After years of working for TMCs and then stepping away from the travel industry, Matthew Holman has the benefit of hindsight when it comes to thinking about mental health at work and its relation to business travel. As our DeepDive into duty of care continues, BTiQ asks Holman about what it really means to look after employees and how to create a more open environment to discuss concerns.
BTiQ: How widespread are mental health issues in work and travel?
MH: One in four of the population will suffer from a mental health issue in a year. There are so many travellers out there and they may have advice on what to eat etc but they may be depressed, have posttraumatic stress disorder (PTSD), anxiety over going to another country or concerns that affect their day-to-day life.
We will all suffer bereavement, for example, and learn how to cope or cope again. What happens if your relationship breaks down or you lose your job?
Sometimes government offices can only offer mental health support if you're in your country of citizenship but it stops in other countries. There is limited access to a crisis counsellor and in the some countries medication is illegal. Insurance is there, but does it cover mental health?
How do companies build tools that look after employees and travellers? They need to feel safe to talk about this.
BTiQ: Are many companies looking at mental health?
MH: It struck a chord with me when ITM released what travel buyer priorities are for the year as it's always kept up with what's current in the industry. The number one buyer priority came out as safety and security but well-being was all the way down near 7th or 8th. It's not right. Those people are important and are an asset — this dehumanises them.
There has been those frontline services like TMCs that have been pushed into a corner over cost and price but the only way to reduce cost is technology or to decrease the headcount while expecting more from others. As a result there are those that struggle; the perks have gone and it's becoming an industry that has to work harder to retain staff. Some hadn't considered the mental health aspect of that pressure and the quality of output. By doing something everything can benefit from it.
Suppliers all say the traveller is most important but sometimes either employees or travellers are struggling…some are trying to build those blocks. The responsibility is there but they need to figure out how to bridge that gap and build a better relationship.
BTiQ: What issues could travellers face while they're on a trip?
MH: The challenge is that it varies; some have high alcohol tolerance and others don't, and travel is the same.
It could be the volume of trips that triggers something or the times — being up 'til 3am, busy all day and back on a flight at 11pm then up the next day take its toll. There are drinks and dinners and no time for the gym.
You could make a mistake or feel uncomfortable, for example, you're in the bar and it was meant to be your last drink but you stay. There's that culture and pressure when people feel like they aren't doing their job properly if they go to bed earlier. There's the loneliness element too especially when you don't know the country or cultural factors; if you're not prepared it can have an impact.
There's an element of self-harm there and putting your body through high trauma. There's some fun but then it wains.
People have anxieties that they might miss a connection, be in a bad hotel etc. It can be pressurised on sales or employees even in downtime. Some people have never heard someone say 'just turn your phone off' - I've done a conference call from a phone box on a family holiday before.
But the biggest anxiety is often the sales pitch, meeting or conference that they are travelling for, so can be a challenge to know what triggers concern and it's about smart travel and the right mind-set.
Perhaps someone travels frequently because they want to get away from home.
Even when you travel to an office in the same company, people don't want to bother their local colleagues and be a burden or upset them going about their everyday lives so they end up eating alone or are unsure of what to do.
BTiQ: Do employees share how they feel? How can they be encouraged to?
MH: History shows people see mental health as a stigma and then in work our opinions are formed deeper. It's not loonies; we all suffer from stress.
I advise companies to set up the equivalent of first aiders for mental health as it opens discussion, support and helps the business to thrive. It's hard to convince companies to do that but means it's a more open workplace, employees don't feel ashamed and are there to support. It's a very big thing and it's about education, communication and collaboration.
It also needs investment from the top of the business and the recognition that no one is exempt from this. Companies aren't educating themselves to know better; it's the way the workplace and society is.
BTiQ: What can the industry do to collaborate and support?
MH: It boils down to the fact one in four will have a problem each year and there's a big travelling community. So think about when do they touch eg plane, hotel, transport and how can they evolve and talk about it. I'm not saying airports and hotels should set up wards or lounges for psychiatric care but it might be good to have a lounge where people who are sensitive can have another place to relax, or for anxious flyers for example.
It's about knowing someone could help or is there to have that conversation. I'm with the Samaritans too and just being that person is such a relief to many people. It's a stretch to have that service but why not be ambitious? What are we doing to help them?
Be honest; mental health is sensitive but you also have to ask some harsh questions. Ask in a confidential environment to see what comes out; the more facts you know the better something can be designed.
BTiQ: What can travel buyers do within their programmes to minimise the impact?
MH: Policies will change. Travellers are trained to take the lowest fare or deal; the procurement model is fine but it needs to be adapted to elements that cause friction and anxiety. Gather data and intelligence to see what can be changed - it could mean only something small. It's tricky and needs a lot of thought ahead.
It's an evolving thing but in trying to raise the conversation to improve mental health in travel, others realise we're all affected by it. It's all in our interests to support each other.