Businessthe travel 66 October/November 2017 MAGAZINE THE BUSINESS TRAVEL MAGAZINE • OCTOBER/NOVEMBER 2017

LIGHT SPEED AHEAD THE BUSINESSTRAVELMAG . The technology shaking + Rail travel up travel management Regional airlines Australia & New Zealand

COM TALKING TRAVEL: ANDREA BOCELLI

FINAL Cover.indd 1 28/09/2017 15:39 17700ad-template.indd UK - TBTM 23Qsuite ad.indd 1 9/11/1726/09/2017 11:13 16:47 AM ARRIVALS

OCTOBER/NOVEMBER Contents 2017 Features 18 84 24 Regional airlines 34 Rail travel 59 Extended feature: Travel technology

6 Arrivals 6 Opening Shots 8 Everyone's Talking About... Extended feature Duty of care at TBTC'17 11 Six of the Best: European conference resorts 12 Spotlight on: Travel Uber's capital pains 14 Speaking Out: 74 Cancellation policies technology 15 The Knowledge: how to get big results as a small company Find out how to make the fast-changing world of travel technology work for your business Regulars 16 Event review: The Business Travel Conference 2017 18 The Conversation: Adrian Parkes, Chief Executive, GTMC 81 (p59-78) 20 The People Awards 21 The Debate: Meetings policies 22 Picture This 44 23 Meet the Buyer: Sarah Stone, Global Travel Manager, Arm 32 Sustainability: Green policies gather momentum 44 Talking Travel: Andrea Bocelli

20 15 11 The Review 47 Twelve pages of news, views and the latest developments 34 Departures 79 New Kid on the Block 80 On the Road 81 Meeting in: Bath 24 16 83 On Business in: Jeddah 84 Focus on: doing business in Australia and New Zealand 88 Reality Check 90 The Final Word

32 90

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Contents.indd 3 28/09/2017 15:48 Catching the early bird.

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ad-template.indd 23 26/09/2017 16:50 document7977288094819413039.indd 1 17.07.17 15:35 ARRIVALS Welcome Safety first the BusinesstravelMAGAZINE uty of care emerged as the dominant theme at our recent EDITORIAL EDITOR annual event, The Business Travel Andy Hoskins Conference, despite there being [email protected] CONTRIBUTORS no single session dedicated to the Neal Baldwin, Colin Ellson, Linda Fox, Roger Gardner, Rob Gill, Dave Richardson, Gillian Upton subject. Nevertheless, the majority & Angela Sara West of the event's 20 seminars and workshops touched on it to some extent, STAFF JOURNALISTS Benjamin Coren & Laura Gelder Dwith delegates hearing how various travel managers, TMCs and risk EDITORIAL DIRECTOR mitigation experts approach duty of care. Steve Hartridge It is a reflection of the unpredictable environment we live in and the destinations we travel to that duty of care has risen up the agenda – and stayed there – in recent years. Find out what was said on the subject on SALES pages 8, 16 and 17 in this issue. PUBLISHER David Clare Strong processes and good management tools can help companies locate [email protected]

their travellers in times of disruption, and it is travel technology that is the SENIOR SALES MANAGER focus of our extended feature in this issue, stretching from pages 59 to 78. Craig McQuinn [email protected] Here you’ll find news and views on the latest booking tool developments, learn about the potential of artificial intelligence and chatbots for travel management, find out how to put mobile technology to use and more. DESIGN & PRODUCTION Also in this issue are interviews with Adrian Parkes, the new Chief Executive CREATIVE DIRECTOR Matt Bonner of the GTMC; Sarah Stone, Global Travel Manager at Arm; and in our high- DESIGNERS profile Talking Travel slot, globe-trotting opera star Andrea Bocelli. Louisa Horton, Ross Clifford, I'm loath to mention the 'C' word this early in the year, but next up on our Monica Notarnicola & Zoe Tarrant

growing list of events is The Business Travel Magazine Christmas party, details PRODUCTION & STUDIO MANAGER of which can be found on page 29 – book soon, for it will sell out! Clare Hunter PRODUCTION CONTROLLER Steve Hunter

BMI PUBLISHING MANAGING DIRECTOR Martin Steady

Andy Hoskins, Editor (Print) ISSN 1754-8543. THE BUSINESS TRAVEL MAGAZINE IS PUBLISHED BY BMI PUBLISHING LTD: SUFFOLK HOUSE, GEORGE STREET, CROYDON, SURREY, CR9 1SR, UK. T: 020 8649 7233 E: [email protected] BMIPUBLISHING.CO.UK ALL PAPER USED IN THIS PUBLICATION IS SOURCED FROM SUSTAINABLE FORESTS AND IS FULLY RECYCLABLE

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Welcome .indd 5 28/09/2017 15:49 ARRIVALS OPENING SHOTS Eye-catching images of the latest news and developments

The luxurious 155-room hotel is brimming with event and meeting space possibilities”

Singing the blues O'CALLAGHAN Irish family-owned group O'Callaghan Hotels has opened its first UK property, the 155-room Tamburlaine in Cambridge. Situated close to the city's train station, the property offers five meeting spaces for groups of up to 120, a modern European restaurant and bar, and a Garden Room available for tea parties and events.

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Opening Shots.indd 6 28/09/2017 13:13 Arabian nights FOUR SEASONS The Four Seasons Hotel Kuwait opened at Burj Alshaya this autumn. Located in one of the city's most architecturally striking buildings, the hotel offers chic dining options and extensive event space.

Singapore style ANDAZ Hyatt has opened its new Andaz Singapore near Marina Bay. Billed as a modern take on the 'shop house', it features a floor offering seven neighbourhood dining experiences.

All saints ROOM 2 Aparthotel brand Room 2 has unveiled plans for its second property, due to open in Southampton in March 2018. The fledgling company specialises in cool studio-style rooms suitable for business and leisure stays.

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Opening Shots.indd 7 28/09/2017 13:13 ARRIVALS EVERYONE'S TALKING ABOUT... Duty of care at TBTC'17

“IF AN INCIDENT HAPPENS WE HAVE A CRISIS CASCADE. WE HAVE AN ALERT AND AN AUTOMATIC CONTACT PROCESS “TECHNOLOGY DOESN’T IS INITIATED. IT’S A POWERFUL COMFORT TO TRAVELLERS” RESCUE YOU BUT IT PROVIDES CONFIDENCE AND VISIBILITY. YOUR Gemma King, Travel Manager EMEA/APAC, Omnicom TMC SHOULD HAVE THE PROCESS AND PROCEDURES TO RUN REPORTS Companies must provide AND HELP YOU REACH THOSE effective safety training for AFFECTED BY AN INCIDENT” Ewan Kassir, Head of Sales, Clarity their employees, but travellers must also have more accountability for

“Concentrate on duty of care and the their actions when wellbeing of your travellers and you may travelling well find you also improve compliance and reduce travel costs too” overseas” Carolyn Pearson, Maiden Voyage Lloyd Figgins, International Risk Mitigator “WE’VE HAD HOTELS REMOVED FROM OUR ONLINE BOOKING TOOL IF THEY’RE NOT APPROPRIATE ON

SAFETY GROUNDS” Imelda Aspinall, UK Travel Manager, MBDA Missile Systems

“Although we now have the technology to enable users to ‘check in’ at their location as safe, it will be some time until people are used to using it quickly. Until they are, a good approach is to educate, train and encourage vigilance so we can proactively respond to future incidents”

Robert Curley, Principal Business Improvement Manager, Amey

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ad-template.indd 23 26/09/2017 17:22 SAA0917_3530_Business_Travel_Ad_275x210.indd 1 2017/09/11 9:08 AM ARRIVALS SIX OF THE BEST

Six of the best... European conference resorts

ANANTARA VILAMOURA ALGARVE 1 Anantara Vilamoura is the Asian group’s first hotel in Europe. Its meeting and event facilities are among the largest on Portugal’s Algarve, with capacity for almost 1,000 delegates. The 280-room resort is a 30-minute drive from Faro Airport, and next to the Oceanico Victoria golf course.

BARCELO MARBELLA 4 This sophisticated and luxurious resort was refurbished this year, NH NOORDWIJK CONFERENCE with every guestroom upgraded. CENTRE LEEUWENHORST Facilities include its own 2 Just 20 minutes from Amsterdam convention centre, with capacity Schiphol Airport, the 513-room for up to 1,500 delegates, a hotel has 123 meeting rooms, plenary room and nine sub- with one big enough for 2,000 committee rooms. The hotel also delegates. There are plenty of offers free wifi throughout. event options and a unique 3D holographic projection system. WESTIN RESORT COSTA NAVARINO Featuring 445 rooms and suites, MELIA ATALAYA PARK HOTEL 6 this Greek beachside resort 3 This hotel in Estepona, Spain, boasts extensive conference and will join the Sol by Melia portfolio meeting facilities. Its House of in 2018 and undergo a complete Events space can host up to refurbishment, ultimately 1,600 delegates in the Great Hall, comprising 468 rooms, six and there are numerous outdoor restaurants, a golf driving range spaces available, plus 11 meeting and 12 conference rooms. rooms with high-speed wifi.

RITZ-CARLTON ABAMA TENERIFE The luxury resort has an 18-hole 5 championship golf course alongside its meetings and events facilities. There are 10 meeting rooms, multimedia and breakout rooms, and exhibition areas. There are numerous dining and outdoor areas for smaller or informal gatherings.

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Six of the best.indd 11 28/09/2017 16:13 ARRIVALS SPOTLIGHT A closer look at industry developments Spotlight on... Uber's capital pains

If Uber’s not good enough for Transport stories for the corporate community to countered: “Drivers who use Uber are for London, is it really good enough for be cautious about sanctioning its use: licensed by Transport for London and have your business? The ride-hailing app lax background checks, a lack of regulation, been through the same enhanced DBS continues to divide opinion. poor working conditions and unsavoury background checks as black cab drivers. driver incidents, to name a few. Our pioneering technology has gone further When Uber was stripped of its licence to While some companies have embraced to enhance safety with every trip tracked and operate in London recently there was outcry Uber for business purposes, others have recorded by GPS.” among voracious consumers of the cut- outlawed its use and some turn a blind eye Its CEO Dara Khosrowshahi, meanwhile, priced car service. Uber says 3.5 million to it. Recent statistics from expense man- conceded “that there is a high cost to a bad Londoners use the app and there is agement company Chrome River set the reputation” and pleaded with Londoners to undoubtedly significant usage among those scene: 48% of companies it surveyed allow “work with us to make things right”. on business, but some companies might the use of ride-sharing services such as Uber Uber will continue to operate in the capital welcome the end of its presence in London. and Lyft, 17% do not, 13% mandate their throughout the inevitably drawn-out legal For all the benefits and admirable use, and 22% do not have a specific policy. appeal, and its drivers will still be on the innovation that Uber has delivered, it has Transport for London's decision not to roads in 40 towns and cities around the UK also been dogged by enough bad news renew Uber's licence on the basis that it is and some 600 destinations worldwide. “not fit and proper to hold a private hire Even so, Uber is already banned in operator licence” feels particularly pertinent. numerous cities and countries – though Should it be TfL says the operator's “approach and not always on grounds of corporate conduct demonstrate a lack of corporate responsibility – and, should it ultimately driven off responsibility in relation to a number of be driven off London's roads, it will be London's roads, it will issues which have potential public safety and interesting to see if UK-based corporates security implications”. begin to shun Uber in destinations farther be interesting to see The move was backed by Sadiq Khan, the afield. On the other hand, if Uber successfully if corporates begin to Mayor of London and, not surprisingly, the appeals and earns a licence extension in city's army of black cab drivers. Uber's London, we can expect it to seriously up its shun Uber elsewhere” General Manager in London, Tom Elvidge, game in the capital.

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ad-template.indd 23 26/09/2017 16:52 ARRIVALS SPEAKING OUT Hotel cancellation policies Independents ignore chain reactions

While the likes of Hilton and Marriott are tightening their cancellation policies, another hotel group is encouraging smaller operators to do the opposite.

Earlier this year Marriott, Hilton and IHG all tightened their cancellation policies, meaning customers must now cancel their rooms more than 48 hours ahead of arrival (24 hours in the case of IHG) or face paying a penalty – typically the cost of a night’s stay. While Marriott’s new policy applies only in North and South America – for now – some spectators think a 48-hour policy will become the ‘new normal’ and, not surprisingly, many corporates are concerned about the potential impact on their travel programmes. Hotel booking company HRS says 5% of hotel bookings are cancelled within 48 hours of arrival, which would cost one of its key clients $600,000 annually in cancellation fees. Businesses with corporate deals in place, however, should not be affected, and it is thought penalty-free late cancellations will simply become a further negotiating point in future discussions with suppliers. Nevertheless, some smaller hotel groups is instead asking its partner hotels to provide “From talking to travel managers, it seems have identified the trend as an opportunity more sympathetic cancellation terms, even the big mergers are just utilising their power to 6pm on the day of arrival. to be more demanding.” says Bekoe. “It’s a deliberate response to help satisfy “Buyers still want chain-wide deals but there Buyer-supplier our customers’ needs.” says Bekoe. “Other are concerns over lessening competition relationships independent groups should do the same because of the mergers. On the plus side, we thing. It could be an opportunity to take are seeing a trend among travel managers are so important. market share from the global groups and seeking two-year deals which demonstrates There should be a help strengthen existing relationships.” a commitment to the relationship.” Bekoe continues: “Buyer-supplier Regardless of the length of new deals, partnership, not just relationships are so important. It should be the changes in cancellation policy by the a commercial deal” a partnership, not just a commercial deal, global groups are unwelcome, as one travel especially from the point of view of a smaller, manager recently told TBTM: “Reduction in independent group.” flexibility naturally correlates to an increase to win marketshare off the ‘big boys’ by If a poll of 100 travel managers by HRS is in costs. Whichever way you look at it, it’s not taking contrasting action. “I think the 48-hour anything to go by, the strategy could pay great news for corporates.” policies are unjustified but the big chains dividends, as it is about relationships not have the clout to make these moves,” says transactions. It found 32% plan to negotiate LINDA BEKOE Linda Bekoe, Vice President of Global Sales exceptions to new cancellation policies, while Linda Bekoe is Vice President and Marketing at Global Hospitality Services. 15% will restrict which brands they use in of Global Sales and Marketing “I think it will become the industry standard order to avoid additional costs. at Global Hospitality Services (GHS), managing the global for the global groups but, from an inde- “The extension of the cancellation period sales team with offices in pendent perspective, I don’t think it’s going shouldn’t have come as a surprise,” says America, Europe and Asia. to happen.” In fact, Global Hospitality Bekoe, who suggests key mergers have given Linda was previously Head of Sales for Grange Hotels. Services, with over 330 independent hotels, the big groups even greater influence.

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Speaking out.indd 14 28/09/2017 15:51 ARRIVALS THE KNOWLEDGE

How to... Get big results as a small company

In the average small business, employees booking travel, your employees can zone in the key people within the business. “The are still booking their own flights, rail on the reason for their trip. They will arrive personal service, hard work and attention travel and hotels because it’s thought of better prepared, rested, refreshed, and in to detail that goes into our trips has made a as being cost-effective. Paul Casement, the best physical and mental shape to dramatic change in how myself and my Director of Sales and Account perform at their peak. colleagues travel for business,” says Eccles. Management at Clarity, explains how Paul Eccles, from mechanical engineers travel management companies can KSB in Glasgow, says: “As a company that deliver value even to SMEs. employs more than 100 people in the UK and spends around £150,000 annually on LOWER COSTS business travel, we have benefitted hugely Small and medium-sized from the help and support of the team businesses – those managing our travel.” companies spending less than £300,000 on travel THE BEST annually – can gain access to a TMC’s buying power TECHNOLOGY and supplier relation- Nowadays leisure ships, helping them travellers most often secure the most competitive prices in the choose to book market. If the TMC has a dedicated SME online. By putting division, it will appoint an account manager your business travel to assist with trip planning and budgeting. in the hands of a TMC your employees will also have the ability to book all UK and DUTY OF CARE international travel online, but will be Using a TMC also ensures providing crucial added-value information that employers are to ensure all aspects of the visit are properly looking after staff seamless and safe. who travel on business – a necessity in today’s volatile world. Duty of care products include PERSONAL SERVICE traveller tracking, traveller alerts and A TMC will appoint a personal account even round-the-clock advice and crisis manager for each company they have as management services. ‘Business unusual’ a client, no matter the size of the business. is what a TMC is set up to deal with. This provides a main point of contact for the FOCUS ON entire organi- THE JOB AT sation. The account manager HAND will understand Freed from the the client’s needs time involved in and develop a researching and relationship with

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Knowledge.indd 15 27/09/2017 16:09 ARRIVALS EVENT REPORT

TBTC'17 A meeting of minds

More than 20 seminars and workshops took place over two days at The Business Travel Conference, which was held at the London Hilton Bankside in September. Andy Hoskins and Benjamin Coren report.

Keynote speaker Lloyd Figgins set the scene at The Business Travel Conference 2017 as he focused on duty of care in the event's opening session. The international risk mitigation expert told delegates: “The people who can be heroes and make change happen are you. Travel risk programmes should be simple, effective and embedded in your programme. Putting the systems in place is easier than clearing the mess up afterwards.” He praised the government's “run, hide, tell” campaign and advised companies to

make the FCO their first port of call when CONFERENCE seeking information on destinations. BUZZWORDS Paul Wait, the new Chief Operating Officer at Southall Travel Group, and • PERSONALISATION • companies with mature travel Craig Cherry, Procurement DISTRIBUTION • NDC • DATA programmes can take things to Director at Dentsu Aegis REGULATION • DUTY OF CARE • the next level, highlighting the We have a good Network, tackled the increasingly RISK MITIGATION increasing importance of complex world of airfares and stakeholder engagement and travel policy distribution. Wait advised buyers to innovative thinking. that’s well adhered look forward rather than referring to David Bishop, Vice President of Global historical data when negotiating route deals: to but we also have “You need deep understanding of future demanding clients so business volumes,” he said. Wait also suggested considering seven- we can’t be too rigid” month airline deals to coincide with peak travel seasons, while Cherry stated the importance of flexibility in his deals: “We have a good travel policy that’s well-adhered BUCKETS & BALLS to but we have demanding clients so we The prize for best use of PowerPoint can’t be too rigid.” goes to Jenny Prescott, Global In a session called The Day After Tomorrow, Business Development Director at travel manager Jon Bolger and Emma Dean Giles Travel. She neatly illustrated of Cycas Hospitality examined how several different approaches to EVENT SPONSORS managing global travel programmes by variously allocating 'balls' - such as travel policy, duty of care, TMCs, supplier strategy, data, payments and expense management - into global, regional and local 'buckets', according to a particular model.

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TBTC17 Review.indd 16 28/09/2017 11:50 ARRIVALS EVENT REPORT

The larger the purchase, the bigger the device you’re going to book it on. Mobile works for rail but not round-the-world flights”

Business Development at Atriis and Richard Kelly, Director of Product Management at HRG got stuck into the fast-evolving arena of travel technology and, in particular, NDC. “The airlines want to personalise what they sell to you. NDC will bring levels up to what you see on their consumer websites,” said Bishop. On the other hand, as Kelly pointed out, “Clients want quick information, not reams and reams of it. It’s like a Google search – no one goes beyond the first page.” As for mobile booking technology, Kelly said: “The larger the purchase, the bigger the device you’re going to book it on. So mobile works for rail tickets but not for round-the-world flights.” Using data to drive savings was the theme of a seminar delivered by Pieter Rieder, of travel management company ATPI, who said an automated expense system is key to crunching the numbers. “There is easy money to be had by pulling everything together in one place,” he said. “If you’re still on a manual expense system you need to seriously reconsider that.” He added: “Over 60% of spend is on hotels and airfares, so it’s the first place to look to optimise savings. Try to negotiate included wifi and breakfast, for example, based on your data. You can also use data to persuade your own people to do the right thing.” See page 8 for more on duty of care at TBTC

GETTING PERSONAL NUMBERS UP CALLING CARD In a workshop getting to grips with A pair of business class tickets to personalisation in business travel, “WE’RE OBSESSED BY DATA! Taiwan, courtesy of Eva Air, were Graham Ross of FCM set attendees IT WAS RUBBISH TO among the prizes up for grabs as the task of generating innovative NON-EXISTENT WHEN I part of the conference's popular new tools or processes. The winning Calling Card competition group�s idea was traveller profiles JOINED THE COMPANY BUT that move with employees when IT’S NOW A CORNERSTONE they join new companies. OF OUR PROGRAMME,” SAID AMANDA WORTHINGTON OF MATALAN

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TBTC17 Review.indd 17 28/09/2017 11:51 THE CONVERSATION

Chief Executive, GTMC ADRIAN PARKES

The business travel association's new CEO speaks to Andy Hoskins about his aspirations for the GTMC and the challenges its members face

t is Adrian Parkes’ sixth day in his role suppliers and agencies alike coming to their clients. The wider industry is producing as the new Chief Executive of the GTMC terms with increasing complexity and fast- the technology they need or can buy into.” Iwhen I speak to him, but his well- moving technology. But is it fair that TMCs Having been at the heart of a merger rounded experience in the industry means are frequently told they must evolve or risk himself, between Portman and Clarity in he can hardly be called a newcomer. becoming irrelevant? 2016-17, Parkes says such deals are simply He has held senior roles at GTMC member “There’s a certain amount of noise around part of a “healthy, progressive industry”. Portman/Clarity, and at Etihad Airways and that sentiment but I just think the robust He saw no obvious impact on business Bmi, together spanning some 20 years. His nature of the industry shows it will be here travel at the TMC following the UK's narrow airline roles were preceded by a successful for a long time,” says Parkes. vote to leave the European Union, and Brexit early career in the FMCG environment “I've seen periods like this before for the is not on the immediate agenda for the involving “crisps, snacks and latterly Pot industry. It’s survived commission cuts, it's GTMC. Rather, it will support projects that Noodles” at Golden Wonder, says Parkes. survived low-cost carriers, the rise of internet generate business travel and power the “It’s not like I’ve been starting from cold sales... because of the quality of service TMCs economy, regardless of EU membership. because of my long association with the deliver. It will ride the changes coming over “Airport expansion remains a key point for GTMC and the value proposition of travel the horizon by adapting. You'll see a lot of us, both in the South East and nationwide,” management companies,” he says. technology developments in the industry.” says Parkes. “We want to see increased Parkes has no immediate plans to meddle But where does that leave smaller TMCs capacity at regional airports and improve with the status quo at the GTMC which, with less financial muscle to aid their access into them. We have a lot of data under the guidance of departing CEO, Paul evolution? Parkes gives short shrift to the around this and what additional regional Wait, has worked hard to justify its self- notion that, in a market that continues to capacity brings to the economy.” proclaimed status as the ‘voice of business consolidate, they are ripe for acquisition. He also speaks passionately about the travel’. It will continue to look after its “They have strong, loyal customer bases organisation's newly established 'next member agencies' interests while and understand fully the requirements of generation' working party and was pleased campaigning on wider travel industry issues. to be a part of its inaugural meeting in his “We’ll be looking to continue a lot of Paul’s first week at the GTMC. “There was so much hard work and contributions to the GTMC. There are so enthusiasm in the room and so much It’s important to make sure we have that diversity. Our members are keen that they continuity,” says Parkes. “And then there’s many great have young, upcoming staff involved, whether supporting our membership with some of opportunities in this it's people from operations, e-commerce, the changes we’re facing in distribution, web development, data management, regulation and legislation coming up in the industry for young account management, sales, marketing… next 12 months.” people so we really There are so many great opportunities in It certainly feels like a significant period this industry for young people and we really of change for the industry, with buyers, need to promote it” need to promote it as a career path.”

