience is.” September 18-19, 2019. Simone Buckley, Chief Executive of travel management company Fello, discussed how to nurture a close relationship with your WHAT IS YOUR TMC as a travel partner, not just a supplier. COMPANY'S BIGGEST “You need to define a strategic partnership. It’s a shared vision with shared values CHALLENGE WHEN SEARCHING and there is shared risk and reward for both parties,” she said. FOR NEW EMPLOYEES? The popular session on careers advice returned for another year as Barbara A SHORTAGE OF CANDIDATES 44% Kolosinska from C&M Travel Recruitment talked about opportunities within business travel and how to change and develop your INSUFFICIENT EXPERIENCE 22% role in the industry. Lisa Barnett from Bruker and Francesco Deluca from Omega World Travel talked UNREALISTIC EXPECTATIONS 28% about sourcing the right TMC. “I spoke to travellers in our business and have an open door policy for feedback. I work to get PITCHING THE RIGHT PACKAGE 6% travellers close to the TMC selection. This doesn’t happen very often, but I think it The Business Travel Conference delegate poll

THEBUSINESSTRAVELMAG.COM

TBTC18 Review(1).indd 16

9/27/18 05:08 PM

Untitled-4 1 Untitled-3

14/08/2018 16:01 9/21/18 04:44 PM

BENCHMARKING

SIZING things up

How does your travel programme compare with your peers' and are you getting value for money? Catherine Chetwynd considers the beneďŹ ts of benchmarking

THEBUSINESSTRAVELMAG.COM

Benchmarking.indd 18

9/26/18 01:26 PM

BENCHMARKING

here are two outstanding benefits of benchmarking: it mitigates doubts about whether or not an organisation has the best financial deal – and can also measure convenience, traveller behaviour, cost per mile, online versus offline booking and, increasingly, traveller welfare – but it also allows buyers to see whether the deals it has negotiated are being fulfilled by suppliers. Best placed to help in this endeavour are travel management companies who have inside knowledge of a firm’s negotiated fares, rates and travel patterns, and they should also have the technology to benchmark on an ongoing basis, rather than as a one-off project. However, for more in-depth analysis, a consultancy may be the answer or data from industry bodies such as ITM or GBTA . ITM has launched an airfare benchmarking tool, allowing members to compare their programme with anonymised data that is defined by their requirements. “We will need to have a minimum of five or six members who have a similar policy or profile. Some members have signed up and part of our strategy is to grow it. It is a work in progress,” says Director of Education at ITM, Sandy Moring. Chris Day, Head of Procurement for the Church of England, says: “When I was at RNIB, our TMC used to go to our preferred hotel chains and renegotiate our rates every year; as the travel programme became embedded and more people used it, our spend increased, so we wanted to renegotiate rates downwards. That’s what I will be looking to do here.” Meanwhile, because people visiting the Church of England, based in Westminster, were having trouble getting accommodation within the advised limits (there was no formal hotel programme), Day spoke to TMCs and similar charities for benchmarking data: “Our rate was more than suitable for even the area of London we are in. We applied RPI over the last 18 months to our rates – it was not high, 3.2% and 2.8% – and

now that we have a formal programme in place, we decided we would adopt the RPI adjusted rates. “I am hoping that will make it easier for our travellers to find somewhere to stay within the limit,” says Day. Appointing a TMC is the next stop, which will make rate management and benchmarking easier. Booking flights and accommodation as far from departure date as possible gets the best deal at the time but that does not take account of reductions in rate between booking and departure. “We deploy benchmarking technology on our air and hotel programmes right up until clients travel,” says Managing Director of BTD, Julie Oliver. “We are able to see which hotels are giving clients the rate they committed to and which ones are not making it available or are consistently undercutting it by the rate of the day. “At nought to two days before departure, airfares come down and we can cancel and rebook at a lower rate. Algorithms ensure the savings are greater than the cost of cancelling,” she says. Katy Bowling, Group Travel Manager for Mears, benchmarks the company’s hotel programme once a quarter using BTD’s technology. “We have a rigorous hotel programme and have a lot of set locations in line with our projects,” she says. “I am able to benchmark what we are actually paying against our negotiated rate; we also need to benchmark against the industry average. The benchmarking this year showed that we have great rates and we pay less than the industry average, which is really good.”

I am able to benchmark what we are actually paying against our negotiated rate, but we also need to benchmark against the industry average"

THEBUSINESSTRAVELMAG.COM

Benchmarking.indd 19

9/26/18 01:27 PM

BENCHMARKING

On another occasion, benchmarking highlighted a discrepancy at the Holiday Inn Express Tamworth. “Our negotiated rate was £89 and we were averaging £90/£92, so we took the opportunity to get an LRA rate. We pay £91 but it’s always available. There aren’t many hotels in Tamworth so a rate of £91 is not to be sniffed at,” says Bowling. Corporate Purchasing, Global Category Manager Travel & Mobility for Continental Teves, Rüdiger Bruss, says: “You should benchmark against the same industry and the same size of companies but also against companies in different industries. The same number of travellers and budget are better than the same industry and a similar company culture is perhaps most important. “One of the best benchmarks we did, where the focus was on tools and process, was with an SME, and we saw very innovative applications and ways of managing travel operations,” adds Bruss. And when it comes to data, the devil is in the detail. “For example, to benchmark online adoption rates, define what bookings are possible online, which means first benchmarking policies. One company might forbid intercontinental travel being booked online, the other not, and even for short haul travel, if one company has steady point-topoint business while the other has complex multi-stop flights and often changes these, then the former will always have a higher adoption rate than the latter,” he says. “Benchmarking must lead to actionable and sensible results and not just comparing of figures. It is easy to do a benchmark and get a 'result', but it is difficult to do a benchmark well and get an improvement,” says Bruss.

Scott Gillespie, Managing Partner of benchmarking specialist tClara, has strong views on the subject: “The default thinking is to benchmark companies of the same size with a similar travel budget and that is sloppy thinking; there is no correlation between the size of a company and complexity of travel programme,” he says. “The most relevant criteria for selecting benchmark partners is finding those in the same industry or those that have roughly the same profit margins – the latter is probably a better indicator because the profit margin is a driver of a lot of decisions about how to treat travellers.” In investment banking, for example, each employee contributes considerable value to the company, increasing the risk they will be recruited into other industries. Also relevant is road warrior attrition: “Find a cohort of people who have stayed 35 nights or more away from home on business travel and ask HR to calculate the attrition rate,” he says. It may be difficult to find benchmarks from other companies but, “It is an incredibly useful metric even without the benchmark and can be influenced by thoughtful travel management.” The last word goes to BTD’s Julie Oliver, who succinctly says: “Benchmarking is just covering yourself and it is a very smart thing to do.”

The most relevant criteria for selecting benchmark partners is finding those in the same industry or those that have similar profit margins"

THEBUSINESSTRAVELMAG.COM

Benchmarking.indd 20

9/26/18 01:27 PM

Untitled-3 1

9/21/18 04:41 PM

THE CONVERSATION

Radisson Hotel Group

federico j. gonzÁlez The hotel group’s Chairman of the Global Steering Committee tells Andy Hoskins about his company’s transformation and its grand aspirations

ighteen months have passed since Federico J. González joined the Radisson Hotel Group and he has already overseen a re-brand of the two arms of the company (based in Brussels and Minneapolis) and implemented a five-year plan to “transform the company in terms of revenue and reputation”. Previously known as the Carlson Rezidor Hotel Group, the change of title brought the Radisson name – its best-known brand – to the fore, ditching the incongruous Carlson and Rezidor monikers. With 1,400 hotels around the world, the group is on the brink of the top ten largest groups worldwide – by both rooms and properties – but González is interested in more than just numbers. “We want to be a top three hotel group but, let's be clear, not necessarily in terms of room numbers. I want to be one of the top three in terms of reputation,” he says. “So if you say to someone in this industry ‘tell me the three hotel brands which you think are the best’ – we want to be one of those. It doesn’t matter how big you are, we want to have the best reputation in the eyes of our guests and our investors.” Over €200million has been earmarked to “transform and reposition” Radisson and to deliver “improved management and redefine the Radisson experience”. And that investment is unrelated to the impetus that Radisson's takeover by Shanghai-based Jinjiang International will likely deliver. 22

“Jinjiang is very focused on hotels whereas [current owners] HNA are more dispersed in different sectors, so I think you can expect to see significant growth across all our brands in China,” says González. And in a world of big brand mergers and acquisitions, could Radisson and Jinjiang up the ante? “I think so. We have a very strong, aggressive five-year growth plan but that is without factoring in any acquisitions. There is already a significant amount of revenue and profit potential in the existing business. ”We are currently in year one of the plan and I think 2019 will be a very good year. And once we're two years into the plan you can start looking to do other things at the top as long as your base plan is still working well,” González explains. For the time being he is content with Radisson's eight brands across all sectors, from economy to premium luxury. ”We have only one brand per segment – economy, midscale etc – which I think is a real advantage over our competitors. Some of them have four or five brands per

We have a very strong five-year plan but that is without factoring in any acquisitions. There is a lot of revenue and profit potential in the existing business”

segment that are competing against each other in the same town or neighbourhood. Our investors and hotel owners know they won't be competing against another Radisson in the same segment in the same town.” If the group has a weakness it is perhaps its relatively uneven distribution of brands, with Radisson Blu and Park Plaza strong in Europe, for example, while Radisson hotels and Country Inn and Suites are abundant across North America. At the economy end of the scale it has only a 49% stake in German brand Prizeotel, with an option to acquire the rest of the company in the coming years. ”It works very well in Germany and now we are looking at how to broaden its appeal across Europe and Asia,” says González. He also notes the growth of its fledgling 'lifestlye select brand' Red, originally targeted at millennials. ”We think Red is going to be one of the biggest Radisson brands for the future,” he says. The Radisson Blu brand, meanwhile, is set to grow rapidly in North America while in Africa the group's development pipeline is second only to that of Hilton. González certainly has a penchant for a transformation project. After a career in marketing – which saw him live and work in several European capitals – his first job in hospitality saw him bring back NH Hotels from the brink of bankruptcy and transform it over a period of six years. Radisson is considerably better placed, but González nevertheless has big aspirations for it.

THEBUSINESSTRAVELMAG.com

The conversation.indd 22

9/27/18 01:49 PM

THE CONVERSATION

in brief... Do you travel much in your role? I spend most of my time in Brussels [home of Radisson Hospitality AB] but I travel a lot to Minneapolis [home of Radisson Hospitality Inc.] and around Europe. And if possible I spend weekends at home in Madrid. I get back there on a Friday evening and then on Sunday evening I fly off again to Brussels or Minneapolis or wherever. Do you manage to switch off from the day job? I don’t find I have to switch off that much because I enjoy my work and I have a lot of fun. I don’t suffer! Weekends are just a different kind of fun. Throughout my career I have been able to work a lot during the week and then to not work at the weekend. And I never work from home. I don’t have any place at home like an office so if I have to work at a weekend – which is fairly exceptional – I will go to a Radisson office. If I’m at home then I’m not working. I think it helps keep the right balance.

FEDERICO J. GONZÁLEZ Madrid-born Federico J. González is Chairman of the Global Steering Committee, Radisson Hotel Group, and President & CEO, Radisson Hospitality AB. Prior to joining Radisson Hotel Group, he was Chief Executive Oﬃcer of NH Hotel Group and before that served as Deputy General Manager of Disneyland Paris. He previously spent 16 years in senior management positions at Procter & Gamble in Brussels, Madrid and Stockholm before becoming the company’s Country Head of Portugal in 2000.

Do you like to check out your rival hotel groups on your travels? Yes, I like to check out the competition and it's good to experience them for myself. But I find I'm spending more and more time at Radisson hotels to ensure the experience is right. There’s always something to improve.

THEBUSINESSTRAVELMAG.com

The conversation.indd 23

9/27/18 01:49 PM

THE BIG PICTURE

Hungary

Price watch Hotel rates in Hungary are forecast to rise by more than in any other European nation in 2019. BCDâ&#x20AC;&#x2122;s Industry Forecast predicts a 4%-6% rise in rates in Hungary and 3%-5% rises in the UK, Ireland and Portugal. It also says the use of alternative accommodation is on the rise, with London and Paris the most popular European destinations for users of Airbnb for Work.

THEBUSINESSTRAVELMAG.com

Picture this.indd 24

9/26/18 01:35 PM

Untitled-1 1

9/26/18 10:49 AM

MEET THE BUYER

meet

SANDRA DVORAK Sandra Dvorak is travel manager at the British Council, the organisation for cultural relations and educational opportunities At the British Council we work with more than 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body. I joined British Council three years ago as their Global Travel Category Manager. Previously, I held the role of EMEA Travel Category Manager at Kimberly Clark. My career in travel started as a cabin crew member more than 20 years ago, and since then I have held various senior positions within procurement, facilities management and hospitality management. I am responsible for the overall global travel strategy and am dedicated to managing our travel and events requirements. My role involves working with internal stakeholders and suppliers to drive value to the organisation in the countries we operate in. I also regularly update senior stakeholders within the organisation about travel issues, up to board level.

We are based in four continents, so we don’t really have typical travel patterns. Each region, and sometimes even each country, has specific peculiarities linked to the characteristics of the country’s travel providers and government regulations. One additional peculiarity is that some of our travel happens in places suffering conflict or regional instability – that OUT OF THE OFFICE creates issues that are I am a passionate scuba not the norm in diver and have been business travel for privileged to dive in remote and most organisations.

We have a team of travel arrangers who assist our beneficiaries travelling on behalf of the organisation. We work with a wide range of suppliers and have pristine waters across the globe. implemented I feel very lucky to get up close to technology that allows Historically we've the magnificent creatures that travellers to book and had a large base live in these beautiful purchase their travel of complex travel coral reefs requirements while saving arrangements and lots time and money. We have of providers. We are now thousands of policymakers, working to rationalise our TMCs academics, researchers, artists, and are implementing streamlining sportspeople, scientists, curators, travel technology such as a self-booking tool entrepreneurs and teachers working with for our staff. As a charitable organisation us and with their counterparts in the UK. linked to the UK government, our culture is 26

such that travellers are very conscious on costs. We have a global travel policy and it is adapted to local requirements. My biggest challenge is to ensure that all my stakeholders’ needs are covered in an efficient and cost-effective manner, and that they all receive the same experience across the organisation. I have to secure initial buy-in from them when we are introducing new initiatives or changes. Travel is very fragmented and combining all the pieces of this big puzzle is not an easy task.

One additional peculiarity is that some of our travel happens in places suffering conflict or regional instability – that creates issues that are not the norm for most organisations”

THEBUSINESSTRAVELMAG.COM

MeetTheBuyer.indd 26

9/27/18 01:47 PM

Untitled-1 1

25/09/2018 09:13 9/25/18 02:31 PM

Your Travel Payment Company

Journey Traveller OF THE

AirPlus is a multi-award winning business travel payment specialist. When it comes to the payment and evaluation of business travel costs, we are the experts. Our customised products and solutions save time and money for more than 50,000+ companies of every type and size worldwide.

BEFORE TRAVEL SOLUTIONS

DURING TRAVEL SOLUTIONS

AFTER TRAVEL SOLUTIONS

Lodge Account A.I.D.A Virtual Cards Multiple GDS integration Worldwide acceptance Category blocking

Untitled-4 1 2 Untitled-3

Multi-award winning Corporate Card available in multiple currencies Real-time changes to limits and cash access 24/7 customer support

Direct integration with the leading expense management solutions and accountings systems Unique data capture with unrivaled matching capabilities

19/07/2018 14:54 9/24/18 12:33 PM

25 years in business travel

TRAVEL AGENTS that we work with

that we employ globally

STAFF MEMBERS

TRANSACTIONS processed in 2017

we have worldwide

CUSTOMERS

400+

1,300+

182m+

50,000+

60 COUNTRIES

with country-specific AirPlus solutions

For end to end solutions that manage business travel expenses more efficiently, get in touch today.

+44 (0) 20 8994 4725 London@AirPlus.com

Untitled-4 1 3 Untitled-3

AirPlus.com 19/07/2018 14:54 9/24/18 12:35 PM

awards

meet the winner

Katie Billington Katie Billington of Amber Road (formerly CTI) was crowned Account Manager of the Year at The Business Travel People Awards 2018

How did it feel to win the Account Manager of the Year award? Being nominated was recognition enough from the senior management at Amber Road. Given the competition, I never expected to win, so when my name was called out the emotion of the occasion was overwhelming, but quickly turned to delight for my company, colleagues and, of course, myself. I am so proud to have achieved this recognition. Tell us about your role and the work you’ve done that clinched the award? I have been involved in many different areas of the business and volunteered to get involved with our CSR division (along with my client partnership colleagues). I was quickly given the opportunity to look after the more complicated accounts that recommendations based on my knowledge required a fresh perspective to develop of the travel industry, and I get to talk about them and think this is when I came into my this everyday with my clients. own. I am hands on and like to understand a client's travel DNA, culture and business What do you think of The Business objectives. I’ve toured manufacturing Travel People Awards and of the lines, stores and distribution winners' event? centres and even taken my The event was brilliant. I dog Ralph to a meeting have worked in travel for The Business where the organisation 16 years, but this is my Travel People Awards allowed their first business travel recognise outstanding employees to bring role so I have never individuals and teams across pets to work. Showing been to an awards an interest and event like this – it was all aspects of the supplier understanding the great for networking. element of corporate travel. culture has been vital I was in awe of the Nominations for the 2019 to the success I have number of business awards will open in had in developing travel professionals in December relationships with the room and aspire to stakeholders. follow in the footsteps of past winners and carry on developing What do you particularly enjoy my career in this fantastic industry. about your role? I really enjoy interacting with people and What impact do you think winning an sharing my knowledge of the industry. I award will have on your career? believe in adding value and making Since winning I have been promoted and 30

I’ve toured stores and distribution centres and even taken my dog Ralph to a meeting where the organisation allowed pets” now lead the Client Partnership Team. I have four direct reports and I report directly into our Commercial Director. It’s a brilliant opportunity to help develop the team. What do you think are the industry’s biggest challenges right now? Business travel is changing and we must adapt. There is a lot of consolidation in the industry, among both TMCs and suppliers. The introduction of NDC has prompted TMCs and technology providers to up their game so they are able to consume content from all channels. How we deal with challenges is key, and that comes down to the people. The GTMC does a great job of engaging suppliers and I am proud to be on their Next Generation Strategy Group.

THEBUSINESSTRAVELMAG.com

People Awards meet the winner.indd 30

9/26/18 01:38 PM

New Distribution Conversations We’ll manage IATA’s NDC. So you don’t have to.

In today’s exciting world of evolving distribution strategies, as the first NDC Level 3 Certified aggregator, we don’t believe the conversation should be about any single source of content or connectivity, whether that’s IATA’s NDC, API, classic ATPCo – or whatever new technology comes next. Instead, we believe that we should all be around the tech table, talking about ways to ensure that we continue to make the experience of managing and buying travel continually better for everyone.

How can I maximize value from IATA’s NDC?

Download our eBook and join the conversation

travelport.com/ndc Untitled-5 1 Untitled-3

27/09/2018 10:48 9/27/18 12:20 PM

GDS INNOVATION

The distribution

REVOLUTION TION The global distribution systems upon which so many travel suppliers and agencies depend are breaking free of their shackles and driving innovation, writes Linda Fox

t’s impossible to talk about a global distribution system without referring to airline distribution. It is after all what they were created for, beginning with American Airlines with Sabre back in the late 1950s and early 1960s. That said, the GDS – namely Amadeus, Sabre and Travelport – have become much more over the years, not only offering access to a wide range of airline, hotel, car hire and other content for travel management companies and other travel-related intermediaries to book, but also portfolios of technology developed or acquired over

the years to plug gaps, extend their reach, increase value and demonstrate how they are constantly evolving. The distribution giants have so often been called dinosaurs because of the legacy technology that reveals their origins but it’s easy to lose track of some of the other products and services they provide. Airline distribution is nevertheless a good place to start particularly in light of advances in IATA’s New Distribution Capability (NDC) technology standard – which allows suppliers to provide richer content and information – and recent moves from all three protagonists to stake a leadership claim. Currently, it seems as if Travelport might be first to market with NDC-based content available to book via its Smartpoint desktop system alongside its traditional GDS content some time in the second half of

2018. The plan is then for a fully integrated search and booking system of NDC and GDS content combined in the same workflow some time in 2019. Travelport is also integrated into the Qantas Distribution Platform – the NDC platform announced by the airline in May, and developed with Farelogix, to make content distribution more flexible. Sabre and Amadeus have been working to bring on airline and TMC partners to help develop and establish their own NDC presence. In early August, Sabre announced “strategic relationships” with American Airlines, American Express Global Business Travel, Carlson Wagonlit Travel and Flight Centre Group as launch partners for its Beyond NDC initiative. The company has stated its intention to not only lead the NDC charge but innovate further in the field. Amadeus quickly followed with a similar announcement around the partners for its NDC-X initiative including American Airlines, Amex GBT, BCD Travel and CWT, while the Madrid-based GDS has also been working with Flight Centre Travel for some months. It says the NDC-based technology will be

THEBUSINESSTRAVELMAG.COM

GDS_1.indd 32

9/26/18 01:43 PM

GDS INNOVATION

available in 2019. This sort of collaboration should allay some concerns from the travel management community that solutions are developed taking into account current processes and workflow.

