New horizons in corporate travel: what companies need

New requirements for business travel: what customers need

Travel management is particularly complex at the moment because of ever-changing Covid rules. The main problem is a lack of consistency: each country, even within supranational bodies such as the European Union, has its own rules, which are often applied differently throughout the country, with regional and local variations, and which are subject to rapid change on the basis of pandemic figures. This considerably increases the possibility of last-minute changes that risk leaving travellers stranded, preventing them from reaching their destination or carrying out all their planned activities. As even a delay of a few hours or a day can compromise the outcome of a trip, companies now require detailed, up-to-date information and timely communication.

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Transportation and airports: it is important to know the rules in detail

A recent survey by the Global Business Travel Association (GBTA) found that most business travellers are concerned about the jungle of rules that apply at airports and on different means of transport. Which countries require a special self-declaration or passenger locator form? Which countries are considered high-risk? Every traveller wants to know exactly what documents will be required at each step, from arrival at the airport to checking in at the hotel, and even at the individual restaurants where they will be eating during their stay. Given the difficulty of accessing clear and reliable information on all aspects of travel, agencies are required to be the single point of contact for all bureaucratic and safety needs and to provide assistance before, during and after the trip.

The importance of timely communication

In this new hyper-competitive and demanding market, those who do not prioritise mobile platforms have already failed. This means that email, however often users might check it, may not be the most effective means of communication between customer and travel agent. In the event of sudden changes, for instance, the traveller expects a text message or a Whatsapp message with a push notification that immediately draws attention. An email, in this context, would risk being read too late to be truly useful.

Conclusions

Once again, understanding the customer’s needs is key to staying in the market and being competitive. As this situation looks set to last for a relatively long time, it is vital for agencies to get up to speed now in order to respond comprehensively to market demands.

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