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Conversation Parkes.indd 18 28/09/2017 10:36 THE CONVERSATION

in brief...

You were working for Portman at the time of its merger with Clarity. Are M&As something you expect to see more of? If you look over the last 10 or 15 years there have been acquisitions on a fairly regular basis. It is a progressive industry and those types of things will continue to happen. I also expect we'll see some new entrants and diversification of business models.

How did you come to join the GTMC as its new CEO? I’ve had an interest in the GTMC for many years, and a close working relationship as both a partner at Bmi and Etihad Airways and as a TMC member with Portman. It was a role I was very keen to pursue when the opportunity came up. Clarity were incredibly supportive of the whole process and I feel privileged to have been appointed.

What do you think are GTMC members' biggest concerns at the moment? Credit card changes [the removal of chargeable fees] that come in January, and then there's new General Data Protection regulation later in the year. They are fairly big topics of conversation but I would say TMCs feel they're on top of them. ADRIAN PARKES

Adrian Parkes became Chief Executive of the GTMC in September. He was previously Chief Commercial Officer at Portman Travel, which he joined in 2010, and then Clarity as the two businesses merged earlier this year. Parkes has also held roles in the travel industry with Etihad Airways, where he was Vice President of Sales, and Bmi, where he was Commercial Director.

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Conversation Parkes.indd 19 28/09/2017 10:36 THE PEOPLE AWARDS meet the winner AMY HOGARTH

Amy Hogarth of travel management company CTI was named Sales/Business Development Manager of the Year at The People Awards 2017

Tell us a little about your career in the travel industry… After studying a degree in Geography at the University of Leeds I took a year out to travel Europe and East Africa. I joined The Savoy Hotel in London for its grand reopening in 2010. Following that, I moved into corporate travel, working for both a global corporation and a small independent agency, before finding my feet at CTI.

What do you particularly enjoy about your role and the industry as a whole? I love my job. No two of my clients are the same, and I love getting really involved with their business to ensure that CTI becomes an extension of themselves, not just a supplier. The diversity of my days is what I enjoy the most. I’ve had factory tours of aircraft tyre manufacturers, seen the production process of an Olympic ceremony stage setup, and next month I'm flying to What do you think of the People Awards Luxembourg to talk all things yoghurt! I in general? Attracting wouldn’t want to do anything else. They are a wonderful way of celebrating all young talent the amazing talent we have in our industry How did you feel about winning an that would otherwise be overlooked. to the industry is a accolade at The People Awards? challenge. I never I was absolutely delighted as I think was What advice would you give to someone evident on the day. I was a little entering The People Awards? would have thought to overwhelmed as I’d seen myself The same advice I gave myself: be join it during my time as the underdog. I was honest and true, and don’t be honoured and very afraid to shout about yourself at university as I didn’t grateful to have been The People Awards and all the great things you’ve nominated by the recognise outstanding done. If you are passionate know it existed” Senior Leadership individuals and teams across it will shine through. Team at CTI. all aspects of the supplier a taster of what a great industry it can be, element of corporate travel What do you think are and we are recruiting passionate graduates management whose professionalism What do you the industry’s greatest who are excited to be part of it. and business excellence make think it will mean them stand out from their challenges currently? Duty of care is a challenge faced by all, for your career? industry peers. The People Attracting more young and one of ever-increasing importance. CTI Hopefully the Awards 2018 open on talent, so the industry can are well-placed to assist companies who award demonstrates January 1 embrace and drive change. I perhaps had previously left traveller safety my commitment to the fell into the industry, and I love on the table. The important thing to get business travel industry it – but I never would have thought across to travellers is that it’s not a rulebook and my desire to be part of the to join it during my time at university, as for what they cannot do, but a set of generation that moves the industry I didn’t know it existed! At CTI we have guidelines for keeping them safe as well into the future. engaged with local colleges to give students as controlling expenditure.

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People Awards.indd 26 26/09/2017 16:48 THE DEBATE

DOUGLAS O’NEILL Consider using ANDREW NEWTON CEO, Inntel, & Chair, GBTA Europe Head of Corporate Travel, Direct Travel Meetings Committee an agency. The savings will cover the

or some reason, companies in cost of their advice s a firm which manages the UK are less likely than those and enable you to take both corporate travel and elsewhere to have a formal control, save money meetings for clients, we see meetings policy – and you have many travel policies that to look right to the top of the and raise standards” cannot cope when applied to enterpriseF scale before it’s the norm. Douglas O'Neill travelA for large-scale events and meetings. If you ranked businesses in size on a scale Many companies do not have a separate of one to ten, with ten being huge meetings policy or a set of exceptions that corporations, businesses as low as a apply in these cases. An example of this is four would have a travel policy, but the common policy of limiting the only those at eight or more numbers of company passengers would have a meetings policy. on the same aircraft. While this is It makes no sense because sensible and may be workable the two are inextricably as part of normal business linked. All decisions that operations, it can cause real are documented in a Do meetings headaches, costing a lot corporate travel policy of time and money in – preferred suppliers, sourcing alternative preferential rates, policies play options if large group discounts, numbers of people efficiency savings from one location are and risk assess- second fiddle required to fly to the ments – are equally same meeting. important con- Given the relative siderations safety of flying today, it for meetings to travel? is somewhat ironic that management. the same employees are According to a recent While most companies have comprehensive then often placed in the report by the GBTA, policies for business travel, are parallel documents same hotel or venue upon between 1% and 3% of a arrival where they are outlining the rules for meetings less common, company’s total revenue is potentially at a greater risk spent on meetings and and how can companies take action? than in the sky together. It events, with between 25% and changes the dynamics of the risk 30% of the M&E spend going on and consideration should be given travel and expenses directly to exceptions in the policy. associated with meetings and events. A standard company policy might allow If a company has a travel policy but no some flexibility by enabling a junior meetings management policy then less than employee to travel premium with a senior a third of this significant spend is being colleague on normal corporate travel, but subjected to formal scrutiny. again this exception may become unfeasible Companies need to give their meetings when you have a larger group travelling. the same attention as they give travel. The key to simplifying these issues is to Consider using an The key to build 'meetings' agency. The potential simplifying considerations and savings will cover the these issues is to exceptions in to cost of their expert the travel policy at advice and enable build 'meetings' the beginning you to take control, considerations into so that executive save money time is not being and raise the travel policy” wasted at a standards. Andrew Newton later date.

THEBUSINESSTRAVELMAG.COM 21

Debate.indd 23 28/09/2017 10:37 PICTURE THIS

Bucharest HIGH RISER

Bucharest is the fastest growing visitor destination in Europe according to the new Mastercard Destination Cities Index published in September. The Romanian capital experienced 10.4% growth in overnight visitors between 2009 and 2016. The report additionally found Bangkok remains the most visited destination worldwide – London is runner-up again – and Dubai leads the way in terms of international visitor spending.

22 THEBUSINESSTRAVELMAG.COM

Picture this.indd 22 28/09/2017 11:55 MEET THE BUYER meet SARAH STONE

Sarah Stone is the Global Travel Manager at semiconductor IP company, Arm. She tells TBTM about her role

I have 26 years’ experience in the travel Mitigating risk industry since completing a Travel and Tourism Course at De Havilland College. is paramount, My career in travel began with Thomas Cook before I moved into business travel as particularly with so a consultant when we were still hand- many new employees writing tickets. I progressed into various management roles that involved working joining the company” alongside various TMCs. I spent many years managing the travel programme for an international aerospace company spending, supported and executed some of our key at the time, £100million a year on travel. events. The savings from these changes is My current role at Arm has been extremely already proving significant. rewarding and has provided lots of opportunities to make an impact. We’ve worked with our travel management company, CTM, for two When I started at Arm in 2012 we had years. We have a lot of long-haul bespoke around 2,300 employees globally with 29 travel that requires significant offline offices. We now have close to 6,000 support. That is an important feature for us. employees and approximately 50 offices. We use Concur for simple business trips It would be fair to say that we have and travellers have the choice to book embraced a huge amount of change and online or via an agent at CTM. continue to evolve our travel programme and support our travellers. A significant percentage of our travel is are currently predicting a 20% increase in in economy or premium economy. Travel The responsibilities of our team include travel-related spend for 2017 overall, driven costs are in the main absorbed by Arm as management of the global travel pro- through our growth as a company but also opposed to customer-invoiced travel so we gramme, policy compliance, supplier service to meet the needs of an ever-growing do our best to remain flexible, although delivery, supplier contract placement and number of partners. financially prudent. The same travel policy is negotiation, travel risk management followed by everyone, and is based on the and corporate cards. We have led several innovative need to travel regardless of status. process improvements, one of Around 70% of our travel which was the complete We concentrate on duty of care to our is long-haul with most OUT OF THE OFFICE restructuring of the global travellers and their travel experience, traffic between the UK, "Arm employees are given a meetings and events rather than focusing solely on achieving US and Asia. Our travel four-week sabbatical every four process, providing improved savings. Mitigating risk is paramount, tends to remain con- years so this year I spent a month visibility of spend and particularly with so many new employees sistent in terms of our travelling in India – it was better leverage on costs. joining. We have recently launched some key volume city pairs, amazing. My favourite winter global travel workshops, which provides a with London, Austin, destination is Dubai. I’ll be The M&E spend was very snapshot of the key travel processes and San Francisco, San Jose, returning for the fragmented; it was booked ensures employees are aware of the Tokyo and Shanghai 12th time this year!" and managed on an ad-hoc services Arm and its travel suppliers provide. among our top destinations. basis by various individuals. Our new M&E policy, introduced in January It is a huge global team effort supporting In July 2016 Arm was acquired by 2017, is a centrally managed process with travel at Arm so I'm grateful to all those Softbank. Since then more than 1,000 support function. We have an approved list involved, in particular my team who have the employees have joined Arm worldwide. We of event providers, including ETM which has pleasure of putting up with me every day!

THEBUSINESSTRAVELMAG.COM 23

Meet the buyer1.indd 23 28/09/2017 10:39 REGIONAL AIRLINES

small WONDERS New partnerships, routes and business strategies are shaking up the UK’s regional airline sector. Rob Gill reports

24 THEBUSINESSTRAVELMAG.COM

Regional Airlines_V5.indd 24 28/09/2017 11:55 REGIONAL AIRLINES

Despite the many changes in the sector, one thing that remains constant is the reliance that regional carriers have on the corporate market”

egional airlines may not garner Flybe has also been in the headlines this Embraer 170s and 190s. With these aircraft, a huge amount of publicity year for launching its first flights from capacity ranges from 76 seats to 108 seats. R compared with their bigger rivals, Heathrow – it is now offering more than As a comparison, easyJet’s Airbus aircraft but 2017 is shaping up as a pivotal year in 40 flights a week from Aberdeen and range from 156 to 186 seats, while Ryanair’s the industry with a series of developments Edinburgh to the UK’s main hub airport Boeing 737-800s have 189 seats. reshaping how key players will be using slots that were previously operated BA CityFlyer, which celebrated its 10th operating over the next few years. by Virgin Atlantic’s short-lived Little Red anniversary this year, now operates to 54 This year has already seen the domestic service that closed in 2015. destinations in the UK and Europe following disappearance of Isle of Man-based Despite all these changes, one factor that the introduction of services from Citywing, which went into liquidation in should remain constant is regional airlines’ Manchester, Birmingham and Bristol March, while August saw the end of a reliance on the corporate market – around airports, as well as the addition of capacity 10-year franchise agreement between 40% of Flybe’s passengers are business at Stansted, Edinburgh and Dublin.  Flybe and Scottish carrier Loganair, which travellers while they also account for “the operates services between mainland majority” of Bmi Regional’s business. airports and Scotland’s remote “highlands and islands”. So what is a regional airline? In Loganair’s place, Flybe is now working What has traditionally distinguished with Humberside-based Eastern Airways regional carriers from other airline business through a new five-year franchise models – such as the low-cost titans of agreement, which will see Eastern’s easyJet and Ryanair – is that they operate scheduled flights operate under the Flybe on routes that do not generally have brand from October 29. sufficient passenger traffic to make them Meanwhile Loganair has been promoting viable when using the kind of larger aircraft itself as “Scotland’s airline” and talking up its that low-cost carriers typically fly. independence, including the introduction of A good illustration is British Airways’ a new tartan-based livery. The Glasgow- CityFlyer subsidiary, which is based in based carrier has also agreed to an Manchester but operates primarily from Xxxxxxxxxxxxxx expanded codeshare with British Airways. London City where it has a fleet of 20

THEBUSINESSTRAVELMAG.COM 25

Regional Airlines_V5.indd 25 28/09/2017 11:55 MANY HAPPY

RETURNS ABERDEEN

With convenient day

returns from 4 out of 5 EDINBURGH London airports*, GLASGOW we make flying for business easier.

BELFAST CITY

 DUBLIN MANCHESTER

LONDON Flights from: STANSTED London City LONDON London Heathrow CARDIFF CITY LONDON London Southend LONDON SOUTHEND HEATHROW London Gatwick LONDON London Stansted GATWICK EXETER NEWQUAY

Book now at flybe.com JERSEY

*Correct as at 20.09.17 – Day returns are based on direct UK and Ireland flights and are only available from London Heathrow, London City, London Gatwick & London Southend on the following routes: ABZLCY, ABZLHR, BHDLCY, CWLLCY, DUBSEN, EDILCY, EDILHR, EXTLCY, GLASEN, JERLCY, LGWNQY, MANSEN – available for travel until 17.06.18, subject to availability, please see Flybe.com for full schedule details. DUBSEN, GLASEN & MANSEN operational from 29.10.17. All route information correct at the time of going to print. Some routes are operated by Stobart Air or Blue Islands. Flybe does not charge additional fees for the use of Debit Cards. Bookings made by American Express will incur a processing fee of 2.5% of the total transaction value. Bookings made with any other type of credit card or PayPal will incur a processing fee of 1%.

AB17-J7701_Flybe_FY170281RegionalUntitled-6 Airlines_V5.indd 1 26 Business Travel Magazine Ad.indd 1 21/09/201728/09/201722/09/2017 10:5311:5511:29 MANY HAPPY REGIONAL AIRLINES

[ ] RETURNS ABERDEEN THE BREXIT EFFECT While the major low-cost carriers easyJet and Ryanair have been talking extensively about With convenient day their plans post-Brexit, what about the regional airlines? Most seem to be adopting a “wait and see” returns from 4 out of 5 EDINBURGH approach until they are given more guidance London airports*, GLASGOW by the government and the EU. This certainly has not been the approach of we make flying for their low-cost competitors: easyJet has already headed off to Austria to start a new business easier. European subsidiary, easyJet Europe, which will handle its intra-EU routes. BELFAST CITY Meanwhile Ryanair boss Michael O'Leary, with a typical eye on grabbing the headlines, has warned that UK-EU flights could be completely grounded from April 2019 and threatened to move aircraft out of the UK market. DUBLIN MANCHESTER Most regional airlines have yet to announce any firm plans post-Brexit, although many  But CityFlyer is still very much part of by the recently announced partnership with would like to be in a position to do so. mainline British Airways in terms of its sales Eastern Airways, which gives increased Flybe’s Vincent Hodder says: “The government and marketing channels. For example, connectivity options for passengers, and has not yet laid out any industry-specific bookings of CityFlyer flights will also incur shows our long-term commitment to Brexit objectives so the exact implications on LONDON the £8 fee for GDS bookings that the rest of Scotland,” says Ourmieres-Widener. Flights from: STANSTED airlines following the UK leaving the EU are BA is due to enforce from November. “There is a lot to be done, but we have the London City LONDON difficult to predict. London Heathrow CARDIFF CITY LONDON “It is a challenging situation and difficult to The highest-profile independent regional foundations needed to progress plans for London Southend LONDON SOUTHEND plan for as a business when the regulatory airline continues to be Flybe, mainly the business. In the second half of 2017/18, HEATHROW London Gatwick LONDON environment is so uncertain.” because it is listed on the London Stock given the planned capacity reductions, there GATWICK London Stansted Cityjet’s Cathal O’Connell adds: “It’s the Exchange so is under much closer scrutiny will be an increased focus on efficiency to EXETER elephant in the room, not just for our NEWQUAY than most of its peers, which continue to improve operational performance and company but for all businesses with interests trade as private companies. manage costs,” she adds. in both the UK and Europe.” The Exeter-based airline seems to have One of Flybe’s main competitors in the UK O’Connell admits that the current uncertainty been in a perpetual state of restructuring regional sector is Bmi Regional, which is the is unhelpful for the airline and says “certain over the last few years and this is only surviving part of the former Bmi Book now at flybe.com post-Brexit scenarios are truly scary”. JERSEY Bmi Regional is also waiting to find out what continuing under the leadership of new empire following the airline’s sale by kind of Brexit emerges before making any Chief Executive, Christine Ourmieres- Lufthansa Group to British Airways’ owner operational decisions. Widener, who took over the reins in International Airlines Group in 2012. “Around half of Bmi Regional’s activities take January 2017. Flybe made a pre-tax loss of Bmi Regional, which operates a fleet of place outside of the UK so the airline is £19.9million for its last full financial year, Embraer aircraft with 37 or 49 seats, is currently exploring options for the business which ended on March 31, as ambitious focused primarily on the corporate market. post-Brexit,” explains Bmi’s Jochen Schnadt. plans to increase capacity backfired. The independent airline’s strategy has been “This could be to set up a sister company or Flybe’s current strategy is to exercise to build up a Europe hub from Munich and potentially to seek a merger or acquisition “greater control over fleet capacity” and to it also opened another hub at Birmingham to ensure the airline maintains a foothold focus on “profitable routes”. This includes airport earlier this year. in Europe.“ Others, such as Eastern Airways, are less reducing Flybe’s fleet by handing back Jochen Schnadt, Bmi Regional’s Chief concerned their operations could be Bombardier Q400 aircraft as their leases Commercial Officer, says: “The majority of significantly affected by Brexit. expire. It has also been busy signing deals Bmi’s business is within the business travel “We do not anticipate that Brexit will have a with other carriers, including the Eastern sector so going forward this remains a major impact on our services due to the Airways franchise deal and a commercial priority in decisions surrounding routes. nature of our routes, which are primarily agreement with Stobart Air to operate Flybe “Bmi Regional is ideally placed to further between regional airports,” says an Eastern services from Southend airport in Essex. grow this segment, serving customers with Airways spokesperson. “I am very excited about developments in specific needs and creating connectivity  *Correct as at 20.09.17 – Day returns are based on direct UK and Ireland flights and are only available from London Heathrow, London City, London Gatwick & London Southend on the following routes: ABZLCY, ABZLHR, Scotland, with our new routes complemented where it does not exist today. BHDLCY, CWLLCY, DUBSEN, EDILCY, EDILHR, EXTLCY, GLASEN, JERLCY, LGWNQY, MANSEN – available for travel until 17.06.18, subject to availability, please see Flybe.com for full schedule details. DUBSEN, GLASEN & MANSEN operational from 29.10.17. All route information correct at the time of going to print. Some routes are operated by Stobart Air or Blue Islands. Flybe does not charge additional fees for the use of Debit Cards. Bookings made by American Express will incur a processing fee of 2.5% of the total transaction value. Bookings made with any other type of credit card or PayPal will incur a processing fee of 1%. THEBUSINESSTRAVELMAG.COM 27