Life before and after NDC

There’s no doubt further NDC-based developments will continue in the months to come especially in light of the commitment given by a group of airlines to have 20% of their indirect transaction going across an NDC-based API by the end of 2020. Despite some signs to the contrary there is life outside the technology standard

The distribution giants have often been called dinosaurs because of their legacy technology but it's easy to lose track of some of the other products and services they provide”

for both distribution companies and the travel management community. In some ways it feels that the advent of the standard galvanised the distribution giants into looking more deeply at flight distribution although they were probably doing that anyway arguably with the development of API technology. Travelport, for example, unveiled its Rich Content and Branding platform in April 2013, months after plans for NDC were released. It now has more than 270 airlines using the platform which provides agents with a much richer experience for booking branded fares and ancillaries. More recently Sabre announced its plans for a Digital Airline Commercial Platform to deliver “end-to-end personalised retailing”. The first phase of the platform is slated for the fourth quarter of this year with further functionality to be added going forward. Amadeus, meanwhile, has been touting its Live Travel Space platform approach, which aims to bring together traditional and new world airline content as well as the other elements that make up a trip. The rationale for Live Travel Space is the demand from

leisure and business consumers for joinedup experiences which travel bookers are having to adapt to. All these developments can be seen as the GDSs' efforts to differentiate themselves – and they don’t stop there. Payments businesses, hotel and car rental platforms, mobile applications, business intelligence units and venture capital divisions are also part of what the distribution companies have become to various degrees. A number of elements stand out in Travelport’s portfolio. Its eNett payments business is one example. The business, which enables travel intermediaries to make payments using virtual account numbers, has been growing consistently in the past few years. Revenue for the eNett business, which is part of Travelport’s Beyond Air division, increased 82% to $81million in the second quarter of this year. Growth was attributed to new customers as well existing customers extending their use of the system. The company also has its mobile strength in Travelport Digital, comprising its acquisitions of Mobile Travel Technologies and Locomote, which were bought in July 

THEBUSINESSTRAVELMAG.COM

GDS_1.indd 33

9/26/18 01:44 PM

Untitled-1 1 34 GDS_1.indd

25/09/2018 12:33 9/26/18 01:44 PM

18 12:33

GDS INNOVATION

The GRS should help hotels increase revenue as well as enabling them to improve the booking experience for guests and develop personalised offers by using stored preferences and previous purchase behaviour.

Hospitality hotshots and November 2015, respectively. The mobile arm counts companies such as BCD Travel, Singapore Airlines and Etihad among customers. In terms of new developments within Travelport, the company has just announced IBM Travel Manager for the corporate market. The data tool combines Travelport data with insights from other sources such as social channels and uses the IBM Watson analytics platform. It will provide travel managers with better visibility on actual spend but also help them predict spend. Travel managers could, for example, use the technology to find out how advance booking might impact a trip’s cost. 

Data having its day

GDS competitors have also been investing in data analytics. Amadeus has invested in business intelligence solutions for airlines which help them recover more quickly following disruption. These sorts of developments are important because disruption cost the airline industry $450million in 2014 but more significantly, it affected some 600 million passengers. Amadeus also has its Travel Audience business which is an advertising platform that draws on consumer data – such as when they research and book trips – to help travel companies optimise their spend. A further standout area for Amadeus is its hospitality solutions technology. The company announced InterContinental Hotels Group as the first name for its Guest Reservation System in 2015 and says it plans to have the technology rolled out to all hotels in the group later this year or in early 2019.

Sabre has its own hospitality ambitions. The company announced the development of Sabre Content Services for Lodging a year ago. It’s a platform that will aggregate hospitality content from a number of sources, both GDS and non-GDS, and alternative accommodation. In August, the company announced the addition of booking.com listings to the platform. The technology, which is being integrated in Sabre’s other tools, including corporate booking tool GetThere and mobile trip companion TripCase, enables comparison of the various types of accommodation. More recently Sabre unveiled Business Travel Services Suite for corporate hotels. The technology combines elements such as contract management for hotels and an RFP tool for travel managers to make bids. The list of developments mentioned above are just some of the recent announcements from the distribution specialists which highlight areas they work in that are not always obvious. Where an area is not mentioned it does not mean a specific GDS does not have those capabilities.

IBM Travel Manager will provide travel managers with better visibility on actual spend but also help them predict travel spend in the future"

Diversification time

One of the strategic growth businesses for Amadeus is, for example, payments. It recently announced its Agent Pay system was being taken up by Finnair for its call centre agents to take payment from travellers more securely, via a link sent to smartphones, tablets or PCs on email or text. Similarly, its Airport Pay technology enables travellers to make payments for ancillaries such as priority boarding and excess luggage at the check-in desk. Another example might be Travelport’s Rooms and More content solution which aggregates content and enables agents to compare pricing for different options. The company is building up a similar proposition for car rental. 

THEBUSINESSTRAVELMAG.COM

GDS_1.indd 35

9/26/18 01:44 PM

GDS INNOVATION

Developments such as these demonstrate the evolution of the GDS and their strides to innovate in the rapidly changing travel landscape. All three have also found other ways to innovate and work with startups to ensure they are keeping an eye on future trends and developments.



New beginnings

Sabre Labs was launched in 1996 and is the innovation team that looks at how emerging technology might impact travel over the next decade. The company has just recruited former Google director of engineering Sundar Narasimhan as SVP and President of Sabre Labs and product. Narasimhan will be Boston-based where Sabre is opening a new office to expand the Labs. Travelport unveiled its own Labs as an accelerator programme for startups in mid2015. It has had five intakes of startups but is now taking a break as the focus turns to other innovation projects. Amadeus also has a number of ways it dabbles in innovation including its Amadeus Venture arm which has invested in more than ten startups including Yapta and Flyr. Last year it identified six key themes as potentially disruptive to travel and will align its support for startups working in those particular

The global distribution systems will continue to aggregate content even in an NDC world, as well as finding new revenue streams – which is already apparent” areas, which include extended content, blockchain and messaging. A further area of innovation for Amadeus is its partnership with Accenture which enables airlines to rapidly develop and test prototypes at the Dublin-based innovation centre. No one can really tell where all these developments will end up or what the next strategic initiative might be. But a recent report from Dr. Fried and Partner highlighted how airline distribution had evolved more in the past three years than in the previous 20 years. The report, which gathered views from airline and GDS executives, looked at some of the possible scenarios going forward but the GDSs were still predicted to be very much part of the mix. The research sees them as continuing to aggregate content, even in an NDC world, as well as finding new revenue streams, which is apparent from the diverse examples presented above. The argument that the value of a GDS is increasing because of the fragmentation of content and the emergence of new and different channels of distribution certainly holds some weight.

THEBUSINESSTRAVELMAG.COM

GDS_1.indd 36

9/26/18 01:44 PM

Live Travel Space

is the new present

We are creating a Live Travel Space for all industry players to grow, connect and delight travellers, fulfilling their every wish in real time. The new technologies in the Amadeus Travel Platform deliver a personalised offer to your business travellers. Join us in the Live Travel Space! www.amadeus.com/livetravelspace

Untitled-2 1

Untitled-3 1

27/09/2018 14:37

9/27/18 02:58 PM

SUSTAINABILITY

[ ACTIONING CHANGE ]

STEP BY STEP… By capitalising on the increasing trend for individuals to think green in their personalise lives, businesses can change the way staff think about their travel choices, says Roger Gardner

t is very easy to view action on sustainability as someone else’s problem. Governments will set rules, manufacturers will make greener products and companies will tighten environmental policies. By relying upon those who influence our business travel choices to keep doing more and better green things, we risk losing any sense of personal responsibility. However, let’s be clear, it is the decisions we all make – whether bound by the guidance of companies or not – that cause environmental degradation. Small things matter in the world of sustainability. There is a lot that we can all do to set examples and change cultures. Witness how single-use water

bottles are being progressively replaced by people bringing in their bottles from home. If you want a top-up, there are companies such as Brita that produce sustainable water dispensers for the office, and when out and about refill.org will help you find a refill station across the country. Much the same is happening with coffee cups as we are encouraged to carry our own. In the same vein, digital meeting papers and reports and increased use of white boards all help to reduce day-to-day waste. You will be thinking that such savings represents a drop in the ocean compared to a couple of choices to fly intercontinental for business. True, but behavioural change is incremental and if we don’t adopt smaller green practices we are unlikely to apply that philosophy to large decisions. If you are tempted to forego a three-day trip and opt for a videoconference instead, a predisposition to think green can tip the balance. Similarly, you might

Small things matter in the world of sustainability. There is a lot that we can all do to set examples and change cultures” opt to take the train instead of driving to that appointment. Better still for a city centre meeting, choose a bicycle scheme instead of a taxi. It is encouraging to see there is an increasing connection between home living choices and business choices. The growth in electric vehicles is spurring the provision of more office charging points and the growth in green employee car schemes. If you are one of the growing band who like to cycle at weekends, you are more likely to hire a bike in foreign cities. The care we take to cut home electricity bills by turning things off also translates to the office. These individually small steps add up in terms of carbon emissions and encourage a virtuous circle in behaviour. CSR programmes are now pervasive within larger business but companies tend to offer lower rewards to those who seek to work in this area or on green projects than the core business. It is imperative that companies give due weight and reward to the actions of people who bring their green practices to the office, apply them when travelling or wish to make this part of their career. 'Green' should not be seen as a commendable if tangential choice; it should be pursued as part of company DNA and as a key business objective. The bottom line is that we are all aware that future generations need us to be more environmentally responsible now. Giving encouragement to small green actions is a significant part of winning hearts and minds and then applying that thinking to our bigger decisions.

THEBUSINESSTRAVELMAG.COM

Sustainability.indd 38

9/26/18 01:45 PM

Connecting the dots on global travel programmes 182

181

183

180

176 171

169

168 166 165 163

162

159

161 158 160

157

177 175

179

187 3

188

174

172

167 164

173

186

178 170

185

184

189

156

190

5 7

20 19 21

18 24

33 34 31

35 36 37

48 65

191

155

195

197

100

199

202 204

198

201

108

200

205

107

101 102

109

126 127

113

125 115

128

153

130 132

150

137 148 147 146 145

140 141

144 143

134 136

138 139

93 94

90 88 89

80 83

117

131

118

122

82 206

207 208

212

120

210

209

223 213 222

219

119 121

116

123

87 86

51 52

211

133

135

149

114

124

129 151

112

111

98 97 103

104 105

106

110

152

70 74 73

63 62 61

194 196

203

192

193

154

22 25

221

220

217 215

218 216

231

214 224 225 228 226 232

227 229

230

142

Get the full picture of this global organisation at directatpi.com

Untitled-5 1 Untitled-3

20/09/2018 14:36 9/21/18 04:44 PM

FIVE WAYS TO...

[ FIVE WAYS TO... ]

BE A SAFER DIGITAL TRAVELLER Protecting your company data while on the go is of paramount importance. Peter Barker of 3M shares some tips and tricks

PRYING EYES ,

NETWORK SAVVY Many free wifi networks are unsecure, hence that message that says ‘your information may be viewed by other people’, which pops up when you log on. For safety, use your corporate virtual private network (VPN) access or even a mobile phone network. Think carefully before using a public USB charging hub too – mobile power packs are much safer. Digital thieves scan for victims, so turning off wifi and Bluetooth when not in use is always a good idea.

SURF SAFELY ,

Https sites are encrypted and so safer to use than http sites. It goes without saying to never open a suspicious-looking email or message on apps, though when we are on holiday or jetlagged we often let our guard down. Also, never announce travel plans digitally: turn off location-tracking apps and save social posts until you're back at base, instead of advertising absence to potential housebreakers.

If working on a train, aircraft or another public place is unavoidable, make sure that screens are not easy to view. ‘Visual hacking’ has been shown to be easy and fast. The Global Visual Hacking Experiment (carried out by the Ponemon Institute in 2016 and commissioned by 3M, the science-based technology company) found that visual hacks were successful in 91% of attempts, with half taking 15 minutes or less. Screensavers and automatic log-ins after a period of inactivity are a good idea. Also, think about installing privacy filters on laptops, tablets and smartphones. These make it difficult for a screen to be viewed unless straight-on and at close range.

GET PHYSICAL BE PREPARED ,

Preventing digital devices from being stolen is obviously important, and most of us already know it is good practice to keep our electronics in our hand-luggage, rather than being checked-in to the hold. But make sure that hand luggage is secure is too, although it must be easy for airport officials to unlock if required. Should a laptop or phone be stolen, it is a good idea to have a note of who to contact to cancel any subscriptions and other sensitive data.

Do all those potentially sensitive documents really have to be on your laptop? Instead, move files you don't need to secure cloud storage or a password-protected hard drive. Use the built-in password protection options on software such as Microsoft Excel and carry out any software updates that are due for installation, because outof-date software can be vulnerable. Discard any old apps too, as they can also be an entry point for hackers and malware.

Digital thieves scan for victims, so turning off wifi and Bluetooth when not in use is always a good idea”

THEBUSINESSTRAVELMAG.COM

5 ways to.indd 40

9/21/18 04:24 PM

ADVERTISEMENT FEATURE

[ GWR OFFERS ] 57 new class 800 Intercity Express trains, introduced from October 2017, and 36 new class 802 IETs, which began rolling out this summer Up to 24 % more seats than current high-speed trains* Free Wi-Fi on board From 2019, there will be faster and more frequent services: Up to 17 minutes faster from London Paddington to Bristol Temple Meads Up to 16 minutes faster from London Paddington to Penzance *Advertising based on an increase of over 18% in train seats in September 2018 compared to the same period in 2017. Correct as of 26/07/18. Selected routes only. Wi-Fi terms and conditions apply. Power sockets available on selected rolling stock only. For full terms and conditions visit GWR.com

GWR Advertorial.indd 50

ARRIVE READY... With more seats, free Wi-Fi and power at every seat, GWR have listened to their business customers and are helping them make the most of their travelling time

reat Western Railway (GWR) help over 100 million passengers a year reach their destinations. They serve the South West of England and South Wales with their high speed long distance, commuter and regional services. GWR are currently undergoing the biggest fleet upgrade in a generation, and have introduced brand new Intercity Express Trains (IET) as well as Electrostar trains in the Thames Valley. “By engaging with our customers and listening to their feedback we have delivered an enhanced working environment including plug sockets at all seats and complimentary Wi-Fi to help business travellers arrive ready”, says Amanda Burns, Head of Sales and Marketing at GWR. As you step into the new IETs, you can immediately experience how much has changed… for the better! There are not only more seats – GWR IET capacity has increased by over 18% year on year - but also more tables, perfect for catching up with your colleagues. The overall impression is of a clean, airy and modern space. As soon as you sit down to do some work on your way to a meeting, you’ll notice how much more space there is for your legs, the power socket at every seat and the important free Wi-Fi.

All IETs have an onboard trolley service if you feel peckish or need a caffeine fix whilst going through a presentation. Some selected long-distance services even offer sit-down meals in their Pullman carriage. If you're after a more exclusive experience, GWR’s First Class service gives you access to First Class lounges in London Paddington and Cardiff Central stations. On board, you will enjoy faster Wi-Fi and complimentary drinks and snacks served at your seat. So, to put it in one of their business customers words – Christian Rohlff, founder and CEO at Oxford Bio therapeutics “On the train… it is relaxing ‘me-time’ – catching up on e-mails and preparing myself for meetings. Looking out at the beautiful countryside always put me in a good frame of mind too”.

Book your business trip with your TMC or at GWR.com

9/26/18 10:50 AM

RAIL TRAVEL

Getting back

ON TRACK The UK's rail network is rarely out of the news these days, but things are looking up for passengers, says Dave Richardson 42

THEBUSINESSTRAVELMAG.COM

AH subbed Rail travel feature.indd 42

9/26/18 01:48 PM

RAIL TRAVEL

here is light at the end of the tunnel, so to speak, for business users of the UK's rail network, despite a summer in which it has rarely been out of the news. After a period of disruption on some routes caused by staff shortages and overambitious timetables, the rail industry badly needed some positive spin. But then came the announcement of another round of annual fare increases that will take effect from January 2019, followed by another “own goal” with postponed completion of Crossrail. But there is also positive news for rail passengers as operators and the government pour in the pounds to upgrade the network and their products.

The image of rail travel has certainly taken a knock this year, but with congested roads and few competing air services, business travellers often have no choice. That said, for many it remains their preferred method of transport thanks to the benefits associated with it, including being able to work onboard and wifi connectivity, stations conveniently located in city centres, and none of the queues or stresses associated with air travel. Consultant Nick Hurrell of 3sixtyglobal says: “Cost savings and efficiency are the drivers for many businesses, and you can work on a train. On major routes such as London to Edinburgh where there is a choice of flights or rail services, the

London to Edinburgh, where there is a choice of flights or rail services, the journey time by train is coming down to four hours and that could be four hours of productive working time” journey time by train is coming down to four hours and that could be four hours of productive working time. Cost savings and carbon efficiencies are less transparent. “Carbon savings when travelling by rail are not the driver that 

THEBUSINESSTRAVELMAG.COM

AH subbed Rail travel feature.indd 43

9/26/18 01:48 PM

Connecting business across the UK Arriva UK Trainsâ&#x20AC;&#x2122; network reaches far and wide; CrossCountry, Chiltern Railways, Grand Central and Northern operate a range of services, from rural commuter lines to long distance and inter-urban journeys. Arriva UK Trains connects the three countries of Great Britain and collectively runs 3,230 services each weekday.

Aberdeen

We will always go the extra mile for our customers.

Glasgow

Edinburgh

Newcastle Sunderland

Carlisle Barrowin-Furness

Delivering great service, on great journeys across Great Britain.

Blackpool

Middlesbrough Scarborough

York Preston Leeds

Hull Grimsby

Manchester Liverpool

Doncaster Sheffield Lincoln Stoke-on-Trent Nottingham

We provide great value and enjoyable journeys that help remove the limits on where businesses can go.

Birmingham

Oxford

Cardiff

Aylesbury Stansted London

We are passionate about making sure that your journey with us is a great experience.

Bournemouth

Guildford

Penzance

Explore ways to make your business rail travel more effective â&#x20AC;&#x201C; connect with us at: arriva.co.uk/uk-trains

AH subbed Rail travel feature.indd 44

9/26/18 01:48 PM

©TransPennine Express

RAIL TRAVEL

 they were a few years ago, and the emissions savings claimed can be misleading as on some routes, you don’t know if you will get an electric or a diesel train.” Hurrell adds: “The government says bimodal trains are the way forward, but they are not so ‘green’ and can be slower than the older trains they replace.”

“Rail providers need to think carefully about how they bring value to corporate travel – though in most cases rail operators’ customer satisfaction ratings do not impact negatively on their ultimate financial performance, unlike many other business models,” adds Geall.

Time is of the essence

Despite current uncertainties and disappointments, massive investment is underway by the government and by train operating companies (TOCs) as part of their franchise agreements. The Rail Delivery Group claims that the private sector will have invested nearly £14billion in new trains over the five-year period from 2016 to 2021, with many operators increasing capacity and some courting business travellers with more at-table seating and better wifi access. TransPennine Express has exciting plans that will transform business travel between Northern cities and from the North to Scotland, as new trains are introduced over the next two years.

Jason Geall, Vice President and General Manager, Northern Europe at American Express Global Business Travel, believes punctuality and comfort are key to keeping business travellers happy. “Recent events have seriously affected rail’s image – delays, timetable changes, strikes and seat availability are all concerns for business travellers. This can result in people losing confidence in the reliability of rail travel and seeking alternative travel modes,” he says. “Business travellers need assurances they will get to their destination on time, and that they will get a seat and travel in an environment suitable for working.

