During recent industry events I've heard a lot of focus on technology and data helping the traveller and travel processes. But amid the flurry of creating new technology and gaining more data insight it's too easy to forget the human element of travel. New capabilities should be in addition to the human touch, not replacing it, particularly as travel is such a personal and, at times, emotional experience.
Sometimes it takes a disaster situation for travel teams and companies to remember why the traveller should be the focus of any measures put in place. We all know that traveller information, tracking, destination information and reliable on-the-ground updates are important during an emergency to get travellers looked after and to safety.
Yet for all the usefulness technology and data can bring, there's nothing really more personal than knowing your travel manager is there to help you in times of a crisis. Sometimes the technology doesn't even work in those situations, as Paralympian and 7/7 survivor Martine Wright and several travel managers mentioned during the Responsible Travel Management conference last year.
Martine also highlighted that employees, and their families, need support on an emotional and psychological level as much as the medical or physical. That type of help cannot be identified through data.
You can hear about Martine's ordeal and what mattered to her in a crisis in the video.
Sebastien Bellin had to take drastic measures to get medical help when he was injured in the Brussels Airport bombing attack. Like Martine he was taking what should have been an easy travel journey but was suddenly faced with a life-threatening situation when terrorist bombs went off. It's a real privilege that after only months of recovery Sebastien will be sharing his story at the Business Travel Summit Amsterdam, reminding us why a crisis plan is important and the essential duty of care to travellers. Register your place at the summit here.