Channelling the Right Travel Content Sometimes the Best Influencer Is a City

ISSUE 3 UpgradeFCM TRAVEL SOLUTIONS MEA Elevating business travel intelligence

Channelling the right travel content Sometimes the best influencer is a city. #LifeChangingPlaces

ffadvert Welcome Issue 3

he phrase ‘content technology in place to enable us to service all this content via one platform. However, we have made great progress is king’, coined on our NDC roadmap since Nicola Ping joined us from Sometimes the best Tby Bill Gates over British Airways earlier this year as Manager of Air Content 20 years ago, couldn’t & Distribution. I’m sure you will enjoy our interview with be more appropriate Nicola on page 18. FCM can also give our clients access to influencer is a city. an unrivalled range of content via our virtual gateway. Read in today’s dynamic more about the FCM Marketplace in FCM News on page 16.

world of business travel Wellbeing is a hot topic in the industry today and high on #LifeChangingPlaces management. corporate agendas and so we have included a feature on how travel policy can help avoid traveller stress (page 10), Corporates tell us they want the richest choice of travel as well as ways in which you can incorporate CSR activities content and price parity through one source, as this into an event for your staff or delegates (page 26). correlates directly to traveller satisfaction, compliance, cost savings and duty of care. But NDC, private channels I hope you enjoy reading this issue of Upgrade and as and new entrants are disrupting the distribution always we welcome your feedback. landscape. Our lead feature in this issue of Upgrade (page 4) examines ways in which corporates can access the right content and address the challenges of managing their travel programme amidst this disruption. Ciarán Kelly Content is also king for us as a TMC, and one challenge we Managing Director, Middle East & Africa Network face is that the GDS providers, and airlines, don’t yet have the FCM Travel Solutions

Contents 13 EDITORIAL Nairobi COMMISSIONING EDITOR Nairobi is Betty Low Kenya’s largest CONTRIBUTORS city, its capital Catherine Chetwynd, and a business Mark Frary hub for East and Central Africa – FCM EDITORIAL ADVISER here are FCM’s Vanessa Aves tips for visiting ADVERTISING the city ADVERTISING SALES Sue Robinson 4 Get with the programme Procuring travel content DESIGN in today’s dynamic PRODUCTION & MANAGEMENT distribution landscape 16 FCM News WonDesigns, Caren Johnstone LEAD DESIGNER & ILLUSTRATOR André Albuquerque 21 First world hotels find secondary cities JUNIOR DESIGNER 8 Livin’ the dream Teresia Magnusson How do we sharpen the Top hotel chains head outside the blurred lines around capital to meet growing demands PUBLISHING ‘bleisure’? MANAGER Rebecca Talbot ©FCMUPGRADE 2019 Images sourced from suppliers, FCM Travel Solutions, and stock photography

New business enquiries [email protected] 10 26 A socially responsible turn of events Editorial and advertising Frictionless travel Building CSR into your next enquiries Safety and efficiency top traveller priorities corporate event [email protected]

FCMUPGRADE.COM 03 TRAVEL MANAGERSPROGRAMMES Get with the programme

The changing distribution landscape makes managing travel procurement far more complex and challenging for corporates these days… 81% of travel managers have a mandate in place requiring staff to book travel through company tools and platforms but 5% of those admitted adoption is currently lower than 10%.

ACTE (Association of Corporate Travel Executives) report, ‘Booking Tools and Technologies: One Size Does Not Fit All’. June 2019

oday’s corporates want rich THE IMPACT OF ONLINE TRAVEL content through one source, AGENCIES as it correlates directly with In particular, online travel agencies effective business travel (OTAs) have had a major impact on management. It delivers the marketplace, luring travellers away T from in-policy booking channels and personalisation, traveller satisfaction, friction-less travel, compliance and it’s easy to see why. Since their market therefore ultimately, cost savings from entry some 20 years ago, they’ve preferred suppliers. If travellers also offered more convenience, selection, comply with the in-policy booking fewer touch points and better prices channel then the corporate benefits – on the face of it, at least. However, from detailed traveller tracking satisfies OTAs are not authorised booking duty of care and can influence future channels and cause significant leakage, supplier negotiations. loss of savings and concerns over traveller safety. An OTA hotel rate is not Happy travellers are generally comparable to a TMC negotiated rate compliant travellers, so delivering for example, as the latter often includes that rich content is vital; but it's an array of corporate-friendly benefits challenging in today’s dynamic such as a room guarantee, room distribution landscape. Some suppliers, upgrade, F&B vouchers and maybe for example, do not offer price or even loyalty scheme points. A TMC rate content parity across multiple booking is also more likely to be refundable, channels, while disruptors tempt which an OTA rate is usually not. travellers away from the in-policy booking channel, sometimes because Some 39% of travel managers surveyed in-policy content isn’t available. by ACTE said travellers think they can

04 Issue 3 booking channels they must do the safe. While TMCs strive to offer full right deals with the right suppliers. Is content, there is a strong argument there a mix of boutique hotels alongside that curated content will sit better with corporate hotels? Does the programme today’s traveller than unlimited access to include apartments for re-locating staff multiple suppliers, as personalisation is or staff on long-term contracts? what travellers want. “A lot more customers want a more What’s key is not to strike deals with varied approach to their hotel everybody but just those that will be programmes. Gone are the days of effective. The deal might make perfect just negotiated rates. They need more commercial sense, particularly if an flexibility outside the key chains,” says airline has offered vastly reduced fares Rachael Deede, FCM’s Director Product and no targets, but if travellers are not & Marketing for Asia. going to use that airline then the deal It’s a conundrum for the corporate will be ineffective. who wants all content in one place. A THE NEED TO CREATE THE LEISURE report from ACTE (Booking Tools and BOOKING EXPERIENCE Technologies: One Size Does Not Fit The next hurdle is replicating the leisure All) this summer summed up that 80% booking experience. Apps can offer of travel managers said consolidating all updates on gate changes, flight delays channels into one platform is important. and the like, helping business travellers TMCs can aggregate these multiple run their work lives just as seamlessly as booking channels via third-party APIs their personal lives. The key is to reduce Gone are the days regardless of source or user to deliver the trip friction and enable self-service “ widest range of omni-channel content. For across multiple devices. it to work seamlessly, booking technology of just negotiated has to be open source and connectable The crucial piece of technology in the with other technologies to aggregate booking process is the online booking hotel rates. new disruptors. tool, which usually accounts for the bulk of bookings. “The booking experience Worryingly, some four out of five (80%) Corporates need needs to be highly flexible and should travel managers surveyed by GBTA/ look and feel like it does when they book SAP Concur do not use technology to more flexibility personal travel,” said Fitzgerald Draper, capture bookings made outside of director of research at ACTE. outside the their programme. Travel manager respondents in the key chains” THE RAMIFICATIONS OF BOOKING GBTA/SAP Concur report revealed OUTSIDE IN-POLICY CHANNELS they are “excited about different FCM’s Scott Reddie, Global Director booking innovations, of Account such as a more Management, consumer-friendly says: “Booking get a better deal and save money booking experience, outside of outside of their programme. Yet 56% personalised booking corporate of travel managers are apprehensive and live online chat.” about employees booking outside channels Booking outside of takes away “ Confirming a booking of policy, and 55% recognise that with a minimum the company may be missing out on one of the key corporate channels number of strokes opportunities to save money. things driving management of takes away one of the is key. Visual guilt Moreover, less than half of spend – visibility. can also be used respondents in a GBTA/SAP Concur We flirted with key things driving to advantage, with survey say they do not capture open booking timed messages traveller data if they book outside and trying to management of spend appearing on the of corporate channels. “This lack of loop back into screen at key stages visibility has critical implications for cost tracking – visibility” of the booking both travel spend and duty of care,” via expense process as reminders says the report. systems, but to do the right thing. Data capture of all bookings is key that left too big Moreover, the OBT can show hotels and - and the good news is that today’s of a support gap when things don’t go airlines that are in policy, by using rate booking tools aggregate OTA content according to plan. Who likes sitting on caps for example. so travellers can benchmark with an hold for hours to get through to a low- According to ACTE, 90% of OTA rate. cost airline?” those surveyed agreed that DOING THE RIGHT DEALS TO Business travel management has optimising their online booking tool IMPROVE COMPLIANCE become more complex, and the role of platform for company policy and If corporates wish to keep their the travel management company vital to preferred options was moderately or travellers away from non-compliant simplify, add value and keep travellers extremely important.