AB17-J7701_Flybe_FY170281Untitled-6 1 Business Travel Magazine Ad.indd 1 21/09/201722/09/2017 10:5311:29 Regional Airlines_V5.indd 27 28/09/2017 11:55 REGIONAL AIRLINES

Partnerships have long been a way to spread risk and underpin routes that cannot be sustained by the low-cost or legacy carriers”

 “In tandem, Bmi Regional’s network This move is part of Cityjet’s strategy to Little Red operation. It also should be noted keeps growing on a pan-European scale and “refocus” its business into an airline that that Flybe has not had to pay for the this makes the network more relevant to an continues to run its own scheduled services Heathrow slots to Edinburgh and Aberdeen ever-larger number of corporate clients and – primarily through its key Dublin-London as they were slots the European Union CELEBRATE THE FESTIVE SEASON WITH INDUSTRY COLLEAGUES equally creates more touchpoints with other City route – as well as operating flights for forced IAG to give up when it purchased airlines, further enhancing connectivity on a other carriers. Bmi five years ago.  regional and/or global scale,” adds Schnadt. Eastern Airways has also changed its business model through its new franchise THE BUSINESS TRAVEL MAGAZINE New partnerships take off deal with Flybe. “This alliance will not only For the true regional players, forging strengthen Flybe’s network, but broadens [ REGIONAL LAUNCHES ] partnerships with other airlines has long Eastern Airways’ distribution and enhances  2017 CHRISTMAS PARTY been a way to spread risk and underpin the connection opportunities for our customers British Airways CityFlyer is to launch routes financial viability of routes that cannot through its global airline association,” from London City to Paris Orly, Prague necessarily be sustained by the low-cost or says Richard Lake, Chief Executive of and Reykjavik from October 29. The new mainline legacy carriers. This can take the Eastern Airways. Paris Orly route is being switched from TUESDAY, DECEMBER 12 form of franchise flying for scheduled “We have specialised in fixed-wing flying London Heathrow. routes, the wet leasing of aircraft and in the oil and gas market for many years Bmi Regional has agreed a codeshare with codeshare agreements, or through a and our expertise will provide a greater Italian carrier Air Dolomiti allowing Bmi THE GRANGE ST PAUL'S, LONDON combination of all the above arrangements. opportunity to further develop offshore passengers to book connecting flights Loganair has used its newly acquired connectivity to Flybe’s network.” through its Munich hub to Bari, Bologna, independence from Flybe to sign a more Florence, Venice and Verona. [ ] extensive codeshare deal with British London links BOOK NOW Airways, which started on September 1 – All of these developments show how the Flybe is to introduce a Leeds Bradford to the day after the Flybe franchise ended. regional airlines continue to be in a state Dusseldorf route for summer 2018. This allows Loganair’s customers flying of change as they are being forced to Frequencies will also be increased on existing from Scotland’s remote airports to book concentrate on regional routes that the routes such as Cardiff-Belfast City and Birmingham to Hamburg and Amsterdam. directly on to BA’s services from its major low-cost carriers with their larger aircraft hubs, as well as being able to buy 'through cannot make work financially or are unable Eastern Airways has launched a daily tickets' to connect on to BA’s domestic to access due to runway or other weekday service from Newcastle to services from Edinburgh, Glasgow, restrictions, such as London City. Belfast City airport. The airline is also now Inverness and Aberdeen. Flybe essentially gave up on Gatwick back flying from the Isle of Man to Belfast City There are plenty of other examples of how in 2013 when it sold all of its 25 slots to and Newcastle. airlines are working together in this way, easyJet for £20 million, which has made including Irish regional airline Cityjet which Flybe’s introduction of flights between Loganair is introducing flights from Aberdeen For more information and to book, see thebusinesstravelmag.com has wet-leased two aircraft to KLM to allow Heathrow and Scotland all the more to Durham Tees Valley airport, which will the Dutch carrier to increase frequencies intriguing. Can Flybe succeed where Virgin operate 17 times per week from October 15. Hurry, places going fast! A Durham Tees Valley to Norwich route will from London City to Amsterdam. Cityjet has failed just a few years ago? operate six times per week. also placed its code on KLM flights between Well, it helps that they are operating the UK and Schiphol. smaller aircraft than those used by Virgin’s

28 THEBUSINESSTRAVELMAG.COM

Regional Airlines_V5.indd 28 28/09/2017 11:55 Christmas Party - Book now.indd 83 27/09/2017 17:09 CELEBRATE THE FESTIVE SEASON WITH INDUSTRY COLLEAGUES THE BUSINESS TRAVEL MAGAZINE 2017 CHRISTMAS PARTY TUESDAY, DECEMBER 12 THE GRANGE ST PAUL'S, LONDON

[ BOOK NOW ]

For more information and to book, see thebusinesstravelmag.com Hurry, places going fast!

RegionalChristmas Airlines_V5.indd Party - Book now.indd 29 83 28/09/201727/09/2017 11:5517:09 REGIONAL AIRLINES Integrating technology to help your business travel smarter

TRAVELLERS Stay up-to-date when travelling Actionable - ATPI On The Go Management TRAVEL MANAGERS Information - ATPI Analytics

Expert insights  Flybe touted the new Heathrow routes do for our customers and for Guernsey. Meanwhile Flybe offers increased flexibility and case studies as one of the reasons for an 11.7% increase “The decision to end our London City to business travellers through its Get More Product and in passenger revenue during its last financial service was not taken lightly, but after ticket, which allows “on the day” changes, - ATPI Knowledge Hub compliance training update in July. The airline has also expanded considerable effort and investment, it has alongside seat selection and increased hold its codeshare deal with Virgin Atlantic to just not proved to make commercial sense.” luggage allowance. Flybe’s Just Fly fare is - ATPI Academy include the Heathrow flights in addition to The financial viability of many regional designed for day returns and short trips. its existing codeshare at Manchester, routes is a continuing issue and a handful of “Flybe’s dedicated trade/corporate sales Glasgow and Gatwick. routes to London airports continue to be team works very closely with corporates One single view of While London City is seen as something of supported by the government’s public across all industries and also travel FINANCE a bastion for the regional airline world, it’s service obligations (PSO) scheme, where the management companies to ensure they are travel and expense costs not an airport that works for all carriers. UK government and other local authorities, able to take advantage of the best possible - ATPI ExpenSys Guernsey-based Aurigny has decided to including devolved governments, can fares,” says Flybe’s Chief Revenue Officer, Real time end its flights from the Channel island to financially support existing air services Vincent Hodder. HR London City on October 27 following a under threat from closure. Cityjet, meanwhile, offers negotiated deals travel data review. The airline said there was a lack of Routes that currently receive PSO funding to corporates “subject to volume” with its - ATPI Employee demand that meant flights had “over 50% of include Flybe’s Gatwick to Newquay services, biggest clients having deals either directly the seats empty”. Aurigny has instead as well as Loganair’s Stansted-Dundee and with the airline or through their TMCs. Tracking decided to “refocus” on its other routes to Bmi Regional’s Stansted-Derry routes. The “As a relatively small scheduled operation, Gatwick and Stansted – particularly Gatwick, latter was previously a Ryanair route, which our sales team can focus on developing key where Aurigny plans to launch its own the Irish airline had decided to cancel. customer relationships which can deliver ground operations in December. added-value activities to facilitate travel Mark Darby, Aurigny’s CEO, adds: “This is Fare approaches to business plans,” says Cityjet’s Chief Commercial really an exciting opportunity for us to Given all these changes, what kind of fares Officer, Cathal O’Connell. improve the service we provide at Gatwick. and deals are regional airlines now offering “We now offer a single cabin but with It is one of the island’s main gateways into corporate clients? added-value items such as flexibility and the UK. We believe this is the right thing to Inevitably, there are a range of different seating preferences for certain fare classes.” approaches: Bmi Regional, for example, has Eastern Airways also has a range of introduced Classic Plus and Executive Fares, discounts through its 4-4-3 route pass where which aim to offer greater flexibility around those booking four return flights only pay The viability of cancellations and changes. Corporate fares for three of them, while a Zonal Pass offers many regional can also be “customised” for clients while fare reductions of up to 40% for six return negotiated deals are currently a “focal point” flights. It also offers some negotiated fares routes is a continuing for Bmi’s sales teams. “on certain routes” as well as private issue and a handful “Our approach is to offer tailored solutions, charters for corporates. which can go as far as offering customised Given the highly competitive airline into London continue schedules and even launching entire routes environment and its inevitable impact on to be supported by around needs of customers with sufficiently airfares, expect the regional airlines to large travel demands between certain continue targeting the corporate market as the government” regions,” says Bmi’s Jochen Schnadt. new partnerships and routes start to bed in. atpi.com/travelsmarter | [email protected] | #travelsmarter

30 THEBUSINESSTRAVELMAG.COM

Regional Airlines_V5.indd 30 28/09/2017 11:55 Integrating technology to help your business travel smarter

TRAVELLERS Stay up-to-date when travelling Actionable - ATPI On The Go Management TRAVEL MANAGERS Information - ATPI Analytics

Expert insights and case studies Product and - ATPI Knowledge Hub compliance training - ATPI Academy

One single view of FINANCE travel and expense costs - ATPI ExpenSys Real time HR travel data - ATPI Employee Tracking

atpi.com/travelsmarter | [email protected] | #travelsmarter

Regional Airlines_V5.indd 31 28/09/2017 11:55 SUSTAINABILITY

[ GREEN POLICY ] BRIGHT IDEAS Companies must prioritise long-term environmental gains over short-term convenience, writes Roger Gardner

t has taken an awfully long time, really have more of a role to play. individuals to drive choice through green but the shift towards lower carbon Nobody can have missed the news that travel plans. Business is increasingly transport really does seem to be green technology is on the march. Earlier responding to this challenge as the cost gatheringI pace. Green vehicle innovation, this year a new electric taxi factory – differential narrows and availability a modal shift to rail travel and capable of producing 20,000 vehicles a year increases. However, the environmental government incentives for green – was opened in the Midlands. imperative, CSR gains and more favourable technology are all having a noticeable Government plug-in grant schemes economics now mean that non-green effect upon delivery of business as well support an ever-greater selection of vehicles business travel should be the exception. as on personal travel. while range capability of the best EV types Whilst the GBTA and others produce Perhaps one of the main hurdles to green now means that business rentals can serve CSR toolkits and guidance on sustainable ubiquity is that travellers have a tendency almost all requirements, especially with business travel, it is noticeable that this to prioritise short-term convenience over over 4,000 charging points available. topic still ranks down the list of priorities long-term societal gain. That is an area London mayor Sadiq Khan said in June in the marketing of services by TMCs. where travel management that the capital’s entire transport system As a sector, business travel is still fairly companies, and the policies will be zero emissions by 2050. Given the carbon intensive and, for a non- of businesses, rate of introduction of non-fossil fuel buses, manufacturing company, it can represent the opening of new cycle lanes and the start 50% or greater of its footprint. It surely of an ultra-low emission zone in three behoves all TMCs to be championing the years' time, it is reasonable to believe cause of the sector to lighten the carbon that his 2050 goal will be burden and to give prominence to policies delivered. that promote best green practice. Air travel is the hardest There are certainly some hopeful signs but mode to fuel on a low- change tends to be slow. It is good to see carbon basis but that there is a continuing shift from air to government plans to rail, reported recently to up from 20% to spend £22million on 33% on the London-Edinburgh route. That developing waste-based has taken 10 years and the increase is not fuels for aircraft and seismic. And it is not clear whether the shift lorries offers some is really down to improved sustainability hope. The Department awareness or traveller convenience. for Transport wants five With so much more green technology low-carbon fuel plants availability and a drive from central and by 2021. local government to promote clean public So technology and transport and electric vehicles, there is policy are providing the certainly a case for a more strident line right ingredients for from TMCs. change, but how far is Counter-intuitively, they could even push business really helping videoconferencing as part of B2B to stimulate demand communication and helping clients' overall for green travel? carbon footprints. The time is ripe for those ETA, the ethical with influence in business travel to push insurer, notes that sustainability up the messaging and organisations are in a marketing priority list and help the sector stronger position than become a leader in carbon performance.

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Sustainability.indd 32 28/09/2017 10:45 Untitled-1 1 12/09/2017 11:52 AIRPORTRAIL TRAVEL DEVELOPMENTS

mind the GAP While development of the UK’s rail infrastructure chugs slowly onward, rail booking technology and management tools are steaming ahead, says Dave Richardson

34 THEBUSINESSTRAVELMAG.COM

Rail Travel_V3.indd 34 28/09/2017 12:01 RAIL TRAVEL

ow that construction work on the HS2 high-speed line from London N to Birmingham is finally under way – a project deemed top priority by nearly half of all business travellers – it is tempting to think that Britain is on its way to having a rail network to rival those of France, Spain or Germany. But we will have to wait until at least 2026 to see the benefits, and 2033 before HS2 extends further to Manchester and Leeds to boost the North. And in the meantime, some major rail infrastructure projects are going backwards. As Parliament broke up for the summer recess, an announcement was slipped out about cancellation of electrification projects including Cardiff to Swansea. The East Midlands route from London to Leicester, Derby, Nottingham and Sheffield will now see electrification extended from Bedford only as far as Kettering. There is doubt too over whether the important trans-Pennine route from Manchester to Leeds will ever be electrified, while other parts of the Great Western electrification face delays. New bimodal (electric and diesel) trains are due to start operating on the London-Bristol/South Wales routes this autumn, but journey time reductions will be modest. In a classic piece of Government spin, the Department for Transport stated: “Thanks to this new [bimodal] technology, disruptive electrification works… will no longer be needed. Passengers will benefit sooner and experience less disruption compared with putting up intrusive wires and masts along routes where they are no longer required.” So why, one might ask, was electrification proposed in the first place? Electrification brings lower costs, shorter There are many journey times and major carbon savings, new trains being but is costly and difficult to deliver, with the introduced with better Great Western scheme running late and over-budget. On the plus side, Great facilities and more seats, Western is rolling out impressive new on routes ranging from Intercity Express Trains across its network. Will Hasler, Chairman of the ITM’s Industry across Scotland and Affairs Group, says: “The trouble is that rail Northern England to the is never high enough up the political agenda and gets shoved in the ‘too difficult’ file. South West” Large conurbations like Manchester and Leeds need better rail services but this becomes a political football. 

THEBUSINESSTRAVELMAG.COM 35

Rail Travel_V3.indd 35 28/09/2017 12:01 Untitled-2Rail Travel_V3.indd 1 36 17/03/201728/09/2017 17:2212:01 RAIL TRAVEL

[ TRAIN OPERATOR IMPROVEMENTS ]

Business travellers can look forward to major improvements on many routes, but still want more than many operators are planning. Japan’s Hitachi – whose 'bullet trains' were the first to travel at over 100mph in the 1960s – has opened a UK manufacturing plant to supply bimodal trains to Great Western, Virgin Trains East Coast and TransPennine Express. Northern, ScotRail and Caledonian Sleeper also have new trains on the way, with Anglo- Scottish sleeper services getting a major revamp from next year with en suite facilities in some cabins. Hitachi’s new 10-carriage trains have 652 seats, 159 more than the successful but 40-year-old diesel High Speed Trains (HSTs) that they replace. Bimodal trains will offer more services to London, from cities including Middlesbrough and Lincoln. Commuter trains, especially in the South East, usually attract the worst satisfaction  “Some people hark back to British Rail Nick Hurrell, a consultant with 3SIXTY scores – although Heathrow Express is a but we don’t want to go back to a monopoly. Global, is also critical of how the franchise shining exception with a 97% satisfaction But the reality is we don’t have proper system works. Such enormous financial rating in the latest National Rail Passenger Survey. Improvements on the way include competition between train operators now, resources are needed that only the largest new and longer suburban trains from South and the franchising system is not delivering. organisations can bid, and many of these Western Railways, while Govia Thameslink The contracts are too short for major include partnerships with or subsidiaries of Railway has introduced these on its cross- investment,” adds Hasler. rail operators based in France, Holland or London and Gatwick Express routes. The GTMC – whose Business Rail Travel (as with MTR) Hong Kong. Meanwhile, the new operator of Greater research confirmed the strong support for “Take the South West Trains franchise, Anglia routes is replacing all existing trains HS2 – is also critical, and long called for recently won by First Group/MTR which has while the first Crossrail (Elizabeth Line) more competition. “While business taken over from Stagecoach,” he says. “The services start operating from east to west travellers still demand rail travel it makes new franchise is only for seven years, so through London in December 2018. sound economic sense for government and there’s not enough investment and no Free wifi is a requirement built into most new franchise awards, but more could still be rail operators to continue to invest,” says chance of bimodal trains on the Waterloo- done for the business traveller. new CEO Adrian Parkes. “Alongside HS2, Exeter route. It’s also disappointing to see a Redfern Travel’s Kate Wimpeney says: “Train electrification must also be a priority for the lack of government investment.” operators could start classifying certain future development of our rail network and Stagecoach, which owns 90% of the East carriages for business travellers. Each seat in turn our economic growth.” Coast franchise despite its Virgin Trains would have a plug socket and wifi that works, Redfern Travel is one of the biggest TMCs branding, has made a loss of £84million since but would also offer the right environment in rail, and Chief Operating Officer, Kate taking over and wants to renegotiate its deal. away from noisy hen dos or families.” Wimpeney, is also scathing about stalled The previous operators, Sea Containers and In the GTMC’s Business Rail Travel survey, infrastructure projects. National Express, pulled out. only 48% felt that on-board facilities were “When projects are put on hold or don’t adequate. More table seating and free wifi were the most popular demands, followed by follow through on schedule, causing more Investments on track more charging points. Additional needs delays and inconvenience, it leaves Despite these woes there are many new included delay repay systems, loyalty schemes travellers with a lack of confidence,” she trains being introduced with better facilities for business passengers and private areas. says. “Despite significant investment, and more seats, on routes ranging from HRG's Ian Windsor adds: “Business travellers Britain’s railways are now struggling to cope Edinburgh-Glasgow to across Northern would like to hold meetings on board, usually with overcrowding and network congestion, England and the South West. for four or six. They would be prepared to and fall some way short when compared to Virgin Trains East Coast will follow Great pay for dedicated rooms.” the performance of European networks.” Western by introducing new Inter City 

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Untitled-2 1 17/03/2017 17:22 Rail Travel_V3.indd 37 28/09/2017 12:01 Connecting business across the UK

Arriva UK Trains’ network reaches far and wide; CrossCountry, Chiltern Railways, Grand Central, Arriva Trains Wales 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 4,186 services each weekday.

Connecting people and communities to what’s Aberdeen important to them.

Glasgow Edinburgh We will always go the extra mile for our customers.

Carlisle Newcastle Sunderland Middlesbrough Barrow- Delivering great service, on great in-Furness Scarborough journeys across Great Britain. York Blackpool Preston Leeds Hull Manchester Grimsby Liverpool Doncaster Holyhead Sheffield Lincoln Bangor Stoke-on-Trent We provide great value and Nottingham Shrewsbury enjoyable journeys that help Birmingham remove the limits on where businesses can go. Aylesbury Oxford Stansted Cardiff Swansea London We are passionate about making Guildford sure that your journey with us is Bournemouth a great experience.