Investment in the future

ScotRail too is introducing business-style trains between major cities and electric trains between Edinburgh and Glasgow, while Caledonian Sleeper and Greater Anglia are among other operators with eye-catching investment schemes. Great Western will complete the introduction of new bimodal high-speed trains in the next few months, although a planned timetable revamp in December has been postponed as it has been by some other operators too. Passengers can expect more seats, better onboard facilities and shorter journey times, saving as much as 

Despite some current uncertainties, there is massive investment underway from both the government and from train operating companies as part of their franchise agreements” THEBUSINESSTRAVELMAG.COM

AH subbed Rail travel feature.indd 45

9/26/18 01:48 PM

©First Hull Trains

RAIL TRAVEL

 14 minutes between London Paddington and Penzance stations once the new timetables are introduced in 2019. The first new all-electric or bimodal trains on the East Coast route are due to be introduced in December, but not by Virgin Trains which had to give up its franchise after encountering financial problems meeting premium payments to the Department for Transport. The route is now back in the public sector and operated by London North Eastern Railway (LNER). Its first branded services departed London King's Cross for Edinburgh at the end of June, marking the return of the historic LNER name after an absence of 70 years from the UK's rail network.

Development delays

Some long-term infrastructure projects are not faring so well. The new east-west rail route under London, to be called the Elizabeth Line, was due to open in December but will not now open until autumn 2019 at the earliest, and probably some time in 2020. Costing over £15billion – including an extra £650million pumped in during 2018 – the Elizabeth Line is thought to be the biggest civil engineering project in Europe. When the project finally comes to fruition it will help relieve congestion in the city and enable passengers to travel from Heathrow Airport to central London and 46

Canary Wharf in around 28 minutes and 40 minutes respectively. Critics of the massive investment required to create the HS2 high-speed route from London to Birmingham and the North have seized on the Elizabeth Line setback to predict that HS2 will also be late and over-budget. Perhaps the postponement is just as well, bearing in mind the chaos that accompanied the revamp of the north-south Thameslink

LNER's first branded services departed London King's Cross for Edinburgh in June, marking the return of the historic LNER name after an absence of 70 years from the network” route through the capital. What the rail industry needs is a series of wins that capture hearts and minds as well as wallets.

Fair fares?

Savvy businesses can at least save money on their rail spend by adopting smart travel policies and engaging specialist corporate booking and management tools. One such platform, Evolvi, can demonstrate that average ticket prices booked through

its system are still going down despite the annual increases, a trend that can in part be attributed to tighter corporate travel policies and better booking behaviour from business passengers. However a new threat is emerging in an overhaul of the fares system announced by the Rail Delivery Group, which brings together train operators and Network Rail. With public consultation having ended in mid-September and an announcement due by the year's end, the expectation is that eye-catching reductions in some fares will be matched by increases in others – quite possibly fares during peak morning and evening commuting hours – as RDG wants the exercise to be “revenue neutral”. Melanie Glass, Head of Client Services at Evolvi Rail Systems, says: “With news that mandated rail fares are likely to rise by an average of 3.2% next year, the value of booking tools that present best available fares and optimise travel budgets is yet again underlined.” She continues: “The RDG consultation on rail fares regulation and reform is welcome because everyone recognises that the current structure, with 55 million different fares and the associated complex rules, causes unnecessary confusion, adds cost to UK businesses and undermines trust in train operating companies.” Glass adds: “As we move towards a more cashless, mobile ticketing environment 

THEBUSINESSTRAVELMAG.COM

AH subbed Rail travel feature.indd 46

9/26/18 01:48 PM

AH subbed Rail travel feature.indd 47

9/26/18 01:48 PM

Evolvi W

RAIL TRAVEL

If we are to keep current fare types, greater flexibility on Advance fares would be a big step in the right direction, and allow corporates to be more flexible in terms of their policies”  requiring less human intervention, there may be opportunities for efficiencies that are not being fully taken into account at an operational level. “At a time when the government is committed to delivering frictionless travel through a smart ticketing environment, it surely makes sense to factor in these efficiency gains as part of the simplification process, rather than applying a formulaic approach to future fares increases.” Evolvi’s concern about possible fare increases is echoed by the wider industry, including ITM industry affairs group member Will Hasler who is Business Travel Manager at PwC. “The objectives of this review are admirable, but we need lower fares from A to B and train operators will look to recover loss of revenue elsewhere,” he says. “At peak hours train operators can charge what

they like as trains are full, and this review will not address capacity issues.” He adds: “It would be good to get rid of anomalies such as split ticketing, and there may be better availability of off-peak fares.”

Pricing transparency

The GTMC’s Chief Executive, Adrian Parkes, says the 3.2% average fare increase to be imposed on regulated fares from January was not justified by falling passenger satisfaction levels with rail travel. “It’s not only rail fares that need simplifying but refunding processes also need to be streamlined,” he says. “It’s no

coincidence that among our five finalists for the inaugural Entrepreneurs In Business Travel Award was a tool to facilitate just this, by Railguard.” Parkes adds: “What would make a greater, more positive impact would be providing a framework that allows genuine competition, making fares more closely aligned with the marketplace and ultimately improving services for everyone.” Capita Business Travel and Events' Head of Rail and Ground Proposition, Josh Collier, also seeks greater clarity on fares. “I would like to see simpler, transparent pricing that guides the customer to the most costeffective fare available to them, removing loopholes such as split-ticketing, although this won’t be addressed without the need to increase fares on well-known split-ticketing routes,” he explains. “If we are to remain with current fare types, greater flexibility on Advance fares – for example by allowing travellers to catch the train immediately before or after the one booked – would be a big step in the right direction, and allow corporates to be more flexible in terms of policies.” Raj Sachdave, a rail expert who runs the Black Box Partnership consultancy, says there is no guarantee that train operators would adopt the findings of the review, being bound by franchise commitments. “Could we see the start of a fares strategy  that is pence per mile?” he asks. “Or a

THEBUSINESSTRAVELMAG.COM

AH subbed Rail travel feature.indd 48

9/26/18 01:48 PM

Untitled

Evolvi WS 210x275 Ad 5.18.qxp_Layout 1 24/05/2018 11:30 Page 1

The market-leading rail API

When content aggregators, global distribution systems, expense management tools and travel management portals look to integrate UK and European rail in their online platforms, they turn to EvolviWS. Our API delivers the widest range of UK rail fare types and all available fulfilment options, access to the top city pairs across Europe, and instant availability of new functionality. We also lead the way in rapid co-development, helping world-renowned travel brands create bespoke rail platforms tailored to the needs of their clients.

More information To find out more about the EvolviWS API, please contact our web services team on evolviws@evolvi.co.uk or go to evolvi.co.uk.

www.evolvi.co.uk Untitled-2 AH subbed 1Rail travel feature.indd 49

13/07/2018 15:55 9/26/18 01:48 PM

A R R I V E R E A DY F O R B U S I N E S S

With more seats, free Wi-Fi and power at every seat, travel time neednâ&#x20AC;&#x2122;t be wasted time. Book your business trip with your local TMC or at GWR.com

Advertising based on an increase of over 20% in train seats in April 2018 compared to the same period in 2017. Correct as of 27/04/18. Selected routes only. Wi-Fi terms and conditions apply. Power sockets available on selected rolling stock only. For full terms and conditions visit GWR.com

AH subbed Rail travel feature.indd 50

9/26/18 01:48 PM

RAIL TRAVEL

[ DELAY REPAY ]

 cap on regional journeys versus inter-city, made up of specific ticket types that almost follow the airline industry’s approach such as fixed, semi-flexible and fully-flexible, or fares specific to one train operator or route? “Let’s be bold and work on the premise that Anytime open tickets are phased out and there’s a move to single leg pricing using these three categories. But there needs to be a look at how revenue is allocated and shared among operators, who are offering a confusing 55 million fares across the network,” says Sachdave.

Making it mobile

Faster introduction of mobile ticketing is another demand made by the business travel industry, and it remains a concern that this may only be available through train operators’ websites and not through major online booking platforms. Virgin Trains, for example, is moving towards 50% of the tickets it sells via its digital channels being issued electronically, including season tickets. “Mobile ticketing is dependent on investment and development by train operators,

who are at differing stages of progress,” says Amex GBT's Jason Geall. “There are restrictions on mobile ticket types, as well as station infrastructure challenges, so full roll-out still seems a long way off.” The GTMC’s Adrian Parkes says that mobile ticketing could help train operators simplify the fares system. “Mobile ticketing can support business travellers, buyers and travel managers in delivering an efficient rail travel programme. This poses as an opportunity for rail operators to deepen their insight into the thoughts and needs of the business traveller, therefore converting more to rail travel.” Watch this space.

Mobile ticketing is dependent on investment and development by train operators who are at differing stages of progress, so full roll-out still seems a long way off ”

Companies could claw back around 3% of their rail spend simply by reclaiming delay compensation they are entitled to, according to Railguard, a software company that won the GTMC’s new Entrepreneurs In Business Travel Award. That figure could double within a few years as many train operators become liable to pay compensation after a delay of only 15 rather than 30 or 60 minutes, as part of new franchise agreements. But first businesses have to decide whether to reclaim the money themselves or allow their employees to keep it, and views vary. Capita Business Travel and Events has become the first TMC to partner with Railguard, with a user-friendly mobile app and communications to motivate travellers into the simple action required to activate a claim. The service will also reconcile and report delays and successful claims, with monies credited back to the traveller’s organisation rather than the individual. An analysis of customer bookings in 2017 found that around 2.5% of rail spend was eligible for Delay Repay compensation, but this could rise to 7% by 2025. Railguard works exclusively through TMCs, whereas a similar operation, Travel Compensation Services (TCS), deals directly with both passengers and TMCs, including Clarity with whom it has recently partnered. In the first three years since TCS started in August 2013, it processed 865,309 claims, of which 546,813 were automatically settled. Of those not settled, it achieved £1,273,186 in cost reductions, with 246,168 customers. PwC’s Will Hasler says: “We allow our staff to keep the compensation, and as three quarters of them work in London, many are already using it. As the compensation threshold is reduced to 15 minutes you could end up claiming almost every other day, and train operators often claw it back from Network Rail.” Business travel consultant Nick Hurrell adds: “An automated system makes complete sense, but how will it work with Evolvi or Trainline? If you book through the Virgin Trains website then Delay Repay is in your bank account within three hours.”

THEBUSINESSTRAVELMAG.COM

WR.com

AH subbed Rail travel feature.indd 51

9/26/18 01:48 PM

STAY AHEAD OF THE COMPETITION Travel TransPennine Express for your next business trip and you’ll enjoy free Wi-Fi, onboard entertainment and power sockets at your seat. Our trains travel directly to the heart of major cities, so you can get from platform to pitch without a traffic jam or airport transfer in sight. And this is just the beginning. We’re set to increase our train services linking the largest cities in the North and Scotland by 55%, meaning more chances for you to get connected and close new deals – all at over 100mph. Book tickets in advance and save 50%.*

TPEXPRESS.CO.UK/BUSINESS

*Savings are calculated by comparing Advance Purchase Standard single ticket fares for 300 TransPennine Express journeys, purchased before the day of travel to the equivalent price of an Anytime Standard single ticket. Subject to availability. Full terms and conditions at tpexpress.co.uk

Untitled-3 1 TBTM Magazine 210x275 221217.indd 1

06/09/2018 10:26 9/24/18 12:45 PM 16/01/2018 15:47

TECHNOLOGY

[ RAIL DATA ]

THE NUMBERS ADD UP It might not have a very inspiring name, but the new Joint Rail Data Action Plan could bring about a revolution when it comes to planning train travel. Linda Fox reports

lans are under way to make more rail data available so that intelligent applications can be developed to improve the passenger experience through better information. The government and Rail Delivery Group announced the Joint Rail Data Action Plan in August, pledging a future of greater collaboration between train companies and technology specialists. Part of the initiative is making more information on services and delays available, including improvements to on-board notifications. In addition, better use of data should help rail companies identify and fix issues in advance. The rail industry must also attempt to remove barriers to sharing information through standards for how data is collected, stored and published. Rail technology specialists say the action plan is recognition from government that digitalisation can go a lot further to improve the passenger experience. Andrew Cantrell, Director of IT at Evolvi Rail systems, says: “The action plan appears to demonstrate a growing willingness to share data that can unlock innovation among technology and ticket issuing system providers. We have been pushing for access to more data for some time and we very much welcome this commitment.” Cameron Jones, Chief Commercial Officer of SilverRail Technologies, believes demand has built up for a more joined-up system as consumers rarely take just one mode of transport. “This is creating an interesting opportunity for rail to own the end-to-end travel experience,” he says. “We are seeing more train operating companies interested in helping customers achieve this and by helping travellers to solve the first and last part of their journey.” Some of the benefits of creating a more seamless journey for travellers are already being seen.

Cantrell, for example, says that live train running time and platform information, is available via the Evolvi app. He adds that one area of concern for rail passengers is accurate information during times of delays and disruption. “The commitment to provide more granular detail should improve the information we can serve up to passengers but may also spawn more intelligent systems offering travel alternatives,” he says. Making new data sets available should also enable greater personalisation for users, which will be especially useful for business travellers who can be tied to travel policies, says Cantrell. “The point here is that the more open the rail industry can be, the more likely it is that operators will also gain from the innovation which is driven by digitalisation.” Jones says the results should be seen pretty quickly, with passengers being more in control and better able to make decisions. He agrees that innovation will arise from the wider availability of data. Both point to Darwin, a national database already providing arrival and departure times, platform numbers, delay estimates and other train information as a good example of work that has already been done. Jones adds: “There is still room for improvement. You could make it more

The commitment to provide more granular detail should improve the information we can serve up to passengers” accurate and share more of the actual realtime data like the train’s GPS location. You could even maybe include video footage of incidents, so travellers can add their own personal experience and logic to influence their travel decision.” He envisages a future where apps might know the 'status' of a passenger’s journey before they even leave home

THEBUSINESSTRAVELMAG.COM

Technology_V2.indd 53

9/21/18 04:37 PM

TALKING TRAVEL

Life at the limit

SIR CHRIS BONINGTON S

Angela Sara West talks to Britain’s best-known climber about his six death-defying decades of fearless firsts, conquering everywhere from the Eiger to Everest

ir Chris Bonington has enjoyed an impressive career as a climber and photo-journalist, exploring the world’s highest and wildest mountains, scaling supposedly impossible slopes and leading some of the greatest expeditions of the 20th century. From China’s challenging Kongur and the world’s highest active volcano in Ecuador, to hunting with Eskimos in Canada and discovering “yeti footprints” in Tibet, he also accompanied the army’s first descent of Ethiopia’s Blue Nile, shooting dangerous rapids, surviving close calls with crocs and even being shot at in an ambush. The legendary mountaineer made the first British ascent of the north face of the Eiger, led the expedition that first conquered the south face of Annapurna (the most difficult Himalayan climb at the time) and the first on Everest’s southwest face, realising a lifetime ambition upon reaching the summit with a Norwegian expedition ten years later. “At the time, the Eiger was a huge challenge,” says Bonington. “It also gave me the opportunity to lead the life I’ve led ever since. It was a fascinating and frightening mountain because the death rate is very high. I’d also made quite a few attempts on it, which failed because we got involved in a rescue or the conditions were wrong. So, it was a very important climb in my career.” Forging lifelong friendships along the way, his relentless journey of discovery has defied adversity, particularly on a previouslyunclimbed Pakistani peak. “The Ogre, in the Karakoram, was undoubtedly my biggest epic… On our descent, Doug Scott broke 54

both legs, I broke ribs, the weather broke and we ran out of food,” he explains. His motivation? “I just love climbing and being in the great outdoors… the beauty of the hills and mountains. I enjoy going to places where people have never been before, and the physical challenge and exhilaration of using your athletic skill to get up the rock face. I love the stimulus of risk, going into risky situations and using your skill and judgement to come out alive.” When not staying in a snowhole or tent, he has a few favourite hotels. “I’m not keen on

My ambition is to make the absolute maximum of life for as long as I'm on this earth” modern hotels, but there are some very nice ones in Kathmandu, such as the Yak and Yeti and Dwarika's, a largish boutique hotel which captures the architecture of the 18th-century palaces. The atmosphere is superb, the food’s excellent and the service is very good.” And airlines? “The Middle Eastern airlines are good. Whether it’s Emirates or Qatar… they’re all comfortable, efficient and courteous.” And this top climber’s travel tip? “Write a checklist – and use it!” Along with his passport, there’s one cherished item Bonington never travels without. “My Kindle is absolutely essential. You can read it anywhere, even in bright sunlight. It’s backlit, so you can read at night without disturbing tent companions.

The problem is charging it, particularly when trekking. You’ve got to have your solar panels,” Bonington adds. He has many souvenirs from his travels. “I’ve tended to bring back a few mementoes and gifts. My late wife, Wendy, played the guitar and loved music, so I’d bring back beautiful exotic instruments.” This year, Bonington set sail on his first cruise as an inspirational speaker aboard a Viking Cruises ship from Australia to Hong Kong. “It was brilliant! The service was magnificent, the food absolutely superb, my fellow speakers were interesting and we made some very good friends among the passengers,” says Bonington. He has since visited the US, Norway, South Korea and Poland, where he presented the Piolet d’Or international climbers’ award at the Ladek Mountain Film Festival. “I had the honour of receiving their lifetime achievement award a few years ago, and they asked me to take part in the festival, showing my film and presenting the award,” he says. Bonington's next challenge? “Getting myself fit again. I’ve had various operations, including a new hip and three stents fitted, so I’m gently rebuilding my stamina by walking and doing a bit of climbing. My ambition is to make the absolute maximum of life for as long as I’m on this earth.” And when it’s time for a break, he heads to his Lake District home or mountain retreat in the south of France. “I’m good at switching off,” says Bonington, but the next adventure is never far from his mind. “I’m always looking forward to getting back to either India or Nepal. I could get up a nice, easy peak!”

THEBUSINESSTRAVELMAG.COM

AH subbed Talking Travel_V2.indd 54

9/27/18 01:50 PM

TALKING TRAVEL

SIR CHRIS BONINGTON Sir Chris Bonington’s forthcoming tour, Life & Times, kicks oﬀ in High Wycombe in November, and includes two joint lectures with Doug Scott and Paul Braithwaite at the Royal Geographical Society in London and Oxford for Community Action Nepal, of which he is Patron. See: bonington.com

THEBUSINESSTRAVELMAG.COM

AH subbed Talking Travel_V2.indd 55

9/27/18 01:50 PM

Business & leisure in equal measure Business stays like

sterminshotel

St. Erminâ&#x20AC;&#x2122;s Hotel, 2 Caxton Street, London SW1H OQW +44 (0) 207 222 7888 www.sterminshotel.co.uk

Take a virtual show round visit www.sterminshotel.co.uk/tour

Untitled-3 1

9/21/18 04:43 PM

THE REVIEW

the

Review [ T h e lowdo w n ]

T H E NE W S & V I E W S THAT REALLY MATTER

[ i n t h e a ir ]

[ on the ground ]

[ me eti n g p lac e ]

Buyers bemoan the hotel RFP process

American Airlines lines up London-Phoenix flights

Hertz celebrates 100 years with Maserati additions

Meetings and events industry tipped for growth in 2019

p58

p60

p64

p65

[ the room r e por t ] CitizenM heads to NYC

p62

O N

T H E

M O V E

The latest industry appointments p66 THEBUSINESSTRAVELMAG.com

Review_cover.indd 57

9/27/18 11:55 AM

THE REVIEW

T H E

L O W D O W N

BREXIT unCERTaInTY sloWs CoRPoRaTE GRoWTH

Buyers take centre stage at GBTa artiFiCial intelligence, chatbots, NDC and consolidation featured strongly across the educational programme at this year's GBTA Convention, but the historic challenge of hotel RFPs was also debated widely. “It’s a long, drawn-out process that comes round every year and it’s a big frustration,” said Ray Greeve, Corporate Vice President Travel, New York Life Insurance Company. “Hotels are now pushing more dynamic pricing but I’m not sure if I’m a proponent of that – it’s like the fox is running the henhouse. You’re getting a percentage off the best available rate but who keeps track of that?” Fellow panellist Isabelle Donovan, Senior Manager, Global Travel and Expense Services at Boeing, said her focus is on promoting self-service travel.

WinGs Travel Management has seen a 15% upturn in travel by its UK energy sector clients since the beginning of 2018, but indecision around Brexit’s trade negotiations has caused slower growth in the business travel sector. “The uncertainty and status quo around decisions by the UK government concerning Brexit trade negotiations has definitely had a knock-on effect in terms of the level of growth we have seen from our UK corporate sector clients,” says Paul East, Chief Operating Oﬃcer, UK/Europe & Americas, Wings Travel Management.

aIrBnB for work expands Beyond core offerInG airBnB for Work is now offering three further services to its business users: Airbnb Experiences for teambuilding activities; Airbnb Homes for offsite meetings; and Airbnb Homes for long-term relocation services. It is also introducing HOMEpage, a tool for travel managers that allows companies to streamline how employees search for and book listings. Over 700,000 companies worldwide have had staff use Airbnb for Work.