FCMUPGRADE.COM 05 TRAVEL PROGRAMMES

THE RIGHT TYPE OF TRAVEL retention and traveller wellbeing. lucrative ancillaries. According to the POLICY IS KEY Nonetheless, a travel policy must detail annual IdealWorksCompany report, the top 10 airlines generated US$35.2billion The travel policy can also help in this preferred suppliers, booking horizons, from ancillary revenue in 2018. Airlines regard, by being written in favour rate caps for cities and the like, and be want to unbundle fares and package of the traveller/user experience policed so that exception reports, for them up in different ways, by adding a rather than applying mandation. example, are acted upon. seat, a bag, a meal, or departure The fact that almost two out of five The skills required to manage a lounge access. hotel bookings are made outside of business travel programme today are corporate channels, whether a travel far more diverse, and the role of the NDC will force a review of travel policy programme is managed by a strictly travel manager has evolved to meet as corporates will have to detail which mandated policy or more flexible policy these new challenges. Compared to five ancillaries are in policy. Will they allow guidelines, means that something years ago, the average travel manager travellers to book wi-fi, a meal or a must change. now spends far more time on a variety different seat, for example, in this new world of unbundled airfares? Today, a travel policy is a tool being of different functions, namely data/ used increasingly to improve staff analysis reporting (66%), evaluating TMCs recognise the merchandising or implementing benefits NDC can bring as it will allow new technology them to tailor airline products to each (66%) and specific client, negotiating value adds traveller safety/ and delivering a better and more duty of care personalised overall experience. (60%) according Once NDC reaches an acceptable to the GBTA/ scale IATA has phase two of NDC SAP Concur to unveil: ONEOrder, a far bigger report, ‘Lost change than NDC. ONEOrder will in translation: consolidate different elements into a Changing more manageable single entity – and Landscape, one customer number - and ultimately 80% Familiar hotels and car rental bookings could Four out of five (80%) travel Challenges’. come under its wing. This will make managers do not use technology A DOUBLE problem-solving for agents and to capture bookings made WHAMMY FOR passengers much easier. The PNR will outside of their programme. CORPORATES - be eradicated in the long term. AI AND NDC It’s an exciting, ever-changing world GBTA/SAP Concur report, ‘Lost in translation: Change is for today’s travel manager, as long as Changing Landscape, Familiar Challenges. August 2018. definitely the new they are proactive and use continuous norm. Artificial sourcing as the new business model. As intelligence is the the adage goes, snooze and you lose.  next big leap into the unknown, so corporates must grasp the opportunities 39% change brings with both hands of travel managers surveyed said to simplify travellers think they can get a better the increasing complexity and deal and save money elsewhere. ameliorate any knock-on cost. The spectre of New Distribution Get ready to experience Capability (NDC) 55% 56% is already adding a further layer the height of comfort believe the company of travel managers of complexity. may be missing out are apprehensive This XML-based data transmission Boasting the largest rooms along Jumeirah Beach Residence, each with its own on opportunities about employees standard balcony facing the Arabian Gulf and featuring award-winning dining concepts, to save money. booking outside developed by Amwaj Rotana Hotel offers an idyllic retreat on the shores of the Arabian Gulf. of policy. IATA allows airlines to not only Read the full report online: distribute content in real-time but https://www.fcmtravel.com/en-ae/ ACTE (Association of Corporate Travel Executives) report, ‘Booking more of it, with an resources/white-papers/business- Tools and Technologies: One Size Does Not Fit All’. June 2019 emphasis on their travel-procurement

06 Issue 3 ffadvert

Get ready to experience the height of comfort

Boasting the largest rooms along Jumeirah Beach Residence, each with its own balcony facing the Arabian Gulf and featuring award-winning dining concepts, Amwaj Rotana Hotel offers an idyllic retreat on the shores of the Arabian Gulf. TRAVEL MANAGERS Livin’ the dream Seeing lots of places without having to Bleisure pay the fare? Sounds great for travellers, but how about the travel manager . . .

56% of business travellers extended 40% of bleisure travellers reported that their business trips into personal or leisure they encountered issues during these added time in the past year leisure days and that their company helped resolve the problems

31% of business travellers expect their organisation to be responsible for traveller THE TRAVEL MANAGER safety on added leisure days Jo Lloyd, a partner at Nina & Pinta, said: “A business trip with bleisure needs to Copyright © 2018, all rights reserved. Travellers need to be “ be managed within travel policy. For here’s no question that the clear on what is and me the key point is not what is the right long overdue recognition of or wrong policy to follow. The key thing the importance of traveller isn’t covered” is clarity. Travellers need to be clear on welfare has been a good what is and isn’t covered.” move for both travellers and T THE ORGANISATION Clarity suggests that a travel policy companies – after all, happy travellers are more productive and their trips As with everything with work in review might be needed - and that tend to produce better outcomes. general, and travel management in means identifying the relevant internal particular, so much comes down to stakeholders. This will vary from Today’s demanding work schedules company culture. Some companies organisation to organisation; mean that more and more business actually have strict policies preventing someone might own travel but travellers want to reduce stress and an extension to a business stay, but others might own risk and people. improve their life-work balance by most are more relaxed. HR and insurance should certainly be adding a leisure stay to a business trip. represented, but sometimes the person This trend, which has been According to consultant Jo Lloyd, responsible for insurance is actually in christened ‘bleisure’, sounds like a win- “There’s not one way to do this. The the finance team. win, doesn’t it? Employees gets cost- whole approach has to be a reflection effective breaks, employers get happier of the organisation you’re in.” However, Once the travel manager has identified and more productive employees. But there will be some universal specifics the stakeholders, they need to get them like all good ideas, it also needs a plan. that need addressing. together to agree a ‘bleisure’ policy.

