Businessthe travel 66 October/November 2017 MAGAZINE THE BUSINESS TRAVEL MAGAZINE • OCTOBER/NOVEMBER 2017 OCTOBER/NOVEMBER LIGHT SPEED AHEAD THE The technology shaking BUSINESSTRAVELMAG + 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 THEBUSINESSTRAVELMAG.COM 3 Contents.indd 3 28/09/2017 15:48 Catching the early bird. Fly with Lufthansa to over 400 destinations worldwide 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 WHILE EVERY EFFORT IS MADE TO ENSURE ACCURACY, BMI PUBLISHING LTD CANNOT BE HELD RESPONSIBLE FOR ANY ERRORS OR OMISSIONS. ©BMI PUBLISHING LTD 2017 IMAGES: SOURCED FROM SUPPLIERS, ISTOCKPHOTO.COM AND BIGSTOCKPHOTO.COM THEBUSINESSTRAVELMAG.COM 5 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. 6 THEBUSINESSTRAVELMAG.COM 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. THEBUSINESSTRAVELMAG.COM 7 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 8 THEBUSINESSTRAVELMAG.COM ad-template.indd 23 26/09/2017 16:51 fl ysaatrade.com FLY SAA. INDIVIDUAL BY DESIGN. THE GREATEST BUSINESS CLASS EXPERIENCES NOT ONLY MAKE YOU FEEL comfortable AND relaxed , THEY MAKE YOU FEEL AT HOME. OUR BOUTIQUE BUSINESS CLASS CABIN IS FITTED WITH FEWER SEATS SO YOU CAN unwind IN YOUR OWN SPACE. SETTLE INTO A FORWARD-FACING FLAT BED WITH A comfy MATTRESS AND DUVET TO ENJOY A restful JOURNEY. YOU’RE individual. SO IS OUR SERVICE. SAA0917_3530 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. THEBUSINESSTRAVELMAG.COM 11 Six of the best.indd 11 28/09/2017 16:13 ARRIVALS SPOTLIGHT A closer look at industry developments Spotlight on..