Exploring risk management and duty of care, shifting to a sustainable traveller mindset and myth-busting New Distribution Capability (NDC). Crucial topics affecting the future of corporate travel and discussed in depth at Reed & Mackay’s bi-annual ‘&Beyond Summit: Where ideas take flight’.
More than 70 Reed & Mackay clients and prospects from the legal, insurance and professional services sectors, among others, joined the conference. Welcomed by Reed & Mackay CEO – UK, Europe & Global Events Julie Oliver, the educational and networking event opened with reflections on how the travel management company’s (TMC) client-centric philosophy has been the driver behind key areas of investment, to continually deliver world-class customer service and technology.
Risk management: crisis response in corporate travel
Managing travel risk will continue to affect the future of corporate travel. With duty of care a priority for corporate travel buyers, working with a TMC with a 24/7/365 in-house incident response service is critical. Reed & Mackay invited risk management partners International SOS to lead an interactive workshop on this subject. A session that would challenge delegates to face the fast-paced environment of a travel management crisis.
“Organisations are having to deal with challenges that weren’t there five years ago. There are very few crises around the world that don’t require an integrated response across your business,” International SOS Regional Security Director James Wood says. “However, any crisis, whether climate-driven events or conflict, affects world markets, supply chains and people globally.
“Risk management is not just for a small number of security practitioners. It’s for those in travel, communications, events and suppliers too. Travel managers need to adopt a similar approach when their travellers are on the move because everything is interconnected.”
The workshop introduced a realistic exercise designed to help delegates navigate the complexities of an emerging incident impacting travellers. It focused on ‘turning the noise into sound’, culminating in five key points to incorporate responding to a crisis. Those were: establish the facts; understand the immediate impact; what are the short-, mid- and long-term actions to take; map out where there are information gaps; and anticipate future developments.
Shifting to a sustainable business travel mindset
Increasingly, organisations are facing carbon reduction targets. Leading the next session on how to encourage more sustainable travel, Reed & Mackay Global Sustainability Director Chris Truss was joined by IATA Area Manager UK & Ireland Lara Maughan, Lore Group Regional Director ESG and Wellness Jacqueline Kneebone and Climate Psychology Specialist and Coach Linda Aspey (picture L-R above).
The session shared how the aviation and hospitality sectors are supporting corporates with meeting their own ESG goals, plus techniques travel managers could employ to help encourage their organisation’s employees to embrace more sustainable travel options.
ESG goals for air travel and accommodation
“IATA’s [the global aviation sector’s trade association representing more than 320 airlines] flagship – sustainability agenda is for the industry to be net zero by 2050,” Maughan explains. “We’re expecting passenger numbers to reach 10 billion by then, double what it is today. People want to continue to travel and while there are leaps being made in aviation technology, the plan we have relies on much wider area support to get to net zero.”
Sustainable Aviation Fuel (SAF) an integral part of net zero. The UK government has set a mandate of 22% of fuel being SAF by 2040 and, with two million flights set to operate with SAF next year, Maughan called for everyone in travel to support its production.
“Furthermore, we all need to drive the SAF agenda so that increasing investment goes into SAF,” Maughan says. “The more it becomes available to the industry it will help fares stay at a reasonable level. We need to see more supply-led policies and we need corporates to boost SAF purchase agreements.”
From the hospitality perspective, Kneebone acknowledges there needs to be more trust from travellers. Recognising they are still going to receive the best accommodation experience but are able to do it in a more responsible way, both environmentally and socially.
“To move forward there needs to be alignment from major brands but also with how we communicate sustainability to corporate travellers so that, as travel managers, you feel comfortable offering those options,” Kneebone says. “Although there is currently no uniform reporting in the hospitality sector on sustainability, we need to provide transparency and clarity on how it’s all screened and verified before it comes to you and your travellers, so you can include it in your Scope 3 reporting.”
Tips to encourage greener choices
Taking this into account, Aspey recognises that shifting corporate travellers mindsets to take the more sustainable option can be tough.
“Understandably, we face dilemmas. How can we recognise conflict of our care of the world and the things we enjoy and need?” Aspey asks. “We need jobs, trade, income – so what happens when the changes we have to make don’t feel feasible or attractive? We want things to be quick and simple but travel is complex. So how can employers support employees – this is the missing piece in behavioural change.”
Aspey shared key tips and guidance on how to support travellers on this journey.
“Employ effective messaging, experiment with trials and ask for feedback, and make climate conversation normal without bombarding people,” Aspey advises.
Online booking tools and NDC
Futureproofing clients’ travel programme and event needs is at the heart of Reed & Mackay’s innovation. Global Director of Product Fahim Khan shared strategic content plans for Reed & Mackay’s NDC adoption across air, rail, and hotel sector. Furthermore, Khan gave a comprehensive walkthrough of the TMC’s innovative technology.
Khan was then joined by British Airways Head of Distribution Sam Robinson, Reed & Mackay Director Air Partnerships Richard Lindsay and a Reed & Mackay client who has switched on NDC. The panel looked at some of the challenges surrounding NDC and how they can be addressed. They also covered how NDC has been working positively so far with clients.
In addition, the panel highlighted the value partnerships between a TMC and airlines can bring to the TMC’s clients. “We’re bringing information to airlines about what corporate customers want,” Lindsay explains. “Booking NDC may change some of the ways we work with our customers. But change isn’t necessarily a bad thing; there are so many tangible benefits with NDC. Airlines are quickly bringing out different features and functionalities and we’re ready and prepared for any changes.”
With our thanks to our &Beyond Summit partners British Airways, Iberia, Europcar and Lore Group
If you would like to attend future Reed & Mackay events, contact hello@reedmackay.com or contact your Client Success Manager.