08 Issue 3 THE POLICY and productivity might be near to the The suppliers respond Every organisation will do it differently destination while for leisure travel a but there are some common issues to buzzier part of the city where the bars Hilton’s new Signia brand has what consider when creating the bleisure and restaurants predominate might be every bleisure traveller might want guidelines within a travel policy: preferable. If a traveller moves to different from their business or conference accommodation after the business trip, hotel. Features include design-led 1. Process there will automatically be clarity around public spaces such as the lobbies It is essential to work out a the payment and data elements. which can double as a “social Bleisure methodology for defining how the However, there are business destinations destination”, “destination bar” and line between business travel time and (think Milan, Barcelona, Edinburgh) where “signature restaurant”. The rooms are leisure time is determined. Consider travellers might want to extend their stay high-tech, not only in having digital key whether this should be incorporated in the same property. If so, will the hotel access and temperature control, but into the request to travel. let them keep the room at the corporate sleek connectivity including personal 2. Insurance rate? That corporate rate, however, might device streaming. be higher than the weekend rate as many Corporate insurance The brand was launched this year in hotels in business districts offer low rates policies differ and Orlando, Indianapolis and Atlanta, with at the weekend to fill the rooms that are whether or not the more expansion planned. The brand in less demand at these times. traveller is covered has clearly been developed with the when the business What happens about cost, payment and meeting business in mind – element of the trip ends will data? Does the traveller settle the bill on all will have a minimum of 500 rooms come down to individual their individual corporate card on Friday, and premium meeting space – but policies. Travellers need then start a new bill to be cleared with there are also wellness facilities. to be made aware not their personal card on Sunday? If it is one 56% of business travellers extended 40% of bleisure travellers reported that The objective is surely also to only of whether they are bill and the traveller pays on one card, their business trips into personal or leisure they encountered issues during these added tempt that business traveller/conference time in the past year leisure days and that their company helped covered on the leisure with the aim of being reimbursed only delegate into extending their stay. resolve the problems segment but for what – for the business element, what happens people in sober business about collecting the right data? suits on Friday have The process the company expects the been known to abseil and traveller to follow must be made explicit. parachute or Saturday. Are the company any more than a trip all activities covered or does 5. Cost without,” says Jo. However, rules need the employee need their own Responsibility for the division of the to be agreed by stakeholders and personal travel insurance? costs needs to be spelled out so that incorporated into travel policy. 3. Duty of care and risk both employer and employee are clear THE COMMUNICATION management as to what expenses are reimbursable and which are not. For example, is the The key to success, explains Jo Lloyd, Travel disruption can happen at any return to the airport for the flight home is clarity and making sure people time, anywhere. If an incident happens covered by the business (they would understand what’s expected of them. during the leisure segment of the trip, have had to pay anyway) or does it Organisations must let their travellers has their location been tracked to become the responsibility of the traveller know what their stance is and what the ensure they are safe? once the trip becomes a leisure break? employer expects of the traveller and 31% of business travellers expect their 4. Forms of payment and data organisation to be responsible for traveller “The general rule of thumb is that what the traveller can expect from safety on added leisure days The best hotel for total business costs a trip with bleisure shouldn’t cost the employer. 

31% of business travellers 56% of business 40% of bleisure travellers expect their organisation to be travellers extended their reported that they encountered responsible for traveller safety business trips into personal or issues during these added leisure on added leisure days leisure time in the past year days and that their company helped resolve the problems

FCMUPGRADE.COM 09 TRAVELLERS Under pressure

Do your travellers know if they’re coming or going?

he GBTA’s 'Frictionless passenger ratio, on long-haul flights How well equipped and comfortable a Travel' report has a will be more stressful than flying hotel room is may be an obvious stress subheading worth reading: in premium. factor, but many forget that business “For companies around the travel accommodation which is 2. Transfers world, enhancing the travel located near the ultimate trip/meeting T Airport transfers have costs beyond experience for employees instead destination reduces not only total trip of cutting corners on cost promotes the fare. In some frequently visited cost, but the time spent travelling and workplace satisfaction, organisational business cities – London, Stockholm, therefore stress for the traveller. Amsterdam, to name a few – there loyalty and operational efficiencies.” 4. Individual travel profiles are accessible, efficient and frequent In other words, if you reduce travel rail services to link an airport with the As well as reviewing overall travel stress you not only improve employee centre of a business destination. But programme content choices, managers welfare, but you increase the corporate travellers arriving late at night at a need to monitor the business travel travel programme’s ROI. destination with an unfamiliar language profiles and special needs of their individual executives. A no-brainer really. and without that kind of service can Accepting that this is a good idea is find this aspect quite daunting. The volume and profile of trips can vary not the same as implementation. That Pre-arranged airport transfers can hugely among travellers. It’s one-thing requires identifying, measuring and reduce stress. to be in an unpleasant hotel for one night; it’s quite another if that is the analysing the problem and then coming 3. Hotels up with a strategy for a solution. case for 90 nights a year. Stress levels The study found that hotels were are affected by the total number of WHAT CAUSES TRAVELLERS the most significant factor affecting trips or miles travelled and time away STRESS? travellers’ experience. from home. The report surveyed travellers from different regions and found that in EMEA the two most difficult aspects of Safety and efficiency are travellers’ top priorities business travel are time spent in transit (cited by 62%) and layovers (47%). These factors are also implicit in the specific points which FCM addresses with its Stress Watch Reports. FCM knows travel can be stressful in several ways: 1. Flights All flights are not created equal. Direct flights will cause less stress than those 54% 40% with changes. Domestic trips are less 62% stressful than international travel for CONVENIENT, NON-STOP BOOKING reasons of length and simplicity (no COMFORTABLE HOTELS FLIGHTS FLEXIBILITY need to remember foreign currency, passport, etc). And flying in economy class, with its narrower seats, smaller seat pitch and higher cabin crew to