Penzance

Explore ways to make your business rail travel more effective – connect with us at: arriva.co.uk/uk-trains

Railad-template.indd Travel_V3.indd 23 38 28/09/201727/09/2017 12:0112:11 RAIL TRAVEL Connecting business across the UK

Arriva UK Trains’ network reaches far and wide; CrossCountry, Chiltern Railways, Grand Central, Arriva Trains Wales 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 4,186 services each weekday. Some train operators will talk to clients with high volumes as there Connecting people and are benefi ts for both communities to what’s Aberdeen important to them. parties, as well as for traveller themselves”

 Express trains, starting by the end of Only one rail operator, Virgin Trains, is in schemes, and we are currently trialling a Glasgow 2018 from London to Yorkshire, the North major competition with airlines, and it is scheme with the GTMC and some TMCs to Edinburgh We will always go the extra mile East and Scotland. prepared to negotiate with corporates on offer travellers the opportunity to join the for our customers. Part of its strategy is to win more Anglo- the London-Glasgow (West Coast) and Virgin Red programme, an app giving Scottish traffic from airlines, with Virgin now London-Edinburgh (East Coast) routes. benefits across the Virgin family.” having a 33% share of the air/rail market Claire Walton, of the West Coast sales HRG Managing Director for Europe, Ian Carlisle Newcastle Sunderland from Edinburgh and Glasgow to London. team, says: “Where we can see an Windsor, says loyalty schemes would be Middlesbrough Journey time is about four-and-a-half hours identifiable modal switch, we can incentivise welcome but it was unrealistic to expect Barrow- on both routes, but will be down to four businesses with discounts. We encourage train operators to match what airlines do. in-Furness Scarborough Delivering great service, on great hours on Edinburgh-London by 2019. customers to consider the value they get by “Some train operators will talk to clients York journeys across Great Britain. Peter Macey, Central Purchasing Officer of travelling in first class, where they can be offering volume, as there are benefits to Blackpool Preston Leeds Hull Glasgow-based MDDUS, says: “For the last much more productive. both parties with travellers gaining Manchester Grimsby Liverpool Doncaster ten years I have been encouraging travellers “We work closely with businesses and productivity and arriving refreshed,” he Holyhead Sheffield to look at rail rather than air, in terms of TMCs to try to match or better airfares, explains. “But they don’t have the backing Bangor Lincoln Stoke-on-Trent working time while travelling and the especially on one-way journeys when that airlines like Emirates or Qatar have to Nottingham We provide great value and reduction in carbon emissions. This policy customers might prefer to fly in one attract business travellers.”  Shrewsbury enjoyable journeys that help Birmingham has been effective and our rail travel has direction. There is still a massive perception remove the limits on where increased dramatically against air. that the end-to-end journey time by rail is businesses can go. Aylesbury “Journey time is important and travel to longer than it actually is.” Oxford Stansted airports, waiting time and travel time for Mark Plowright, of the East Coast sales Cardiff flights can amount to four hours for the team, adds: “Where we think there is a Swansea same journey, but it is broken time.” commercial opportunity, we will look at London We are passionate about making incentivising customers on Anglo-Scottish Guildford sure that your journey with us is Bournemouth Spend management routes. The Scottish Executive ticket offers a great experience. As discounts on fares can be hard to a free upgrade to first class, but some achieve from train operators, businesses customers are loyal to British Airways. It’s Penzance can best save money by planning ahead, only on London City routes that flying might ensuring compliance with travel policy and be 15 minutes faster to a London business possibly negotiating 'soft' benefits such as address such as the Shard. Explore ways to make your business rail travel more effective – catering vouchers on their most frequently “Both East Coast and West Coast recognise used routes. that there is a gap in business travel loyalty connect with us at: arriva.co.uk/uk-trains

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ad-template.indd 23 27/09/2017 12:11 Rail Travel_V3.indd 39 28/09/2017 12:02 RAIL TRAVEL

[ EUROPEAN RAIL TRAVEL ]

Two developments could motivate business travellers to make better use of rail when travelling to Europe: the launch of direct Amsterdam services by Eurostar, and a new online booking system by Trainline. The new Eurostar route via Brussels and Rotterdam is due to start before the year's end, but will only be twice-daily at the outset. Journey time will be about four hours although this might increase on the inbound journey depending on where immigration clearance takes place. Jane Ashman, Eurostar's Head of Sales and Business Development, says: “We’re confident that a direct connection of around four hours between the centre of these key business cities, in spacious, comfortable surroundings that provide a great working environment, will offer travellers a compelling reason to switch from air to high-speed rail.” Eurostar's new e320 trains offer wifi access, along with a small number of refurbished older trains.  Redfern Travel’s Kate Wimpeney adds: “It can be difficult to get people to book in “Feedback from business and leisure customers has been very positive, as they “We work closely with our clients and train advance, especially on short routes where enjoy the comfort and style of the new operators to seek out savings and extra you can’t make savings so there’s no point interiors, alongside wifi and on-board benefits on certain routes. We work with incurring TMC charges,” he says. “But some entertainment,” adds Ashman. train operating companies (TOCs) to identify corporates insist that any fare over £50 “In the first six months of the year, the where modal shifts can be made, either must be booked in advance.” number of business travellers has increased from air or car. This has the added benefit by 5% compared with 2016.” of reducing CO2 emissions, which is a big Tools of the trade Trainline, meanwhile, says it has managed to factor for our customers.” The two major business rail travel booking overcome the very complex technological Raj Sachdave, Capita Travel and Events' portals, Evolvi and Trainline, both offer standards used by European rail operators Director of Commercial Partnerships, says major savings while providing a wide range to produce an online booking system that covers much of the continent. simple changes in procedure can achieve of management information to customers. Alidad Moghaddam, European director of big savings, such as booking a cheaper Evolvi says the average ticket value booked Trainline for Business, says: “This is gaining a Advance fare to get to a meeting, but a through its system – used exclusively by the lot of interest among both corporates and flexible fare for the return in case it clients of travel management companies – TMCs. It’s very simple to use and you can also finishes later or earlier than expected. continues to come down. make changes, with full MI. “It’s always wise to check whether you This is all the more important as rail fares “What we do well in the UK is now being actually need to travel in the first place,” he regulated by the government will rise by an extended into the European market. Some of adds. “But if a face-to-face meeting really is average of 3.6% in January, the highest our business partners have significant required, then ask people if they could increase for several years. European rail spend.” rethink the schedule. By kicking off a The 2016 average ticket value booked At present most TMCs and corporates use GDS such as Amadeus to book European rail, meeting a little later, and avoiding having to through Evolvi of £57.72 compares to or specialist agencies such as Voyages-SNCF. travel in peak morning time, you could save £59.03 in 2013, despite increases of up to “This has the potential to increase the market as much as 13%.” 3.9% in fares over the same period. size, and will increase the use of rail over Nick Hurrell, of consultants 3SIXTY Global, “This is a testament to the ability of Evolvi short-haul air,” says Moghaddam. says split ticketing – now made easy by to navigate the incredibly complex rail fares Commentators remain dubious about specialist websites to achieve savings structure and present the best available increased take-up of European rail, saying through multiple tickets for one journey – fares within a policy-driven environment,” three hours is generally the longest journey doesn’t work for businesses, as passengers says Ken Cameron, managing director time business travellers would consider. are tied to particular trains and may have to of Evolvi Rail Systems. “The recently move seats for each portion of the journey. announced fare rises for 2018 will make 

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Rail Travel_V3.indd 40 28/09/2017 12:02 Untitled-1 1 25/09/2017 07:54 RailUntitled-1 Travel_V3.indd 1 41 28/09/201725/09/2017 12:0207:54 RAIL TRAVEL

[ TICKETING ]

Digital ticketing is being rolled out rapidly and is no longer limited to Advance tickets, with an increasing number of train operators offering Anytime tickets too. Virgin Trains has led the way and it is now helping industry association the Rail Delivery Group (RDG) extend it to all operators. Between March and May, 18% of Virgin’s ticket sales were for digital tickets, up from just 5% a year earlier. Digital tickets are available through the main business booking patterns, with a new release by Evolvi at the end of September enabling both m- (mobile) and e-ticketing. It claims an industry first with auto-refunds for TMCs on Anytime as well as Advance tickets. The advantage of an e-ticket is that is can be printed, displayed on any mobile device and

© TransPennine Express © TransPennine is stored inside a mobile ticket wallet, enabling travellers to keep train tickets  smart booking and fulfilment channels Evolvi can now accommodate non-rail alongside other travel-related information. In even more important. But we would also licence holding TMCs, giving smaller TMCs contrast to m-tickets, e-tickets need not be activated in advance of travel. urge the government and Rail Delivery and start-ups a quicker route to market. Alidad Moghaddam, European director of Group to accelerate the simplification of These TMC customers come under the Trainline for Business, says: “We already offer fares to deliver better value.” Evolvi licence and bond, and acquire 50% of the rail network on digital ticketing. Evolvi fares are often delivered through tickets on departure. Through our app you can access your ticket third-party systems through an API link. “We Trainline – which works with some major and also real-time data including delays, have seen an industry-wide trend among TMCs and with corporates directly – has cancellations and platform numbers.” TMCs to develop their own integrated client introduced a 'price predictor' on its In other ticketing developments, more train portals, and many use the Evolvi web API to consumer app and an API from its business operators have followed the lead of provide their rail content,” says Cameron. division to help streamline delivery of CrossCountry by making cheaper Advance “API transactions continue to grow, with European rail content. tickets available on the day of departure. The downside is that you might sit in a seat but portal owners working closely with Evolvi’s Jon Moore, Chief Product Officer at find it reserved after you board. developers to tailor rail content to the Trainline, says: “Our data scientists have 3SIXTY Global consultant Nick Hurrell says: specific needs of their clients.” used historical pricing trends from billions “This development is very poor for the The system can be customised, as with of customer journey searches to predict corporate market as you could be turned out Capita Travel and Events. Customers booking when the price of an Advance ticket will of your seat. I have seen this happen in an Advance ticket can exchange it if necessary expire. We now share this information in CrossCountry first class when someone has via Capita’s Rail Online Exchanges feature. our app to allow customers to get the best probably paid the full price, but must give up price possible for their journey.” their seat for someone on a lower fare.” Research shows that a standard class Will Hasler, Chair of the ITM’s Industry Affairs Advance single from London to Manchester Group, says third party booking tools used by TMCs are not geared up for digital ticketing. costs £32 when booked 80 days before But he adds: “Many people have got used to travel, rising to £38 41 days before and £42 the idea that this isn’t available, and either sourced 13 days before. Two days before it get their ticket at the station or book direct. is £87, rising to a whopping £126 if booked But there is demand for digital, and it could on the day of travel. help with traveller tracking.”

The non-availability of some fares through Redfern’s Kate Wimpeney adds: “In terms of THE FAMOUS FIVE © 2017, Hodder & Stoughton Limited. All rights reserved. the main booking systems is not a major real-time information, some operators are issue, says HRG boss Ian Windsor. making great progress and in some cases “We can’t guarantee to find the best fare ‘push notifications’ already exist, but getting every time, as for airfares,” he says. “But we this information into a platform that TMCs can pull from is still a challenge.” provide MI if you book through our system, and policy compliance is pretty good.”

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Rail Travel_V3.indd 42 28/09/2017 12:02 Untitled-3 1 25/09/2017 15:38 THE FAMOUS FIVE © 2017, Hodder & Stoughton Limited. All rights reserved.

RailUntitled-3 Travel_V3.indd 1 43 28/09/201725/09/2017 12:0215:38 TALKING TRAVEL

ANDREA BOCELLI

Angela Sara West chats with the opera star who has performed around the world for presidents, popes and royals

orld-famous singing sensation “I came to fame late, at 35 years-old, after The prolific philanthropist recently created Andrea Bocelli has delighted experiencing many doors being closed in my The Voices of Haiti choir through The Andrea W audiences in venues ranging face,” he explains. Bocelli Foundation, to give less fortunate from New York City’s Central Park to the He is now the biggest-selling artist in the children a better future, while his star- Pyramids in Cairo. Such is his acclaim, he history of classical music. “Success follows studded September benefit event, Celebrity even performed at the wedding of late inscrutable paths. A pleasant voice is only Fight Night, this year moved from Florence friend Luciano Pavarotti. one of the necessary ingredients for success; to Rome and saw him joined by Sir Elton For him, singing is a “sweet privilege”. “To you also need willpower, spirit of sacrifice, John. Bocelli raves about the Eternal City, a perform in front of an audience, whether it stamina, and even a pinch of narcissism.” favourite destination of his. comprises heads of state, or family and The self-described ”modern but old- “Rome is an immense open-air museum. friends, 100,000 people or a small group of fashioned tenor” has performed at the It’s the historical, artistic and institutional children, is a way to share a gift that heaven Oscars in Los Angeles and the UEFA heart of my beloved Italy, and is an has given me. Music is my daily bread.” Champions League Final in Milan, and has inexhaustible treasure trove of wonders.” The eternally-humble tenor tells me he collaborated with stars including Jennifer For Bocelli, however, there’s no place like discovered his special talent aged just seven. Lopez and Céline Dion. He once fulfilled his home: Forte dei Marmi on the Tuscan coast. “I could instantly recognise all the famous “American dream” when performing in front “The further away I am from home, the voices of the time. I used to learn the great of the Statue of Liberty to an audience more I feel the sun of the Tuscan arias, and then try to emulate the great including Leonardo Di Caprio, Cameron Diaz, countryside and the peasant culture that interpreters, singing loudly with them in our Al Pacino and Robert De Niro. has formed me. I love spending my rare living room,” says Bocelli. Bocelli’s diverse work sees him travelling moments of rest in the country village where At 14, he enjoyed his first success in a for most of the year, and he never boards a I was born, or simply staying in my house by singing competition, performing the famous plane without his computer, flute... and a the sea with my wife and children.” song, O Sole Mio. To fund singing lessons, scarf. “A ‘professional tool’ to preserve the Despite being born with poor eyesight, and Bocelli performed in piano bars. He studied most delicate musical instrument in becoming blind in a football accident when law at university and went on practise it, but, existence; the vocal cords,” he says. he was 12, Bocelli enjoys an adventurous despite knockbacks, the stage still beckoned. Any travel tips? “Be curious, never be afraid lifestyle, including horse-riding, skiing and of what you do not know or what is simply surfing. “I have had to moderate my taste different; aim for genuine contact with the for challenges that, in my youth, made me I love spending people who live in the place you are visiting quite daring, above all in the field of sports… my moments and, if possible, find out about their lives.” I also love swimming and sailing my boat.” Does he worry about his carbon footprint? The music maestro says – as history has of rest in the village “The world is our home – we are temporary extensively shown – that good music will not where I was born, or renters with a moral debt towards those die. “I hope to go on singing as long as our who will come after us. I try to do my bit. In Lord will want it, and to continue, along with simply staying in my Italy, I think I’m among the first to own an the foundation bearing my name and with house by the sea with electric car. I bought another two, for my the many friends that support it, to offer children. I’m pleased to see the market is my little contribution to make the world a my wife and children” moving towards alternative fuels.” better place,” he says.

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talktravel_1.indd 44 28/09/2017 13:14 ANDREA BOCELLI

Look out for The Music of Silence, a movie based on Andrea’s life, featuring songs Andrea composed as a young boy and an all-star cast, including Antonio Banderas and Game of Thrones star Toby Sebastian. For more details about the Andrea Bocelli Foundation see andreabocellifoundation.org / andreabocelli.com

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talktravel_1.indd 45 28/09/2017 13:14 ad-template.indd 23 28/09/2017 14:11 THE REVIEW the THE NEWS & VIEWS Review THAT REALLY MATTER

[ LOWDOWN ] [ IN THE AIR ] [ ON THE GROUND ] [ MEETING PLACE ] Business travel costs New easyJet partnerships Damaging accusations for Principal Hotels Company forecast to rise in 2018 show global ambition car hire customers refreshes meetings and events p48-49 p50-51 p54-55 p57

[ ROOM REPORT ] Marriott's Residence Inn moves into London p52

ON THE MOVE I The latest industry appointments p58

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Review cover.indd 47 28/09/2017 14:23 THE REVIEW

THE LOWDOWN

GILES TRAVEL IN BRIEF HOPES ATLAS WILL LEAD WAY BTD in US tie-up GILES Travel has developed and Business Travel Direct has become the UK partner launched its own online booking for ATG Business tool, Atlas. It has been designed to Travel Management, an be "so much more than just an independent agency based online booking engine for air and in Ohio with a $5billion hotels", says the TMC, and annual turnover. The provides enhanced traveller agreement will see BTD profile management, travel policy benefit from ATG’s global control and reporting information. network and technology. Ongoing development will Rail is heading north deliver increased functionality. Rail's share of the market “We have doubled our internal IT between London and development team over the past Scotland, versus air travel, Travel costs on the year to enhance our suite of has risen to 33% over ten internal quality control and years, according to back-office systems, all of which Transform Scotland. The rise as demand bites integrate seamlessly with Atlas carbon savings are the and our Travel Portal,” says Chris equivalent to removing all HOTEL rates and airfares are expected to rise sharply in the Harnetty, Chief Technology Officer traffic on the M8 between at Giles Travel. Glasgow and Edinburgh year ahead, particularly in the UK, according to research for two years. from Carlson Wagonlit Travel and the GBTA Foundation. The 2018 Global Travel Forecast predicts flight prices will Acquisition spree FCM Travel Solutions’ jump 8.5% in the UK and on average by 5.5% in Western parent Flight Centre Europe, 2.3% in North America and 3.5% globally. Hotel Travel Group bought six rates are set to increase by 9.5% in the UK and 6.3% on travel businesses in six average across Western Europe. weeks. The Australia giant snapped up corporate The report says rising inflation, higher oil prices and agencies Executive Travel demand from emerging markets will be behind the hikes. Group in New Zealand, It notes airfare increases will occur despite airlines adding Les Voyages Laurier du Vallon in Canada and around 6% capacity in 2018, while hotel groups are moving Travel Managers Group corporates toward dynamic rate pricing. in New Zealand, along with Olympus Tours in Mexico, Thai operator 76% Bespoke Hospitality say face-to-face meetings Management and Sydney's are essential Travel Partners. [ SHORT & SWEET ]

Independent boom >> The ATPI GROUP has released its new generation all-in-one Over three-quarters of Travel Counsellors has posted a 12% rise in dashboard, ATPI TravelHub, featuring a single sign-on for access to UK business travellers corporate travel sales and all tools and technology throughout the booking and planning say face-to-face secured more than 450 process >> Operational risk mitigation specialist, ANVIL, has new accounts over the last connected its Employee Travel Monitoring System (ETMS) with meetings are essential to 12 months. The independ- AIRBNB to help automatically capture bookings >> In a poll of achieving their business ent agents' network has 230 European corporate travel managers, almost one third objectives, with half of opened a London office to (30%) chose EUROPE as one of three territories they believe pose support its growth. A third the highest risk to their travellers >> TRAVELPORT HOTELZON those believing company of members say business has rolled out a hotel payment and consolidation service to give travel accounts for more revenue would fall if customers an automated end-to-end experience than 40% of their bookings. travel was curbed, says American Express

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LOWDOWN.indd 48 28/09/2017 17:00 THE REVIEW

THE LOWDOWN

IN BRIEF A softening stance GTMC UPDATE

ATPI and Direct unite on sharing economy Adrian Parkes ATPI Group has joined Chief Executive, GTMC MORE than three-quarters of medium-to-large companies forces with US-based TMC have adopted policies on sharing economy services such as Direct Travel to form The saying goes that you've DIRECT ATPI Global Airbnb, according to new research. got to “speculate to Travel. Jointly, the firms The findings from expense management company Chrome accumulate”. But in times represent over $7billion in sales and have 160 offices River reveal 78% of companies surveyed have policies in of political change and in 50 countries. They will place that allow employees to use ride-sharing services, and increased security threats retain their own existing 68% allow use of shared accommodation services. the impulse to batten down brands in their respective the hatches can reign However, the research among US-based companies with markets, while the new supreme. Such a response brand – created following 1,000 or more employees also found that 17% do not allow can be high risk, particularly reciprocal investments use of ride-sharing schemes and 24% do not allow use of when stalling investment in between ATPI Group and shared accommodation services. the UK’s infrastructure and Direct – will focus on transport networks. mid-market clients with a “Forward-thinking corporate travel leaders understand that The GTMC has a long- presence in North employees live increasingly mobile-centric lives,” says standing commitment to America. Chrome River Chief Executive, Alan Rich. researching and voicing the Click in NDC first demands of the business Click Travel has become travel community. Our the first TMC globally to findings have been consist- gain IATA’s Level 3 ently clear: there is an NDC certification. The unequivocal demand for company’s Travel.Cloud increased air capacity and platform now integrates expansion of routes. Not just seemlessly with NDC- for the Northern Power- based services from major airlines. house region of Manchester, but all areas across the UK,. FCM Connect launch There is also strong FCM Travel Solutions support for HS2 with many has united eight traveller taking the view that it should tools with the launch of its be the government’s top rail new interconnected priority. Add this to our technology suite, FCM Value of International Business Connect. The system has a Travel, report which found single gateway, dubbed just a 1% increase in HUB, giving access to tools used by travel bookers, business air travel boosts managers and travellers. trade by around £400million. It therefore seems Clear on buyer needs short-sighted, neglectful Transparency, changes to IT'S A MAGNIFICENT SEVEN YEARS IN A even, on the part of the the RFP process, and government if it doesn’t take improved stakeholder ROW FOR MELBOURNE AFTER IT WAS firm and decisive action on engagement are the major future investment. Surely it concerns of travel buyers, YET AGAIN DECLARED THE WORLD'S MOST can’t afford not to? according to research from travel and meetings consultancy Festive Road. LIVEABLE CITY BY THE ECONOMIST The company has also appointed two UK travel INTELLIGENCE UNIT. IT WAS FOLLOWED BY managers – Abi Cummings and Louise Kilgannon – VIENNA AND A TRIO OF CANADIAN CITIES: and its first in Germany. VANCOUVER, TORONTO AND CALGARY

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LOWDOWN.indd 49 28/09/2017 17:01 THE REVIEW

IN THE AIR EasyJet partnerships show global ambition EASYJET is now offering long-haul connections at its Gatwick hub following partnerships with Norwegian and WestJet. The new ‘Worldwide by easyJet’ arrangement – the first of its kind from a European low-cost carrier – sees easyJet selling fares from the two airlines on its own website, to destinations across North and South America. Connecting passengers must collect their luggage from their arriving flight and deposit it at the GatwickConnects desk for loading. The service is subject to a two-and-a-half hour minimum connecting time, and GatwickConnects will rebook customers on to the next available flight should they miss any segment of their journey. EasyJet plans to introduce similar services and additional partners at other European airports, with talks already “far advanced” with Middle Eastern and Far Eastern carriers. The airline claims 200,000 passengers already self-connect at Gatwick Airport annually.

Untitled-3 1 21/08/2017 15:19

In the Air.indd 50 28/09/2017 15:55 THE REVIEW

IN THE AIR

HEATHROW TOP CONNECTED IN BRIEF AIRPORT

BA Gatwick moves LONDON Heathrow Airport has British Airways will introduce another two taken the number one spot in new transatlantic routes OAG's annual list of the Top 50 from London Gatwick next International Megahubs. summer. A thrice-weekly Measured through OAG's service to Toronto will Connections Analyser, the list commence on May 1 and looks at airports with the highest flights to Las Vegas will ratio of possible scheduled and return from March 27, international connections to the supplementing BA’s number of destinations served by existing Heathrow to the airport, making Heathrow the Las Vegas operation. 'most connected' in the world. WOW adds US options The top three airports all hail WOW air is to launch from Europe with Frankfurt in flights from London second and Amsterdam in third. Stansted to its Reykjavik Heathrow was the only UK airport hub in April, alongside to feature in the list. new onward services to John Grant, Senior Analyst Detroit, St. Louis, at OAG, says: “While London Cleveland and Cincinnati. AUSTRIAN AIRLINES IS INTRODUCING A Heathrow tops our connectivity The low-cost airline index, it has the potential to already operates a PREMIUM ECONOMY CABIN ON ALL ITS twice-daily service from cement its number one spot London Gatwick to LONG-HAUL ROUTES FROM MARCH 2018. through more extended services Reykjavik. Services to within the UK but also by opening Detroit will commence on THE CARRIER WILL REFIT ITS ENTIRE B767 up to more low-cost airlines.” April 25, Cleveland on Grant continues: “This will May 3, Cincinnati on May 9 FLEET AS PART OF THE INITIATIVE inevitably happen when a third and St. Louis on May 17. runway is operational.”

