Egencia's Manuel Brachet talks about what travel managers will have to think about as business travel gets used to a 'new normal'.
Over
the past four months, as we’ve collectively faced the threat of this global
pandemic, the idea that “we are all connected” has never rung more true.
Yes,
we’ve found new ways to connect as we’ve been cut off from one another during lockdown,
but pixels will never replace person-to-person contact. Statistics show that a
strong travel culture is linked with innovation, growth and overall competitive
advantage in large part because of the empathy engendered when we’re
face-to-face – without a screen between us.
So
what will that balance look like when it comes to doing business in a
post-pandemic world?
Looking for signs
As
the world goes back to work, we can look for trends from east to west to help predict
what circumstances we might face in the weeks and months ahead. For instance,
according to STR, 87 per cent of hotels in mainland China are now open,
compared to around 32 per cent on 28 March.
Restrictions
are easing in Europe too. French businesses are reopening, and Germans are even
celebrating the official return of football. In the US, the Chamber of Commerce
unveiled an interactive map to help businesses understand which states will
open when, with nearly half the states getting the green light to reopen.
But,
even as restrictions ease, it won’t be business as usual. In terms of how we
gather to do business in the near future, we’re likely to see a hybrid of
digital connection and domestic travel.
The
further afield the journey, the more complications (and costs) may arise, which
is why we may see companies focusing business travel in markets where they have
a team on the ground and who are able to maintain those in-person connections with
domestic clients, partners and suppliers.
Redefining ROI
Companies
will need to get granular on what “essential travel” means for them, and it will
be different for each company. It’s important to include the new factors at
play when considering the full cost – and potential return – of a trip.
For
instance, several countries have implemented quarantine periods for travel. So
if you have a client to see in Hong Kong, Germany, the UK, or Rhode Island, for
example, you’ll need to factor in a 14-day quarantine period on arrival (and
possibly on return).
On
top of that, quarantine regulations and border reopenings are likely to be
different between countries too, with some neighbouring nations agreeing
‘travel bubbles’. Countries like Australia and New Zealand, as well as China
and South Korea, are already looking at what border travel between them could
look like with regards to business travel.
We
could see a scenario where business travellers between two particular countries
are exempt from the 14-day quarantine period and instead undergo
screening 72 hours before they travel and again when they arrive, followed by a
shorter 48-hour quarantine period.
The
UK and France have had similar conversations on movement related to their two
borders – although an agreement was swiftly reversed – and the European Union
is expected to share details of cross-border travel later this month.
Pre-trip
approval is likely to become a huge part of travel policy across organisations,
particularly as the end-to-end cost of a trip will go up, as will the strategic
value of a trip to the business.
Now
is also a good time to come up with a plan to maximise time on the ground in
case of quarantine, making sure travellers are equipped to work from a hotel
room for instance, or building in a leisure policy to include downtime for
extended stays.
Evolving travel needs
Research
shows that business travellers are ready to get back on the road. Of 1,000
travel professionals surveyed by the GBTA, 51 per cent said they expect to have
a green light to travel by the end of June.
But
in order to do so safely, we can expect to see more mandates around booking
compliance and preferred suppliers. Being able to track where travellers are
globally – and communicate with them – is paramount.
Travellers
will need 24/7 customer service, to be kept in touch with real-time alerts and
be able to self-serve their travel requirements to keep up with a rapidly evolving
travel environment.
Everything
from restricted routes to hotel closures and evolving quarantine periods will
likely be fluid for the foreseeable future, so being able to self-serve will be
a much greater need than it was in the past.
Much
has changed irrevocably in the last four months,but one thing hasn’t:
smart organisations will still approach business travel as a strategic
investment and aim to align their travel programme within the “new normal” to achieve
their business goals.