Source: GBTA, Creating a Frictionless Travel Experience, 2017 10 Issue 3 HOW TO ADDRESS 2. Travel department European travellers’ experience 1. Travel policy processes would be enhanced by these The GBTA begins its report with Technology can improve technological amenities: almost a trite observation: “While travel the traveller experience. programmes that rely on cost-saving The pre-trip approval, tactics (like negotiated air, hotel, car and booking and rail rates) can deliver significant ROI, the expense-reporting, 49% 28% benefits of a traveller-centric programme reimbursement and that boosts employee wellbeing and traveller support job satisfaction can often outweigh the processes can all affect Automated travel Customised savings of a cost-centric programme.” traveller stress as destinations info traveller profiles Once the sources of travel stress overall much as the journeys are identified, the travel manager themselves. can assess the financial cost of any Is the booking tool adjustment in policy – for example, by user friendly? Does the 37% 28% reducing the threshold at which travellers traveller have to do full are eligible to travel in a premium cabin research every time to Itinerary Mobile expense from 10 hours to 8 – against the benefit. find suitable options apps reports If a corporate does not have access to an or does the system automatic reporting system such as FCM’s, automatically recognise its internal stakeholders should agree repeat journeys and which factors to measure and a scoring suggests a repeat flight/ system to assess the cost – to both the hotel/car rental? 35% 18% traveller and the company – against the A pre-trip approval possible benefit of any amendment. process which results Mobile payment Travel policy In addition to class of travel, some in requests lingering capabilities live chat examples to consider might be rail versus in an inbox for days air and whether the method of choosing a before travellers receive hotel is preferred supplier or rate ceiling. authorisation can create uncertainty. And a manual expense claim 33% 13% system can take up FCM TRAVELLER STRESS WATCH valuable family time. REPORTS Safety-tracking Wearables apps Reporting is what all travel management companies do. FCM’s reporting tool Client Bank can cut and slice data to benchmark not only fares Source: GBTA, Creating a Frictionless Travel Experience, 2017 but the average stress of its travellers. The benefits It looks at the following factors: “ of a traveller-centric CONCLUSION 1. Number of 3. Days away In late 2018, Amadeus invited business segments flown travellers and travel managers from 4. Nights away programme that in economy medium to large companies to take a 5. International boosts well being and survey about traveller well being. Nearly 2. Number of vs domestic 900 travellers and 96 travel managers miles flown travel job satisfaction often from around the globe responded. Most companies gave medium to high The tool will analyse all the outweigh the savings attention to this topic. However, when bookings in the reporting period asked whether their organisation takes by these factors to benchmark the of a cost-centric active steps to improve it, only 39% of organisation’s stress score versus the travel managers answered yes, while average for a similar organisation. programme” 22% were not even sure. If travel stress is indicated, the The survey “showed that when travel The importance – and communication manager can identify which factor managers made suggestions to – of support cannot be over-estimated. is contributing and recommend improve travellers’ wellbeing, these Whether it’s 24-hour helplines or an changes in policy or behaviour to were generally accepted in 33% of the online tool that allow travellers to rebook reduce it. For example, if too many cases, sometimes in 40% of the cases.” their own flights or support in case of hours are spent travelling on long- Travel managers can have a real disruption, travellers should know how to haul flights in economy class, the impact. But a process for evaluating the access help at any time. manager might recommend that number, length and extent of individual policy be adjusted so that travellers The GBTA survey also found that the trips is essential if individual ‘at risk’ are eligible to fly in a premium cabin ability for travellers to get the right travellers are to be identified before any on shorter long-haul flights. information easily was highly valued. damage or stress sets in. 

FCMUPGRADE.COM 11 Last minute ffadvertbusiness trip? Meet Sam

Sam can book flights on the go, amongst other things…

. Flight booking . City guides . Weather & . Check-in traffic reports reminder . Travel alerts . Chat

AN EXCLUSIVE PRODUCT OF Search FCM Sam DESTINATION

DOING BUSINESS IN Nairobi

airobi is Kenya’s largest GETTING AROUND STAYING THERE city, its capital and a Traffic in Nairobi can be very heavy Hemingways is Nairobi’s destination business hub for East and but many major hotels, businesses and hotel and usually associated with high- Central Africa because of end leisure trips but it is well situated in organisations are located in the central its infrastructure, stable Karen for easy travel to and from either N business district (CBD) which is bounded Nairobi economy, a well-educated and airport and the central business district. by the Uhuru Highway, Haille Selassie and highly skilled workforce. The hotel, which overlooks the Ngong Moi Avenues and University Way. It is home to thousands of Kenyan Hills, has 45 suites in a plantation- businesses and more than 100 Travellers can use either private taxis or style arrangement that oozes colonial international companies including ride-hailing systems such as Uber to get elegance with a pool and spa to match. Coca Cola, General Motors and Google around the city. Sankara is a reliable business hotel as well as organisations including in Westlands, central Nairobi with BUSINESS CUSTOMS the United Nations Environment comfortable rooms and a destination Programme (UN Environment) and ff Punctuality bar (see below). Also in Westlands – and its regional office, the United Nations The local culture is to be late. Business 2.5 miles from Kenyatta International Office at Nairobi (UNON). visitors are not be expected to be Conference Centre – is the DusitD2 This vibrant city easily deserves its punctual – a few minutes late is fine. Nairobi. The property boasts a spa, reputation as the “New York of a 24-hour fitness centre, the Soi ff Dress East Africa”. Restaurant serving Thai food and the The city’s residents are stylish and Soko restaurant which serves local GETTING THERE dress well and that same attitude dishes. It also offers meeting facilities. towards appearance is expected of Flights from the UAE are plentiful Even closer to the KICC is the Sarova business travellers. on airlines such as Kenya Airways, Stanley hotel which also has its own Emirates Airlines, Air Arabia, Etihad, ff Hours extensive meetings facilities. The Ethiopian Airlines, RwandAir and South Business hours in Nairobi are 8-5, property combines history and a African Airlines. Monday-Friday. celebrity roster – famous guests have