[ NEWS IN BRIEF ] >> Australia-based CORPORATE TRAVEL MANAGEMENT (CTM) has posted its strongest set of full-year results to date, with CTM Europe again named its best performing region by growth percentage >> INNTEL'S Chief Executive Douglas O'Neill has been awarded the Business Travel Service Award by the GBTA for his contribution to international travel management >> SAP CONCUR has enhanced its Concur Locate tool after users of the traveller safety tool grew 122%. New functionality capabilities include TripLink expansion, Uber for Business and TripIt Pro features >> FCM has upped its presence in the Middle East by signing partnerships with agencies in Algeria and Kuwait.

“We had forecast seven to ten percent growth, but so far this year we have only experienced three to five per cent”, adds East. Wings also reports a ten percent increase in clients travelling to the Far East, in particular to Singapore, Hong Kong, Japan and Vietnam, as they seek to explore new business opportunities. Additionally, booking patterns for financial services clients have shifted as these companies are increasingly opening new oﬃces in the Netherlands and Belgium, while retaining a London-base in preparation for post-Brexit, the TMC reports.

48%

of managers have concerns about use of private rentals

Nearly half of managers (48%) have concerns about the safety implications for their staff if staying in a private property on a business trip, according to research from ABTA. 53% of managers are also concerned such accommodation may be of low quality

THEBUSINESSTRAVELMAG.com

AH subbed The Lowdown.indd 58

9/27/18 02:43 PM

THE REVIEW

T H E

IN BRIEF CTI rebrand

Travel management company CTI has rebranded as Amber Road as part of its ambitious growth plans. The company aims to double turnover in the next three years, underpinned by continued investment in its staff and sourcing the latest technology to enhance the passenger travel experience.

Payment solutions

LateRooms.com Business has partnered with Diners Club to introduce a new payment facility. The Business Statement Account aims to bring more speed and simplicity to managing business accommodation. It provides a single way to book and pay along with a single monthly statement.

L O W D O W N

Trio of TMCs post significant growth

Travelport and IBM introduce AI

Diversity Travel and Corporate Traveller have notched up significant new business volumes in their respective financial years, while Travel Counsellors has reported an increase in sales over the first half of the year, driven by a surge in demand from the corporate sector. Corporate Traveller, which serves the SME sector, has ended its financial year with new business totalling £89million. Meanwhile, Diversity Travel has added £10.7million of new business in the last financial year, taking its overall revenue to £69.4million, up from £63.2million in 2017. Finally, Travel Counsellors’ corporate bookings for the first half of 2018 grew 12% to £75million, taking total bookings made so far to £328million. It follows a record 2017 for the company in which it exceeded £500million in sales for the first time.

The industry’s first artificial intelligence-based platform to help businesses manage corporate travel spend has been introduced as part of a technology partnership between Travelport and IBM. The IBM Travel Manager platform is delivered via the IBM Cloud and uses IBM Watson AI to intelligently track, manage, predict and analyse travel costs. The platform features advanced artificial intelligence and provides cognitive computing, predictive data analytics using “what-if” type scenarios, and integrated travel and expense data to help optimise travel programmes, control spend and enhance the end-traveller experience. It features an interactive dashboard offering end-to-end visibility of travel spending, the ability to create alerts and notifications, predictive and pre-defined spending trend analysis, and natural language understanding to analyse text and uncover insights.

Hotels4Homeless

A new campaign, Hotels4Homeless, has been launched by Maiden Voyage Founder Carolyn Pearson. It calls on hotels to donate old bedding and furniture to homeless people as they move into their own accommodation. The Leopold Hotel in Sheffield, Oulton Hall in Leeds and Clayton Hotel at Manchester Airport have all donated items during recent refurbishments.

Careers advice

The GTMC is partnering with Bournemouth University to highlight to students the career paths available in the world of business travel. The GTMC will work with the university to develop specific course content about corporate travel.

NEW data tool joins the dots

Intercontinental Hotels Group has introduced IHG Business Edge, a programme designed to enhance the travel experience for SMEs. It will streamline negotiations, reward loyalty and consolidate data, content and booking

Carlson Wagonlit Travel has introduced a new analytics tool designed to capture all aspects of a corporate’s travel and expense spend. Called Travel Consolidator, the platform combines air, hotel and transport transactions booked through the TMC together with the corporate’s credit card, expense and HR data. It will help travel managers make decisions and save money – up to 7% of travel costs, the TMC claims – by identifying missed savings opportunities and improving compliance. All data is consolidated, standardised, cleaned up and presented on a single platform.

THEBUSINESSTRAVELMAG.com

AH subbed The Lowdown.indd 59

9/27/18 02:43 PM

THE REVIEW

I N

T H E

A I R

STANSTED TARGETS LONG-HAUL GROWTH WITH FIVE-YEAR PLAN

BA CityFlyer bolsters London City presence BRITISH AIRWAYS will add more aircraft and routes and increase frequencies at London City Airport this winter. Four additional Embraer E190 aircraft will join the BA CityFlyer ﬂeet in 2019, taking the total number to 26. The new aircraft will boost capacity from the airport by nearly 20% and enable the launch of new destinations. From November 11, a year-round service will commence to Rome with one-way hand-baggage-only fares starting from £55. Additionally, a ﬁfth daily service will be added to the existing Zurich route on weekdays, and a new service to Munich will commence in March. The new route to Rome takes the number of destinations served by British Airways from the airport to 33.

STANSTED AIRPORT has revealed a ﬁve-year plan to secure direct services to at least 25 new long-haul destinations, including cities in the Far East, India, North America and the Middle East. The airport is targeting destinations that its analysis shows are in high demand by passengers across its catchment area but that it does not currently serve. Cities being targeted include Hong Kong, Los Angeles, Chicago, San Francisco, Tokyo, Singapore, Delhi, Mumbai, Beijing, Bangkok, Manila and Kuwait.

AER LINGUS ADDS TWO ROUTES IN NORTH AMERICAN PUSH AER LINGUS is increasing services to North America from Dublin with new flights to Minneapolis-St Paul (from July 8, 2019) and Montreal (from August 9, 2019). The new services brings the total number of Aer Lingus transatlantic routes to 15. It will also unveil a 'brand refresh' in January and is poised to reintroduce complimentary refreshments for economy passengers and offer free wifi to those travelling on Smart Fares.

[ TAKING OFF ] >> The world’s first Airbus A350-900ULR has been delivered to SINGAPORE AIRLINES. It will be used to operate the world’s longest commercial flight – a 16,700km marathon from Singapore to Newark Liberty International >> CHINA EASTERN will launch a direct London Gatwick to Shanghai service this December with departures on Tuesdays, Fridays and Sundays >> EMIRATES has launched daily services between Edinburgh and Dubai >> BRITISH AIRWAYS will begin direct flights to Osaka, Japan’s second city, from March 31, 2019 >> EVA AIR has taken delivery of its first Boeing 787-9 Dreamliner, heralding the launch of its new Royal Laurel Class business cabin.

“Another ambition is to build a direct connection between the knowledge centres of the ‘Silicon Fen’ and Silicon Valley, similar to what the ﬂight between the airport and Boston is doing for the two areas of bioscience expertise,” says Stansted Airport Chief Executive Ken O’Toole. Recent long-haul successes have included the introduction this summer of Emirates’ daily service between Stansted and Dubai. The airport already provides the most direct connections to Europe of any UK airport.

87%

Satisfaction ranking for Doncaster Sheﬃeld Airport

Doncaster Sheffield has come out top in the annual Which? airport study, being praised for its facilities, short queues and speedy baggage reclaim. Luton was rated worst UK airport for the third year running with a lowly 35% customer satisfaction rating

THEBUSINESSTRAVELMAG.COM

AH subbed In the Air.indd 60

9/27/18 02:44 PM

THE REVIEW

I N

T H E

A I R

IN BRIEF

G T M C U P D AT E

BA Indian access

Adrian Parkes CEO, GTMC

British Airways has partnered with Indian domestic carrier Vistara, giving customers the opportunity to book onward flights to 13 destinations from Chennai, Mumbai and Delhi. Cities featured include Ahmedabad, Amritsar, Goa, Kolkata, Kochi and Pune.

United looks to loyalty

United Airlines has launched United Corporate Preferred, a scheme offering businesses three levels of benefits determined by a corporation’s contract status, revenue and loyalty with United.

Primera adds DC

Primera Air has launched flights to Washington Dulles Airport from London Stansted. The route is operated by one of the airline's new Airbus A320NEO aircraft, which offers full-service premium and low-fare economy cabins. The service joins the airline’s long-haul routes to New York, Boston and Toronto, which all launched earlier this year.

Jet boost for Mumbai

Jet Airways will launch flights from Manchester to Mumbai this autumn with a five-times-weekly service taking off on November 5. The service – which joins Jet's existing UK operations from Heathrow to Mumbai and Delhi – was initially scheduled to fly four times a week but was quickly increased to five flights following high demand.

AMERICAN AIRLINES WILL INTRODUCE A DAILY DIRECT FLIGHT TO PHOENIX FROM MARCH 31, 2019, COMPLEMENTING THE EXISTING HEATHROW SERVICE FROM PARTNER AIRLINE BRITISH AIRWAYS

New Heathrow flights to China powerhouse TIANJIN Airlines has started operating Heathrow’s first direct flight to Chongqing in China, marking the 10th direct Chinese connection from the UK airport. The thrice-weekly service, operated by an Airbus A330-200, will transport up to 81,000 passengers a year and also offer space for 3,744 tonnes of exports and imports to the Chinese economic powerhouse. The flight departs Heathrow on Tuesdays, Wednesdays and Saturdays. Chongqing is part of China's “West Triangle Economic Zone” which includes Chengdu and Xi’an and contributes nearly 40% of Western China’s GDP. “We are tremendously pleased to welcome our tenth direct connection to China”, says Ross Baker, Heathrow's Chief Commercial Officer.

I’ve now been at the helm of the GTMC for just over a year and what a whirlwind it has been. There have been many challenges for our members and industry partners, but I have thoroughly enjoyed my time here. It is a privilege to be working in this great industry of ours, with talented, passionate and dedicated people at every level and in every business. When we all do get a chance to take a deep breath and review the last 12 months, most will be proud of their teams and the way they have delivered consistently in one of the most disruptive of years. At my first GTMC conference last November our agenda was dominated by change; legislation, regulation and disruption. GDPR, PSD2, PCI Compliance and NDC took all the headlines. Add in continual and varied travel disruption and the TMC sector has again proved its exceptional value, with firms guiding clients through these changes while delivering great service and investing in new and exciting technology. I look forward to the next 12 months – it will certainly be a year that will have significant impact on the way we do business as an industry and as a country.

THEBUSINESSTRAVELMAG.COM

AH subbed In the Air.indd 61

9/27/18 02:44 PM

THE REVIEW

R O O M

R E P O R T

BUDGET HOTELS BENEFITING FROM ECONOMIC UNCERTAINTY

Point A plans London and Edinburgh hotels POINT A Hotels will open two new properties in 2019 in Edinburgh and London Kensington, boosting the boutique budget brand’s existing portfolio of seven hotels. Point A Edinburgh is due to open in June and Point A London Kensington is set to open in July. The Edinburgh property will comprise 149 guestrooms and is located close to Haymarket Station. Point A’s Kensington property will be located on West Cromwell Road near Earl’s Court Station. It will feature 103 guest rooms in a new building with a retained late-Victorian façade. Rooms in both hotels will feature luxury Hypnos beds with fabric headboards, plus power showers, 43-inch Samsung Smart TVs and mood lighting.

TRAVELODGE has posted half-year revenue growth of 8% and says it is beneﬁting from economic uncertainty as corporate demand for budget hotels increases. “While the UK continues to face economic uncertainty, demand for budget hotels remains strong and more and more businesses are choosing the budget sector,” says Peter Gowers, Travelodge Chief Executive. However he also adds a note of caution: “The impact of new supply growth and short-term cost headwinds lead us to remain cautious about the immediate

DUAL-BRANDED HOTEL TO OPEN AT HEATHROW TERMINAL 4 THE Arora Group's dual-branded hotel development at Heathrow Terminal 4 is entering the ﬁnal stages of construction and is set to open this October. The Crowne Plaza London Heathrow Terminal 4 and Holiday Inn Express London – Heathrow Terminal 4 will have a total of 761 rooms between them – making it one of the largest UK hotel openings this year – and are located a three-minute walk to the terminal building.

[ OPEN FOR BUSINESS ] >> HYATT HOTELS will open nine new hotels in Africa by 2020, including properties in three new countries for the group: Algeria, Ethiopia and Senegal >> STAYCITY GROUP will open a 212-apartment building in Liverpool this October, its second location in the city >> HILTON has opened a Garden Inn hotel at Birmingham Airport. It is adjacent to the passenger terminal and within walking distance of the National Exhibition Centre >> Aparthotel group NATIVE is opening its ﬁrst Scottish property this October, a 64-unit property in the city centre >> Hilton has opened three DOUBLETREE hotels in three UK cities: Glasgow, Cambridge and Stratford upon Avon.

outlook. Our strategic focus and growing pipeline will position us well as these pressures abate.” The group now numbers over 560 hotels across the UK and has also diversified its offering. “We now offer UK travellers more choice than ever, with a modernised core estate, our premium economy ‘SuperRooms’ and our new ‘Travelodge PLUS’ format,” says Gowers. “The recent opening of our new flagship hotel with 395 rooms in the heart of the City of London is a major milestone,” he adds.

1%-3%

Global hotel rates are set to rise 1%-3% in 2019

Global hotel rates are set to increase by 1-3% in most markets next year according to BCD Travel’s 2019 Industry Forecast. The report suggests the increase in hotel rates is due to demand in growth slightly outpacing supply in most markets

THEBUSINESSTRAVELMAG.COM

AH subbed The Room Report.indd 62

9/27/18 05:02 PM

THE REVIEW

R O O M

IN BRIEF Kimpton London

InterContinental Hotels Group (IHG) will debut its Kimpton brand in the UK this October with the opening of the Kimpton Fitzroy London. The hotel will open in London’s Bloomsbury area, on Russell Square, in the former Principal London property.

Second Glasgow ibis

The ibis Styles Glasgow Centre West hotel has opened its doors following a £11.25 million conversion. The hotel features 137 'bold and vibrant bedrooms' inspired by the city’s music scene, and is the second ibis Styles in the city from the same investment and management team.

R E P O R T

Double hotel opening in Manchester's Lume A NEW 19-storey hotel development named The Lume is now open on Manchester’s Oxford Road, comprising both a Crowne Plaza hotel and a Staybridge Suites property. The Crowne Plaza hotel occupies the lower 12 storeys of the building and features 212 guest rooms, a 120-seat restaurant, bar, 24-hour gym, club lounge and seven meeting rooms with capacity for over 200 delegates. The extended stay Staybridge Suites property is located on the upper seven floors, and comprises a mix of 116 modern studio and one-bedroom suites, each with fully equipped kitchen and views of the city. Staybridge guests have access to a terrace on the 18th floor, a 24-hour gym, laundry facilities and hot and cold buffet breakfast in the ‘Hub’ kitchen.

Cambridge reopens

Landmark Cambridge hotel, the University Arms, has reopened after a two-year, £80million transformation. The 192-room hotel is part of Marriott's Autograph Collection and includes a restaurant, bar, library, event space, gym and underground valet parking.

The Londoner

Edwardian Hotels has unveiled plans to open a landmark hotel on London's Leicester Square. Called The Londoner, its 15 levels will house 350 rooms and 15 suites, five restaurants, a rooftop bar, grand ballroom for up to 1,000 guests, underground spa and two cinema screens. The £300million "complex and ambitious" development is due open in 2020.

CITIZENM OPENS US FLAGSHIP HOTEL IN NEW YORK CITY CITIZENM has opened its US ﬂagship hotel and second location in New York City, heralding the brand's roll-out across the US. The New York Bowery hotel is the tallest building in the district, with over 300 rooms, a cloudM rooftop bar and outdoor terrace with 360-degree views of the city. Guests staying at the hotel can receive room keys quickly via a convenient self check-in and

check-out kiosk. There is also a living room on the lower ground floor featuring double-height ceilings, bookshelves and a round-the-clock canteenM bar at the heart of it. Each room is fitted with an XL king-size wall-to-wall bed, HD TV with on-demand movies, superfast wifi and powerful showers. TVs, lighting and blinds can all be controlled from an iPad.

I T M U P D AT E Scott Davies Chief Executive, ITM

Despite the challenges of jet lag-related woes as I write, I am getting increasingly concerned and obsessed with the implications of, and our alarming proximity to (a Deal Or No Deal) Brexit. The unwelcome news from even the well-connected experts in our industry is that we have absolutely no idea what the scenario will be next spring and even less idea of the ramiﬁcations for business travel. Even our largest supplier partners, global organisations with vast resources, report they are assigning their smartest minds to an almost unknown brief. Perhaps we can take comfort in two things. Firstly, that we’re all in the same situation. Even if you haven’t spent enough time on business-readiness yet, you’re not far behind those who have been on it for the last 18 months. Secondly, the business travel community will respond, adapt and energetically look to add value and ease pain for its consumers. I rather suspect that every article you read from here on in will touch the B-word subject matter in some way and there will be times when you would frankly love to talk and think about something else for a while.

THEBUSINESSTRAVELMAG.COM

AH subbed The Room Report.indd 63

9/27/18 05:02 PM

THE REVIEW

O N

T H E

G R O U N D

FORMER BRITISH AIRWAYS CHIEF TO LEAD MAJOR RAIL REVIEW

Hertz celebrates 100 years with Maserati HERTZ Europe is celebrating its centennial anniversary by adding the Maserati Levante to its European fleet. The eye-catching and stylish SUV is available at selected locations across the UK, France, Germany, Netherlands, Italy and Spain. The vehicle features a number of Hertz yellow touches, including exterior graphics and a unique interior design. The vehicles are backed by Hertz's "Make and Model Guarantee," which ensures customers drive away in the specific model they reserved. The car joins the existing Maserati models in the Hertz fleet in selected markets, which include the Maserati Quattroporte and Ghibli sports sedans.

THE government is commissioning a ‘sweeping’ review of the British railway system following recent timetable woes experienced across the network. Former British Airways Chief Executive Keith Williams is to lead the review which will be the most signiﬁcant since privatisation. He will be supported by an expert challenge panel. The panel will consider ambitious recommendations for reform and plans to implement changes by 2020. It will look at ways to improve the franchise model as

FLIGHT CENTRE BRANDS BOOST GROUND TRANSFER OPTIONS FLIGHT Centre is enhancing its ground transport booking services by partnering with MYCAB and Amadeus, enhancing services for customers of its corporate travel brands, FCM and Corporate Traveller. The new deals mean that clients will be able to use FCM and Corporate Traveller's SEEQA online booking too to buy Amadeus and MYCAB transportation content. MYCAB oﬀers ground transfers in 75 countries.

[ ON THE ROAD ] >> Chauﬀeur service BLACK LANE is now present in 300 cities in 60 countries around the world following the introduction of services in 32 cities including Limerick in Ireland, Como in Italy, Biarritz and Montpellier in France and four cities in Japan >> AVIS BUDGET GROUP has joined The Internet of Things Consortium because of "the critical role that IoT technologies are playing in Avis Budget Group’s strategy to making mobility more ubiquitous, personalised and convenient" >> ENTERPRISE RENT-A-CAR is expanding the availability of its on-demand Car Club vehicles, as its branch in Fratton, Portsmouth, is added to the roster. The vehicles can be booked around-the-clock and opened via a mobile app.

well as improve value for money for passengers and the taxpayer. Transport Secretary Chris Grayling launched the review. While the review is taking place, the government will continue with its ambitious programme of investment of £48billion over the next ﬁve years. “It’s clear that Britain’s railway has seen unprecedented growth and is carrying more passengers than it did a century ago on a fraction of the size. But it also clear it faces signiﬁcant challenges,” says Keith Williams.

3.2%

The potential increase in rail fares in 2019

“The GTMC is disappointed to see the announcement of such high increases to the price of regulated rail fares. It is at odds with the traveller satisfaction levels given the recent period of poor service from some of the rail operators,” says the GTMC's Adrian Parkes

THEBUSINESSTRAVELMAG.COM

On the Ground DPS.indd 64

9/27/18 02:46 PM

THE REVIEW

M E E T I N G

P L A C E

IN BRIEF

A C T E U P D AT E Greeley Koch

Radisson refurb

Following the refit of guestrooms at the London Stansted Radisson Blu Hotel this summer, a £6million overhaul is now entering its final phase. Working in collaboration with Trevillion Interiors, all public spaces will receive a facelift including the atrium space and wine tower bar, along with a new meetings and events reception and breakout area.

