Business Travel iQ
In recent weeks we've heard stories of several players in the leisure travel sector making a bigger push into the corporate space. While Airbnb ups its game with the corporate world there's also been news from Booking.com, TUI Group's Laterooms and even youth specialist STA Travel about their entries or improvements into the business travel sector.
The majority of the above are online travel agencies which have often been seen as a threat to traditional agents and TMCs. In the leisure sector there's been an on-going concern for the death of the high street travel agent since the internet took over our lives, while in the corporate world between these websites and self-booking tools the booking process has bypassed human interaction in its efficiency.
But while these tools will work effectively for short hops to Europe or frequent trips, there are other times when travellers will want more advice. On the leisure side of travel, STA has been increasing its high street presence because when young people are organising a backpacking holiday or complicated trip they want expertise and a friendly face to turn to. It's got the same approach with its business arm with its website initially focused on speaking over the phone or booking a meeting, although there is an online booking tool option too. Younger travellers might be savvier once on the ground but will still want to know they are being looked after, especially when there are multiple destinations involved.
It's something that lots of travel management companies are considering. At the Managing the Future Business Traveller conference earlier this year FCm's sales director Graham Ross advised companies not to generalise all travellers and said TMCs are changing to stay relevant. "Offline is still important but the way TMCs deal with these enquiries will adjust. Around 90% of our communication is via email but that 10% of offline space is still very important. I can see a move to more online messaging services; there needs to be interaction in different ways," he explained.
Are these online players as much as a threat as you think then? Potentially, but it's more about having various options to cater for different types of travellers and different types of trips. Sometimes a three-click website is ideal, as our Expert Lennert de Jong from CitizenM outlines here, other times it helps to talk. Choice in hotel or airline suppliers might be important to your travellers but a choice in how they buy could help compliance too.