FCMUPGRADE.COM 13 DESTINATION

included Sir Winston Churchill and to go for a Sunday Ernest Hemingway – with all the brunch which features modern amenities expected from a mouth-watering five-star hotel. platters and unlimited cocktails. The InterContinental Nairobi is ideally located for business in City Square, DRINKING next to the Parliament building and walking distance to the KICC and the Nairobi’s best rooftop government hub. Bhandini is its award- bar, the Sarabi at winning Indian restaurant. the Sankara has a shimmering rooftop EATING pool, glittering views Nairobi is a city of meat-lovers and over the traffic and city home to “nyama choma” (roast meat) beyond and a really which is well worth trying at Carnivore creative drinks menu. or Njuguna’s. Nairobi though is also an It’s a grown-up yet international city and its huge range relaxed space with pool of restaurants include Brazilian, Italian, loungers and leather Indian Chinese and West African (eg sofas. Nigerian). Many of these restaurants Nairobi residents love include vegetarian options because of the their night life. Travellers city’s large Indian vegetarian population. can also enjoy good A well-known and popular wholly music, and local cold/ vegetarian restaurant is Chowpaty. warm beer or cocktails Travellers can access the range of such as the local staple, restaurants from fast food and cafés to a “dawa” which is made fine dining at malls such as Sarit Center, of lime, sugar and Garden City, Two Rivers, Capital Venter vodka. You can listen to and Westgate. a selection of leading DJ, live bands or There are also the hotels. Inside the karaoke at Kiza Lounge, stylish Tribe Hotel is Jiko, which is Space Lounge, Bru open from 6am to midnight with a Bristo, and J’s. menu changing with the seasons and reflecting local produce. It’s a good spot J’s Fresh Bar & Kitchen is perfect for those who like their cocktails with music. Both locals and visitors can be spotted in this INSIDER’S TIP popular venue. Each night is different, but Tuesday is hip hop-laced with R&B while Hamisi Hassan, Managing Thursday Night Live features local bands. Director, FCM Travel Solutions TIME OFF Kenya Friday is Maasai Market day at the “Most people in Nairobi speak Village Market Mall in northern Nairobi, English but some local words are and this is the best place to load up on so commonplace that Nairobians East African souvenirs from traditional use them as if they were English. cloth to artefacts. Learn some basic vocabulary like Despite Nairobi National Park being sawa (okay) and sasa (hello). only a short drive (7km) out of Nairobi’s “If you’re offered food, accept. A CBD, it is home to an amazing variety of Kenyan would be insulted if you wildlife including the endangered black didn’t! rhino, hippopotamuses, lions, leopards, “For general purchases mobile cheetahs, hyenas, buffaloes, giraffes banking is big in Nairobi but and more than 400 species of birds. restaurants and hotels will take In Karen are the Karen Blixen Museum, credit cards. which was the home to the Danish “Exercise caution when using author of “Out of Africa” immortalised your mobile phone while walking by a film in which Meryl Streep plays in Nairobi. Not only are red lights the eponymous heroine, and the Giraffe not respected by most drivers Centre, a place where you can feed the but using it while crossing the giraffes or eat with them. street in Nairobi is actually illegal. Uhuru Gardens is a peaceful park which “Tipping is optional but expected commemorates Kenya’s independence for good service.” from the UK and the inauguration of Jomo Kenyatta as the country’s first president. 

14 Issue 3 ffadvert NEWS

TOP STORY

FCM launches MarketPlace travel content gateway

FCM Travel Solutions has created MarketPlace, a virtual gateway to the TMC’s extensive proprietary and specially- negotiated air fares, hotel rates, car rental and rail booking options. The move underpins FCM’s approach to giving customers access to the widest choice of business travel content via multi-channel online and offline sources from across its global network. A key driver within MarketPlace is FCM’s team of over 500 global travel procurement specialists, one of the largest content teams in the travel industry. Each team member is responsible for a specific sector of supplier relations, from air and hotel to rail and ground transport and has at least 10 years’ experience in supplier negotiations. “Travel content is vast and covers a huge array of choice which can be confusing for the corporate customer,” explains Mick Heitzinger, Product Director, FCM EMEA “Travel buyers distribution landscape to ensure our customers have full are frequently concerned about whether they are getting the availability and visibility. Our core purpose with Marketplace best value, the widest choice of air content, hotel rates, and is to provide our customers with the widest travel content so on, in order to achieve cost-savings and ROI on their in a way that no other TMC can, so that they benefit from travel programme. unparalleled choice and savings,” said Heitzinger. “Not only does MarketPlace give our customers access to To discover how you can access all your travel content in FCM’s exclusive and vast range of global content all in one one place, visit: https://www.fcmtravel.com/en-ae/travel- place, it also embraces disrupters and new entrants to the content-marketplace

FCM EXPANDS IN FRANCE AND SWITZERLAND

FCM has strengthened its acquired the remaining 75% European footprint with the of 3Mundi’s business. announcement that parent 3Mundi was established company Flight Centre Travel in 2006 as a progressive Group (FCTG) has taken agency combining high- 100% ownership of 3Mundi, performing technology and FCM’s partner in France human talent to optimise and Switzerland. In July business travel services. 2017, FCTG made an initial Thanks to its innovative 25% investment in 3Mundi, business model, 3Mundi which has been a licensee has grown rapidly over Solenn Le Brazidec has been partner of FCM since 2015. the last six years achieving appointed FCM President for France and Switzerland On 30 June 2019, FCTG growth of over 35% per FOOD FOR THOUGHT Flight Centre’s recent Global Gathering in Las Vegas was the scene of an extraordinary effort by staff to support local organisation Three Square’s “BackPack for Kids” initiative.

As an affiliate of Feed America, Three Square is Southern Nevada’s only food bank providing assistance to the residents of Lincoln, Nye, Esmeralda and Clark Counties. Three Square’s mission is to provide wholesome food to hungry people, while pursuing a hunger-free community. This includes thousands of children who are eligible for free and reduced-price meals at school, but when the bell rings on Friday, many of these children go hungry until school resumes on Monday morning.

Three Square’s “BackPacks for Kids” programme provides a lifeline for these hungry children by supplying a bag ofshelf- stable, ready-to-eat meals to help bridge weekend and summer break gaps. Each bag contains items like granola bars, crackers, pudding, cereal, shelf-stable milk, cartons of juice and main meals. Around 1,000 FCM and Flight Centre staff volunteered to pack 3,000 bags in under one hour. 

KITCHEN WILL SOON BE COOKING The new kitchen is taking shape at the Qhoboheane Primary School in Soweto, Johannesburg, part of annum. The company’s excellent partnership since FCM and parent company Flight Centre’s “Adopt a managing director, Solenn 2015 and we forged a closer School” initiative. After a few challenges with the Le Brazidec, will continue bond in 2017 when we first foundations at the original kitchen site, the structure invested in the business. We to oversee 3Mundi’s day- is built. Once engineers have given the green light, a to-day operations and has are excited to be investing stove will be fitted. been appointed FCM Travel in this further acquisition The much-needed new kitchen will replace the Solutions’ President for which will give FCM an even current facilities of a stove and sink in a shipping France and Switzerland. stronger presence in France container, where lunch is prepared for almost 500 and Switzerland.” Steve Norris, Corporate pupils a day – for some it’s their only meal. Soon Managing Director - EMEA, the pink container will be a distant memory and the Flight Centre Travel Group children will have meals cooked in a fully functioning, commented: “FCM and swish-looking kitchen. 3Mundi have enjoyed an

FCMUPGRADE.COM 17 INTERVIEW

How did you get into the travel industry? I studied economics at university and started out doing pricing for the telecoms industry, but always loved travelling. One day I was really frustrated at work and just decided to look on company websites for another job. British Airways was advertising a role in pricing – I thought I can do that, so I applied. I’m glad I did, telecoms is quite boring.