Marriott Powers Up

Marriott International is offering a host of rewards for bookings in European hotels under its Power Up promotion. Meetings, events and group stays earn extras including double reward points, and upgrades and late check-outs for every 10 rooms booked. The promotion runs until December 31.

Memorial space

The National Memorial Arboretum in Alrewas, Staffordshire, will open its £8.1million events venue, Aspects, this autumn. It offers up to seven flexible event spaces and will be able to cater for up to 500 delegates theatre-style and dining for up to 300.

Potty for Beatrix

The Lake District's Lindeth Howe hotel – owned for 20 years by Beatrix Potter – has completed a £1million refurbishment and the addition of a new events space. The 'Hill Top' room features nature-inspired furnishings and has capacity for 42 people.

Executive Director, ACTE

Events business tipped for growth MEETINGS and events business will grow between 5-10% in 2019 while the average size of events will also increase, according to the 2019 Meetings & Events Future Trends report from CWT Meetings & Events. The best time for booking meetings and events activity for small groups is 30+ days out, the company advises, while for large groups the sweet spot is 75+ days. Outside of these booking windows, buyers are giving up 5-10% in potential savings, it states. Meanwhile, CWT says airfares in Western Europe are predicted to be the fastest-growing worldwide, up by a projected 4.8% in 2019. CWT has also predicted the top European meeting destinations for 2019. Hamburg, Vienna and Stockholm are among the favourites, while London will remain top choice.

ADAGIO CIRCLES IN ON SOCIAL SPACES APARTHOTEL company Adagio is rolling out The Circle, a new concept to enhance its social spaces and public areas and to bring guests together. The group says it is “redefining” the public spaces in its aparthotels to deliver a “modern and flexible style at different times of the day”. The Circle encompasses redesigned spaces such as shared kitchens, libraries and grocery stores; regular events such as

drinks receptions; and shared guest experiences designed to bring strangers together. Shared kitchens and libraries including items to help guests personalise their apartment – with local trinkets, plants, art and practical items, for example – are a key component of The Circle. Reception areas will present a more informal welcome and common areas will feature book exchanges, board games and large TV screens.

Lately I’ve met with a lot of entrepreneurs and incubation groups at established business travel suppliers that want to fix business travel. They had a wide selection of interests – booking apps, cost savings and supersonic flight among them. There are a lot of good ideas, but they don’t know what will work until clients test them in the real-world. And there the creative process stalls. Few travel managers have the time, energy or internal support to upend the way they do things to try an unproven product. Sure, some will be game. Most, however, will hold off until the kinks are gone. But for big ideas to take hold, customers have to take chances, too. How about forming a focus group where your forward-thinking colleagues test programmes and give feedback. The idea isn’t to change things overnight – you’re just helping providers that are trying to give you what you need, but don't know it yet! Most ideas will never make it, but something may take off. Wouldn’t it be great to know you helped shape the next best thing since sliced bread? Don’t stop the creativity. Be part of the solution instead.

THEBUSINESSTRAVELMAG.COM

Meeting place.indd 65

9/27/18 11:50 AM

THE REVIEW

O N

T H E

M O V E

EVENTS OCTOBER 4

ITM SCOTLAND SUMMIT & BALL

JEAN-SÉBASTIEN IRIGOYEN

The Principal Edinburgh itm.org.uk OCTOBER 14-16

ACTE GLOBAL CONFERENCE Paris Marriott Rive Gauche Hotel acte.org OCTOBER 22

AUTUMN SPARKLE PA NIGHT Bankside Hotel, London thebusinesstravelconference.com

CHRIS CROWLEY

BRETT RANCE

JOINS: Traveldoo AS: Chief Commercial Officer FROM: Travelport

JOINS: HRS AS: Vice President EMEA Operations FROM: BCD Travel

JOINS: Fello AS: Operations Director FROM: InterGlobe Technologies

Jean-Sébastien Irigoyen will put the focus on accelerating sales in his newly created role at Traveldoo. Expedia’s travel and expenses arm aims to build on recent R&D investment.

Industry stalwart Chris Crowley will use his extensive industry contacts to help develop HRS’ account management. Crowley is a former ACTE president and ITM board member.

Travel management company Fello has appointed Brett Rance to the newly created role of Operations Director as it aims to build awareness of its premium oﬀering.

LEE O'SULLIVAN

ALEX COUSINS

GLENN CARROLL

NOVEMBER 1

ITM MANCHESTER SUMMIT INNSIDE Manchester itm.org.uk NOVEMBER 5-7

WORLD TRAVEL MARKET ExCeL London, Docklands london.wtm.com NOVEMBER 23

ADVANTAGE SYMPOSIUM ME London advantagemembers.com NOVEMBER 27-29

GBTA CONFERENCE EUROPE Estrel Congress Centre, Berlin europeconference.gbta.org

JOINS: Anvil Group AS: Head of Physical Operations FROM: Management Systems International

JOINS: Reed & Mackay AS: Global Director of Client Services FROM: Corporate Travel Management

Former Royal Marine and security expert Lee O'Sullivan will oversee security operations in his new role for risk specialist Anvil Group. He has worked in security for more than 20 years.

Alex Cousins has joined Reed & Mackay to head up its global account management team. The industry veteran has more than 18 years’ experience in corporate travel.

JOINS: Jumeirah Group AS: Vice-President Sales & Marketing Europe & Americas FROM: InterContinental Hotels Group

Glenn Carroll has been charged with supporting Jumeirah’s global expansion, driving revenue and overseeing European marketing.

DECEMBER 1

THE BUSINESS TRAVEL PEOPLE AWARDS Nominations open! thepeopleawards.co.uk DECEMBER 6

ASAP CONVENTION ETC Venues Bishopsgate, London asapconvention.org.uk

ALSO ON THE MOVE... London Stansted Airport has appointed Steve Griffiths has as its new Chief Operating Officer >> Ramine Behnam has joined Minor Hotels as Vice President Development for Europe, the Middle East and Africa >> VISIONAPARTMENTS has hired Max Thorne, Senior Board Director, and Ralph Büsser, COO, to lead the company's global expansion >> Finnair has appointed Topi Manner as the airline’s new Chief Executive from 2019 >> Steve White has joined Govia Thameslink Railway as Chief Operating Officer >> United Airlines has named Jake Cefolia Senior Vice 1 Head 11/05/2017 15:01 President,13225-Sirius-BritishTravelMag-AD-138x40.ai Worldwide Sales >> Chris Crauford is now of Commercial at Heathrow Express

DECEMBER 11

TBTM CHRISTMAS PARTY Grange St Paul's Hotel, London thebusinesstravelmag.com

FEBRUARY 20-21

BUSINESS TRAVEL SHOW Olympia London businesstravelshow.com

CMY

EXECUTIVE SEARCH AND RECRUITMENT SPECIALISTS Dedicated to the business travel sector info@sirius-cv.com • +44 (0)845 605 9055 •

www.sirius-cv.com

THEBUSINESSTRAVELMAG.COM

On the move.indd 66

9/27/18 02:47 PM

A new business culture Coming to London October 2018 This October Bankside Hotel is set to open on Londonâ&#x20AC;&#x2122;s culturally vibrant South Bank, a neighbourhood that galleries, theatres, cinemas and street food restaurants call home. Their creative spirit has inspired the hotelâ&#x20AC;&#x2122;s 161 bedrooms & suites and public areas; eclectic artwork and handpicked furniture create a residential air throughout the hotel. Hi-tech touches and a collection of inspirational work/live spaces blur the lines between business and leisure. Bankside is well connected, The City is a short stroll over a bridge, plus a host of tube and mainline stations are all within walking distance.

www.banksidehotel.com

Untitled-3 1

Bankside Hotel, 2 Blackfriars Road, London SE1 9JU T: +44 (0)203 319 5988

9/21/18 04:42 PM

YOU’VE GOT THE BUSINESS. WE’VE GOT THE NETWORK. Discover a network of over 160 destinations worldwide with Eurowings.

Book now!

Untitled-1 1 01644_EW_AZ_TBTM_210x275_39L_RZ.indd 1

25/09/2018 12:39 9/26/18 10:49 AM 24.09.18 17:28

small and medium-sized enterprises can punch above their weight when managing a travel programme. Find out how in a guide to

travel management for SMEs Introduction, 70-75 / TMCs for SMEs, 77-80 Spend management, 83-84 / Tools & schemes, 87-92 Duty of care, 94 / Travel policy compliance, 96 / Data, 98 THEBUSINESSTRAVELMAG.com

TBTM Introduction1.indd 69

9/27/18 05:11 PM

SMEs / Introduction

Small but

STRONG

Small does not mean powerless, writes Gillian Upton, who finds out how SMEs can make the most of their travel spend

hat exactly is a small to medium-size enterprise? Definitions vary but sources agree that there are 5.7million across the UK and, typically, each will have less than 250 employees and spend between £500,000 and £2million a year on travel. What they spend it on is not exclusively economy class air tickets and budget hotels – that is a myth. An SME can be a hugely successful hedge fund, for example, travelling with a client in business class or entertaining clients in a luxury hotel. “Small doesn’t mean cheap,” says Tom Stone, established travel consultant who recently joined Nina & Pinta. There may be other reasons for buying premium travel says Claire Collins, 70

Managing Director Corporate Travel at CT Travel. “They want to look after their staff as they may be working as soon as they get off the plane,” she says. What all SMEs share, whatever type of travel is being booked, is a drive to keep costs down. The flat hierarchy of an SME is another characteristic as there are no lengthy committee decisions; quick decisions from the owner mean that implementations and decisions can be acted upon quickly. However, they do lack resources. This manifests itself in not having a dedicated staff member responsible for travel. The booker could be the actual traveller or a receptionist. Travel will not be a priority

and this is where opportunities are lost. They lack the expertise, time and resource to manage their travel spend. SMEs don’t have reams of data on their travel spend either; if they did, they would waste no time in identifying pockets of volume to negotiate discounts with suppliers. Neither do they have spending power to negotiate deals. Says Scott Davies, CEO of ITM: “Some so-called SMEs are actually very large and well-known businesses whose commercial goals simply do not involve large amounts of external travel.” Furthermore, what they do spend can be fragmented as they often don’t fly to key destinations and travel can be more sporadic than in a larger business.

THEBUSINESSTRAVELMAG.com

TBTM Introduction1.indd 70

9/27/18 05:11 PM

Introduction / SMEs

SMEs don’t have reams of data on their travel spend. If they did, they would waste no time in identifying pockets of volume to negotiate discounts with suppliers” THEBUSINESSTRAVELMAG.com

TBTM Introduction1.indd 71



9/27/18 05:11 PM

SMEs / Introduction

A travel policy is a fundamental step in starting to save on travel costs as it drives compliance and will inﬂuence the right behaviour and allow a better price to be obtained” “This poses another hurdle when it comes to negotiating rates for specific locations and then writing a mandate to drive spend to key providers,” says Jonathan Pettifer, Director of National Sales UK & Ireland at Accor Hotels. Even if they do achieve that, the SME still lacks scale. “Unless you spend £1million with British Airways they don’t even give you an account manager,” says Tom Stone. “You’re given a telephone team in Ireland. Even hedge funds will find it difficult to get an agreement without some sort of scale. That’s why schemes like BA's OnBusiness have been put in,” he says. ”Suppliers have finite resources so they’re going to allocate those resources to their biggest customers.” It means that an airline route deal won’t be on the table but negotiated rates might be if the SME can offer evidence that they can switch market share but, again, this proves challenging.



“Employees tend to arrange their own travel within small companies and it can be a challenge to encourage specific booking behaviour such as flying with a chosen airline or staying with a selected hotel brand,” says Accor’s Pettifer. Tony McGetrick, VP Sales & Marketing UK & Ireland at BCD, agrees. “Prove to a supplier that you have control of the spend then they will provide you with the best deals,” he says. “That comes down to how we manage the client’s data to show items such as maverick spend.” The good news is that suppliers want to engage with the 5.7 million SMEs in the UK. ITM's Davies explains: “SME business tends to be much less volatile than global buying corporations, requires less resources to acquire and maintain and, most importantly, carries higher yields.” Suppliers know they can be over-exposed with too many global accounts if lost so they have launched loyalty schemes and reward schemes aplenty to woo SMEs, which offer a range of benefits (see pages 87-92). This is one way SMEs can attempt to save money. Virgin Atlantic, for example, has 2,000 active SME members in its Flying Co scheme and runs one of the longestrunning schemes, starting in 1994. “Their spending power isn’t as good as a multinational,” says Terry Smith, Manager SMEs at the airline, “but they’ve been a vital

part of our airline for a number of years. Some 15% of our business is accounted for by SMEs. The yields we get from SMEs are good; they’re savvy and book more often. Their flat hierarchy is great for a supplier as we can sell a proposition into the decision-maker.” Premier Inn, meanwhile, is looking to double its SME base, says Ed Fotheringham, Head of Sales & Reservations at the budget hotel chain. He acknowledges that, “Everyone had intentionally ignored SMEs for a while and concentrated on the FTSE100 with their multimillion travel spend,” but Premier Inn wants a diversity of different sectors and sizes. Travelodge has a similar strategy, aiming to increase its SME client-base over the next few years, says spokesperson Shakila Ahmed. Luxury hotel operator Corinthia Hotels is also looking to grow its SME client base. “It’s approximately 25% of our corporate segment and targeted to grow over the next five years,” says Carey Duckworth, Director of Global Corporate & MICE Sales. Loyalty schemes are one way to trim costs but partnering with a TMC brings more opportunities to do so (see pages 77-80). Start by letting travellers know what the right thing to do is, which means having a written travel policy in place. It’s a fundamental step in starting to save on travel as it drives compliance and will influence the right behaviour and allow a better price to be obtained. Moreover, a TMC can grasp the big picture of your spend. “It’s all about booking earlier, the time of travel and the choice of supplier, and our duty is to unlock this next step,” says Trevor Elswood, Chief Commercial  Officer at Capital Travel & Events.

THEBUSINESSTRAVELMAG.com

TBTM Introduction1.indd 72

9/27/18 05:12 PM

42936E

TBTM Introduction1.indd 73 42936EYEU_UK_Biz Con_UPG_TBTM Mag_275x210w_Sep_EN_#150.indd 1

9/27/18 PM 24/9/18 05:12 7:36 PM

Looking for a TMC? Find the perfect partnership with Advantage. Advantage Business Travel, part of The Advantage Travel Partnership, is the UK’s largest independent group of Travel Management Companies in the UK. Together with its global division, WIN Global Travel Network, Advantage has over 200 UK TMC locations and global partners in 70 countries, meaning Advantage can be sure to help you find the right TMC for your individual business needs. By using an Advantage Business Travel TMC you will benefit from: ◊

An independent business offering personalised and attentive service around the clock

◊

Access to a global network of TMC partners, through the WIN Global Travel Network

◊

A consultative approach to managing your travel programme, making travel simple

◊

Access to leading technology and consolidated data

◊

The buying power of a combined turnover volume in excess of £3bn

To find out more visit advantagemembers.com. Follow us @AdvantageHQ

Untitled-1 1 TBTM Introduction1.indd 74 Bt Advert for SME feature Business Travel Magazine Oct 2018.indd 1

27/09/2018 14:06 9/27/18 05:12 PM 27/09/2018 13:55:47

18 14:06 8 13:55:47

Introduction / SMEs

The increasing fragmentation of the supplier and travel distribution landscape is another reason to use a TMC as business travel is becoming more complex by the day ” Julie Oliver, Managing Director of Business Travel Direct – who counts 50% of its clientbase as SMEs spending up to £1million a year on business travel – reckons that “anyone spending over £100,000 per annum should be in a managed programme. Just imagine 100 transactions a month appearing on your credit card which you have no information on.” A TMC should be a natural partner but many SMEs have shunned them, preferring to book via online travel agents (OTAs), believing that channel is less expensive than paying a transaction fee from a TMC. Admittedly, the OTA websites and apps are easy to use and the content is rich so it appears to be an easy solution. “But time is money,” points out Andy Hegley, UK General Manager at Corporate Traveller. “You could spend hours trawling the internet for flights and still not be sure if you have found the best fare. Plus there are hidden extras in terms of cancellation or change fees if you book direct.” Moreover, the spectre of duty of care and GDPR are two big considerations today when booking. “GDPR should be a lightbulb moment for the SME as they’re not fulfilling the new data privacy laws,” says Oliver. She believes that the TMC transaction fee prevents more SMEs from using TMCs. “All SMEs see is the TMC fee but look at all the positives. If something goes wrong you have someone to call and take care of the situation. We tick the box on duty of care too. They say, ‘Oh, Barbara in the office takes care of travel’ but they’re paying her £40,000 a year probably and we only cost £20,000 a year.” SMEs will struggle on their own to get the best price as they can’t match the buying muscle of a multinational. Capita’s Trevor Elswood points to the major difference between the two: “Big organisations can leverage expenditure; small organisations



must leverage the TMC's buying power by aggregating volumes.” SMEs may not be able to buy in volume but they can work together through a TMC. “When you are time-poor but have high expectations, generally the best thing you can do is get help from the best partners you can find,” says ITM's Davies. The increasing fragmentation of the supplier and travel distribution landscape is another reason to use a TMC as business travel is becoming more complex by the day and the person taking care of travel is often relatively junior in an SME. Just look at what’s happened to ground transportation, the least sexy part of business travel, over recent years. Uber arrived on the scene and now claims 30-60% savings versus the traditional taxicab with its online booking tool, plus there is Uber Business for savings for corporate users. “We target the SME and we have thousands of them,“ says Kristi Kucharski, Enterprise Partnership Lead at Uber Business. “It doesn’t matter if you’re a company of ten or 10,000, we offer a bunch of controls which add a layer of visual guilt so bookers choose the low-cost option.” Uber were followed by many others, including supplier of independent car and taxi self-booking tool SummitQwest which consolidates multiple car/taxi providers through a single portal, reduces cost,

improves booking and payment processes and enhances overall efficiencies. These are just two of the many relative new entrants in just one section of the market. Roomex is doing something similar in the accommodation sector. How is the SME to know which way to jump? The TMC can use APIs to aggregate content from all these sources into a single user interface. “That’s the holy grail of corporate travel,” says BCD's McGetrick. “You almost need a degree to understand where and how to get the best content because of the all the new distribution channels. We provide it in one place and at speed,” he says. Tom Stone believes that an appropriate TMC is necessary for SMEs if they are to manage their travel spend wisely. “Choose a TMC partner who can open doors, to access nett fares, achieve the goal of cost reduction and get that human interface. The TMC plays an integral part with airlines and hotels,” he says, and he believes that a TMC is particularly necessary for SMEs as they have more potential to gain because of the facilitation role. Some will hook up with a household name but others will be happy with a mid-market TMC, to be a bigger fish in a smaller pond, and to take advantage of their sophisticated online booking tools and start to leverage their travel spend.

THEBUSINESSTRAVELMAG.com

TBTM Introduction1.indd 75

9/27/18 05:12 PM

Can business travel really be simple? Quick

and easy set u p

On - t

he - go access

le booking p m i S alised service n o s r Pe 24/7/365

Discover how simple it can be: www.amexglobalbusinesstravel.com/takeoff

American Express Global Business Travel (GBT) is a joint venture that is not wholly owned by American Express Company or any of its subsidiaries (American Express). “American Express Global Business Travel,” “American Express,” and the American Express logo are trademarks of American Express and are used under limited license.

Untitled-2 1 LMO Ad v10.indd 1

Untitled-1 1

25/09/2018 25/09/2018 10:05 09:40

9/25/18 02:28 PM

TMCs for SMEs / SMEs

In it

TOGETHER What are the advantages and main considerations for an SME when choosing to use a travel management company, asks Rob Gill, or do you even need one?

ne of the biggest questions for any SME when thinking about using the services of a travel management company (TMC) is whether they are too small and their annual travel spending too low for it to be a realistic proposition. Would a TMC really take a client seriously if the organisation was only spending £100,000 a year on travel? What service could they expect to receive with spending at these lower levels? While it’s probably true that many major TMCs had only a passing interest in SMEs a few years ago, technology is starting to make servicing these clients easier and more cost-efficient. Meanwhile, the

impressive growth enjoyed by specialist SME agencies, such as Flight Centre’s Corporate Traveller, may also have caught the attention of some of the larger TMCs.

How low can you go?

