American Express Global Business Travel (GBT) is preparing for the post-covid acceleration of corporate
travel with a number of initiatives that include the launch of a comprehensive hub
of essential travel information.
The TMC reports growth in Asia – where domestic travel
volumes in China are back to 50 per cent – and Western Europe, with volumes
currently sitting between 10 and 16 per cent in the likes of France, Germany
and the Nordics.
GBT is also adjusting its workforce, with some furloughed
workers returning, as it prepares to transition from a 'reset' to a 'rebound' phase.
“We're
adapting our products and our services to provide support every step of the way
to both the traveller and to the travel manager. Information has got to be at
the foundation for cutting through the complexity and building trust,” CEO Paul
Abbott told BTN Europe.
“We have to get the economy
moving again and, to do that, we've got to get the world moving again. We see
the restart of travel as being a real defining moment for our industry. We also
recognise that the restart is going to be more complex than the lockdown.”
Abbott says every trip will
be treated from beginning to end like an event, while the TMC will also be
enhancing its information provision, reporting capabilities and mobile
initiatives. Among new developments is a ‘know before you go’ hub of essential
travel information.
“We
have to be the single source of truth in a world where the facts are changing
daily. It's not a simple task, but it's a challenge that we're tackling head
on. In early July we're launching a new service that aggregates all of this
information into a single database,” said Abbott.
“We're
using API feeds from hundreds and hundreds of different data sources:
governments, airports, airlines, risk management partners, rail companies,
hotels, car rental providers.”
The
hub will be updated daily and be available to anyone who wishes to access it. For
clients, it will be integrated with GBT’s Neo booking tool – as well as third
party providers – and include push messaging to travellers.
Abbott
highlighted the need to stimulate traveller confidence and advocates a united
front among TMCs and suppliers.
“We’ve carried out surveys that show 82% of
business travellers would consider traveling this year if they had
access to health and safety guidelines and reliable information about what to
expect on the trip,” Abbott explained.
“This
is central to a successful restart. Everyone understands that the travel
experience will be different but what travellers and employers really want is
trust and confidence in a safe experience, knowing exactly what to expect and a
consistent delivery of that experience.
“At
this moment, clarity and consistency is far more important than competitive
advantage. The reality is there are very few business travellers for us to
compete over right now. So let's focus on the primary objective, which is
getting our existing customers back traveling safely and building the trust and
confidence that is required to do that. We know that that's not a simple task.
Abbott continued: “We need governments, industry associations
and service providers to all unite with this common goal of building confidence
for the safe return of the industry.
“Never
have our goals been more aligned than they are today. We need to get all of the
parties working together to build the trust and confidence that's required.”
• BTN Europe spoke at length with Paul Abbott, CEO of American
Express Global Business Travel, about the post-Covid return of corporate travel, the TMC’s
strategy moving forward and wider industry issues. Click here to read more highlights.