What did your previous role at British Airways encompass? I joined British Airways 10 years ago, starting in revenue management as a pricing analyst. BA has a team reorganisation every two years or so, and one happened when I’d only been in the company five months. It worked out well, as I applied for a pricing management role and was successful. I changed roles every couple of years, looking after various revenue management teams. In 2015, a role in distribution was advertised which looked new and exciting - so I became Manager of Distribution, working closely with IATA to build British Airways’ internal NDC technology offering. I was also responsible for educating corporate and leisure agencies externally on BA’s NDC content and represented the airline on IATA’s Passenger Distribution Management Group. In conversation

Upgrade talks to Nicola Ping, who joined FCM from British Airways earlier this year as Manager of Air Content & Distribution, responsible for driving the TMC’s NDC strategy in EMEA

18 Issue 3 Can you tell us more about your Why did FCM decide to work with are doing lots of NDC testing in the role at FCM? its technology providers, Amadeus background, and then be back home I’m part of the new Global Air Content & and Sabre, to find a long-term quickly at the end of the day. Distribution team – working with Jason solution for booking NDC content? Toothman, Executive General Manager Although everyone in the industry Any other differences you’ve noticed Global Air Distribution based in the US, talks about NDC a lot, actually only a working for a company like FCM and Jason Nooning General Manager handful of the world’s largest airlines compared to an airline Global Air Distribution in Australia. are doing NDC transactions. At FCM like BA? My role covers EMEA and all the other we sell tickets on hundreds of airlines I think there are two main differences, markets where FCM uses Amadeus. globally - so it’s absolutely key that we both around culture. My responsibility is to ensure that we can offer our customers comparisons between those carriers effectively. can access all the air content that our Firstly, customer focus: in everything Sabre and Amadeus are ensuring that customers want, but also to ensure that we do at FCM we ask ourselves we can get access to the new NDC that it works with all of our end-to-end whether this good for the customer content alongside the other traditional systems and processes, so that the – that’s before we do it, rather than carrier content, without needing to customers get the same level of service make changes and have to deal with change how our consultants work. That that they are used to. the customer complaints subsequently. involves a lot of development work by I’ve continued to work closely with IATA the technology providers in order to Absolutely everyone I work with and now chair the NDC Advisory Group. build a solution, but it’s definitely the here has this focus and that’s really As a team, we also educate not only our most efficient method for FCM. refreshing. customers, but also the airlines – they Secondly, it’s the Flight Centre are keen to know more about how travel What do you enjoy most about Foundation. Many companies have agents really look after the customers. your job? links with charities, but it’s not part of I like the fact that NDC is still evolving the culture. When I came to look round What are the main differences or and FCM is actually involved in driving New Malden as part of my interview, the challenges about NDC that you’ve that forward. As we’re involved closely Flight Centre Foundation was explained observed from the TMC point of with the airlines and IATA, I can explain to me and since then, there have been view, now that you’re on this side of what a TMC needs for its customers and loads of opportunities to get involved then help IATA and the airlines design the fence? – things like SolarBuddy, and raffles for how to build it. It’s genuinely new and I As an airline, the challenges are making old our Charity of the Year. That generates love that. technology cope with doing new things, a really nice feeling of community in like being able to bundle ancillaries and the company. Staff who have only ever price dynamically, in a way that agencies What is your average working worked at Flight Centre/FCM shouldn’t can still buy. Airlines are the start of the day like? assume all companies are like this!  chain, so they are effectively in control of Genuinely, there is no average day. the pace of change. As a TMC, there is Although I’m based at FCM’s UK head pressure on us from the airlines to adopt office in New Malden, some weeks the new content and pressure from the I’m only there for one day, as I may be customers to buy it, but because the at IATA meetings, meeting airlines or technology and processes are still being talking to our larger customers and developed, we have pressure from both prospects. New Malden is not far from sides of the chain. It’s key that we keep where I live, so I like having days in the working with IATA to understand the office when I can catch up on emails pressures and drivers of the entire chain. and spend time with the team who

Favourite business travel destination? Singapore. It’s a really easy place to be – everything works seamlessly from arrival to departure and there’s plenty of time to sleep on the plane!

What’s your pet hate when travelling on business? What’s the one thing you would like to see that would make travelling on business easier? I am a really anti-social traveller when I’m working, particularly when I’m flying, so I don’t like people being chatty when I’m doing my emails! I’d love airport security to be standardised. I think that the queues are sometimes so long because even regular travellers don’t know what the rules are at each airport – iPads in or out, shoes on or off? If it was the same in every major business airport, it would be much easier.

FCMUPGRADE.COM 19 JOURNEY TO THE NEW HOME OF TURKISH AIRLINES The airlineffadvert that flies to more countries than any other awaits you in the world’s new aviation center

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turkishairlines.com SUPPLIERS First world hotels find JOURNEY TO secondary THE NEW HOME OF TURKISH AIRLINES cities The airline that flies to more countries than any other awaits you in the world’s new aviation center Catherine Chetwynd discovers how the big global companies have found their way to India and China’s regional cities ISTANBUL AIRPORT ot so long ago the presence economy, much quicker than Europe Status also plays a part. “When real of global hotel brands in - which makes them big markets,” estate markets develop, many owners emerging markets would says consultant to the hotel industry, and businesses are keen to showcase have been largely confined Melvin Gold. “And to the extent that their success by building a hotel and Nto major cities such as international travellers want to be affiliating it with an international brand,” Shanghai, Beijing, New Delhi, Mumbai there, either for leisure or business, says managing partner for HVS Asia or Jakarta. However, the likes of Accor, international brands need to and can Pacific, Daniel J. Voellm. “International Hyatt, IHG, Marriott and Radisson establish a viable presence - either operators will ensure that the build Hotel Group have all established local through their quality is sufficient brands in launching new properties in own investment, and meets their secondary cities. but more brand standards, normally through and they will assess In India, for example, Marriott has a franchise that the operation properties in Itabagar and Nagpur, arrangement is viable. As much while in China it has two in Guiyang, with a local International operators of their share price five in Nanjing, nine in Qingdao and “ entrepreneur is propped up by five in Foshan. For its part, Wyndham who is happy will ensure that the revenue growth, now has seven in Guiyang, 17 in Nanjing, to own a hotel ie hotel pipeline, eight in Qingdao, eight in Foshan and and put an build quality meets expansion into one in Puyang. And Accor has one international new markets is in South Tangerang, Indonesia, three brand name their brand standards” inevitable.” in Semarang, one in Batam and two on it.” in Padang, according to STR’s June Daniel J. Voellm Managing partner HVS In China, there Asia Pacific Existing Supply Report. He added: are 65 cities with “Properties can populations of over Secondary cities in countries like India, serve as a billboard in a city, so the a million, and 360 cities with 100,000 China and Indonesia have massive spread of brands deeper into some of to 1 million people. However, “there populations. For example, 40 cities in India these countries will increase awareness. are only a few second-tier cities in the outside New Delhi have more than one Therefore, when the aspiring middle China national system: Tianjin, Nanjing, million people. Though outside of London, class travels out of their country, they Hangzhou, Suzhou, Wuhan, Xi’an, in the UK only Birmingham, Glasgow and are going to be more aware of those Shenyang, Chengdu and Chongqing,” Greater Manchester have populations of names; that helps people when they says Voellm. “It is arguable that many more than one million people. travel. And it’s secondary, but the brand among the 360 are not suitable for “Those countries have a fast-developing also starts to pick up loyalty international brands - and some smaller middle class and a very fast-developing card members.” ones might be well positioned