ANA adds English tool Japanese carrier ANA has launched a new English version of its corporate QATAR AIRWAYS booking portal. The BA in fast lane to aid CONFIRMS NEW ANA@desk tool, available to customers with CARDIFF ROUTE corporate contracts in premium passengers place, offers business QATAR Airways has confirmed BRITISH Airways is introducing a car transfer service for discounts and flexible its new services from Cardiff from fares on the airline’s customers at risk of missing their connecting flights at Doha will commence on May 1, domestic flights. Heathrow Airport. 2018, with the airline becoming United's Denver return The new service, called Premium Transfer Driver, will apply the first Gulf carrier to operate United Airlines will launch to customers travelling on UK domestic flights who are flights from Wales. The direct daily route, non-stop services from connecting on to either a short-haul flight in Club Europe, a London Heathrow to announced earlier this year, will long-haul service in Club World or First, or who are Silver or Denver next summer, a operate using Boeing 787 route it last flew in 2010. Gold Executive Club members. Dreamliners, with 22 seats in The seasonal service will The British Airways team at Heathrow will track customers business class and 232 in begin on March 25 and eligible for the service, and where there is a risk that they will economy. Flights from Cardiff will cease on October 27, using depart at 15:55 on Monday, B787-8 Dreamliner aircraft miss their connection, will provide an airside car to transfer Wednesday, Friday and Saturday, with 36 flatbed seats in them between one flight and the next. and at 08:10 on Tuesday, Thursday business class. The team will also send a message to the inbound aircraft and Sunday. It is among 28 routes so the cabin crew can inform the customer of the transfer. introduced by Qatar Airways.

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In the Air.indd 51 28/09/2017 15:55 THE REVIEW

ROOM REPORT

DE VERE GOING UP IN THE WORLD FOLLOWING £100M INVESTMENT

DE VERE, the collection of country renovated to “celebrate their estate hotels and event spaces, British heritage and the estates’ has relaunched following a natural landscapes”. £100million transformation. Among them are the De Vere The overhaul is part of a wider Wotton House in Surrey, the £300millon investment by parent De Vere Latimer Estate in the organisation The Principal Hotel Chilterns and the De Vere Company and its owners Tortworth Court in Gloucester- Starwood Capital Group. De Vere shire. Refurbishments at the now comprises 22 properties – Wokefield Estate and Beaumont including five in central London Estate will be unveiled next year. – and a total of over 4,000 In addition, the group's ‘Great guestrooms, 662 event spaces Outdoors’ project has seen wifi and 1,200 acres of grounds. installed up to 100metres from The collection of mansion house properties and the creation of Marriott at the double hotels has been extensively kitchen gardens. with Residence plans SACO READY FOR AMSTERDAM FIRST MARRIOTT has opened its first extended stay Residence Inn property in London, with a second on course to open later in SACO'S first property outside the UK is now taking the year. Its debut property in London Bridge lies on Long bookings as the Wittenberg aparthotel in Amsterdam Lane and comprises 87 studio, one and two-bedroom suites, prepares for a November opening. The boutique while the 307-suite Residence Inn London Kensington will property is located on the eastern side of the city, in open before the year’s end. the tranquil Plantage district, and overlooks the Suites at the London Bridge property feature separate Nieuwe Keizersgracht Canal. The restored 18th century living, working and sleeping areas, as well as fully equipped building has 115 studio, one, two and three-bedroom kitchens and free wifi. The property also includes communal apartments catering for guests staying a week or more. laundry facilities, a 24/7 Grab ’n’ Go Market in the lobby, and Amenities include a 24/7 reception and free wifi, and fitness centre. The two London properties will be joined by there are a number of indoor and outdoor spaces new openings in Aberdeen and Amsterdam in early 2018, including two cobbled courtyards. growing the European portfolio from three to seven hotels.

Not being able to control [ ROOMS ROUND-UP ] the room temperature has been named the >> YOTEL has secured a $250million investment from the Starwood number one bugbear Capital Group. The investment will enable increased worldwide expansion for with a focus on Europe, North America and Asia >> among hotel guests. The JURYS INN MANCHESTER has a brand new look following an Next up was a lack extensive £2.9million transformation >> The boutique Middle of cleanliness, while House hotel will open in Shanghai this December, becoming the fourth property to open under The House Collective Group from uncomfortable beds was SWIRE HOTELS >> A 143-room DOUBLETREE BY HILTON has third and expensive/ opened in York city centre. Its largest meetings space has capacity slow wifi was fourth, for 250 guests >> The Mandarin Oriental Hyde Park, London, has No.1 unveiled 95 guestrooms as part of an extensive renovation Not being able to control according to research room temperature from Lyco

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Room Report.indd 52 28/09/2017 17:01 THE REVIEW

ROOM REPORT

IN BRIEF IHG builds midscale ITM UPDATE

Bespoke heads north presence with Avid Scott Davies Bespoke Hotels has taken Chief Executive, ITM INTERCONTINENTAL Hotels Group has revealed its new over management of high-quality midscale brand, avid hotels. The new brand is Harrogate’s Crown Hotel It’s a great pleasure to be and Manchester’s designed for travellers who want to experience ‘the basics writing my first column for Townhouse Hotel. The done exceptionally well’, says IHG, at a price point expected The Business Travel Magazine Crown Hotel dates back over 300 years and has 114 to be slightly below the group's Holiday Inn Express brand. as the new CEO of ITM. guestrooms and extensive New-build Avid hotels will include open work areas, inviting With a background in meetings and events communal spaces and free wifi, while guestrooms will airlines, travel technology facilities. Manchester’s and TMCs, I really do have feature workspaces, open storage and entertainment 85-bedroom Townhouse no excuse for not having a Hotel joins the city’s Hotel options that allow guests to broadcast content from their balanced perspective on our Gotham in the 200-strong own devices. IHG expects the first avid hotels to begin amazing industry. Bespoke portfolio. construction in the US early next year, with the first hotel Although it’s customary on these occasions to reference Hipster hideaway likely to open in early 2019. They will typically have 95-100 the amount of change we are The independent New guestrooms set across a minimum of three storeys and will seeing, the reality is that the Road Hotel will open in "lead the industry" in environmentally friendly design. Whitechapel, London, this travel landscape is always October. The 80-room evolving. This means no one boutique hotel lies on the can remain an expert for long site of the Service House unless they listen, learn and – a former textile factory. share with their colleagues Its Chophouse restaurant and peers. I am immensely is the creation of celebrity proud to be leading an chef Marco Pierre White. organisation which has been Rates start from £169 per such an effective catalyst night, including breakfast. in these areas under our Manchester duo previous CEO, Simone Buckley. IHG plans to open a Simone’s passion, energy dual-branded property in and ability to forge lasting Manchester early next partnerships are reminders year. Located on Corridor of how, even in these times Manchester, the 19-storey of exciting technologies, building will comprise a distribution complexity and 212-guestroom Crowne shifting commercial models, Plaza hotel together with people still do business with and a 116-room Staybridge Suites property. people and if you have the best people, you will win. Tyne for a change CORPORATE MARKET CENTRAL TO I feel very fortunate to be Newcastle’s historic Grey SANDMAN SIGNATURE GATWICK taking on such a privileged Street hotel has completed role and I’m really looking an 18-month, £1.2million forward to working closely SANDMAN Signature Hotels has Sandman Signature Hotels, says: refit. The grade II-listed with our buyers, suppliers opened its second UK hotel. The “Gatwick Airport is a major building has transformed and industry partners. its 49 en-suite rooms, with new Sandman Signature London gateway into the UK, a busy hub So, if you have any each featuring tributes to Gatwick hotel, a short drive from for domestic flights and there is suggestions as the city. Meanwhile, its the airport, has opened following a also a vibrant international to how we can Monument Suite for three-year transformation of the business community that has do more or meetings and events has seven-storey building. grown up around the airport, better, I would been extended to cater for The four-star hotel has 151 making it a natural choice for us.” up to 100 delegates. A new love to hear guestrooms, a gym, gastro bar and The Canadian group also has a smaller room, The Snug, from you. grill, free wifi and a dedicated floor Sandman property in Newcastle, has also been added. for meetings and events. Mitch with a third UK hotel due to open Gaglardi, Managing Director of in Aberdeen early next year.

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Room Report.indd 53 28/09/2017 17:02 THE REVIEW

ON THE GROUND

AVIS UPDATE Flexible mobility: evolution in motion

In recent years, we have seen a While Avis could be considered significant shift towards more a more ‘traditional’ rental option, customer-centric, flexible and it has also introduced a range of intuitive transportation models, flexible solutions to better tailor propelled by the likes of Uber. rental packages to businesses’ Standard rental models are no needs. For example, for longer sufficient as a one-size- businesses that offer seasonal fits-all approach, and as such we work or require more vehicles have invested significantly in at peak periods of the year, Overseas rail travel developing a range of flexible Avis Flex offers rentals with no mobility solutions, under the long-term commitments or early Zipcar and Avis brands, that return penalties. coming together work for our corporate Avis Budget Group is commit- customers as well as for leisure. ted to innovation, launching TRAINLINE for Business has introduced an API to deliver Zipcar – a subsidiary of Avis greater access to international rail content. The API brings Budget Group – is the world’s together 87 train companies across 24 countries, with more largest car-sharing network with content being added on a regular basis. over one million members who “It will take complexity out of a fragmented global rail have access to ‘wheels when they want them’, without the landscape, giving businesses, travel agencies and booking cost and hassle of ownership. agents hassle-free access to rail content across many While our consumer offering is carriers and countries,” says the company's European strong and easily-recognisable, Director, Alidad Moghaddam. we have also focussed on how industry-first products that allow Trainline has also launched a price prediction tool to help Zipcar can offer similar benefits our customers to rent vehicles in passengers save money on Advance fares. The facility is to businesses, including reduced a way that works for them. With costs and admin time, and an eagerness to adapt, the car available in the Trainline app and allows users to see when reduced stress on office car rental industry is in a prime Advance ticket prices are likely to increase. parks. The low emission status position to capitalise on the of all cars in the Zipcar fleet also flexible mobility trend. contributes to our business According to McKinsey & Co, customers’ commitments to by 2050 one third of all new environmental responsibility. vehicles will be purchased with [ ON TRACK ] For owners of large fleets who shared usage in mind. As vehicle are looking to streamline their sharing and flexible mobility >> has completed the introduction of new operations, increase utilisation becomes increasingly common, GOVIA THAMESLINK longer, modernised trains on Thameslink routes, withdrawing the and facilitate seamless sharing, the car rental industry absolutely last of its older trains on the service >> has partnered Local Motion by Zipcar allows must evolve at the same pace as CABFIND with iCabbi to offer automated end-to-end booking processes, any fleet vehicle to be turned its environment – or risk delivering enhanced journey visibility, administration efficiencies, into a shared asset immediately. becoming obsolete. reduced costs and data rich reporting >> Free wifi is now available on TRANSPENNINE EXPRESS' route between Manchester and Glasgow/Edinburgh and is also being introduced across the James Turner operator's wider network >> AUTO EUROPE has reported a Sales Director at Avis Budget Group 15% rise in luxury car rentals globally, with London the third most popular destination for top of the range drives

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On the Ground.indd 54 28/09/2017 15:57 THE REVIEW

ON THE GROUND

IN BRIEF ACTE UPDATE

Train tech Greeley Koch SilverRail has announced a Executive Director, ACTE technology connection with Rail Europe. The Few of us who travel for a partnership sees SilverRail living are high-maintenance, provide a connectivity and but we do need certain tools transaction processing layer to all of Rail Europe's to be efficient. Chief among train operators' fares and them are hotels offering seat inventory via their well-stocked business SilverCore platform. It will centres, safes for laptops, enable Rail Europe to conference centres and a focus on building a secure environment. distribution engine and But with 70% of global sales interface for B2B and hotels independently owned, B2C channels. Damage limitation travellers don’t know what to Same car, new airport expect until they check in. Airport parking company, for business renters Not to mention varying I Love meet and greet, has standards by country and launched a car transfer NEW research suggests 13% of business travellers have some franchised hotels that service between Gatwick, been accused of damage to a hire car they did not do. aren’t up to scratch. To Heathrow, Stansted, A survey commissioned by iCarhireinsurance.com and prepare, ask local clients or Manchester and Birming- colleagues, check rating carried out by Opinium also reported one in four (24%) ham airports. The systems like TripAdvisor, or company will collect found existing damage on a hire car that was not marked on call the hotel. But each customer cars from one the checkout sheet, and a third (36%) say they check a hire carries its own risk. airport and deliver them If contacts recommend a back to customers at car fully for damage before driving it. another airport for The report found over a quarter (26%) have returned their hotel, they’ll feel responsible if it doesn't work out. As for instances where they fly car without it being signed off by a rental company employee out of one airport and review sites, most cater to and only 29% take photos of the car. Ernesto Suarez, return to another. leisure travellers, and calling Founder and CEO, of iCarhireinsurance.com, says: “It’s very the hotel poses a risk of New Intercity trains easy to miss minor wheel damage or scratches on the miscommunication. The first of Great Western bumper when you pick up a hire car, but if these are not In September, we teamed Railway's Intercity Express up with Business and Trains have begun testing noted on the paperwork you could be charged.” Conference Hotels Accredita- in Devon and Cornwall. tion to form a global ratings From 2018 the new fleet of IETs, will connect London DRIVING TO AN ELECTRIC FUTURE system. ACTE-BCHA plans to Paddington to Exeter, have certified or reviewed more than 10,000 hotels Plymouth and Penzance, INCREASE in public investment in rapid charging infrastructure for among other destinations. worldwide by 2020. DNATA electric cars in London is urgently needed, says a new report. The Some of the fleet is fitted will audit hotels in the Middle research by Analytically Driven, commissioned by Addison Lee, examines with bi-mode technology, East and additional regions the infrastructure that would be needed to allow taxis and private hire allowing trains to use both will be rated as inspection vehicles to switch to electric power. diesel and electric power. partners are added. There will be 20% more The Provision of Rapid Charging Points in London: The case for government While travellers won’t seats per train, more intervention highlights the long-term cost savings and health benefits always wind up in the perfect frequent trains and that would be achieved by switching to electric. Current policy focuses hotel, we shorter journey times. The on low level (7kW) electric charge points throughout London. The city has hope they’ll trains use Hitachi's plans for just 75 charge points by the end of 2017, and for 300 by 2020. be better Japanese bullet train Andy Boland, Chief Executive of Addison Lee, says: “We’re keen to technology to offer a step- prepared. adopt new technologies but, in order to do so, the infrastructure needs change in the passenger to be in place. As the report makes clear, decisive intervention is needed experience, says GWR. to tackle the ill effects of London’s poor air quality and the damaging impact it has on the economy and Londoners’ health.”

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On the Ground.indd 55 28/09/2017 15:57 ad-template.indd 23 28/09/2017 16:28 THE REVIEW

MEETING PLACE

M&E SPEND IN BRIEF ON THE RISE SPENDING on meetings and events is on the rise, according to Glorious Gleddoch the Hotel Booking Agents The Gleddoch Hotel in Scotland has relaunched Association (HBAA), which also its meetings and events reports higher delegate numbers. facilities after a multimil- The HBAA Meetings Barometer lion-pound refurbish- shows average spend per ment. “We saw a great meeting in the UK has risen opportunity to breathe 31%, from £1,624 in the fi rst six new life into the hotel and months of 2016 to £2,133 in the golf course. Former guests same period this year. will recognise the hotel The report also found total they loved, but it’s been spending on meetings with HBAA brought up to scratch and now has all of the members over the same period amenities expected of a was £70.6million – compared with top four-star establish- Principal group £64.8million last year – and ment,” says Director average spend per delegate Richard Johal. increased by 29%, from £72.87 to refreshes meetings £93.83. The HBAA report also Events at Villa Park found the average meeting size Aston Villa Football Club A NEW meetings and events product from the Principal has increased 12%, from 49 will open a new hospitality delegates to 55. and events space at Villa Hotel Company is being rolled out across the group's Park this October called Principal and De Vere brands. Called Smart Space, the new the Directors Club. The programme includes live availability booking, enhanced main space has capacity for up to 150 delegates, technology support and up to 1GB super-fast wifi , as well and there will also be a as new outdoor spaces, Burr & Co. coff ee breakout areas Directors Boardroom for and rewards programmes. smaller meetings and “As well as ensuring the functional elements of any event private dining. are of the highest standards, Smart Space also ensures that Spaces in London our guests benefi t from these new initiatives following a Workspace provider signifi cant fi nancial investment and refurbishment across Spaces has opened a ,sqft business hub in the group,” says Tony Troy, Chief Executive Offi cer at City Point, London. The Prinicipal Hotel Company. venue is located a few minutes' walk from Liverpool Street and +4% Moorgate stations and fea- the increase in meetings tures fl exible workspaces costs in EMEA this year over several fl oors [ NEW & IMPROVED ] alongside a cafe. It is the ninth Spaces location to >> The ROYAL COLLEGE OF PHYSICIANS has launched the newly e cost per attendee open in the UK. refurbished Osler Room which has the capacity to host up to 300 per day for meetings Mermaid relaunch guests for receptions, dinners and events >> The JURYS INN and events in the EMEA The Mermaid London Liverpool has refurbished its meeting and events space as part of a events venue has reopened £2million investment at the hotel. The ten conference spaces have region has risen by % its Upper River Room been transformed in line with group's new design concepts >> this year. It is expected following refurbishment. TEWKESBURY PARK has opened a new £3million events space, to continue rising into Located close to The Cotswolds Suite, with a fl oor-to-ceiling glass façade and views Blackfriars Station, the across the Cotswolds and Severn Valley >> The VICTORY 2018 according to the room includes a new SERVICES CLUB in London has reopened its Carisbrooke Hall sound system, fewer Meetings and Events events space following a £1million refurbishment. pillars and a raised ceiling. Future Trends report from CWT

THEBUSINESSTRAVELMAG.COM 57

meetingplace.indd 57 28/09/2017 16:19 THE REVIEW

ON THE MOVE

EVENTS

OCTOBER 11-13

ACTE GLOBAL CONFERENCE London ANDREW WALLER BEN THOMAS TOM LATTIG acte.org PROMOTED AT: ATPI Group PROMOTED AT: Pentahotels UK PROMOTED AT: American Airlines TO: CEO TO: Regional Director TO: Managing Director, EMEA Sales FROM: International Director FROM: Cluster GM, Birmingham & Derby FROM: Director­ – Corporate Sales

OCTOBER 19 Industry veteran Andrew Waller Pentahotels has promoted Ben Tom Lattig has been named ITM SUMMIT MANCHESTER has been appointed Chief Thomas to Regional Director Managing Director EMEA Sales Innside, Manchester Executive Officer at ATPI Group UK. He joined the lifestyle at American Airlines. He will itm.org.uk after spending eight months as brand in 2014 and helped move to London from the International Director of launch two properties in his carrier's Fort Worth base. Lattig

NOVEMBER 3 Corporate Development. previous role as Cluster GM. has been at AA for 18 years.