When you ask TMCs about minimum spending levels, you are sure to get a different answer. Even the definition of what constitutes a SME varies widely between agencies. Corporate Traveller, for example, regards SMEs as those spending between £50,000

and £2million per year on travel. Andy Hegley, UK general manager for Corporate Traveller, says: “If an SME has a spend in this range, then they can definitely benefit from consolidating all their travel with one TMC, as this can open up significant savings and efficiencies. A single, consistent approach to travel management means better control of bookings, data, changes, expense management and reporting.” Julie Oliver, Managing Director at Business Travel Direct, agrees: “Any client with over £50,000 of spend will benefit from using a TMC with savings in both time and money. I would expect to see around a 15% saving on a typical programme with a good mix of flights, hotels, rail and car hire. “Time savings benefit bookers and 

THEBUSINESSTRAVELMAG.COM

TMCs for SMEs.indd 77

9/27/18 01:51 PM

SMEs / TMCs for SMEs

R W

Booking a business trip should be just as simple as booking your weekend getaway. The best sites for business travel offer just that and, in addition, the company gets all the data” finance and also come through improved productivity for travellers while they're travelling,” she says. But other TMCs say clients need a higher level of spending to really benefit from their services. For example, Clarity thinks SMEs need to be spending at least £150,000 per year to make the process worthwhile. Head of Marketing, Alexandra Kington, says: “For us, SMEs mean companies with spend of £150,000 to £400,000 who will certainly reap the benefits of using Clarity.” Most TMCs operate through a transaction fee model where they will add a fee to each booking – generally ranging between 2% and 5% – as a way for paying for their range of services. But some TMCs now offer a subscription-based model for SMEs with a single monthly payment, such as Business in a Box from Amber Road (formerly CTI), which sells bundles of services for different prices and says it is being “like Netflix for business travel”.



Online adoption

The majority of TMCs now provide their own online booking tools (OBTs) as a way for their clients’ employees to book travel, including access to any negotiated rates or discounts from suppliers. But there is tremendous pressure on TMCs to improve these booking platforms so they are a match for consumerorientated travel booking sites used by business travellers for their leisure trips. This ongoing challenge is illustrated by a Business Travel Show survey which found that 95.5% of travel buyers thought TMCs “failed to deliver a satisfactory service” with their technology. 78

F t t Virginie Pouget, Head of Global Consulting at Egencia, takes a more optimistic view of booking tools: “Booking a business trip should be just as simple as booking your weekend getaway. The best sites for business travel offer just that and, in addition, the company gets all the data the leisure travel sites will not give you. Needless to say, the process must be equally smooth when the traveller is on the go and using a mobile phone.” But how much travelling does an SME have to do to make full use of an OBT and start to enjoy its benefits? The answer may depend on the type of travel bookings that the SME makes. Online tools are best used for simple point-to-point trips. Anything more complicated, such as a multi-centre itinerary, which normal is completed offline with the help of a consultant at the TMC, will inevitably incur a higher fee. And for an online tool to be cost effective, a ballpark figure of £100,000 in eligible spend is an oftquoted benchmark. For SMEs wary of signing up with a TMC without checking out their booking tool before making any commitment, Click Travel offers the ability to use a basic version of its Travel Cloud self-service booking platform for free. Click’s Managing Director, Jill Palmer, explains: “We recover costs through the supplier chain – commission from certain hotels and other suppliers.

“The advantage is that you get all the bookings in one place, including from booking.com and other websites. Everything is in one place so you get visibility and reporting on it. It will save your own staff so much time if people are currently trying to book travel by comparing the prices on so many different sites.”

T t

Added benefits

Of course, TMCs are also anxious to talk about the other advantages that SMEs will receive if they decide to use their services. These typically include offering savings, centralised co-ordination and control, policy management, greater visibility of what’s being spent and where, plus the supply of management information. Another factor is improved duty of care to an SME’s travellers. If they are booking through a managed travel platform then it’s far easier to locate them in an emergency than if the bookings are spread across a multitude of different sites and platforms. Clarity’s Kington says: “It boils down to the fact that your travellers are people, and whether you have 20 staff or 20,000 staff, you have a responsibility to them and should be trying to make their travel experience as simple and intuitive as possible.” Another advantage is that TMCs will often give SMEs credit facilities, which can help manage finances better and also make it  easier to reclaim VAT on business trips.

R THEBUSINESSTRAVELMAG.COM

TMCs for SMEs.indd 78

9/27/18 01:51 PM

Untitled

Travel and Events

Relax. We’ve got it covered. Fast and simple with no set-up costs or booking fees, Navigator brings together the essential elements of business travel, making it easier for you to save time, reduce your costs and add value for your travellers. Talk to our team to find out more about our ‘out of the box’ travel and meetings management solutions.

capitatravelevents.co.uk travelevents@capita.co.uk 0330 390 0340

Untitled-1 1 TMCs for SMEs.indd 79

25/09/2018 08:42 9/27/18 01:51 PM

SMEs / TMCs for SMEs

[ APPEALING TO SMEs ] While many mid-market and smaller travel management companies specifically cater to smaller businesses – or they at least comprise a large chunk of their client portfolio – there are also those who are large enough to spin off dedicated products or programmes designed for smaller or medium-sized companies. They are often pared down versions of their standard offering, perhaps offering more basic technology or less consultancy and account management. Even the giant global TMCs want a piece of the SME cake – a trend that really took off in the wake of the 2008 financial crisis, when the big players decided they did not want all their eggs in one basket with a portfolio of largely global clients and instead they looked to diversify and win a share of the sizeable SME market. And ten years on, the big TMCs are still taking the SME market seriously. For example, American Express Global Business Travel launched Business Travel Made Simple for companies with smaller travel spend in February 2018. The programme offers supplier discounts, multi-channel booking, reporting tools and 24/7 traveller support. Corporate Traveller, meanwhile, is Flight Centre’s dedicated SME brand – and sister brand to FCM Travel Solutions – working with organisations spending between £50,000 and £2million per year on business travel. Clarity Travel Management operates Clarity Hub, an SME division based in East Kilbride. It offers telephone account management and caters for companies spending around £150,000 to £450,000 per year. It includes an online booking tool, mobile app, reporting and traveller tracking. Another example is Amber Road – formerly CTI – which introduced Business Travel in a Box in 2016. It includes a range of bundles of services with a single monthly fee to SMEs spending between £50,000 and £150,000 per year on business travel. Lastly, Corporate Travel Management (CTM) launched its Lightning Lite service in Europe earlier this year, which is designed for companies with an annual travel budget of up to £750,000.

But it’s not just about technology, says Jim Eastwood, Travel Counsellors’ Global Sales Director, who stresses the importance of offering a high level of service to SMEs. “Whether they’re hopping across the UK by train to catch a meeting or taking a longhaul flight to the US for a business conference, clients – particularly the people who book travel for their colleagues at SMEs – need to know that every detail will be taken care of, and that their people will travel safely and seamlessly,” he says.



Selection time

Choosing whether to use a specialist TMC or one of the bigger names can be one of the biggest dilemmas facing an SME when it has decided that it wants to employ a professional for the first time. There are, of course, genuine specialists in the field such as Corporate Traveller or the homeworker-based business model of Travel Counsellors. Several TMCs also have specialist SME divisions such as Clarity Hub. And then there are the myriad mid-market and smaller TMCs who, by their nature, tend to specialise in SMEs. Adding to this choice is American Express Global Business Travel’s new Business Travel Made Simple product, which is billed as offering “travel management in a box”. This includes bundles of the TMC’s various services and a “simplified, standardised pricing structure”.

Kate Roe, Head of Marketing for EMEA and APAC, at the TMC says: “We researched the offer extensively through interviews with travel buyers and travellers before adapting the approach. We listened carefully to what our customers said they need from a managed travel programme – such as materials to help drive awareness and adoption among their travellers. “It was clear there is a demand for the benefits of a managed travel programme – savings, compliance, traveller safety and convenience, without complex and lengthy deployment cycles, involving internal resources,” says Roe. While it’s perhaps too early to assess how successful American Express GBT’s approach will be, it’s certainly something to be taken seriously following the TMC’s recent completion of the acquisition of fellow business travel giant HRG. Despite all the bells and whistles that TMCs can undoubtedly provide, it’s cost savings that seem to be the priority for SMEs – a survey this year found that this was the top focus for 85% of SMEs. Small business may be seen as a growth area for TMCs but it is also a demanding sector with many entrepreneurial firms expecting to see some tangible benefits from forging a new relationship with a travel management specialist. Technology would seem to be the answer but can TMCs deliver? There’s clearly work to be done.

THEBUSINESSTRAVELMAG.COM

TMCs for SMEs.indd 80

9/27/18 01:51 PM

Business travel isn’t always about the numbers. It’s about people too.

Caution: Recent car park crime

Approved: Safe area with low crime

There’s a lot of big data out there. But it’s what you do with it that counts. We combine hard metrics with human understanding, to measure the sentiment behind the statistics. This not only enhances the traveller experience, it enables your company to make smarter, more informed decisions; improving productivity and, ultimately, reducing costs.

Warning: High crime area

Clarity Hub Clarity Hub applies our brighter, more balanced approach to business travel, specifically tailored to SMEs. Using intelligent data, we can deliver the best possible experience – even for infrequent travellers – ensuring their safety and maintaining maximum productivity, without increasing your travel spend. • Total trip management, however complex your itinerary all in one platform • Bespoke online booking tool, itinerary management and access to MI • Guaranteed savings on global airfares, hotel rates and all ancillary services • Specialist Hub consultants committed to adding value to your business • 24 hour support and assistance

See what bright ideas we have for your travel: Call 0800 731 1627 Visit claritybusinesstravel.com

QUALITY

Clarity-TBTM-Advert-SME-Oct18-210x275-AW.indd 1 Untitled-3 1

EFFICIENCY

SECURITY

26/09/2018 12:35 9/27/18 12:20 PM

Harridge â&#x20AC;&#x201C; 210x275mm advert.ai

12/04/2018

10:54

www.harridgebusiness.com

Untitled-3 1

9/24/18 12:53 PM

Spend management / SMEs

Tricks of the

TRADE

Taking control of travel spending is becoming easier for small businesses, but how can they get access to better deals from travel suppliers, asks Rob Gill

he biggest issue for SMEs when it comes to travel is not having ready access to the kind of negotiated prices and discounts on offer to larger companies and organisations who have thousands of travellers. This lack of buying power means SMEs will often rely on using ‘open market’ consumer channels to book their flights, hotels, car rental and other travel requirements – often at a substantial premium to what’s available to larger organisations in the managed corporate travel. Fortunately there are number of avenues that smaller organisations can use to help tilt the balance back in their favour.

Tapping in

One of the most obvious ways is to use a travel management company’s (TMC) own centrally negotiated rates. Alexandra Kington, Head of Marketing at TMC Clarity, which operates a dedicated team for SME clients, says: “The biggest benefit of using a managed travel programme as an SME is accessing Clarity’s

buying power. This scalability simply isn’t available for smaller businesses with a lower travel spend.” Simon Rowland, Head of Sales for CT Business Travel, agrees: “Having access to discounted rates and fares even within the SME space is essential. Having partners in over 85 countries and a combined global spend of £2.4billion gives us greater access to negotiated fares worldwide.” Being able to offer its own negotiated fares to SMEs is also a key selling point for non-traditional business travel agencies such as Travel Counsellors, where accounts are handled by homeworkers. As a organisation operating across seven markets, Travel Counsellors can leverage its global footprint to offer better fares and rates to clients. Jim Eastwood, Travel Counsellors’ Global Sales Director, adds: “Our bespoke Phenix booking platform gives SME clients access to the best travel partners. We have just added a further 250 directly contracted hotels and we’re negotiating added-value offers for our 50 top-selling hotels.” 

Having access to discounted rates and fares even within the SME space is essential” THEBUSINESSTRAVELMAG.COM

Tricks_trade_SMEs.indd 83

9/26/18 12:51 PM

SMEs / Spend management Management



£ 84

Pooling resources

But TMCs are not the only game in town when it comes to SMEs wanting to get more out of their travel budgets – there are an increasing number of non-TMC options available in the market. For example, Travelpool Europe is a membership organisation that buys travel services on behalf of its 35 members – who are effectively outsourcing their travel management – and using this combined size to secure better deals with suppliers. Soren Schodt, Managing Director of Denmark-based Travelpool Europe, says: “When companies join us they become part of the joint venture. We pool the volume from all our members and use that for our airline and hotel contracts. “We do that in approximately 30 countries with an annual spend of €70 million a year. By getting somebody to manage your programme and buying, companies typically save around 10-15% without having to change any of their policies. “TMCs are focused on their own bottom line, but we’re a not-for-profit membership organisation so we don’t have that. We share costs with our members and every time we add a new member, it benefits everyone right away.” Most of Travelpool’s members, whose travel spending ranges from €500,000 to €20million per year, are based in the Nordic region, with around ten members having operations in the UK. Travelpool, which has been operating since 1991, is planning more international expansion and there is no reason the model could not be replicated in the UK.

Direct savings

It can’t have escaped your notice that travel suppliers – particularly airlines and hotels – have become very keen to secure business bookings through their websites and apps, rather than TMCs and other third parties, mainly by promising their best prices through these direct portals. These suppliers seem particularly eager to find ways to capture direct bookings from SMEs more effectively. One recent example is the introduction of InterContinental Hotels Group’s new SME portal, called IHG

Business Edge, promising smaller firms a streamlined negotiation process, ‘rich’ discounts and consolidated data reporting. Meanwhile existing schemes such as British Airways’ SME programme, On Business, offers reward flights and upgrades through BA, sister carrier Iberia and transatlantic joint business partner American Airlines. This trend is covered in more depth on pages 87-92. For SMEs with significant spending with one particular travel supplier, these programmes can be tempting as a way to secure big discounts. But what perhaps is more likely to be a game-changer for SMEs is the way that expense management providers are moving into the sector. Major expense firms such as SAP Concur and Traveldoo, part of Expedia, offer online booking tools for travel alongside their traditional expense management services. The SME sector is the fastest growth area for SAP Concur, according to Rachel van der Merwe, the company’s Director of Product Marketing, with the majority of these smaller clients having no previous managed travel and expenses (T&E) policy. “The good thing is that we can scale really small organisations,” says van der Merwe. “It depends on the SME’s growth ambitions – where you’re going and how quickly you want to grow.” This combination of travel and expenses could become an increasingly enticing way for SMEs to dip their toes into managing travel spending, particularly for those wary of committing to working with a TMC. Products like Concur’s Hipmunk offer discounts from suppliers, access to a booking tool as well as consolidation of spending data into tools such as Concur Expense and itinerary platform TripIt. This kind of a platform can be a tempting proposition for many SMEs – particularly with Concur doing deals with the likes of BA and Uber, which capture data from travellers booking directly with the supplier. Earlier this year, BA integrated its website with Concur’s Triplink allowing a traveller’s BA and Concur accounts to be linked. Expect more deals like this in the future as the number of options for SMEs to manage travel spending multiply. This can only benefit a once-neglected area of the sector.

THEBUSINESSTRAVELMAG.COM

Tricks_trade_SMEs.indd 84

9/26/18 12:51 PM

2018_09_27_UK_Ad_IrishTimes_275x340_V2_MIST-21323_TEST.pdf

27/09/2018

16:37

Employee spend happens in lots of places. But you can manage it in one. SAP Concur integrates expense, travel, and invoice management. concur.co.uk

Untitled-7 1 Untitled-3

27/09/2018 16:46 9/27/18 04:50 PM

WELCOME TO A NEW LEVEL OF HOSPITALITY

The Level at Meliรก White House is a new concept of a boutique hotel within a hotel; offering exceptional services for the discerning traveller. Whether for business or leisure, guests will experience a personalised service to make their stay an unforgettable experience. Private check-in with drinks welcome

Packing and unpacking of luggage

Complimentary Wi-Fi throughout

Pressing of one shirt per day

Luxury bath amenities 24hr room service

Complimentary access to the exclusive Level Lounge; a private area where guests can enjoy a selection of drinks and snacks throughout the day

Book via melia.com or call +44 (0)20 7391 3000

Untitled-1 1 Untitled-3

23/07/2018 10:41 7/24/18 11:53 AM

Tools and schemes / SMEs

pays

You don’t necessarily need to be spending big bucks to secure the best rates. Gillian Upton takes a look at supplier loyalty schemes designed for SMEs

ust because you’re an SME doesn’t mean you can’t wield any clout. For a start, there are some 5.7million of you across the UK, so what you lack in spend you make up for in sheer numbers. It's no surprise that suppliers want a slice of your business. Hotels, for example, have a clear strategy to spread their risk across different size companies; too many large multinational clients are too risky if one pulls out and moves business elsewhere. Suppliers generally want a mix, particularly across days of the week and the different types of business. Nick Grandvoinet, VP Global Accounts at IHG, says that, “SMEs are an important segment for us in the corporate travel mix. Midweek, typically Tuesday to Thursday, are when demand is understandably at its peak for corporate business.

“Corporate bookings outside of this period will see this fact reflected in the rates hotels can offer, so it can be advantageous to travel at these times. The same applies to groups and meetings bookings.” Virgin Trains’ Head of Corporate Sales, Claire Walton, shares the same view: “These customers appear to have more flexibility and are less restricted by rigid travel policy which presents an opportunity for business/ leisure travel, sitting outside of traditional peak business hours.” Getting to you though is the biggest challenge, as smaller clients tend to fall under the radar. “The SME sector is a highvalue but very fragmented marketplace,” says Jonathan Pettifer, Director of National Sales UK & Ireland at Accor Hotels. Typically, SMEs have discovered OTAs as they are an easy way for a non-specialist

employee in your company to book travel. The OTAs have soaked up a large proportion of SME spend as they provide rich inventory, easy to use apps and websites and basic spend reporting.

Easy mistakes

But sticking with the OTAs long term isn't necessarily the best choice for SMEs. The online giants offer a minefield of content that doesn’t come with traveller tracking, meaning user businesses are not able to satisfy overarching duty of care obligations. And with some OTAs, Expedia for example, users cannot claim the VAT back so that’s an immediate loss of 20%. Hotels, airlines, car and rail companies want to shift the OTA business to their own channels to reduce their distribution costs and have launched various schemes and

THEBUSINESSTRAVELMAG.com

AH final SME schemes.indd 87

9/27/18 05:03 PM

The sky’s the limit Business is more rewarding with Flying Co There’s no doubt that business travel should Rewards like flight upgrades, be easy, enjoyable and brimming with great reward flights and Clubhouse access. rewards. For more information, please visit So that’s why, by joining Flying Co, virginatlantic.com/flyingco or call your business will earn miles on all our dedicated Flying Co team on Virgin Atlantic and Delta flights, car hire, 0344 412 2415 hotel stays, foreign exchange and more to put towards all sorts of rewards.

Untitled-1 1 schemes.indd 88 AH final SME 10859_275x210mm_Adverts_AW.indd 1

26/09/2018 16:22 9/27/18 05:03 PM 26/09/2018 15:48

TBTM -

18 18 16:22 15:48

Tools and schemes / SMEs

direct booking tools to do just that. Where your business is spread will also influence how much negotiating power you have: 50 rooms in the provinces will garner a deal, but you’ll need at last 250-500 room nights in a major city to get anywhere. So what to do? Levelling the playing field with multinationals is possible by partnering with a suitable TMC who will give you access to consortia rates off BAR on hotel rooms (typically between 5% and 20%), the odd room upgrade, reduced delegate rates, and nett fares for airfares. A TMC becomes your partner and gives you human contact. “A TMC will also help you achieve your goal of cost reduction,” says established travel consultant Tom Stone, who recently joined Nina & Pinta.

[

Groun d t ran sport

Great Western Railway

Offers its Business Direct booking tool for free (unless a credit facility is required). The service provides a best fare-finder facility, the ability to manage multiple users, incorporates multiple travel rules and provides reporting. Uber

Four years ago Uber launched Uber Business, a free-to-join online booking tool

Uber

Great Western Railway

Virgin Trains

Railblazers is a free, online one-stop-shop for SMEs for rail bookings on any UK train

Signing up

The myriad loyalty schemes across all travel spend categories – accommodation, airlines and ground transportation – offer benefits for both the business traveller and their employer. These include early check-in and late check-out, room upgrades, free wifi access and car parking at hotels, and ‘free’ reward flights from airlines. Lufthansa makes the point that by participating in these schemes your company receives benefits that are equal to corporate discounts. “Additionally, you do not have to agree to minimum orders or enter into a general contract for flight quotas, which means you always remain independent,” asserts the airline. So how useful are they? Don’t expect discounts on key routes or a corporate agreement and you won't be disappointed. Read about a selection of them here.

]

company with no booking or credit card fees. It enables companies to book and manage their business train trips for an unlimited number of users under a single account. It is backed by a dedicated account team and travellers can collect their ticket without having to produce the card used for payment. which offers control for the account

Virgin Trains

administrator – such as time and spend restrictions, two payment profiles (personal and business), payments, reporting (users can export up to 30 lines of data), and traveller tracking via ISOS and Concur Locate. Uber is promising to add a function utilising machine learning to predict whether a trip is for personal or business use using past trip history.