FCMUPGRADE.COM 21 turkishairlines.com SUPPLIERS

which, the group claims, surpasses the middle class rises, so there is strong scale of traditional and established hotel demand. In addition, governments chain brands in the country. In India, OYO are often keen to support investment has more than 200,000 rooms in 300 plus in these locations because it helps cities. It saw a 159% increase year-on-year to spread the benefits of tourism in bookings in largely non-commercial throughout a country,” she says. “In destinations such as Coorg, Chail and Indonesia, we have over 120 hotels and Yercaud. And with 85% occupancy on resorts, including a growing presence average, the group’s in destinations mid-scale Collection O like Bandung, has seen an increase Surabaya, of almost 30% in Bandara and corporate bookings Yogyakarta.” in the second It's important for “ In China, the quarter of this company is year. us to have a strong increasingly Accor is also expanding a case in point. local presence in into cities with “While we have a populations of geographic spread these markets, so the up to 10 million across tier 1, 2 and 3 people, such cities throughout the domestic audience as Hangzhou, region, in Australia, Chengdu, to accommodate demand for tourist China, India and gets to know Wuhan, Guiyang, attractions or similar that would help Indonesia especially, our brands.” etc. It is a similar develop a hotel market. Given the broad we are very focused story in India. portfolio of brands these hotel groups on opening hotels in Gaynor Reid, Vice president Because it have, they can penetrate less-developed second and third- communications & CSR Asia Pacific Accor can take five markets with their mid-scale brands before tier destinations, years or more following through with those positioned at where there is from signing to the higher end.” growing demand and easier investment opening a hotel, the company looks out Indian hotel group OYO has been opportunities than in first-tier cities, where for emerging destinations in countries expanding its presence in China, focusing the market is more mature and space where it is already the No.1 operator. on tier 2, 3, 4 and 5 cities, rather than is at a premium,” says vice president “It is important for us to have a strong markets like Shanghai and Beijing. As of communications and CSR Asia Pacific, local presence in these markets, June 2019, OYO Chinese subsidiary OYO Gaynor Reid. so that the domestic audience can Jiudian had expanded its presence to “In many parts of Asia, tier 2 and 3 get to know our brands and show more than 337 cities and 500,000 rooms destinations are growing quickly as the preference for them when venturing overseas,” she says. Growth in second tier cities in Asia is predominantly led by domestic travellers and intra-Asian travel, especially in cities like Surabaya, Hyderabad and Suzhou, which are predominantly business destinations. There are many reasons for hotel groups to set up shop in Asian destinations outside the capital. And given a growing middle class with a disposable income they are happy to spend on business and leisure travel, supported by willing investors, the trend is set. 

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Mark Frary assesses how artificial intelligence is becoming integral to travel management

f you’ve booked travel recently, While most companies are using AI chances are artificial intelligence in their service operations (including (AI) has helped during the process – implementing chatbots), a growing whether you realise or not. The power number of companies are starting to use Iof AI to improve business processes the technology in managing their supply has been glorified for many years - but chains, according to the research. The it is now getting embedded throughout industry sectors leading this revolution our lives and we may not even be aware. are retail, telecoms and high-tech. “We are looking at building AI into our New technology is inevitably hyped Its use in business travel is starting to take complete workflows, looking at the and AI is no exception; the tech off, too. FCM is at the forefront of this and context of each individual booking companies developing it need their huge has implemented AI and driving investments to bear fruit. in its Smart Assistant some automated “Just look at the smartphone,” says FCM’s for Mobile app, Sam:]. operations and EMEA Chief Technology Officer, Michel “It has given Sam:] some manual Rouse. “No one needed a smartphone its personality,” says interventions,” before, but now we can’t live without one. Rouse. “It takes a lot says Rouse. “When We don’t necessarily need AI, however we No one needed a of information out “ someone calls in see opportunities where we can drive real or emails, AI can there, the context of savings and better service for customers.” smartphone before determine whether it your booking, where is a support issue, an A recent survey by McKinsey shows you are and your - now we can’t live that 47% of companies have embedded urgent flight change profile, the check-in at least one AI function in their request or a regular time for the flight, any without them” business processes, up from 20% in flight enquiry - then delays, security alerts 2017. Crucially, three-quarters of those Michel Rouse, Chief Technology offer up information and other things that companies have seen moderate or Officer, EMEA, FCM Travel Solutions to the consultant to may affect you, giving significant benefits from doing so. provide a better level you something a bit of service.” Part of the reason for this uptake is the more personalised.” wider availability of AI tools. “Google, FCM is also investigating the use of AI IBM and others have commoditised Over the past two years, FCM has also in driving contextual approval flows to some of the building blocks that employed bot-like technology to optimise get away from approving every single companies can use to build models and airfares and hotel rates after booking. The booking. “With this, you can start to do applications,” says Keesup Choe, CEO of travel management company is looking things like smart budgets where, say, AI consultancy PredictX. at embedding AI further in its operations. you only want to spend X amount per