GTMC AUTUMN CONFERENCE Grange St Paul's Hotel, London gtmc.org

NOVEMBER 6-8

WORLD TRAVEL MARKET London london.wtm.com LAURA DUDLEY JAMES GINNS ANDREA CAULFIELD-SMITH

JOINS: arrangeMY PROMOTED AT: Cathay Pacific PROMOTED AT: EasyJet National Account Manager Regional General Manager Europe Head of Business Development NOVEMBER 20 AS: TO: TO: FROM: Genting UK FROM: Director, Service Delivery FROM: Head of Sales, Northern Europe

THE BUSINESS TRAVEL SYMPOSIUM (Advantage). ME London Laura Dudley has joined James Ginns will be responsible EasyJet has created a new advantagemembers.com arrangeMY as National for European business business team focused on Account Manager, responsible development in his new role at strengthening its commercial for expanding the Midlands- Cathay Pacific. He has held a and TMC relationships. It will be NOVEMBER 28-30 based business travel agency's variety of sales and marketing headed up by former Head of GBTA EUROPE CONFERENCE client portfolio. roles in 26 years at the airline. Sales Andrea Caulfield-Smith. Frankfurt europeconference.gbta.org

ALSO ON THE MOVE... Former Advantage Travel Centres Chief Executive John McEwan has been

DECEMBER 12 appointed Chairman at CTI >> Travelport has appointed Sinead Reilly to the new role of Strategic Account Director for Northern Europe >> Inntel has named James Smith as Head of Events >> TBTM CHRISTMAS PARTY Amadeus has appointed as its new Vice President EMEA >> is the new Grange St Paul's Hotel, London Joost Shuring Andy Batty thebusinesstravelmag.com UK General Manager at mytaxi >> Jackie Clark has left British Airways to join Japan Airlines as VP EMEA Global Strategic Sales >> Good Travel Management has added James Plumb to its

business 13225-Sirius-BritishTravelMag-AD-138x40.aidevelopment team >> Swire Hotels has appointed 1 11/05/2017 Toby Smith 15:01 as Managing Director JANUARY 1

THE PEOPLE AWARDS 2018 NOMINATIONS OPEN C thepeopleawards.co.uk M EXECUTIVE SEARCH AND Y

FEBRUARY 21-22 RECRUITMENT SPECIALISTS CM

BUSINESS TRAVEL SHOW MY Olympia, London Dedicated to the businesstravelshow.com CY business travel sector

CMY • • K [email protected] +44 (0)845 605 9055 www.sirius-cv.com

58 THEBUSINESSTRAVELMAG.COM

On the move.indd 58 28/09/2017 11:39 TRAVEL TECHNOLOGY IS EVOLVING SO RAPIDLY THAT IT CAN BE DIFFICULT TO SEPARATE THE FLUFF FROM THE FUNCTIONAL. FIND OUT HOW TO MAKE IT WORK FOR YOU IN OUR GUIDE TO TRAVEL TECH Introduction, 60-62 / Trending, 64-66 / Booking tools, 68-70 Beginner's guide to blockchain, 73 / Mobile developments, 74-75 Expenses, 76 / Data, 78

THEBUSINESSTRAVELMAG.COM 59

Introduction.indd 59 28/09/2017 12:53 Travel tech / Introduction

Fast FORWARD Travel technology has evolved – and continues to do so – faster than any other area of travel management, touching all areas of the business, writes Linda Fox

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Introduction.indd 60 28/09/2017 12:53 Introduction / Travel tech

ust ten years ago there was no talk of For corporate travel, the downside of such multiple sources of richer content built ‘seamless experience’, ‘end-to-end rapid progress is the expectation among around the new distribution capability. Jtravel’ or the ‘mobile traveller’, and business travellers that everything should “Aggregators and GDS are still playing a the very first iPhone had barely rolled be instant and nothing is impossible to do key part in the process, but in a different off the production line. by a mouse click or the touch of a button. way. The user experience is built on Airbnb was not quite on the scene so It’s a knock-on effect from the consumer anticipatory principles, leading a user there was nothing like peer-to-peer world where people can access so much directly to services, content and information marketplaces or a sharing economy, and information on the fly now that they expect that takes away much of the effort.” mentions of chatbots were likely to conjure the same in their business lives. Traveldoo Chief Product Officer Dan images of Star Wars droids R2-D2 and C3PO. This, in turn, has led to the rise of startups Fitzgerald adds that a large part of what is Mobile devices were around, but they had in the travel sector either looking to disrupt happening is also down to how quickly nothing like the functionality of current and take things in a different direction or fill people become comfortable in using these devices, which have put huge power in the in some of the gaps towards improving the newer technologies, including mobile. pockets of business travellers. Indeed, fast- overall experience. But all this is creating a bit of a dilemma forward a decade and now, in 2017, that HRG’s Director of Group Technology, for corporate travel managers who are power is beginning to impact on every facet Nigel Meyer, sums up the current situation: having to manage their travellers pushing of the corporate travel landscape – from “Travel technology is at a point of funda- for a more consumer-like experience. traveller tracking, expense management mental transition. The legacy corporate Most experts still see corporate travel and self-booking, to policy compliance and tools based on the use of a GDS and an as lagging behind leisure when it comes the in-trip experience. In short, mobile apps aggregator are being replaced with to the user-experience and the tools and booking tools are on every RFP now. consumer-oriented interfaces linked to available to book travel. 

Travel technology is at a point of fundamental transition. The legacy corporate tools are being replaced”

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Introduction.indd 61 28/09/2017 12:54 Travel tech / Introduction

The drive towards Capita Travel and Events' Chief Information experience has also thrown a spotlight on officer, Paul Saggar, says every conversation traveller behaviour in general and how it improving the user around mobile innovation involves a data can be influenced. experience has thrown privacy discussion: “GDPR is driving people For a long time business travel to think about privacy, as well as the high- management has taken a mostly 'stick' a spotlight on traveller profile data breaches. Everyone should be approach to compliance, but new entrants behaviour and how it concerned about it. The travel ecosystem is in the space look to incentivise travellers for can be influenced” complicated and people should be asking making good buying decisions. questions about how their data is being Traveldoo’s Fitzgerald believes a cultural looked after.” change is required and says his company is  And it will continue to lag, not just All these developments drive the watching these newer players. because of the complexities of corporate corporate world towards a more seamless Saggar, meanwhile, says it could be even travel, but also because of cultural elements. experience, from the initial booking, to simpler than incentivising travellers. Just For example, Fitzgerald reckons there are during and after the trip too. addressing them differently or tailoring the still only about 50% of business travellers in Experts no longer talk about 'seamless' as message to them may be enough to alter Europe actually booking their own travel, the ultimate objective, however, because behaviour in the future, he says. which means less of a push towards a they see integration as an ongoing process Whatever the outcome of all these better user experience. that means something different to every developments, technology will continue to There are developments both from business traveller. play a vital role in business travel. existing players such as Egencia and Concur Saggar says the concept of end-to-end A recent study by Carlson Wagonlit, and newcomers such as Rocketrip and cannot be applied as a generalisation. It conducted with almost 2,000 travellers, Upside that are improving the experience in might work for three-quarters of corporates reveals that nearly 90% find business travel different ways. doing simple trips, but travel arrangements “easier to navigate” thanks to technology. Partnerships and content integration within some organisations are more Business travellers are carrying more enable travellers to do more with fewer complex and involve lots of factors being devices than ever to stay productive and steps. For example, travel booking and taken into consideration. keep in touch. The mobile is seen as the expense management systems are The drive towards improving the user tool they can’t live without. becoming more joined up. Technology providers are also partnering with companies such as Airbnb and Uber to provide access to their content. So what’s next? More of the same, inevitably, but also development in the direction of artificial intelligence (AI) and how that might enhance corporate travel tools and processes. Fitzgerald sees driverless cars as having a big impact on business travel and traveller mobility in the not-too-distant future. AI will also play a huge part in the development of the chatbots already helping to improve customer service as well as on-the-go communication for many airlines and other travel providers. Data and personalisation is a further area where there is likely to be significant development. If we know elements such as the time of day travellers like to fly, the destinations they visit most, the sorts of hotels they like and how much they spend, it’s easier and quicker to serve them with the right options. Some of the old challenges remain, however, such as data privacy and content fragmentation, and have even been brought more sharply into focus by developments in technology and new entrants.

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Introduction.indd 62 28/09/2017 12:54 WIFI UP HIGH

We’re the fi rst European airline to o er WiFi across our entire fl eet, so when you fl y Virgin Atlantic or with our partner, Delta Air Lines®, you can stay connected on all your transatlantic fl ights. Find out more at virginatlantic.com

ad-template.indd 23 27/09/2017 16:27 Travel tech / Trending

smart TALK Artificial intelligence and bots are infiltrating consumer services, but can they really take over travel management too? Neal Baldwin charts the rise of the machines

ou’ve got a client in Chicago and a whole range of fields, it is the specialities of visa requirements, the weather and her flight home, the last one of the Natural Language Processing (artificial speech restaurant options in destination. Meanwhile, Y day, is cancelled. As problems go it and typing, as used in chatbots) and Machine itineraries are monitored in real-time to keep doesn’t really get more routine. Learning (when a computer adds to its travellers updated on unforeseen issues such The response is simple. A good TMC will understanding by noticing past requests) that as flight delays or traffic jams near the be quickly on the case, checking out flight are especially relevant. airport. If users need specialist help, they can options for tomorrow and finding Travel is particularly ripe for this type of opt out of the virtual world and be connected somewhere for the traveller to sleep. The innovation, since the wealth of information to a human travel manager. agent knows her preferences too, making that companies possess about clients, such FCM’s Head of Mobile Product, Chris sure to secure a room at her favourite hotel as their airline and hotel preferences, policy Gamlin, says the development of SAM was group to get the loyalty points and rules and travelling history, all add up to prompted by a desire to make life easier for recommending a highly-rated little pizza create a comprehensive picture. The more travellers by uniting information they would place just around the corner. Job done. data that is collected, the better the otherwise receive from multiple sources. Except the ‘agent’ in this case isn’t an agent recommendations should become. “Travel technology focuses traditionally on at all. It’s a robot. A computer algorithm. A FCM Travel Solutions is among the first to functionality and tools that handle the machine that has learned. Welcome to the jump in to AI, showcasing its SAM (Smart booking, approval and reporting process,” he world of artificial intelligence. Travel Assistant for Mobile) app at the The prospect of technology thinking for Business Travel Show in February this year. itself might conjure up a Terminator-style Having been beta-tested by more than 3,500 Technology vision of the future for some people, but in travellers, SAM is now being rolled out to the travel – and especially the corporate world – company’s clients. thinking for it is a future that’s marching ever closer. Essentially a mobile-based ‘virtual assistant’, itself might conjure At its heart, AI uses computers to mimic SAM acts as a one-stop shop for many human functions, and in truth is a pretty traveller-related queries, with the chatbot up a Terminator-style catch-all phrase. While the science comprises able to provide information on topics such vision of the future”

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Trending_2.indd 64 28/09/2017 11:00 Trending / Travel tech

explains. “The priority for TMCs is driven simply get served up options. In 30 years’ predominantly by the need to maximise the time, we [TMCs] should be completely The end game value of a client’s travel spend, reduce costs, invisible in the booking process.” is when we can and mandate travel policy. The experience of The rise in AI comes as consumers welcome the actual business traveller has frequently virtual assistants such as Apple’s Siri and say the computer has been a secondary priority.” Amazon’s Alexa into their homes, and a ‘sixth sense’ and can Of course, making life easier is at the crux Hillgate Travel Chief Information Officer take decisions without of all technological innovation, and AI is Antoine Boatwright says it is essential that already widely used to help automate TMCs keep on top of this leisure trend for referring them” previously time-consuming tasks such as ease of use and integration. refund processing. However, a world where “How people interact with the technology – computers can genuinely make informed, whether it is speech, by laptop or tablet – independent decisions is still a science fiction. isn’t so important. The issue is concentrating With a master’s degree in machine learning, on experience. The digital world has just Chris Baker, Managing Director of UK made things easier, so the work for us is to Enterprise at expense management specialist essentially reinvent the booking tool. Concur, describes himself as ‘pretty “At present people pick components for underwhelmed’ by current AI products. their trip.  “Chatbots are OK, but essentially they are just another interface to talk to your TMC. The end game is when we can say the computer has a ‘sixth sense’ and can take decisions without referring them. “Imagine you have an email conversation about a potential trip away. True AI might see that provisionally scheduled in your Outlook calendar and immediately look at travel and hotel options, within policy, for those dates – and even hold them for no fee. When you confirm the trip, the itinerary is ready and waiting for you. “With the rules in place, technology could do the booking without referring to me. If we ever get to that stage, TMCs will be battling to make their technology faster, since the emphasis then will be on securing the best rooms and seats at the best price.” Mark Knipe, Head of User Experience and Product Discovery for HRG, believes that in the long-term chatbots will go the way of betamax video – a great idea that fell quickly out of fashion. “I don’t see a great deal of demand for chatbots now, and the future is about AI being intuitive. Users won’t want to be in a text chat system,” he says. “TMCs have been very good at driving down costs, but clients are now demanding something more personal. The days of having to text or even speak to someone are over; you should

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Trending_2.indd 65 28/09/2017 11:00 Travel tech / Trending

 AI can simplify this by seeing where they deal” he says. “At its most advanced, the Some TMCs are are going and serving up a selection of computer could have learned this information tailored pre-made itineraries, with flight, and realise he would be more productive using AI as a hotels, car hire and restaurants all included. flying first class rather than picking the marketing tool, but For us, that is only 18 months away.” cheapest option. In that example, the TMC’s the chatbots around However, this brave new world isn’t without ‘machine’ is making a value judgement that its problems. As always, technical issues, benefits the client. at the moment are far compliance and data protection are major “The issue of whether AI-inspired itineraries from perfect” barriers to be overcome. need to be seen by the traveller, or referred With disruptive suppliers such as AirBnB for compliance, is one for society to decide. and Uber becoming more popular and Younger people are happy sharing their leading the digital revolution, how do TMCs information online and are increasingly mandate policy for a new generation of trusting in technology, so it could well business travellers who are used to doing happen sooner than later.” their own thing? And would it even be possible to integrate all this data from disparate sources, as well as linking with [ ] the legacy GDS systems? BOT LAUNCH ATPI Managing Director Adam Knights AS an FCM Travel Solutions client, believes the industry will eventually fall Alice Linley-Munro, Global Travel Analyst at behind two or three ‘standard’ AI platforms Oil Spill Response, is looking forward to as the technology matures. rolling out the SAM app to her company’s 175 “Developing proprietary systems seems silly travellers – but only in certain situations. to me. At present, some TMCs are using AI as “The nature of our business in the energy a marketing tool, but the chatbots around industry means some staff are working in high risk countries,” she explains. now are a long way from perfect because it is “To be honest, I don’t want them relying on impossible to integrate suppliers into one the technology when they are in an place. Without all the content, you can’t environment where things can go wrong at a realistically give the benefit,” he says. moment’s notice. Having traditional help on “The biggest worry for me is the new the end of a telephone, especially someone General Data Protection Regulations (GDPR). who can make instant decisions, is very If a machine has learned a client’s important in a crisis.” preferences, what are the legal implications That said, Linley-Munro believes the system’s of passing this information on? Who is the interactive nature will be a hit, particularly its ERROR data controller? It is already hard enough to ‘softer’ features such as highlighting which carousel a traveller’s bag has arrived on, get a common interpretation of the or its in-destination advice. regulations for our industry.” “It’s not just younger travellers that are Meanwhile, Hillgate’s Boatwright warns embracing this sort of technology. People use of compliance issues should AI-inspired computers to control their lights, music and bookings go wrong. “Customers will need to heating at home and like the interaction. understand the logic that has been applied to I like the idea that AI can learn a traveller’s make travel decisions,” he remarks. preferences and improve the experience “More importantly, travel managers will by recommending a place to eat or want accountability if mistakes are made. suggesting they might like to buy football And what’s the duty of care situation if a or theatre tickets. “There will always be a need for TMCs to have traveller is in an accident or injured?” human staff, and for travel managers. Ultimately, Concur’s Baker believes AI could Ultimately, systems like this should make it eventually apply logic to bookings that might easier for travellers to solve their own traditionally fall foul of compliance rules. problems. That might mean I don’t get woken “Maybe you’ve got a traveller who is going up in the middle of the night so often!” to New York to sign a multimillion pound

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Trending_2.indd 66 28/09/2017 11:00 Untitled-1 1 7/26/1726/07/2017 04:12 16:07 PM Travel tech / Booking tools

Checking OUT While do-it-yourself travel booking tools are more user-friendly than ever, the challenges of leakage and content remain ubiquitous, says Gillian Upton

ravel booking tools backed up by The latest generation of SBTs offer multi- by arranging the necessary logistics and bots and powered by artificial destination capability, such as Aberdeen- adapting to last-minute changes with Tintelligence may well be the future, Amsterdam-Paris-Aberdeen, or flying into workarounds,” says Eric Webb, Solutions but acceptance levels – particularly on one US city and out from another. Consulting Director, Enterprise, for Concur. the corporate side – will be slow to grow. However, many travellers lack booking “No-one wanted to bank online 15 years confidence to make the most of it. “They Leading the way ago, so it’ll be a slowly aggregated level of don’t trust the technology as much as they Those SBTs in the vanguard today will also trust with AI and bots,” says Dan Fitzgerald, should,” believes Glenn Watson, Business include an expense module to make them Chief Product Officer with Traveldoo. Solutions Manager for Advantage Focus. fully end-to-end. The big four players in the And as for mobile booking platforms, Filling the trust gap is the TMC, adding marketplace – American Express/KDS, Concur, Richard Kelly, Director of Client Solutions value by completing the booking offline that Traveldoo and Amadeus/Cytric – all offer and Content at HRG, believes, “the more was started on an SBT, and creating online this. Traveldoo, for example, has developed expensive the item, the bigger the screen bookings, offline bookings and hybrid an expense solution in-house so there is only you book it on. A £10,000 trip is unlikely to bookings that mix the two. one profile and data flows through it. be booked on a mobile, but when it’s a £23 “But don’t underestimate SBTs,” says Vicki “Your booking becomes your expense,” rail ticket, people feel comfortable.” Williams, Director of Customer Solutions at says Traveldoo’s Fitzgerald. He reckons that For now, self-booking tools (SBT) have Click Travel. “They can even deal with items two-thirds of clients want T&E combined. evolved from point-to-point capability and such as additional checks for creative Most SBTs also have the facility to book perform four essential functions: cost control ticketing options.” ancillaries such as car hire, include plug-ins through travel policies being built into the Complex journeys are still the domain of such as travel tracking, client-specific tool; the ability to negotiate better rates with the TMC. “It’s where the TMCs earn money documents, links of interest and in-built chat suppliers due to visibility of spend; duty of functions to provide real-time support. care compliance; and visibility into the “SBTs in general are a lot more powerful booking and the expense system, helping to Booking tools in than even three years ago, with the inclusion eradicate errors and fraud. general are a lot of ancillaries, much broader content sources, CTM’s Product Manager, Bob Styles, says ground transportation, recommendations, that a degree of automating changes and more powerful than even and approval workflows,” says Hillgate Travel's cancellations to bookings still needs to be three years ago, with the Chief Information Officer, Antoine Boatwright. done offline but “self booking tools excel at inclusion of ancillaries Self-booking tools vary between those simple point-to-point journeys and this developed in-house by TMCs, such as constitutes most business travel”. and broader content” Lightning from CTM, Travel.Cloud from 

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Self_booking_NEW.indd 68 28/09/2017 16:00 Booking tools / Travel tech

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Self_booking_NEW.indd 69 28/09/2017 16:00 Travel tech / Booking tools

 Click Travel and Freeway from Hillgate, don’t want to understand a five-sector trip. There is something to those resold by TMCs such as Sabre’s This way, we get 100% adoption and we GetThere or Concur, and those acquired by reduce TMC fees as we’re more efficient.” called ‘decision TMCs, such as KDS, now owned by Amex. fatigue’, when a traveller Pushing the case for own-label tools is Adoption anguish Hillgate’s Boatwright: “We can react at the Reticence over rolling out an SBT still exists. says ‘I don’t want ten speed of our customers and the market CTM’s Styles points to some of the challenges: things to choose from, versus at the speed of our suppliers. We can “It’s a question of finding the balance between give me one or two’” develop a product with the features our creating a tool that is able to manage the customers think are critical and build in complex requirements of a client’s travel differentiation in line with that of our clients.” needs, yet making it simple enough to use so Content rules ATPI used to have its own SBT but switched hours of training are not required.” There is huge debate about how much to selling KDS, Concur, Cytric and eTravel. Locomote’s Fastuca argues that, “If you content you offer and this is linked directly Why? “The Concurs of this world have huge have to train somebody then there is with the trend towards personalisation, IT departments and the cost of building your something wrong with the experience as it explains HRG's Kelly. “If the traveller always own tool and keeping up with developments should be intuitive. Webex and roadshows flies with British Airways to New York and is prohibitive, unless your SBT adds value to should all be redundant.” only stays at the Sheraton or Hilton we pull the customer,” explains Managing Director The worry over control is another concern, that up from our database and only present Adam Knights. says ATPI’s Knights. He knows of travellers those choices. cheating the system by booking two days “There is something called ‘decision fatigue’ Doing it differently out and getting the only ticket type left – when a traveller says, ‘I don’t want ten things Travelport believes it has done just that with a flexible ticket – rather than 14 days out to to choose from. It’s fine to give me one or Locomote, which is an end-to-end workplace get a fixed ticket cheaper and in policy. two so I can make a quick decision’. It’ll be platform rather than SBT. It integrates with “When we had dedicated travel bookers less choice but the right choice.” whatever modules are required, be it these anomalies were picked up,” says But there will always be a ‘Click More’ Expensify for expenses, a visa supplier, risk Knights. “The average ticket price is lower if button. “It speeds up the booking process management provider or even other booking booked by dedicated bookers than when the and the procedure for us. We’re talking to tools. It claims to have a more consumer-like traveller does it himself.” Exception reports our customers about it,” says Kelly. user experience. Launched in the UK a few take care of this today, as long as the travel Content overload is a real issue. “It is the months ago, take-up has been from mid-tier manager acts upon the data. eternal dilemma of choice,” says Hillgate’s customers and SMEs to date. Evan Konwiser, Vice President Digital Boatwright. “If one curates too much, then Ross Fastuca, Co-founder of Locomote, Traveller, American Express GBT, explains there is a belief that you are not getting the says: “If you can’t book online travellers have the importance of replicating the consumer best, and when you get too much the to facilitate it offline via a consultant and we’re user experience. booking process is slow.” seeing frustration with that as corporates “Booking tools can encourage travellers to Whether an SBT is mandated or not will don’t want their travellers to call the TMC. remain within travel policy, rather than book also influence adoption. Rail adoption should About 30% of trips have to be booked offline independently. This is valuable as it makes it be high, over 90%, as it’s so easy, and air and that can be really painful. easier for travel managers to monitor and should certainly be above 65%. Hotels, “We facilitate offline and online bookings as track activity, manage the overall T&E spend, however, “are the battleground” says the modern traveller expects that and they negotiate better content deals with suppliers, Fitzgerald. “It’s the B2C influence,” he says. and provide duty of care while on the road.” Amex GBT’s Konwiser says tech-savvy Linked to the experience is the importance companies with mostly short-haul travel of the right content. While leisure travellers can achieve 90% or higher adoption, but are happy to switch between different those with a more traditional culture and websites to book their holiday, they want all significant international travel volumes are the elements in one place for their business happy with more like 30%. trip. Multiple APIs pull in diverse content “Adoption alone is not enough to from the GDS, NDC, direct and non-GDS understand success; it must be a aggregators but some can be clunky to use. combination of adoption, satisfaction and “You have to consider the balance between economic value for the company,” he says. your programme needs and what your Advantage’s Watson suggests getting travellers want,” says Knights. “And ignore travellers involved in the SBT selection travellers’ comments such as, ’I like the process to help buy-in, messaging them booking.com functionality,’ or the travel through the booking to flag up the preferred manager saying, ‘The TMC isn’t providing the suppliers, and to incentivise teams to be right technology’. We can provide Booking. compliant with the use of leaderboards. com but there are compromises.” “Taking them on the journey is key,” he says.