V9998 / 99162

TBTM - Quarter Page - Outlines.indd 1 AH final SME schemes.indd 89

27/09/2018 9/27/18 14:46:05 05:03 PM

Planning a Meeting? We make it simple.

"We record a level of efficiency and data transparency we would not have without the HRS Meetings and Groups Solution. Christian Heid, Corporate Sourcing, DHL

Simplify your booking process with our dedicated meetings and groups platform Transparency: Through consolidated reporting of MICE and individual bookings

Smart Data: Insights, analysis and hotel performance consultation

Cost Savings: Through process optimisation, lower cancellation costs and direct saving options

Personalised T&Cs: We can load your terms and conditions, as well as an approval process

BOOK A TWO-DAY RESIDENTIAL MEETING BEFORE 31ST DEC 2018 AND BE ENTERED IN TO A PRIZE DRAW FOR A FREE NIGHTS STAY!* *please quote TBTM09, terms and conditions apply

corporate.hrs.com/en-uk | +44 (0)208 846 0695 | HRSMiceUK@hrs.com

Untitled-2 1 schemes.indd 90 AH final SME

11/09/2018 12:08 9/27/18 05:03 PM

18 12:08

Tools and schemes / SMEs

[

hot els

]

arrival, and savings of up to 30% – all via an online booking and management portal.

Radisson

InterContinental Hotels Group

IHG Business Edge launched this autumn and is targeted directly at SMEs. It claims to streamline the negotiation process, reward

Booker online tool 18 months ago which

accor

gives access to exclusive Business Flex rates,

AccorHotels Business Offer is a global

reporting, amends and incorporates travel

cost-saving offer made to SMEs. It provides a

policy rules. There is no minimum spend.

customised agreement, negotiated rates at

radisson hotels

the client’s main destinations – available through all sales channels – monthly reports and a single point of contact. The programme

Look out for a product launch in the New

InterContinental Hotels Group

Year targeted directly at the SME.

loyalty, and consolidate data, content and booking into one simple customer portal. Businesses can monitor hotel spend, room nights, average daily rate, savings and IHG Rewards Club participation over the previous 12 months. To qualify customers must have less than 250 employees, up to US$50million in revenue and spend at least US$5,000pa with IHG. Benefits include discounted rates at over 5,400 hotels worldwide across 15 brands and gaining the benefits of IHG Travelodge covers 3,500 hotels, from economy (eg Ibis) to luxury (Sofitel and Fairmont).

roomex

hrs

The accommodation aggregator claims to

The hotel booking portal offers its business

save its users 21% on average through its

users – which includes SMEs and self-

online booking tool. There are no fees or

employed individuals – preferential rates,

contracts and users are sent one

free cancellation up to 6pm on the day of

consolidated monthly invoice. Corporate travel policy can be built in and reporting Premier Inn

and MI is available through a dashboard. travelodge

Rewards Club Gold Elite status after

The free-to-join Travelodge Business Account

completing their first stay.

guarantees 5% off all flexible-rate bookings, a

premier inn

dedicated account support team, reporting and profiling capability, access to Travelodge

Premier Inn provides a Business Account

Business discount rates, room allocation on

Card to extend credit to smaller clients. It

business floors, and six weeks' free credit if

went further and launched the free Business

you pre-pay for the room, wifi and food.

THEBUSINESSTRAVELMAG.com

AH final SME schemes.indd 91

9/27/18 05:03 PM

SMEs / Tools and schemes

[

Airlin es

]

OnBusiness to earn more points per £1 spend, while booking using the BA American

Flybe

Express card gives more benefits. Burn the points to get reward flights, cabin upgrade and special offers. Emirates

Air France/KLM Flybe

BlueBiz is the corporate benefits programme from these two airlines. Employees earn

The airline is planning a tailored SME offering

Blue Credits every time they travel with Air

through a new digital platform in 2019.

France, KLM, Delta, China Southern and

Lufthansa

Kenya Airways or a partner airline. 1 Blue Credit = £1. Earn 2-12 Blue Credits on direct flights in Economy – depending on fare type – and 17-20 on direct flights in Business class.

The airline’s free PartnerPlusBenefit

Emirates

programme offers a welcome bonus of 1,500

Business Rewards is a free point-based

points, and members earn with Lufthansa

loyalty scheme that can be used towards Air France

future travel for company employees. It is a halfway house between individual travel

Lufthansa

rewards and a company travel account that multinationals would use. Travellers earn 1 Business Rewards Point for every US$1 spent on the base fare. Etihad Airways

The airline claims Business Connect is

British Airways

and nine partner airlines (Air Canada, ANA,

OnBusiness is a free-to-join loyalty scheme in

Austrian, Brussels, Eurowings, LOT, Swiss,

which travellers earn points every time they

TAP and United). Points can be spent on

fly on BA and partner airlines plus Avios

flights, in-flight upgrades, discounted airport

points for themselves. Travellers move up

parking, and retail rewards such as chauffeur

the tiers as they spend more through

Etihad

services and hotel e-gift cards. Virgin Atlantic

British Airways

“probably the most generous programme for

The airline launched its corporate loyalty

SME businesses”. Member companies can

scheme, Flying Co, in 1994. It’s free to join

earn and spend air miles on flights and

and but SME members must have a

upgrades. The number of miles earned is

minimum of two active flyers. Passengers

based on the distance flown and on the cabin

earn points and the employer earns a further

and fare class chosen. Users receive 5,000

40% of those on top. Larger SMEs can move

bonus miles upon registration and individual

up to Business Builder, an entry-level

employees of the airline’s Etihad Guest

corporate agreement with discounts and a

scheme continue to earn personal miles.

data-sharing platform.

THEBUSINESSTRAVELMAG.com

AH final SME schemes.indd 92

9/27/18 05:03 PM

Advertisement feature

Premier Inn is paying special attention to the SME market, says Ed Fotheringham, the group’s head of sales, who introduces its Business Booker tool

e’ve always paid close attention to the SME market, recognising their importance not only to our business, but also the fact smaller companies often don’t have the volumes or spend to engage directly with hotel groups. That’s why we’re pleased to launch a new online booking tool. We already give you great hotel prices and make it easy by selling directly to you, but now we want to make the booking process even easier for you too. We appreciate that booking travel might not be your main role within your business, so booking a hotel room needs to be sorted quickly and efficiently. Business Booker saves you the one commodity you don’t have much of – time. Moreover, you can also save money by accessing exclusive Business Flex rates via Business Booker.

Prem_Inn.indd 1

Business Booker has a simple dashboard that can produce useful reports on a number of issues that can be acted upon – lead time on bookings and who the company’s super users are, for example – and these reports can be easily exported to Excel. If you want to take more control of the company’s travel budget then you can also incorporate travel policy rules into Business Booker and generate reports showing who is not playing by the rules, for example. What’s more, to help support your duty of care to employees, Business Booker can create instant reports to show where every one of your travellers are in the case of an emergency. Business Booker is free to anyone who is a registered company and requires no minimum spend or number of room nights. If you want to book ten rooms per year in Bridlington, Bournemouth or Bude, that’s fine!

Business Booker benefits Business Booker brings all your travel needs together in one place – your boss will love you for it! Faster booking Exclusive rates Easy amends Control spend Reporting Duty of care

To start saving time and money, sign up today at: business.premierinn.com

9/24/18 12:56 PM

SMEs / Beginner's guide to...

duty of care Duty of care legislation is a legal and moral obligation for all companies, but smaller companies can struggle for the resources to fully address it Terror attacks and natural disasters are the sort of incidents that grab corporates’ attention, but companies are also responsible for protecting their business travellers from more mundane and every day threats such as illness, injury, crime and even lost passports, and assisting them when things do go wrong. “Being prepared for any incident, any problem and any emergency is essential for protecting a company’s reputation and staff morale,” says Edel Doherty, Managing Director at Belfast-based Beyond Business Travel. “Duty of care extends beyond headline incidents; employers must also consider travel details that can improve employee wellbeing, like making sure they don’t have to drive after a long-haul flight.” The groundwork should begin with getting the right procedures and policies in place, even before an itinerary is booked. Be prepared “A solid risk management programme goes far beyond considering how to deal with an incident should it happen,” says Matthew Judge, Group Managing Director, Anvil Group. “It needs to encompass both proactive and reactive measures and needs to start well before a journey has even been booked.” Judge says businesses must have procedures and documentation for identifying potential hazards in a particular destination or country and decide on the level of risk and suggest steps to mitigate and control it. Once an employee has embarked on their travels their employer must be able to locate and communicate with them at any given time. This can be done with automated

Keeping in touch with your employees is paramount to ensuring their safety” 94

traveller tracking systems that incorporate itineraries, allowing companies to identify staff who might be affected by an incident. In extreme circumstances, companies might consider GPS-based traveller tracking and request travellers ‘check-in’ at certain times. Staying in touch “Keeping in touch with your employees is paramount to ensuring their safety. Constant communication means employees can be accurately accounted for in the event of a security or medical issue,” says James Wood, Security Expert, International SOS & Control Risks. “Employers need to have instant access to their employee’s flight, hotel and contact information to be able to provide and realtime advice to keep their employees safe.” Finally, don’t think the work is over once your employee returns home, says Anvil’s Judge. “After a trip it’s important that you also have a way to gather feedback to constantly review your programmes and policies and ensure they’re fit for purpose.”

[ assess your plan ] Is your travel risk management up to scratch? Ask yourself these questions, courtesy of Matthew Judge, Group Managing Director, Anvil Group. If your answers are ‘yes’, then you’re good to go. • Do you have clear policies and procedures relating to travel (from a health, safety and security perspective) that are communicated and adhered to by all? • Are all of your travellers provided with the necessary pre-travel training and relevant briefings to empower them as individuals? • Do you have a process for controlling travel to higher-risk regions? • In the event of a safety, security or health incident, can you locate and communicate with travellers to offer support? • Do you have a robust incident/crisis management plan? Is this regularly tested? • Do you have trust in all parties in your chain, both internal and external?

THEBUSINESSTRAVELMAG.com

Beginners guide.indd 94

9/27/18 01:52 PM

Untitled-1 1 Untitled-3

27/09/2018 14:20 9/27/18 02:59 PM

SMEs / Five Compliance ways to...

[ FIVE WAYS TO... ]

IMPROVE COMPLIANCE Encouraging employees to comply with your company travel policy can pay dividends, but persuading them to do so can be a challenge

COST SAVINGS AND MI SPREAD THE WORD Once you have a travel policy in place make sure you spread the word. Email it to employees, put it on the company intranet, pin it on noticeboards, add it to the company handbook – make sure it has maximum exposure. If you want to take it further, consider doing desk drops, promotional leaflets and even roadshows. Invite preferred suppliers along to show off their wares.

DUTY OF CARE A company must look after its employees while they are travelling on business but it can only do so if they know their whereabouts. It’s therefore critical that employees book through the stipulated channels so that their itineraries are available and they can be located and contacted in the event of an incident. If travellers know that their personal safety is at stake they will be more inclined to do the right thing.

Play on travellers’ conscience by reinforcing the fact that travel bookings must be consolidated through preferred channels in order to leverage spend with suppliers and track who is spending what and where. If they’re booking travel as they please it can lead to greater time spent on administration but also time wasted as the traveller shops around.

If staff know their personal safety is at stake they will be more inclined to do the right thing”

THE CARROT… …AND Gamification was the THE STICK buzzword a few years ago as companies tried incentivising travellers to cut costs by making it into a competition or publishing ‘league tables’. While the fad has largely declined, there are companies out there such as Rocketrip which uses a company’s travel policy to incentivise travellers to book prudently. In return, employees receive a share of the savings they have achieved for their company.

If all else fails, mandate your travel policy and introduce pre-trip approval. If every trip request and itinerary needs the ‘ok’ from management then travellers are more inclined to toe the line. Mandate the travel policy and you can consider refusing to reimburse ‘rogue’ travellers who make bookings that contravene company processes and preferred booking channels.

THEBUSINESSTRAVELMAG.COM

5 ways to_get travel policy compliance.indd 96

9/27/18 02:50 PM

CHECK OUT THE CHANGE

Travelodge SuperRoom™

Travelodge Brighton Seafront New Style Bar Café

Save Every Stay Travelodge Business membership gives you an extra 5% off all our great value flexible rate bookings. It’s so easy to book and our system remembers your details, saving you time and money.

Travelodge Standard Room

A Brand New Look We’ve invested over £100m on modernising our comfortable rooms, all featuring a Sleepeezee King Size bed, spacious desk, WiFi, 32" TV and ensuite bathroom. Plus in key business locations we offer a choice of rooms with our Travelodge SuperRooms.™

Over 540 Locations In all major UK cities, near conference centres, railway stations and London’s Tube, plus at airports and ferry ports. You’ll find parking and fully licensed bar cafés at our hotels in key business locations.

Join over 25,000 businesses who choose to save with us. Visit travelodge.co.uk/business today

Untitled-4 Untitled-1 1 131891_Buying Business Advert - 210x275_DR1.indd 1

24/09/2018 14:15 9/25/18 02:30 PM 20/09/2018 12:21

SMEs / Data

Duty of care tops agenda

27%

Delegates at The Business Travel Conference voted in a series of polls designed to identify trends among SMEs – and larger companies – across topics including TMC relations, travel policy and overall travel programme priorities. The Business Travel Magazine’s annual event (see full report on pages 34-36) took place at the Hilton London Bankside in September and featured more than 30 speakers across 15 conference sessions. Not surprisingly, duty of care remains a top priority for the majority of businesses, with cost savings not far behind.

of SMEs prefer to let employees book and pay for their travel needs and then compensate expenses

Travel managers’ top priorities… (Three selections permitted)

73%

50%

68%

27%

55%

18%

Duty of care/wellbeing

Implementing new technology

Cost savings

Improving travel policy

New/improved processes

Sourcing new suppliers

How important is travel policy to your organisation?

54% 27% 19% 98

It’s critical to operational efficiency It’s fairly important for us to have a policy We don't really have a travel policy

53%

of SMEs feel that doing business and building relations is best achieved when done in person

11%

The percentage of SMEs acting ‘efficiently’ when it comes to booking business travel

minutes

the average time it takes SMEs to plan and book a business trip Source: Yougov/Laterooms.com

THEBUSINESSTRAVELMAG.com

AH subbed SMEs data _ v2.indd 98

9/27/18 03:04 PM

Untitled-1 1

25/05/2017 09:47 7/30/18 02:42 PM

PHOTO GALLERY A welcome drink!

The Business Travel Magazine’s

Dinner Club Wellbeing expert Rachel McGuinness of Wake up with Zest was guest speaker at The Business Travel Magazine’s latest Dinner Club. The popular event took place at The Dorchester Hotel, London, in September and was attended by travel managers and supplier personnel from across the industry.

The Business Travel Magazine Dinner Club ▼

Xxxxxx xxxxxxxx ▼

▲ 26.09.2018

The Champagne is on ice

Ready to dine at the Dorchester

Travega Travel Marketing Solutions Worldwide

The Business Travel Magazine in partnership with Travega

Xxxxxxxxxxxxxxxxxxx

100

THEBUSINESSTRAVELMAG.COM

Dinner club review.indd 100

9/27/18 04:35 PM

DEPARTURES

Taking off... polaris business class, united airlines THE LOWDOWN

United Airlines'

that's a FACT

The product is

overhaul of its business class product

named after the North Star, also

is gaining momentum with the roll-

known as Polaris, because it is “the

out of aircraft featuring new seating

shining new star of business class

at the rate of at least one refurbished

that flyers can look forward to and

aircraft every ten days from now until

depend on for true comfort and

2020. Suite-like seats with extra privacy

sleep experience,” says the airline.

convert to 78-inch-long flatbeds and

they said it

“United Polaris

have 16-inch HD monitors. Announced

business class represents our most

in 2016, United's business class

significant product transformation

overhaul commenced with the launch

in more than a decade and our

of enhanced onboard dining and

customers will notice a real difference

bedding from Saks Fifth Avenue. The

when they step on board. The focus

project also includes the refurbish-

behind the Polaris experience has

ment of its airport lounges around

always been to provide long-haul

the world, with facilities at New York

travellers with what they've asked

Newark, Houston, San Francisco and

for: better sleep in the sky,” says

Chicago completed, plus Los Angeles

Bob Schumacher, Managing Director

this autumn and London Heathrow is

Sales UK and Ireland, United.

also in the pipeline.

further info

united.com/polaris

THEBUSINESSTRAVELMAG.com

New kids on the block_2.indd 101

101

9/25/18 04:50 PM

DEPARTURES

The best new...

HOP TO IT Craft beer fans looking for a hipster hangout on their next overseas business trip should invest in Where to Drink Beer. The guide contains over 1,600 listings across 70 countries and features insights from over 500 brewers and beer experts. Just one tip: take photos of the relevant pages before travelling rather than carrying this 480-page hardback in your hand luggage. ÂŁ16.95

Gadgets & gear

BUCKLE & SEAM TACKLES THE BLUES

HIGH FIVE: TRAVEL APPS FIND YOUR NEXT GREAT WATERING HOLE

BUCKLE UP Luxury luggage brand Buckle and Seam has added a Midnight Blue range of leather business bags, laptop sleeves and travel luggage, priced from ÂŁ66. The company's founders were inspired by their travels in Pakistan where they discovered the "talented craftsmen and beautiful raw material" of the region. buckleandseam.com

GET A GRIP Merrell's new MQM Flex shoes are a trail shoe and hiking boot hybrid that it claims are among the fastest and lightest of their kind on the market. Our reviewer confirms they are certainly light and comfortable for a 30-mile stomp but failed to really put the speed claims to the test... merrell.co.uk 102

AT HOME IN THE CITY AND THE COUNTRY

HOPPER helps users book their flights and hotels at the right time to get the best price. It uses data science to predict fluctuations and sends users push notifications at the optimum time to book. It claims to be accurate 95% of the time and reap savings of up to 40%. SEATGURU will leave you in no doubt as to which seat to select for your next flight, whichever cabin you're flying in. It has the seatplans for over 150 airlines, with useful info and user feedback on every seat.

GETTING FROM A TO B MADE EASY

CITYMAPPER will get you from A to B by the quickest, easiest or cheapest means in 39 cities around the world. It integrates a range of public transport options and huge amount of data to plot the perfect path. APP IN THE AIR keeps users up-todate with all the details regarding upcoming flights, including status, gate info and airport navigation. It can deliver info via SMS so users need not be on data roaming. GUIDES BY LONELY PLANET lets users download condensed guides to over 100 cities worldwide, each featuring see, eat, sleep, shop, drink and play categories.

THEBUSINESSTRAVELMAG.COM

AH Gadgets & gear.indd 102

9/27/18 04:01 PM

Autumn Sparkle PA & EA Networking Evening brought to you by The Business Travel Conference

 22 October 2018 6-9pm, Bankside Hotel, Blackfriars, London Be one of the ﬁrst to see this stunning new hotel, set over six storeys and ﬁlled with eclectic artworks and set to open early October. Attendance is free. To register, visit thebusinesstravelconference.com

An event for buyers and arrangers of business travel and meetings thebusinesstravelconference.com Autumn sparkle.indd 1

2019 September 17th-18th

9/26/18 10:56 AM

Take advantage. Register by 23 October and save up to €350 on Europe’s premier business travel conference. Join your peers and discover the latest trends and solutions with education and networking for today’s business travel professional.

GBTA CONFERENCE 2018 - BERLIN in partership with VDR 27-28 NOVEMBER

c pe

Untitled-2 1 Untitled-3

e fer

e nc

.gb

or . a t

N I L

R E

18/09/2018 09:42 9/24/18 12:47 PM

DEPARTURES

Meeting in The ancient cathedral city is the headquarters of the Church of England. Originally built by the Romans, it became a pilgrimage site in the Middle Ages and still maintains much of its medieval architecture. Today the vibrant city is home to two universities and its main

Canterbury

Wo w factor

Quirky venue

The Spitfire Ground

On a shoestring

The Beany House of Art & Knowledge

Canterbury College

The home of Kent County Cricket has been established

This attractive building in the

located college has venues

since 1847. The impressive

centre of town commands

suitable for meetings,

ground is great for hospitality

views over the city's rooftops.

conferences and training days

on match days and has a wide

Its Beaney meeting room is a

for up to 600 people. Its main

range of conference rooms,

modern and vibrant space,

hall can be sub-divided into

lounges and boxes. The venue

while the Explorers & Collectors

three sections and the new

has seven function rooms with

gallery is suitable for a large

enterprise suite features class-

onsite catering and can host up

reception. Meeting room hire

rooms and business lounge.

to 250 guests. Prices start at

from £75 per hour; reception

Day delegate rates from £20pp.

£95 per half day.

room hire £500 for five hours.

