NEW POINT OF FOCUS
What you wanted from your TMC before might not be what you need now, says ATPI'S John Nixon
The many challenges of the Covid-19 pandemic mean the role of travel management consultants is changing and new skill sets are required. Travel buyers need to know their TMC can deliver in some key areas that may have been less important pre-pandemic, particularly if an organisation’s travel destinations and type wasn’t traditionally categorised as risky. Areas of focus when assessing a TMC in this new normal should now include:
Traveller tracking tools
Knowing the location of all travellers at any one time is essential. Tools should also allow two-way messages so that travellers can check-in, receive important updates on a trip – including new restrictions that may be in place, and provide feedback on their experience. Plus, any traveller-tracking tool should integrate with traveller profile information so that status updates on health test results can be included. Your TMC should be able to advise you on how to ensure that travellers engage correctly with the tools, most importantly so that contact details are correctly provided and they can be contacted in an emergency.
24/7 support in the event of an emergency
Access to an on-call person isn’t enough. Check your TMC can provide seamless service 24/7 wherever in the world your people are. This should also include ensuring your TMC has partnerships with medical and security specialists who can arrange medical or emergency evacuations from even the most hostile locations. Your chosen partner should have experience of arranging repatriation charters.
Approach to travel approvals
A comprehensive travel approvals system is going to play a more significant role in travel management than ever before. A TMC should be able to advise clients about the entire process and should help to establish a protocol for a ‘permission to travel’ policy. This policy cannot be linked to cost alone, and must integrate sign-off from HR, risk management, as well as finance teams. Focusing on addressing the permission process ensures traveller wellbeing is at the centre of all decisions, and saves time if only the roles and departments where travel is permitted have access to relevant systems.
Flexibility
Policies and processes need to be revised constantly, and therefore the technology tools that support them need to fit-forpurpose in an ever-changing world. Your relationship with your TMC should have some flexibility too, as travel volumes are likely to have peaks and troughs for some time. This means that other supporting services such as duty of care packages need to also be flexible and take into account a different approach to travel. A one-size-fits all approach will not be suitable, or cost conscious.
Good people
The far-reaching impact of the pandemic means travel and duty of care policies will include more planning for extreme scenarios than ever before. Innovative technology is an enabler of excellent service, but TMCS would be nowhere without brilliant people. Technology will continue to play an integral role, but the role of experienced and exceptional people with a robust understanding of not just the business travel sector, but the industries important to their clients, has never been so important.