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Self_booking_NEW.indd 70 28/09/2017 16:00 Behind every journey

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Untitled-2 1 15/09/2017 15:07 Beginner’s guide to… / Travel tech

BLOCKCHAIN Heard of blockchain but have no idea what it is? Katherine Grass, Head of Innovation and Ventures at Amadeus, explains all

Heard about blockchain but still not sure what it’s really all about? This ground- breaking technology presents exciting possibilities for the travel industry, but widespread penetration is some way off. Read on to find out the basics and how it might be adopted.

What is blockchain? Blockchain is a database tech- nology that enables a new way of conducting digital transactions safely and transparently, without the need for an intermediary body, like a bank, to validate it. It is a shared database, which is synchronised, meaning it is ideal for organising information amongst different stakeholders. Bitcoin is an example of where blockchain has been used to create a currency.

Why do I need to know about it? John Naughton, Professor for the Public Understanding of Technology at the Open University, recently described blockchain as the ‘single most important IT innovation of our age’. Blockchain is quickly becoming a buzzword in many industries. allow them to be more universal, redeemed What are the pros and cons? The hype is all down to its disruptive nature. easily and even shared with friends – like One of blockchain’s main advantages cash is today. is the fact it is highly secure and What is its relevance to the The trustworthy and unalterable nature of transparent. The information contained on it travel industry and how might it blockchain also makes it ideal for improving is trustworthy, due to the way it is encrypted be applied? the way travellers are identified during a and validated. Participants can add data, but There are several potential applications for journey. Traveller IDs are required at data cannot be removed once a transaction travel. One could be enabling travellers to booking, when changing a booking, at is validated. Each individual ‘node’ or party store their loyalty points from various travel security, the boarding gate, duty free within the blockchain must validate a sellers in a single, digital wallet. This would shopping and the hotel. Imagine how much transaction before it is approved. This easier it would be if you didn’t need to use a negates the need for a trusted central passport at all these points. Blockchain organisation. The challenge is the need for Blockchain is could deliver a much smoother experience. industry-wide collaboration. Baggage tracking is another complex becoming a challenge involving several stakeholders, What is the future of blockchain? buzzword in many such as airlines, ground handlers and Widespread adoption is predicted airports. Using blockchain, travellers could to be five to seven years away. industries. The hype have a single view of where their bag is, However, experts expect ownership of perhaps via a mobile app. It may also assets as varied as houses, cars and even is all down to its improve the accuracy and efficiency of people’s identities might be registered on disruptive nature” managing bags across the industry. the blockchain in the future.

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Beginners guide_V1.indd 73 28/09/2017 13:15 Travel tech / Mobile developments

appy DAYS Do business travellers really want full booking functionality from mobile phone apps and, if so, are suppliers answering their calls, asks Linda Fox

third of business airlines are introducing chatbot of the vast number of factors involved. travellers take three or functionality via mainstream ATPI UK Managing Director Adam Knights A more mobile devices consumer interfaces such as says: “At the moment the market is not set with them when on the road, Facebook Messenger to offer basic up to organise multi-option or multi-sector according to a survey from travel customer service as well as routes on a mobile app. The ultimate management company CTM. functionality such as check-in and the challenge is to make sure that apps are Research from Carlson Wagonlit provision of boarding passes. adding value to the traveller experience and Travel suggests the average business The hotel segment is also looking at how it are not just introducing technology for the traveller takes four. We are, it seems, can take fuller advantage of mobile sake of it.” addicted to our devices. services, also through chatbots as well The market seems divided on whether Where once checking email and storing travellers actually want to book via their travel itineraries was the battleground for smartphones or simply want them for TMCs and travel technology specialists, The market seems sourcing information and some of the added the goal posts have moved to booking divided on whether in-trip functionality. The size of smartphone functionality, deeper expense management screens has generally increased but the integration and duty of care as well as softer travellers actually want experience is still not that good, especially for on-trip assistance. to book via their smart- more complex trips. CTM’s Marketing Director EMEA, Scott phones or just want them However, the rate of booking via devices Alboni, says its research also reveals most is expected to rise as an improved user travellers use their mobile devices for ticket for information” experience makes people more comfortable. and itinerary references and about half for Right now travellers want a central point checking departure times and changes. as via location-based apps and the ability to for their information: bookings, itineraries, The reality is these devices can and will do use mobile phones as room keys. travel policy, airline and airport alerts, a great deal more. Existing services and apps from TMCs and traveller security alerts, some expense Biometric prototypes in airports travel technology companies have improved management and access to help if are seeing devices used to take a but there is more to come. it is required. picture of a traveller and use it as While many TMCs have begun offering An Egencia survey released identification to pass through the booking functionality, for some it remains in the summer revealed half various checkpoints at the airport. just for hotels. Others have incorporated air of travellers would like to At the same time, more and more but acknowledge it is more complex because update travel via text, and

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Happy Days.indd 74 27/09/2017 17:39 Mobile developments / Travel tech

there are already a number of stressful experience for travellers. the customer experience. Travel interesting initiatives in this area Developments such as the above management features will be added. including startup Comtravo. It uses automate just one part of the travel The other side of the build in-house or go Natural Language Processing (NLP) process but make a huge difference to with a third party debate is the belief that to interpret text messages sent via Skype travellers and bring the industry a step closer TMCs should focus on what they’re good or email and return the best options to them. to a seamless experience. at and leave technology experts to The business has just received an injection of The Travelport development should help do the development. €8.5million in funding. the whole industry but at a TMC to corporate Expedia Affliate Network Senior These sorts of services will grow and are level, more fundamental discussions are Vice President and General going to become increasingly sophisticated being had about traveller apps and future Manager, Ariane Gorin, says: as NLP and chatbot technology develops. mobile functionality. “It makes sense to make use of the Currently many of the developments are Mobile strategy has become standard on R&D in the online travel agency space catering for the pre-trip and booking process, any RFP and TMCs need to decide whether to and marry that with the assets of the but what about during the trip? opt for in-house development, which means traditional corporate space.” Travelport has launched a number of they can control what is done and when, or She also points out that consumers have interesting mobile-based developments to work with third parties. become used to online travel tools and that recently targeting the in-trip experience. HRG says it has built its mobile app it is where the innovation regarding self- Trip Assist helps travel management in-house separately from other core teams. booking is coming from. companies with itinerary management and Director of Group Technology Nigel Meyer Mobile technology will continue to develop communication in real-time. It enables says the development around mobile calls at a rapid pace and in all likelihood travellers to connect directly to agents if for “a different skill-set and culture” and so developments and channels we haven’t yet necessary and provides them with travel far the app has been developed to focus on thought about will surprise in the future. updates during the trip. Travelport’s Resolve tool around disruption management is a further interesting development. It’s likely to be an area that many will invest in as current industry predictions put annual losses because of airline disruption at about $60billion. This says nothing of the productivity and stress-related costs of travelling employees not being where they need to be, nor when they need to be there. The Resolve service, as well as a similar service provided by Switchfly, are aimed at airlines and enable them to provide help to disrupted passengers by offering hotel rooms. According to Travelport, the service has already attracted interest from the travel management community, which needs to know what is happening with travellers and that they are adequately being taken care of. Mike Melton, who works within technology management at Travelport, says there is the potential for TMCs to be provided with the similar information on disruptions as that being provided to the airlines. In the event of a disruption, the mobile- based technology notifies passengers who are connected to the service, of itinerary changes, and offers local hotel options. The current process of queueing for hotel vouchers is inefficient and a frustrating,

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Happy Days.indd 75 27/09/2017 17:39 Travel tech / Expenses

[ EXPENSE MANAGEMENT ] EASY MONEY The process of paying, claiming and reimbursement of travel expenses has been painful and protracted in the past, but that should no longer be the case, writes Gillian Upton

allelujah! The process of The holy grail of end-to-end T&E is almost expenses where the payment and the completing travel expenses here. Travellers can request approval for exchange of service is simple. However, is becoming simpler and spend, facilitate the payment and report on reporting remains challenging with hotel automated.H The days of blocking off a it all within the same mobile app. “It’s a accommodation, explains Antoine Friday afternoon to trawl through paper brilliant outcome for cardholders on the go,” Boatwright, Chief Information Officer at receipts is disappearing, and doing them says Campbell. Hillgate Travel. on your phone rather than in Excel is Occasionally the technology isn’t 100% “So many things can happen between the becoming the new norm. accurate and system miss details from the time a person books and the person does or Technology has transformed expenses, receipt images. The technology relies on does not exit the hotel,” he says. “A single specifically mobile applications making the advanced Optical Character Recognition occupancy booking can become a double, a most of geolocation. Today, travellers can technology (OCR) to digitise the receipt booking might get upgraded on arrival or an expense the trip while they’re away by capture process. error might occur and some goodwill may be snapping a photo of the invoice and pre- Concur, for example, has solved this issue applied. Hotel spend still remains by far the populating a claim form. This expedited by enabling providers such as Uber to send hardest thing to track and the most process also means travellers receive the electronic receipts directly into a traveller’s expensive to get right.” money back more quickly. Concur account. “This direct approach Conferma’s virtual card solution on mobile, There is also a further benefit, explains removes the need to photograph or email Trip Pay, may help acceptance levels, Nick Campbell, Head of Product Strategy receipts and mitigates the risk of information particularly in hotels where travellers can and Innovation at Fraedom. “Finance teams being missed during the extraction process,” show a card alongside a booking are able to work with more accurate data explains Matt Abbott, Solutions Consulting confirmation. It can also be used to resend with increased compliance.” This translates Director, Concur. reservations to the hotel when on the move. to companies saving significant money and Although virtual cards have been heralded The card image disappears from the app time with their expense process. as replacing or augmenting physical cards in after check-out. many instances, acceptance levels have been Other innovations are on the horizon. slow. But with their set spending and Traveldoo’s Fitzgerald points to a time where merchandise limits, they are ideal for travellers will be able to track their mileage infrequent travellers and contractors on their phone, then click stop and not eligible for a corporate card and automatically get paid for it. “Geolocation also help reduce card fraud. and big data will provide that,” he says. The AIDA virtual card from travel Fraedom’s Campbell says the next phase payment company AirPlus has proven a of competition will be managing the boon to corporates for another issue – advance coding requirements of large hotel billbacks. corporates within the mobile space. “Often Dan Fitzgerald, Chief Product these corporates have more advanced Officer at Traveldoo believes travel workflow and spend categorisation needs, managers are slow to embrace so a more configurable and tailored product new technology. “They’re not tech is required,” he says. savvy,” he says, and suggests tests Removing the need for paper altogether is and trials with one department for clearly in sight, alongside further integration six months to enable data to be with merchants, which will capture rich collected and interpreted. spend information and achieve a touchless Huge gains have been made with expenses experience.

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Expenses.indd 76 28/09/2017 11:08 presents.... The Business Travel Symposium

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Bt Symposium Advert for Business Travel Magazine 2017-V2.indd 1 28/09/2017 16:04 Travel tech / Data

COGNITIVE COMPUTING

Talk of artificial intelligence and chatbots is widespread, but ‘intelligent’ live products are relatively few and far between, as a research paper from IBM’s Institute for Business Value explains. “When we initiated a survey of global travel executives on the topic of cognitive computing, we expected to find many companies whose efforts were blazing a trail in the travel industry,” declares the company’s Beyond bots and robots report. 63% “Instead, we found an industry that is just starting to explore this transformational of business execs technology. For the most part, companies in the travel space are implementing cognitive believe AI can solutions in the form of chatbots and robots, neither of which have matured enough offer a superior to advance crucial strategies in the industry or demonstrate the technology’s one-to-one full capabilities. For now, most of the industry is in a wait-and-see mode.” personalised experience of travel companies believe operational improvements 52% are the best use of future cognitive computing investment

of respondents report 23% frequent use of advanced

analytics, which is often 23% a precursor to cognitive of consumers 63% technology believe AI will have serious, negative WILL CHATBOTS HAVE AN IMPACT ON THE TRAVEL INDUSTRY? implications OF COURSE! 67% I DON’T THINK SO 7%

Source: Amadeus Source: IT’S TOO SOON TO TELL 26%

42% of consumers of consumers46% believe AI will harm already use digital people by taking away jobs assistants, while 72% of business execs and 53% of millennials are using them 72%of business execs believe AI will be the business advantage of the future

Source: PwC

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Data_V3.indd 78 27/09/2017 16:05 DEPARTURES

New kid on the block THE TITANIC HOTEL, BELFAST

THE LOWDOWN Belfast’s newest luxury hotel, the 119-room Titanic Hotel is now open following a £28million restoration of the historic building, part supported by £5million of National Lottery funding. The

Drawing Offices, at the front of the property, are now home to the Harland Bar and the hotel’s ballroom and heritage experience. The four- star deluxe hotel, which is the sister property to the Titanic Hotel, Liverpool, is furnished in a Art Deco style. The property has a 166-seater dining room, The Wolff Grill, with its own private dining area. THAT'S A FACT The hotel is located in the former Harland & Wolff Drawing Offices and Headquarters, the shipbuilder responsible for RMS Titanic. The lottery cash has allowed heritage spaces in the property to be retained, including the Telephone Exchange, which received the first news about the ship having hit an iceberg on its maiden voyage. THEY SAID IT “Now the most authentic hotel in the world to honour the majesty of the Titanic and Belfast’s shipbuilders, it offers 360 views of the Titanic Quarter, with the Harland & Wolff cranes to the east and Titanic Belfast and the slipways to the west.” RATES Room rates start from £110 per night. Guestrooms range from Standards through to Superior Kings, Junior Suites and a Penthouse Suite.

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New kid on the block.indd 79 26/09/2017 16:44 DEPARTURES

On the road with Stuart Hobbs

ROAMING WITH THE As European Sales Director for ASG Worldwide, ROMANS Stuart Hobbs sets off on over 100 business trips a year – and always makes sure he banks the air miles

GOOD & BAD

Positive memorable experience: A flight from New York in Delta's business-class cabin. I was expecting it to be average, but I was very pleasantly surprised. Worst business travel experience: That would have to be flying with Ryanair to Bydgoszcz in Poland. It's cheap for a reason! Stansted is also a terrible airport to navigate.

SUPPLIERS DETAILS Preferred airline or hotel: British Name: Stuart Hobbs. Airways is my favourite airline. It has Position & company: I'm European the best timetable and network for Sales Director at ASG Worldwide my needs. As for hotels, it's IHG. Nature, a media packaging business. I love the variety of products, but I Based in: UK. particularly like the InterContinental Business trips per year: Well over and Crown Plaza brands. 100 in a typical year. Loyalty points – obsessive Estimated annual mileage: I'd have collector or not bothered? a guess at around 250,000 miles. Definitely a dedicated collector. Regular destinations: Warsaw, Favourite loyalty scheme: As above Berlin, Dusseldorf and the US – – British Airways and IHG. NO NEED mainly Los Angeles and New York. FOR BRONZE Most recent trip: Poland. BENEFITS Pack light or go prepared? STEPPING ONBOARD DESTINATIONS Next trip: Berlin first and then it's For Europe I pack light and for the over to New York. Flights: work, rest or play? Happy never to go back to: US I'm better prepared. Definitely some rest. I look forward Bydgoszcz in Poland. Never leave home without: to the chance to relax. And then I Send me back to: Rome. Passport, noise-cancelling normally watch some films or Top overseas landmark: The headphones, back-up charger for television – Netflix is an essential Colosseum in Rome. iPhone and iPad, and a good travel companion. selection of TV and films. Onboard connectivity – take it or CHILLING ROOM FOR IMPROVEMENT leave it? Take it. I love having wifi WITH NETFLIX TRAVEL POLICY onboard for keeping up to date on One thing that would improve social media, but I try not to look at business travel: There'd be no Stick to the travel policy or a bit of emails if I can help it. It's nice to have holidaymakers wherever I go. a maverick? Definitely a maverick. a break from work. Biggest business travel irritation: I'm always looking at ways to save Onboard habits: First and foremost, As much as I like British Airways, money or get myself an upgrade. an aisle seat is an absolute must for the lack of complimentary food and If you could change one thing me. I can't stand being blocked in by drink in economy on short-haul about your corporate other passengers. And preferably it's routes is disappointing. And also travel policy... a seat near the front or, even better, that they allow Bronze members It would be guaranteed LEFT TURN in business class! Once I've taken my too many of the perks that Silver ONLY! business class travel on seat I'll get a film on right away. members receive. on transatlantic flights.

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OnTheRoad.indd 80 27/09/2017 12:03 DEPARTURES

Meeting in Bath

WOW FACTOR QUIRKY VENUE ON A SHOESTRING

Roman Baths Longleat Bath Spa University Bath is a unique c/o Bath’s Historic Venues, Stall Street, Longleat, Warminster, Wiltshire, BA12 7NW Newton Park, Newton St Loe, Bath, BA2 destination brimming with Bath, BA1 1LZ 01985 844 328 / longleat.co.uk 9BN / 01225 875 572 / bathspa.ac.uk 01225 477 786 / bathvenues.co.uk history and designated a A leading UK attraction and one of Bath Spa University’s Newton Park Dating back nearly 2000 years, the the first locations outside of Africa Campus is located four miles from UNESCO World Heritage Roman Baths and Pump Room to open a drive-through Safari. the centre of bath. The Commons site. The area has strong provide a unique backdrop for a Longleat House offers flexible building has numerous flexible drinks reception amongst the conference packages to suit spaces for groups of up to 250 software, publishing and torch-lit and steaming waters of events of various types and sizes. people with smaller breakout service-oriented the Great Bath. The Georgian Lord Bath’s Banqueting Suite can spaces. Additionally there is a Pump Room can accommodate host up to 50 for dinners, and 150-seat amphitheatre space and industries, and is home to dinner for up to 200 guests and each of the estate’s diverse venues on-site accommodation is some big names within smaller events can be hosted on can host 10 to 500 people indoors available for attendees the Terrace overlooking the Baths. or over 5,000 for outdoor events. with all rooms en-suite. BACK TO these sectors They can be hired for the evening Day delegate rates are available Contact the venue for SCHOOL (from 7pm) from £1,194. from £63pp. bespoke rates.

SMALL BUT PERFECTLY FORMED WIRED UP OUT OF TOWN

Bath Brew House The Apex Hotel Bath Racecourse 14 James Street West, Bath, BA1 2BX James Street West, Bath, BA1 2DA Lansdown, Bath, BA1 9BU 01225 805 609 / thebathbrewhouse.com 01225 328 440 / apexhotels.co.uk 01225 424 609 / bath-racecourse.co.uk The Tank Room is equipped with This city centre hotel opened in From executive boxes to the full AV equipment, and wifi. August and is Bath’s largest hotel 500-capacity Paddock Pavilion, Homemade food from in terms of conference and events Bath Racecourse can cater to the smokehouse and BEST spaces. The largest single space small meetings and large events rotisserie are BREWS AND has capacity for up to 400 people and conferences. A brand new Getting there available alongside a FINE FOOD and is fitted with the latest three-storey Langridge Stand is Bath is located 90 minutes selection of signature technology including high-speed purpose built for up to 300 by train from London Paddington beers. The room wifi, TVs, audio and conference delegates with state of the art with Great Western Railways and provides private dining for up calling, and there's a dedicated equipment and private roof is accessible by road from the M4 to 24 and standing room for up to on-site events team. garden. Complimentary parking is and M5 motorways. It is 20 miles 50 attendees. Room hire from The lead-in DDR also available on-site and there is from Bristol Airport which is well 9am to 5pm on weekdays is priced is from £65 MAXIMUM a golf club nearby. DDRs start MEETINGS connected to numerous European from £50 plus VAT. including VAT. from £39 plus VAT. destinations with carriers including SPACE easyJet and Ryanair.

