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Crisis management top of travel agenda

Management - Features

Tuesday, 19 December 2006

The dramatic and tragic events of 9/11 marked the point when the world became a permanently uncertain place - in particular for those who travel on business. Anya Jones of Carlson Wagonlit Travel looks at why security measures have become more critical than ever for travel management companies.

There have always been dramatic events that have shocked the world - but perhaps none quite so utterly unexpected, horrific and inhumane as those of 9/11. And, just as fears of security and uncertainly have become the norm, the numbers of people travelling on a regular basis have increased beyond the imagination of even many seasoned industry observers.

Back in 1945, around nine million people had taken advantage of the growing network of scheduled services then available. Today IATA, the airline's industry body, claims that more than 1.6 billion passengers worldwide use the world's airlines for business and leisure travel - and this figure is expected to rise to 2.3 billion by 2010.

The world today also benefits - although some would challenge the use of that word - from 24/7 media coverage, 365 days a year. Reports on disasters, wars and civil unrest throughout the world hit our television screens and airwaves immediately. It may not quite have created a climate of fear, but safety and security are issues that can never now be brushed aside.

In a survey of frequent travellers conducted earlier this year, security was found to be a major concern. The research, carried out exclusively by Carlson Wagonlit Travel with the publication TTGbusiness, looked at a range of issues likely to be of interest and concern to regular business travellers. Commenting on the results of the survey, Pauline Sneider, Director of Account Management, North Europe for Carlson Wagonlit Travel, said the biggest shift in terms of the way travel has changed was the heavy emphasis on security:

"It now dominates every aspect of corporate travel life - from the need to access a 24-hour emergency unit to having an effective crisis management plan in place.

"It is impossible to ignore the fact that the world today is an uncertain place. Occasional feelings of disquiet and unease are natural - and sadly part of our day-to-day lives. Travelling on business has been, and always will be, affected almost immediately by major events and crisis at the time they happen.

"The accurate storage of information, about every aspect of clients' travel, is of paramount importance. Of equal importance is the ability to retrieve the information swiftly in the event of a major disaster or incident anywhere in the world."

Retrieving information at the time of a disaster was made even more difficult when the Global Distribution Systems (GDSs or reservation systems) adopted a policy of closing down immediately an air accident occurred or a location incident erupted - based on their need to protect the security of the information.

Another technological factor that has increased the complexity of information retrieval is the Internet. The increasing use of the Internet has changed the face of the travel industry for customers and travel management companies alike, but when travellers book via the Web directly there are implications that companies should consider, specifically the loss of management information and therefore any security tracking critical in a crisis situation. This potentially leaves travellers very much on their own when anything goes wrong.

An effective travel management company must be able to provide every single one of their customers with the assurance that their travellers' movements are identifiable in the event of an incident, regardless of whether they are booked via the Web or the GDS. This must be offered in conjunction with a comprehensive crisis management programme to give full benefits to travellers and companies.

The following critical components of a crisis management programme should be the minimum that companies expect from their travel provider.

Coverage by a dedicated 24-hour emergency assistance unit

As travellers move around the globe through changing time zones it is critical that support and assistance is at hand whenever required, and that a team of consultants are in place 24/7, ready for any security incident that may occur.

Up-to-the-minute incident information

Instant identification of a problem is critical. A travel management company must be able to demonstrate to its customers investment in media communications that ensure they are the first to hear the news, and to guarantee they can react within the first critical seconds of an incident occurring.

GDS independence and 'best in class' management information reporting

A stand-alone reporting capability is essential due to the shutdown of normal access channels in the event of an incident. A travel management company must capture accurate and comprehensive management information capable of interrogation on multiple levels to achieve this. Global management information gives the ability to track travellers from multiple countries through a central point, an essential solution for Pan-European or global customers. Time is also of the essence as results are required within the hour when dealing with a crisis situation and dynamic reporting systems are critical to meeting customers' needs and expectations.

Effective communications channels

Speed is clearly vital because of the enormous reach and power of the news channels. Information should be dispatched immediately through an automated 'intelligent' communications centre to enable non-affected clients to receive instant crisis updates; whilst in the very unfortunate or tragic situation when clients may have been involved, clear dedicated channels into senior management should be initiated, working to a predetermined and agreed plan.

Conclusion

A travel management company should be working with its customers to ensure that travellers are safe, accommodation is arranged where any travellers are stranded and that they arrive home as safely and quickly as possible. Security information and alerts on high-risk destinations can assist companies and travellers in making decisions on whether a location is safe for travel on company business and a good travel management company will be offering this as a standard service.

In 2004 there were 35 major incidents, ranging from an air crash in Shanghai to a bomb exploding at an airport in Nairobi, and from a mass evacuation from Jackson International Airport in the US when a suspicious object was found in a bag to a roof collapsing at Paris CDG Airport. The critical question for any company in today's volatile world is: "Will you know where your travellers are when the next incident occurs?"