Old Dover Road, Canterbury, CT1 3NZ 01227 473 612 / thespitfiregroundstlawrence.co.uk

High Street, Canterbury, CT1 2BD 01227 862 162 / canterburymuseums. co.uk/beaney/explore

The well-equipped and centrally

North Homes Road, Canterbury, CT1 1QU 01227 811 111 canterburycollege.ac.uk/ venue-hire-details

BUDGET LIKE A STUDENT

industries are tourism, education and retail.

HOWZAT FOR HOSPITALITY!

Small but perfectly formed

Getting there There is a fast direct train service from London St Pancras to Canterbury West, which takes less than an hour. Drivers can reach Canterbury via the M2 and the journey time from London is around two hours. Contact the Visit Canterbury tourism team for advice on organising a conference or event. VisitCanterbury.co.uk has details of venues and accommodation available. Call 01227 862 162 or email canterburyinformation@ canterbury.gov.uk

Wired up

Out of to w n

Abode Canterbury

Augustine House

Whitstable Castle

This boutique hotel in the city

The award-winning sustainable

Seven miles from Canterbury

centre has six meeting and

venue, part of Canterbury Christ

in coastal Whitstable, this eye-

events rooms of varying sizes.

Church University, is noted for

catching property from the

The Man of Law room and Chef’s

its striking contemporary design.

1790s offers meeting rooms for

Table can host 12 guests and

Flexible spaces can hold up to

six people through to theatre-

the larger Wine Room, Chaucer

400 and the entire property is

style spaces for up to 60 people.

Room and Wife of Bath Room

wired with high-tech AV equip-

Close to the seafront, the castle

can hold 20 to 30. The County

ment. Features include two

has a park with ornamental

Room can hold 150 standing.

outdoor terraces and a café.

gardens and offers light

DDR packages from £32 and

The DDR starts from £20pp.

lunches to three-course meals

24-hour DDR is from £175. High Street, Canterbury, CT1 2RX 01227 766 266 / abodecanterbury.co.uk

Rhodaus Town, Canterbury, CT1 2YA 01227 782 222 / Canterbury.ac.uk/ conferences/our-venues/Canterbury/ Augustine-house

and Champagne receptions. Tower Hill, Whitstable, Kent, CT5 2BW 01227 782 726 / whitstablecastle.co.uk

SUSTAINABLE CHOICE

THEBUSINESSTRAVELMAG.com

Meeting...THIS ONE ANDY.indd 105

105

9/27/18 02:51 PM

London - Miami Fly to Miami on board our Boeing 787 Dreamliner for an unforgettable flying experience. Daily flights from London Gatwick. All flights are via Madrid.

Untitled-2 1

18/07/2018 14:23

DEPARTURES

On business in...

Miami

The world-famous port of Miami is a centre for finance, commerce, culture, entertainment and international trade. It is the fourthlargest urban area in the United States and its metro area alone has a population of around 5.5 million.

the thriving city is a trade hub

SLEEPING

Getting there American Airlines, British Airways and Virgin Atlantic all operate daily services from London Heathrow to Miami. Air Europa also operates a daily service from London Gatwick via its Madrid hub, while Aer Lingus flies three times a week from Dublin to Miami and passengers benefit from clearing US customs and immigration at the airline's Irish hub. Further information For details on meetings and events and visiting Miami, see miamiandbeaches.com, email conservices@gmcvb.com or call +1 1800 933 8448.

music and Cuban cuisine. Chic New York restaurant

Bus, Tri-Rail and the Metrobus. ball & chain for classy cuba

MIA Rental Car Centre (RCC)

Near the city's airport options include

Upland has a branch in

Hilton Miami Airport Blue Lagoon,

Miami, which is great for

Embassy Suites Miami and EB Hotel

pizzas and pastas. Tasty

Miami. Closer to the beach are

Mexican street eats can be found

numerous art deco and boutique

at Lolo’s Surf Cantina, and for top-

options. Some of the more popular

end Michelin-star French dining head

choices with business travellers

to Palme d’Or at The Biltmore Hotel

buildings on South Beach’s Ocean

include The National, The Delano,

in Coral Gables.

Drive if you want to update your

Circa 39, Sense Beach House, The Fontainebleau and Eden Roc.

features most international car hire brands.

MUST-SEE SIGHTS Head for the iconic art deco

Instagram with classic Miami. Check

AFTER HOURS

out Little Havana and Wynwood for culture, food and music, the PAMM

Anywhere along Ocean Drive will be

for art and design, and Thriller Miami

lively or try The Broken Shaker for

for an adrenaline fix. Further afield,

The iconic 1930s nightclub Ball &

creative cocktails, KUSH Wynwood

venture into the Everglades Safari

Chain is a popular choice for live

for beer, or No. 3 Social for hipster

Park for a swamp tour.

EATING

vibes, also in Wynwood.

GETTING DOWNTOWN Avoid hustlers inside the airport terminals and head to the designated taxi and shuttle stands on the ground level of the airport outside the baggage claim areas. Public transportation options including the MIA Mover, Metrorail, Miami Beach

THEBUSINESSTRAVELMAG.com

AH subbed On business in… Miami.indd 107

107

9/26/18 10:42 AM

DEPARTURES

Focus on...

China is one of the great economic success stories of the past 30 years. It has grown to be the world’s largest economy and is an expanding market for UK businesses. Benjamin Coren discovers how firms can take advantage of this market

CHINA Time zones: China standard time GMT +8hrs Currency: Chinese Renminbi; £1 = 9.02 CNY Visa: British nationals will need to apply for a visa to enter mainland China including Hainan Island, but not Hong Kong or Macao. If you visit Hong Kong from China and wish to return to the mainland you will need a visa allowing second entry. UK passports must be valid for six months. Dialling code: +86

108

THEBUSINESSTRAVELMAG.com

China

Incredible as it is to believe, China now has over 160 cities with more than a million inhabitants. The total population is around 1.404 billion – no wonder it is a target for ambitious UK businesses. The country is made up of over 22 provinces, five autonomous regions, four direct-controlled municipalities and the special administrative regions of Hong Kong and Macao. China is not one single market – with such a vast country it is important to understand the regional, economic and cultural differences when

developing a business strategy. This year, China’s growth is predicted at 6.6% and today accounts for one-third of global growth, according to the International Monetary Fund. However, executives need to be mindful of the risks associated with business and meetings activity in China. Risks such as bribery, fraudulent activities and third-party money laundering exist, and it is worth being mindful that large parts of the economy are still closed to full foreign participation. Competition

can be strong from state-owned enterprises and there is a complex business culture in place. The language barrier can be problematic too, and there is a need for patience to build up trust and networks. But with a fast-growing consumer

DEPARTURES

market and a monetary policy that is ensuring growth, China is a market well worth breaking into. Indeed, the UK's Department for International Trade says China will become the world’s largest luxury goods market by 2020. The US and China tariff trade war is not to be ignored by UK businesses. In response to US duties imposed on Chinese imports, China has responded with new tariffs on $60billion of American goods. The escalating trade war may well have an effect on the rest of the world.

For example, a Bank of England forecast has estimated that a fullblown trade war could hit global GDP by 2.5%, with the UK economy suffering a 2% downturn. Liam Fox, Secretary of State for International Trade, says: “What’s clear is that China’s success is part of the wider story of the rebalancing of the global economy with nations across Asia and the Far East recording levels of

growth above traditional advanced economies of the Western world. “For Britain, our ambition is to become the world’s leading champion of free trade, taking the opportunity provided by our exit from the European Union to develop an explicitly pro-trade independent policy framework.” Fox continues: “China is spending $1trillion dollars on improvements to trading infrastructure as part of the ‘Belt and Road’ programme. The initiative is at the heart of China’s drive to continue its rapid

development and involves investment in infrastructure projects throughout Asia and central and eastern Europe. “New airports, railways and ports will strengthen international links and create vast new opportunities for trade and investment.” Top exports to China include electrical machinery and equipment, mineral fuels and oils, machinery and mechanical appliances, medical, optical, photographic and precision equipment, ores, vehicles, plastics, oil seeds, grains and copper.

THEBUSINESSTRAVELMAG.com

AH subbed Focus on China.indd 109

109

9/26/18 12:48 PM

DEPARTURES

Factfile: China FLIGHTS BEIJING: British Airways flies daily from Heathrow. China Airlines goes twice daily from Heathrow, upped to three times on Monday and Friday. From Edinburgh, Hainan Airlines operates a twiceweekly service on Thursday and Sunday. From Manchester, Hainan Airlines flies four times weekly on Tuesday, Thursday, Saturday and Sunday. CHANGSHA: Hainan Airlines operates a service three times a week on Monday, Wednesday and Friday from Heathrow. CHENGDU: Air China flies three times a week from London Gatwick on Tuesday, Friday and on Sunday.

Heathrow twice weekly on Monday and Friday. SANYA: China Southern operates a twice-weekly service from Heathrow on Thursday and Sunday.

abundance of direct flights

SHANGHAI: British Airways flies from Heathrow daily, operating the service twice-daily on Monday, Thursday and Saturday. Virgin Atlantic flies from Heathrow daily and China Eastern Airlines also operates a daily service from Heathrow. As of December 7, China Eastern Airlines will operate a service from Gatwick three times a week on Tuesdays, Fridays and Sundays.

TIANJIN: Tianjin Airlines flies twice weekly from Heathrow CHONGQING: Tianjin on Monday and Friday and Airlines flies twice a chinese goes twice-weekly from week from Gatwick on carriers on Gatwick on Wednesday Wednesday and the up and Saturday. Saturday. The carrier has also launched a thriceWUHAN: China Southern weekly service from Heathrow. operates a service three times a week from London Heathrow GUANGZHOU: China Southern to Wuhan on Monday, Airlines operates a daily service Wednesday and Friday. from Heathrow. HONG KONG: Cathay Pacific flies from Heathrow five times a day. It also has daily services from Gatwick and Manchester. British Airways flies from Heathrow twice-daily, while Virgin Atlantic operates a daily service from the same airport. QINGDAO: Beijing Capital Airlines flies from London

XI’AN: Tianjin Airlines flies from Heathrow twice weekly on Monday and Friday. One-stop alternatives: A plethora of airlines fly from the UK via their European or Middle Eastern hubs to cities across China, including Qatar Airways via Doha and Finnair from Helsinki. The latter flies daily to Beijing, Shanghai and Hong Kong; four times a week to Chongqing and Guangzhou; and three times a week to Nanjing and Xi’an.

sl eep i ng BEIJING: Hilton, Park Plaza, Holiday Inn and Shangri-La are all represented in Beijing. The upscale, modern New World Beijing Hotel is centrally located, while the striking Hotel Eclat is another popular choice.

110

find oasis of calm at yu gardens

Hong Kong: You'll find all the major groups present in Hong Kong, many of which enjoy the best views over the harbour. If the budget allows, consider the very cool Upper House or the historic Peninsula hotel. SHANGHAI: Marriott choices in the city include Fairfield by Marriott Shanghai Jing’an and Delta Hotels by Marriott Shanghai Baoshan. Or try the Central Hotel Shanghai, Radisson Blu Shanghai New World or Pentahotel Shanghai.

aft er hours BEIJING: The Great Wall of China and the Ming Tombs are both worth a day-trip out of the city. Otherwise, cultural attractions include the Forbidden City, Tiananmen Square, the Summer Palace and Temple of Heaven. CHONGQING: The unique Fengdu Ghost City is a complex of shrines and temples dedicated to the afterlife.

HONG KONG: Take a train ride up Victoria Peak for unrivalled views of the destination. Lantau Island is the home to take to the Po Lin Monastery and its water in 34-metre Buddha. Victoria hong kong Harbour is a bustling area, and you can take the Star Ferry between the islands. SHANGHAI: The peaceful Yu Garden features traditional pavilions, towers and ponds. The Bund waterfront area showcases distinctive colonial buildings – and head to Nanjing Road for shopping.

THEBUSINESSTRAVELMAG.com

AH subbed Focus on China.indd 110

18/10/2018 12:26

Untitled-3 1

9/24/18 12:59 PM

The Business Travel Symposium

23.11.18 ME London

The Advantage Travel Partnership, the UKâ&#x20AC;&#x2122;s largest independent travel agent consortium, is proud to host its 3rd Business Travel Symposium. The event will address some of the key topics and challenges currently impacting the business travel arena through a combination of workshops, presentations, discussions and debates. Join us for this one-day conference and hear from thought-provoking speakers and network with industry peers.

Headline sponsors

Host venue

Official Media Partner

Visit advantagemembers.com to find out more.

Untitled-2 1 Advert for Business Travel Magazine 2018.indd 1 Bt Symposium

Untitled-3 1

27/09/2018 11:59 27/09/2018 11:30:24

9/27/18 12:19 PM

DEPARTURES

Reality check HYAT T HO U SE , WASHING TO N DC, U SA THE HOTEL

Hyatt House, an

and fridge-freezer, that in turn leads to

‘apartment hotel’ of 237 studio rooms,

a dining room with a work table, sofa

is located on The Wharf, a newly-

(that folds down into a bed) and chairs

developed one-mile-long stretch facing

and a large TV. The biggest 'wow' is

the Potomac river. It is one of three

reserved for the main bedroom, with its

hotels here – Canopy by Hilton and

king-size bed, second couch and huge

Intercontinental are the others – along

windows that had a magnificent view of

with upmarket restaurants, bars, music

The Wharf’s marina and the Potomac.

venue and outdoor stage. THE CHECK-IN

Signage is not great

THE FACILITIES

There are three

‘flexible’ meeting rooms offering the

and after my Uber dropped me in the

full range of presentation facilities. A

underground parking area – Bill and

24-hour business centre has computers

Hillary Clinton drove by as we were

and two printers. Wifi is free throughout

arriving – I eventually figured out I

the hotel. Breakfast, featuring the

needed to take an elevator to the small

traditional cooked fare, fruit and an

check-in area on the second floor. It is

omelette station is included in the rate

in the Penn Quarter and Du Pont Circle

a busy space, with a bar, breakfast

– unusual for hotels in the city. There’s

areas. It’s a chic and modern choice –

room and small ‘market’ all squashed

a small workout room and a rooftop

together. The welcome was a warm one

pool. Excellent restaurants are located

and my registration was swift. I was

just yards away, but for the super-busy

given a detailed run-down on the hotel’s

the hotel will do a grocery run.

facilities and was handed a city map.

THE VERDICT

Just three blocks south

for example, lifts are operated by a

"THE BIGGEST WOW IS RESERVED FOR THE MAIN BEDROOM"

swipe of your key card, which takes you directly to your floor. The only downside is the $35 a day parking charge. THE DETAILS

Hyatt House, 725

of the National Mall and a few minutes’

Wharf Street, Washington DC, 20024.

corner room on the top (ninth) floor,

walk from L’Enfant Plaza and other

Rates start from around $200 a night.

was enormous. The door opened to a

downtown business areas, this is an

small kitchen area with a hob, dishwater

excellent alternative to the many hotels

THE ROOM

My Executive room, a

Tel: +1 202 554 1234; hyatt.com

Steve Hartridge

WIL DE APAR T HOT E L , T HE ST R AND, L O NDO N THE HOTEL

Wilde Aparthotel

pull-down table/desk, washbasin and

London The Strand is the first of

43-inch smart TV. The kitchenette had

Staycity’s premium-brand properties

a fridge-freezer, twin hob, microwave,

and opened in March 2018. The 106-

dishwasher, toaster, kettle and a

room building, located just off the

Nespresso machine. There was touch

Strand and less than five minutes' walk

control panels for the lighting, air

from Embankment and Charing Cross

conditioning, towel rails and blinds.

stations, offers a range of studios,

The bathroom contained a rainfall

superior studios and double rooms

shower and a range of toiletries was

over its eight floors.

provided. There was also a hairdryer

THE CHECK-IN

This was a first for me,

and ironing board in the bedroom. Tea,

with the check-in being done digitally.

coffee, biscuits, milk and water were

After asking for my name, reservation

also offered. Wilde also provides a

number and credit card payment I was

smartphone device for the guests to

notified of my room and a key was

use during their stay. Guests can make

issued through the automated system.

free local and international calls, get

A member of staff was in the lobby and

unlimited internet access and order

asked if I needed any help.

room service. All data is deleted from

THE ROOM

My Wilde Studio felt

very new. With solid oak flooring, it was

the phone on departure. THE FACILITIES

While there was no

tastefully decorated and complemented

restaurant in the building, room service

with a range of soft furnishings and

was offered. An arrangement was also

accessories. Dominated by a king-size

available to eat breakfast at the nearby

bed, the bedroom area at first seemed

Smith & Wollensky restaurant. There

compact, but further investigation

was complimentary wifi access

revealed numerous storage spaces, a

throughout the property.

THE VERDICT

A great new product

from Staycity – and the central London

"GUESTS ARE PROVIDED WITH A SMARTPHONE DEVICE TO USE DURING THEIR STAY"

location was superb. The ease of check-in was great. The size of the studio apartment means it is probably best suited to shorter stays. THE DETAILS

11 Adam Street,

London, WC2N 6AA. Nightly rates start from around £164 for a Wilde Studio. Tel: 0203 499 0748. staycity.com

David Clare

THEBUSINESSTRAVELMAG.COM

AH subbed Reality check.indd 113

113

9/25/18 04:55 PM

DEPARTURES

The final word

Adventures in Wonderland

disused quarry might not sound like the ideal setting for a luxury hotel, but the InterContinental Shanghai Wonderland is no ordinary establishment. This stunning new property to the southwest of Shanghai is due to open before the year’s end and incorporates two floors above ground, 16 that descend to the bottom of the former quarry, and two underwater floors. All 336 guestrooms and suites have balconies looking out over a lake and spectacular waterfalls that crash down the surrounding cliffs. A press release from the InterContinental Hotels Group highlights the property’s “unconventional” design, and adds: “The hotel reshapes the relationship between city and nature, turning an abandoned quarry into a treasure of wonder and beauty.

Travelodge has named the ten books most frequently left behind by forgetful guests The Handmaid’s Tale, Margaret Atwood 2 The Couple Next Door, Sharri Lapena 3 Bad Dad, David Walliams 4 Origin, Dan Brown 5 The Secret, Rhonda Bryne 6 The Girl on the Train, Paula Hawkins 7 Paul O’Grady’s Country Life 8 Sharp Objects, Gillian Flynne 9 Diary of a Wimpy Kid: The Getaway, Jeff Kinney 10 Harry Potter and the Philosopher’s Stone, JK Rowling 1

“The opening of the InterContinental Shanghai Wonderland will prove to create unique and tremendous value to the city, standing out as a must-visit destination itself to welcome guests.”

Your next recruit…

t’s probably the only time you’ll see David Attenborough, Richard Branson and Will Smith take first, second and third places in the same poll, but the celebrity trio have been declared UK workers’ perfect office companions. Michael McIntyre and Rachel Riley completed the top five in the poll by co-working developer, Areaworks. The survey also sought views on workers’ preferred office facilities, with the likes of coffee machines and beer fridges top of the list. Outside space such as a roof terrace was the next most in-demand facility, with casual seating like bean bags and hanging chairs next in line. Table tennis and table football, hammocks, sleeping pods, slides and water features also appeared in the top ten.

114

THE TOP 10… LEFT-BEHIND BOOKS

Rooms are available in classic, executive and suite categories and guests can drink and dine at She Shan Lounge and The Quarry restaurant. There's also a Grand Ballroom, four meeting rooms and a foyer for reception events.

What do you give the winner of The Business Travel People Awards Best Newcomer category when they head off on maternity leave? A Best Newcomer babygrow, of course! The perfect gift was bestowed upon Alexandra Kington, Head of Marketing and Communications, by her colleagues at Clarity

THEBUSINESSTRAVELMAG.COM

Final word.indd 114

9/27/18 04:36 PM

SAVE THE DATE! Hilton London Bankside

To book your place, or for further information, contact Kirsty.Hicks@bmipublishing.co.uk

SaveTheDate-TBTC.indd 1

9/25/18 02:33 PM

Making Business Travel affordable

Years

siness travel afforda ing bu ble Mak since 2008

Your business is our business At Applehouse, we know that business travel is essential for company growth, as well as benefitting the UK economy through increased trade (Oxford Economics Research 2016). We understand the importance of achieving a balance between returns on investment, traveller satisfaction and budgetary requirements, all incorporated within a duty of care culture. We donâ&#x20AC;&#x2122;t just get you there, we help you before, during and after your trip, with our all day, every day service. Call us today to find out more about our services, discuss how we can assist you or simply for a free quotation.

0207 355 8509 | sales@applehousetravel.co.uk | www.applehousetravel.co.uk

Untitled-1 1 Untitled-3

19/04/2018 12:44 9/21/18 04:40 PM