Further information Contact Visit Bath and Bath Venue Finder for advice on all aspects of organising a conference or event in the city. bathvenuefiner.com / visitbath.co.uk / @visitbath

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ad-template.indd 23 26/09/2017 17:26 DEPARTURES

On business in… Jeddah

Saudi Arabia’s second city is the country’s

commercial capital. VISIT THE Historically an ABDUL RAOUF KHALIL important port MUSEUM servicing the Middle East, it is now focused on developing capital investment in scientific and engineering areas

Al Khayal is heralded as one of the to negotiate a rate beforehand. There SLEEPING best Turkish restaurants in the city are also buses, but these can be There are numerous major and is reasonably priced. For crowded and uncomfortable. Car international hotel brands traditional fare with a modern twist hire is available, although driving represented in Jeddah including visit Maison De Zaid, a popular conditions can be dangerous. Crowne Plaza, Movenpick, Hilton and breakfast destination in the city. Women will finally be allowed to Holiday Inn. Popular business hotels drive in the country from June 2018. in the city include the Centro DRINKING Shahheen by Rotana and the MUST-SEE SIGHTS InterContinental Hotel Jeddah. Alcohol is illegal in Saudi Arabia so there are no bars or pubs. Visitors Al-Balad old town is one of the top should be aware that punishments sights in the city. Here, you’ll find EATING for consuming alcohol are ancient buildings and traditional Eating out is a big part of the city’s harsh. Eating out is the souqs and Jeddah’s famous HUBBLE culture and there are plenty of great primary option for nightlife, BUBBLE, BUT coral houses. The bustling Getting there restaurants to visit. Al Nakheel although several cafes BOOZE IS Souq al-Alawi is located in the Jeddah is served by King restaurant is a popular Middle serving coffee also serve TROUBLE! heart of the old town. Haggle Abdulaziz International Airport Eastern option styled like a tent with hookahs – the traditional with merchants and keep an (JED). There are two non-stop open sides to let in the sea breezes. Middle Eastern flavoured tobacco eye out for genuine Arabian finds. flights a day from London pipe – until late. Heathrow, one operated by British Airways and the other by Saudia. Several other airlines GETTING DOWNTOWN offer flights from the UK via their hubs, including Kuwait Airlines, King Abdulaziz International Airport Emirates, Turkish Airlines, (JED) is located about 19km from Egyptair, Pegasus Airlines Jeddah. The best way to reach the and Gulf Air. city is by taxi with fares from SR60- SR130 (around £12-£26), but it is best

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On BiZ_Jeddah.indd 83 28/09/2017 13:16 DEPARTURES

Focus on... Australia & NZ

Non-stop flights between For a country noted for its machismo once every four weeks, and is agreement between the two and most things male-orientated, donated to Elizabeth Morgan House, countries. Then, in July this year, on a the UK and Australia Australia can display a surprisingly Victoria’s main refuge for Aboriginal visit to Britain, he added that first he are edging closer, softer side to its nature. It comes in women’s services. would conclude a deal with the EU. the shape of a café in the Melbourne UK business visitors to Australia will Confusingly, he added: “As Britain but business trips inner suburb of Brunswick, which find such establishments few and far moves to completing its exit from the Down Under still require markets itself as an eatery “by between, and that pay equality is not EU, we stand ready to enter into a women, for women.” a major item on the agenda. Rather, free trade agreement with the UK as plenty of preparation. Handsome Her has three house their focus will be on the outcome of soon as Britain is able to do so. At Colin Ellson is your guide rules. These stipulate that women talks between British, Australian and the same time, we are looking have priority seating and men pay an New Zealand ministers to determine forward to the early conclusion of a to travelling to, and doing 18% surcharge to reflect “the gender the future terms of the UK doing free trade agreement with the EU.” business in, Australia and pay gap”. The third rule states business Down Under once it leaves There are barriers, and Australia “respect goes both ways.” the European Union. has a strong bargaining position. It New Zealand The café was pictured on social As with everything Brexit, has a strong economy, based on media worldwide, where its business discussions are not always what they structural reform and a long concept was hotly debated: was this seem. The Australian premier, commodity boom, and recently clever social responsibility or male Malcolm Turnbull, phoned Theresa turned towards the Pacific for trading discrimination? To be clear, the May after the vote to leave Europe to relations. The UK accounts for just surcharge is optional, only applies float the idea of a free trade 4% of Australia’s total trade.

PICTURED: Wellington, New Zealand

Australia & New Zealand Time zone: Auckland, Wellington GMT+12hrs; Sydney, Melbourne, GMT+10 hrs; Perth GMT+8hrs Currency: New Zealand dollar £1=NZD1.77; Australian dollar £1=AUD1.64 Dialling code: Australia 00 61; New Zealand 00 64 Visas: UK citizens need an Electronic Travel Authority to enter Australia. Apply online. UK visitors can enter New Zealand for up to six months without a visa.

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Focus on OZ NZ.indd 84 28/09/2017 11:09 DEPARTURES

Focus on... Australia & NZ

One potential focus to save the day on pastoral, forestry and horticulture some 22 hours to Australia and 23 could be the export of Australian activities, along with sizeable hours to its neighbour. agricultural products to the UK, a manufacturing and service sectors There are plenty of flights from the market lost when the UK joined the and growing high-tech capabilities. UK to Australia and New Zealand, all EU in the 1970s. The country is also developing its of which – for now – require a brief Fast forward 40 years and the tourism, film production and stop or change of aircraft. Department for International Trade, constructions industries. In this ‘For now’ anyway, because Qantas formerly UK Trade & Investment, is context, it also needs to attract is all set to introduce non-stop flights again looking at the potential Down designers and consulting engineers from London to Perth from March Under and has identified a raft of for rail and road projects. next year – the first regular opportunities for UK plc. Says UK Trade Secretary Liam Fox: passenger service direct from Europe These include the healthcare, public “New Zealand will be the first cab off to Australia. It is scheduled to transport, software, biotechnology, the rank when it comes to a new free operate 14 times a week using pharmaceuticals, accountancy, trade agreement (with the UK).” 236-passenger Boeing 787 security, liquid natural gas and Will you be a passenger or driver Dreamliner aircraft, with a journey mining sectors. when we can once again negotiate time of 17 hours. Across the Tasman Sea, New Down Under on the UK’s own terms? The next big leap is the prospect of Zealand is among the best- Exploiting the opportunities definitely non-stop flights between London and performing economies in the world. requires commitment. It’s a long Sydney, which Qantas is hoping to Its economy is export-driven, based flight to the Antipodean markets: introduce by 2022.

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Focus on OZ NZ.indd 85 28/09/2017 11:09 DEPARTURES Factfile: Australia & New Zealand

FLIGHTS

British Airways: flies from MELBOURNE WILL BOWL London Heathrow to both YOU OVER Sydney and Melbourne daily via Singapore.

Qantas: flies from London Heathrow to both Sydney and Melbourne daily via Dubai, but FIND will instead fly via Singapore SHANGRI-LA from next March. At the same IN SYDNEY time, it will introduce non-stop flights from London to Perth.

Emirates: has departures from SLEEPING several UK cities to its Dubai hub, with connections available to Both Australia and New Zealand Perth, Adelaide, Melbourne, are enjoying a hotel building Sydney, Brisbane and Auckland. boom and record occupancy levels. Australia, for example, Qatar Airways: has departures has 120 projects in the pipeline, from several UK cities to its Doha which will increase the hub, with connections available accommodation stock by up to to Perth, Sydney, Melbourne, 30% by 2021. Meanwhile, Adelaide and Auckland. New Zealand is enjoying Etihad Airways: flies from high demand, and reported several UK cities to Abu Dhabi, record-breaking occupancy levels with connections to Melbourne, of 90% at the end of the first Perth, Sydney and Brisbane. quarter of 2017.

Singapore Airlines: flies from Australia Heathrow to Singapore twice All the major international hotel AFTER HOURS SYDNEY: Sydney Harbour Bridge, daily and from Manchester to groups are represented in AUCKLAND: Viaduct Basin and Sydney Opera House, Sydney Singapore fives times a week. Australia and operate properties Wynyard Quarter, Voyager NZ and Bondi Beach Tour, The Rocks From Singapore it flies to in all the major cities. These Maritime Museum, Sail NZ Discovery Museum, Art Gallery of Adelaide, Brisbane, Canberra, include the likes of Accor, America’s Cup yacht sailing, New South Wales, Circular Quay. Melbourne, Perth and Sydney in Best Western, Choice, Crowne Auckland War Memorial PERTH: Penguin Island, Australia, and Auckland, Plaza, Four Seasons, Hilton, Museum, Shopping on Main and Caversham Wildlife Park, King’s Christchurch and Wellington in Holiday Inn, Hyatt International Queen Streets. Park, Perth Zoo, Fremantle New Zealand. and Marriott, plus local big WELLINGTON: Museum of NZ, Prison Tour. players such as Rydges and Mount Victoria Lookout, MELBOURNE: Great Ocean Road, Air New Zealand: flies daily Mantra. Highly rated in Sydney Wellington Cable Car, Botanic Royal Botanic Gardens, Yarra from Heathrow to Auckland via are familiar brands such as the Gardens, sightseeing tour. River, Queen Victoria Market, Los Angeles. Sydney Harbour Marriott, BRISBANE: Australia Zoo, Koala National Gallery of Victoria, Shangri-La and Radisson Blu. Sanctuary, Queensland St Paul’s Cathedral, Cathay Pacific: flies from In Perth a major name is the Gallery of Modern Melbourne Cricket Heathrow, Gatwick and upmarket Pan Pacific, and in BOOM TIME Manchester to Hong Kong, Art, Anzac Square. Ground Tour. Melbourne, the notable names FOR HOTELS MAKE with onward flights to Adelaide, making their mark include DOWN UNDER TRACKS IN Brisbane, Melbourne, Perth Double Tree by Hilton, The WELLINGTON and Sydney, Auckland and Langham and Rydges. Christchurch. New Zealand As in Australia, most of the international hotel groups have properties in New Zealand. In Auckland, the country's primary city, Accor is represented by 20 hotels. Among the major groups in Wellington, the country’s capital city, are Rydges, Copthorne, Travelodge, Comfort and Novotel.

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Focus on OZ NZ.indd 86 28/09/2017 11:10 EVENT REVIEW

TBTM Dinner Club Dinner at The Dorchester

A taste of things to come

▼ Senior personnel from across the The Business Travel Magazine Dinner Club business travel industry joined TBTM for its latest Dinner Club event at The Dorchester hotel, London, in September, where guest speaker Joanna Kolatsis, Head of Aviation and Travel for international law firm Hill Dickinson, advised attendees on duty of care

Guest speaker Joanna Kolatsis shared a wealth of information on duty of care ▲ 27.09.2017

Pre-dinner drinks in good company

With thanks to our generous event sponsors

For details of the next Dinner Club contact [email protected]

Guests had the chance to Travega network and meet contacts Travel Marketing Solutions Worldwide both old and new The Business Travel Magazine in partnership with Travega

THEBUSINESSTRAVELMAG.COM 87 DEPARTURES Reality check

HOTEL: FOUR SEASONS AT TEN TRINITY SQUARE, LONDON

THE HOTEL The highly anticipated and intricate green and gold mosaic Four Seasons at Ten Trinity Square tiling. Room features also included a opened earlier this year in the grade wall-mounted TV, coffee machine, II-listed former headquarters of the minibar, safe, tablet (for various room Port of London Authority, opened in and hotel-related functions), electric 1922. The 100-room hotel is adjacent to blind and curtains (the room looked into the Tower of London and Tower Hill the hotel's central atrium), a small Underground station, and joins its sister selection of books about London and Park Lane property in the capital. enough lighting options to make it a THE CHECK-IN I downloaded the Four challenge achieving complete darkness. Seasons app a couple of days before my THE FACILITIES There are two highly- visit and used it to check-in, but this rated, attractive restaurants: La Dame de didn't seem to expedite the process on Pic for French cuisine and Mei Ume for arrival at the hotel. I'd earlier received a Asian. The highlight of the meetings and push notification informing me my room events facilities are the beautifully was ready. The small reception area and restored wood-panelled UN Ballroom excellent facilities and services. Of large adjacent Rotunda bar and lounge and the circular Merchants Hall. There's course, it has the price tag to match and area are elegant and airy. also an appealing pool, spa and that is further inflated by its enviable THE ROOM I stayed in a spacious surprisingly large gym. The app also location in the City of London. My only and well-equipped Executive room with proved useful. While I was out that A TYPICALLY regret is I was unable to sample neither stylish yet relatively subdued decor and evening I used it to request an iron, FABULOUS FOUR of the hotel's revered restaurants. furnishings. There was ample room for a ironing board and a mobile phone SEASONS HOTEL THE DETAILS Four Seasons at sofabed, coffee table and desk, while charger, which had all been delivered to Ten Trinity Square, London EC3N 4AJ. wardrobes were set either side of the my room by the time I returned. Rooms start from £630 per night. entrance to a lavish marble bathroom. THE VERDICT This is a typically fourseasons.com This had a huge bath, walk-in shower fabulous Four Seasons hotel with Andy Hoskins

HOTEL: THE PRINCIPAL EDINBURGH, CHARLOTTE SQUARE

THE HOTEL Formerly known as the and the bathroom included signature Roxburghe Hotel, this is a five-storey toiletries designed in collaboration with property offering 199 rooms and The Perfumer’s Story and a rainfall suites, now under the management shower. Principal’s signature Tuck Box of Principal Hotels. It has recently was a nice treat. undergone a multimillion-pound THE FACILITIES The hotel has six refurbishment, with all the rooms and meeting rooms offering space for suites having been given a smart between 12 and 350 delegates, which is overhaul inspired by the golden age of part of Principal's new Smart Space travel. The newly rebranded property product. The largest of the rooms is the consists of seven inter-connecting Gallery and all the rooms are kitted out Georgian townhouses in the heart of with audio visual equipment. Centrally the New Town area of Edinburgh, a located on the ground floor is The UNESCO world heritage site. Garden where guests can enjoy THE CHECK-IN Friendly check-in staff breakfast and, later, an all-day menu of greeted me, we went through the salads, sandwiches and so forth. The you walk into reception. It was definitely registration process and I was then corner shop in the lobby is open 24 a home-from-home and the staff were shown to my room. My bags were hours a day and there is also a full very attentive. There are a number of delivered almost immediately. room service menu available. A new smart stylish touches throughout the THE ROOM I stayed in a Superior open kitchen restaurant called BABA is MODERN CHIC hotel, helping create a distinctive guestroom which was very tastefully due to open in November, serving WITH ADDED Scottish air to the property. decorated, the tartan touches and Scottish lamb, beef and seafood. SCOTTISH CHARM THE DETAILS 38 Charlotte Square, pictures on the wall immediately There’s free, superfast wifi with Edinburgh,EH2 4HQ. Rooms are reminding me I was in Scotland. The available throughout the hotel. available from £169 per night including spacious room had a double bed, a THE VERDICT The hotel's extensive VAT. phcompany.com coffee table and a couple of armchairs; refurbishment is evident the minute David Clare

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Reality Checks.indd 88 28/09/2017 17:09 DEPARTURES

TRAIN: VIRGIN TRAINS EAST COAST

THE BACKGROUND Virgin is trying hard THE JOURNEY The train quickly to win passengers from airlines on Anglo- reached its 125mph top speed but the Scottish routes, offering trains every 30 ride was lively at times, making it difficult minutes on the London-Newcastle- to type on my laptop. Arrival in Edinburgh Edinburgh route with a journey time of was a few minutes late but still under around four-and-a-half hours. I travelled four-and-a-half hours from London. on the 0900 departure from King’s Cross. THE VERDICT The big plus points PRE-DEPARTURE The first-class comparing rail with air travel are the lounge at King’s Cross offers coffee and unbroken journey from city centre to city wifi, and the one-off pre-registration centre, the ability to work comfortably process is quick and simple. and use wifi throughout, and the THE FACILITIES Most of the first class availability of a good meal service on seats were reserved, with roomy leather longer routes. On all three points the seats in 2+1 configuration at tables and train delivered, and when journey times power points by windows. Email onboard come down to four hours on London- the train worked well but loading Edinburgh in 2018 with the introduction websites was rather slow, and this is likely of new 'Azuma' trains then rail – usually Typical fares are from £68 one-way in to be the case especially at busy times. marginally slower than flying on centre- standard class and £142 in first class Catering is a plus point with hot and cold to-centre journeys – will win over many (Advance), or from £138 return in standard food and drinks included for first class more business travellers. But wifi speeds CATERING IS A PLUS and £221.50 in first. ‘Walk-up’ Anytime passengers. After tea on departure, I was need to be improved. And don't expect POINT, WITH HOT AND one-way fares are £151.50 in standard tucking into a full English breakfast 40 lots of working space, even in first class, COLD OPTIONS and £237.50 in first. Lower fares may be minutes later. By the time we reached during busy times. available on Virgin’s Euston-Edinburgh York lunch was being served, with dishes THE DETAILS Trains operate every half route, but this takes about one hour including Moroccan lamb couscous or hour for much of the day, but fares vary longer. virgintrainseastcoast.com gourmet sausage roll. widely depending on when you book. Dave Richardson

HOTEL: HYATT PLACE LONDON HEATHROW AIRPORT

THE HOTEL Hyatt Place London high-speed wifi was available in the room, Heathrow Airport lives up to its name which was sufficient for email and and is conveniently located just to the streaming content to personal devices. airport's northern edge. A Hotel Hoppa The roomy bathroom had a bath and bus service offers transfers to all five shower, two sinks and the usual toiletries terminals, and there is also on-site were provided. parking (£12 for 24 hours). The hotel, THE FACILITIES The hotel reception which was rebranded last December, is opens on to the bar area, which serves perfectly located for overnight stays coffee, juices, beer, wine and cocktails. before early departures. The Gallery Cafe offers a full breakfast THE CHECK-IN I arrived at the hotel buffet and dinner. There is additionally in the evening directly from central a 24/7 Gallery Market serving snacks, London via the Underground and the sandwiches and drinks. Room service is local free hotel bus service. The bright available from The Gallery and the food is and open-plan reception area was clean excellent. Free wifi and remote printing is bonus for business travellers, and and welcoming. Staff were helpful and available throughout the entire property there are excellent public transport provided hotel information in a concise and public computers are also available connections to and from the property. manner. Check-in was quick and I was for use round the clock. There are eight The staff were friendly and highly offered a wake-up call. flexible meeting spaces available for small knowledgable, ensuring a friendly and THE ROOM I stayed in a View to medium-sized events. Additional A WELCOME REST comfortable stay. Room with a king-size bed and views of facilities and services include a 24-hour THE NIGHT BEFORE THE DETAILS Hyatt Place London the airport runway. The room was of a gym and an odds and ends menu of A FLIGHT Heathrow Airport, The Grove, Bath Road, higher standard than I had expected, and items for guests to buy, borrow or use for West Drayton, UB7 0DG. Nightly rates are was comfortable with plenty of space to free in some cases. available from £90. londonheathrow relax. The main bedroom had a large HD THE VERDICT The hotel's close airport.place.hyatt.com TV, desk, seating and a wardrobe. Free proximity to Heathrow is a definite Benjamin Coren

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Reality Checks.indd 89 28/09/2017 17:09 DEPARTURES The final word

THE TOP 10… Kids? They're alright... PRICIEST PINTS Research looking into how ritish business much drinks cost around the travellers miss their world conducted by Honest B bed more than their Coffees has produced an children when on the road. enlightening rundown of the Findings from the fourth most expensive places to buy Business Travel and Technology a beer around the world... Survey, carried out by Egencia, revealed 42% of business 1 Dubai - £8.78 travellers long for a familiar 2 Hong Kong - £6.31 mattress and pillow – that's 3 Paris - £6.14 4 New York - £6.09 more than miss their kids (33%). 5 Singap ore - £6.02 Topping the most-missed list 6 Chicago - £5.22 was, unsurprisingly, their 7 Melbourne - £5.11 spouses (55%). 8 London - £4.99 With family and sleep high up 9 Tokyo - £4.71 the scale, it is little wonder that 10 Sydney & Los Angeles - £4.70 companies choose to offer time off as compensation over other travel-related perks. with travel management upgrade over their little ones. Weirdly though, it appears providers continually looking for The figures seem high, but some travellers are starting to ways to make travellers' lives global travellers prize non-stop be swayed by all the little treats easier and more productive, we flights (33%), class upgrades and extras they enjoy along the may soon see a day when (33%) and in-flight wifi (33%) way. Services such as in-flight business travellers miss more than extra time off (32%) wifi and non-stop flights have something like connectivity or when it comes to improving life become more valuable – and the chance for a flight class in the fast lane.

Marmite is the top branded food item Terminal velocity confiscated from hand luggage, according ver felt trapped in an airport? Chinese online star Ryan to security officials at London City Zhu will be enduring that experience for 30 days from Airport. Lots of travellers seem to stuff E October 10 as he moves into a cabin at Helsinki Airport. Just like Tom Hanks in The Terminal, he will be trying to make a it in their bags, but with jars bigger than home in a place visited by thousands of people every day, with his experience broadcast on social the permissible 100ml it is the airport's media around the clock. most intercepted It is part of the #LIFEINHEL marketing campaign by Finnish item. In response, airport operator Finavia to try London City and and prove Helsinki Aiport is the best airport in the world. Marmite teamed up Zhu will go through daily to swap prohibited challenges and get familiar with the Finnish way of life in a jars for travel-sized project that mixes reality TV, 70g miniatures – game show and social media. If you're feeling creepy, watch with the prospect of him here: ifeinhel.tv and similar swap stations follow the campaign using #LIFEINHEL. nationally in future.

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FINALword.indd 90 28/09/2017 09:34 business stays

sterminshotel www.sterminshotel.co.uk /StErminsHotel

@sterminshotel St. Ermin’s Hotel, 2 Caxton Street, London SW1H OQW

Untitled-9 1 7/20/17 04:06 PM Your journey starts with us...

At Applehouse, we don’t just offer outstanding business travel services. We provide peace of mind. With our highly trained and experienced team, every trip is in the best hands. We negotiate low fares and offer a secure, personalized service – one that’s won our business remarkable client loyalty.

Our success is based on dedication, expert knowledge and the support of the industry-leading Southall Group. With one of the UK’s largest travel companies behind us, we can do what others can’t. In short, we’ve got the technology and supplier relationships to meet all your travel needs. See for yourself – call our skilled consultants today.

0207 355 8509 | [email protected] | www.applehousetravel.co.uk

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