24 Issue 3 Source: https://www.mckinsey.com/featured-insights/artificial-intelligence/ai-adoption-advances-but-foundational-barriers-remain month and using that companies tend to spend the most You dial a number, to drive approval on technology in their core business “ flows,” says Rouse. area, whether that is drug discovery or financial risk management, and you think you’re The TMC has included the investment trickles down. One AI within its online of our clients in the insurance sector speaking to a human, booking tool to implemented an AI-based risk filter search results management system at least five years but you’re talking to into two buckets ago. Now they are thinking how they as well. “We take a can apply AI to the service functions of a machine rather blend of traveller procurement, finance and travel.” preferences – if they than a human” want to fly at certain Buyers who are keen to adopt AI in their Keesup Choe CEO PredictX times perhaps – and own functions often feel they cannot corporate policy. The secure the funding. “It could be that AI-powered OBT there is a fixed budget for procurement “You call a number, you think you are takes these rules spend and that is a difficult route to get speaking to a human, they are asking and determines if funding,” says Choe. “Nowadays there the same questions but you are talking something matches is quite a lot off funding in the centre of to a machine rather than a human. We both criteria. If it organisations for innovation initiatives are just on the brink of that possibility,” does, it goes into and that might be an easier route.” says Choe. one bucket, if not, Looking ahead, AI is set to become FCM’s Michel Rouse raises one concern it will put it into the omnipresent. Choe says it will be like “an of this future – the fear that AI will alternative options ivy plant growing on your house”, you become a black box whose operation bucket.” turn around one day and you cannot see is opaque to its users. “The minute The use of AI is not the bricks. the machines are thinking and making just restricted to Choe feels one potential development educated choices for you, it is important travel management could be a game-changer: at Google’s for humans to understand why it is doing companies. On the sell I/O event for developers in 2018, it it that way.” side of business travel, made a demonstration that included its AI has arrived in business travel – it is up suppliers are investing AI-powered Google Assistant making to us to decide what we want it to do.  heavily in AI, not least an appointment with a hairdresser. The in the area of revenue technology may be used to replace management which offline bookings. has traditionally used historical statistics for its models. “These are static, deterministic models,” says Choe. “If the market changes - if market share changes, there is consolidation or there are external changes, such as Brexit - then the model will stop being effective. With AI/ machine learning, the new models look at the primary factors and are adaptive to changes in those factors.” AI-powered revenue management models are now being used by airlines to optimise for the highest yield in real-time. And some innovative travel buyers are doing their own AI thing, too. Rouse says, “You have a few companies – the tech companies and consultancies particularly – that are well geared towards doing these things. EY, for example, has a sizeable development team and can focus energy on these things. Some customers will develop their own sets of technology but it will generally be complementary to what a TMC can offer.” PredictX’s Keesup Choe says it is the buyers with the biggest travel spends who are adopting AI in-house. “These

FCMUPGRADE.COM 25 EVENTS

A socially responsible turn of events

Corporate events are no longer only about learning or networking - they can also help support company CSR initiatives

vents may be a broad with?’ We review the company’s overall church – training, internal strategic goal – why they’re having conferences, external client this event, the demographics of the events – but even conferences attendees, the location, the budget. It’s Eon the most serious of sometimes challenging to find an activity topics look for ways to engage the that every demographic can enjoy and audience and encourage relationship or relate to, however we do our best.” team-building. CSR event decision-making will As corporate social responsibility also depend on whether a company becomes more prominent in everyone’s supports a particular charity. “We are consciousness, savvy event organisers finding that more and more clients are increasingly looking for activities are becoming affiliated with specific which are engaging and rewarding for charities,” says Capell. “In this instance, participants while also giving back to our event manager will discuss the community. options to find an activity that benefits both parties.” Rachel Capell, Operations Director at cievents UK, stresses that devising Different company cultures – or the the ideal CSR activity for an event is culture of the event’s location – can completely dependent on what it is the affect the choice of beneficiary. For client wants to achieve. example, Capell describes an event she recently organised in China where “One size doesn’t fit all,” she says. the preponderance of pollution in the “When a new client brief comes in, country meant that an environmental we begin by asking them a series of charity would not be appropriate. questions, such as ‘what is the primary objective of the event?’ ‘What do you CSR events can be tailored to any want the delegates to come away location, duration, or culture and,

26 Issue 3 most importantly, they can be fun and rewarding. Come up with your own idea or try one of these CSR activities for your next conference or team-building event:

BUILD-A-BICYCLE This engaging and rewarding activity requires the group to be divided into teams of between four and eight participants. Teams are given a “Prove Book” containing a series of challenges – each of which is rewarded differently – to earn tokens that can be exchanged for the tools and parts needed to build the bicycles. The activity ends with the assembling of bicycles by each team. The participants can either then experience MISSION KILO native to the location of the specific the joy of delivering the new toy to This activity’s objective is to help those event. The monitors will welcome the nominated disadvantaged children or in need in the community by collecting participants with explanations of what they can select their own charity. the greatest number of kilos of food to each is going to develop and take them TREE-MEND-US donate to the local food bank. to their specific workshop locations This is a group’s chance to demonstrate All participants are assigned a role where, under the supervision of the grit and determination (and and an organiser will distribute qualified personnel, each will become a experience the passion) it takes to clues booklets, coins and the rest of bird’s house architect for a few hours. attain valuable ‘gold’ coins which will the equipment. Uniforms with the month and date subsequently be used to ‘purchase’ The specifics are specially designed of the event can be created which the tools and materials needed for the with the contestants’ profile and the participants can wear on the day and group to plant trees. company’s objectives in mind. The trails then keep as a souvenir of the event. The group’s participants are divided will include references to company- SOLARBUDDY into smaller teams which rotate specific details such as products and Over the last year, delegates and staff around a game to win points which markets, as well as taking account of attending various FCM events have been are allocated according to the team’s the life and history of the town. building SolarBuddy lights as part of the performance in each task. The games, Once the stipulated time has passed, conference programme. which might include Trolley, Aqua Dot, all the teams will be in the briefing Approximately 18% of the world’s Angry Birds, Puzzled, Bean Bag Toss, area where the person in charge of population has no access to electricity. Giant Jenga, Dodge Ball and Da Vinci the town’s food bank will be waiting to This equates to 1.4 billion people living in Bridge, are a mix of mental and physical accept all the food that participants the dark - which severely impacts their to ensure that there’s something for have obtained during the activity. every member of the group. education, health, the economy and the NEST HOUSES WORKSHOP environment. This activity’s objective is By planting a tree on one of these sites, In this activity participants build nesting to help break this cycle and improve the such as a park in Malta, the teams will houses for different species of birds. educational opportunities of children living gain the huge satisfaction of having in darkness by providing them with solar contributed towards reforestation. The group will be divided into groups of lights so that they can study after dusk. Delegates will be contributing towards a about five. They will be greeted at the better environment and helping create destination by qualified monitors with Building these lights not only fosters greener and healthier places for people signs bearing the names of the different more meaningful experiences for to enjoy for generations to come. teams which will be animal species, participants but also inspires them to spread the word about energy poverty. Each kit comes with instructions and takes around 15-20 minutes to build using a basic screwdriver. The SolarBuddy light kits can be branded with the corporate’s company identity. At last year’s FCM global conference in Berlin staff built 2,000 SolarBuddy lights which were shipped to children in Papua New Guinea and South Africa. And at FCM’s recent Focus conference, delegates made 400 SolarBuddy lights which have been sent to children in Madagascar. 

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