TREND: CUSTOMER SERVICE EXPECTATIONS

maintaining high levels of customer service is crucial in this increasingly challenging and uncertain world but lower revenues and dramatically downsized workforces means standards might slip.

It's a problem across the whole business travel eco-system, including the TMC sector.

"With a reduced demand for travel but an increased demand for support, diminished workforces have resulted in some TMCS not being able to provide a quality service," says Ewan Kassir, Clarity Head of Global Sales.

"Organisations are demanding the highest level of support and need a TMC that can demonstrate stability, both financially and resource wise, and an unwavering commitment to their clients."

Clarity CEO Pat Mcdonagh says it's all about instilling confidence.

"Now, more than ever, maintaining high levels of service is a necessity and expectation. Travellers, bookers and procurement managers must have confidence in their TMC.

"It should go without question that they have your back, from booking, to getting home and every bump along the way. Our industry is navigating its way back to recovery, requiring a level of adaptability never experienced before.

"Technology is important, of course, but it has to be underpinned by experienced, knowledgeable people."

Julie Cope, Managing Director Taketwo Travel Solutions, believes it might be time to reassess your TMC relationship.

"If your TMC is not meeting their SLA then you should be reviewing not just the terms of the SLA but potentially also whether your current TMC is the right one for you."