THE IMPORTANCE

OF HUMAN

CONNECTION

IN A TOUCHLESS

TRAVEL WORLD

COVID-19 has single-handedly changed the travel landscape forever. As business are getting back on track and sending their travellers out into the world, road warriors will find a new travel world that has become completely automated.

Today’s business travellers can expect remote check-in, physical distancing, and a ‘hands off ’ approach to everything from security to boarding and baggage claim. Public touch screens are a no-no (at least until a vaccine is developed) and the travel journey now looks very different to before.

Rather than a return to normal, more and more touchless options will become available, including contactless fingerprint, facial recognition, touchless document scanning and voice command technology. However, in direct contrast to this touchless travel world, human connection with the travel professional is becoming increasingly important.The effects of the virus can be seen far beyond two-metre distance signage and electrostatic sanitisation at the airport. Travellers are wary. They are wary of borders closing, travel restrictions and the threat of quarantine. They mistrust information and are looking answers.

The importance of Human Connection in a Touchless Travel World

The most significant change can be seen in the fact that health and safety has now, more than ever before, become paramount. And, nowhere is health and safety more obvious than in airports, which are doing everything in their power to reduce touch points and human contact.

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The importance of Human Connection in a Touchless Travel World

Here are just 5 reasons why you need a travel specialist as your business is getting back on track.

Information overloadTravellers are facing an avalanche of information, in an ever-changing environment. As governments around the world begin to relax their lockdowns, restrictions and regulations change.

Travellers want to reach out to a human to interpret this endless stream of information, to sort fiction from facts, and get solid advice on everything from airport guidelines to hotel protocols and procedures.

According to Oz Desai, General Manager Flight Centre Business Travel (FCBT), this is where travel professionals come into their own. They have the necessary information at their fingertips and can help travellers navigate a world of red tape and regulations: “Unfortunately permits and permissions are a necessary – at least for the foreseeable future,” says Desai, “Luckily TMCs are on hand to help, and can advise travellers on the documentation that is required, the different airline regulations and requirements as well as the safety guidelines put in place by hotels and other accommodation establishments.”

FCBT have launched a dedicated travel news hub, a resource which will support travellers and companies with up-to-date information and relevant facts. Of course, a team of humans will always be on hand to supply the much-needed personal touch.

Help in a crisis

Global pandemics aside, things can – and do – go wrong in corporate travel. Meetings run over and flights get cancelled. There are unusual weather events, volcanic ash and airline strikes.

In any crisis, a solid TMC is your safety net, able to rebook, renegotiate and reorganise travel on your behalf.

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“We all want to talk to a ‘live person’ when we are dealing with a crisis or when things go wrong,” says Desai, “And, the past few months have shown us exactly just how many things can go wrong in travel.”

Beyond savings, companies are looking for a return on investment from their business travel. The only way to know if your travel management strategy is effective and delivering a ROI is by tracking and reviewing data collected from your travels – again the remit of an experienced, knowledgeable (and human) travel partner. FCBT can track corporate travel data to reveal expense trends and inconsistencies in travel patterns. By knowing exactly how well your travel plan is functioning you can make changes to optimise your strategy.

For Desai this doesn’t just mean making well-informed travel decisions that save valuable time and money but looking at the entire traveller experience. “We understand ‘traveller friction’ and that if your traveller is unhappy or burned out, ROI is going to be affected.” Business travel is so much more than getting a client onto a plane and into a boardroom. It’s about time, well-being and ultimately, success.

Travel consultants can help with all of the above, delivering savings and a seamless, stress-free travel experience because while the perceived value of business travel has traditionally been derived from monetary rewards (for example, signing deals or winning new contracts), there is growing recognition that the decisions made about business travel extend well beyond the bottom line.

Duty of careOne of the greatest responsibilities of a travel agent is always to ensure the safety of their clients. TMCs operate within a duty of care, which means they are duty-bound to bring you (and your team) home safely. In our new COVID-19 reality, this might mean vetting accommodation in terms of their health and safety protocols, but it also means getting you home when flights are cancelled, booking reliable transport options, evaluating all the risks travellers may face (and mitigating those risks) and alerting travellers to threats nearby – right down to contacting local embassies for support. It is just another example of the importance of ‘human connection’ in an increasingly touchless world.

Pre-global pandemic, booking travel seemed relatively simple and straightforward. In fact, technology made it as easy as hopping online. And while COVID-19 has highlighted the value oftechnology, especially in the implementation of touch-free travel tech, it has also added a level of complexity, uncertainty and fear. Suddenly ‘human connection’ is at the forefront of our travel experience, and more to the point, the need for guidance, knowledge, experience – and a reliable partner in times of need.

The importance of Human Connection in a Touchless Travel World

Professional adviceReputable TMCs have a wealth of experience. They know which airlines run on time, which connections are the quickest (and most reliable), when transit visas are required and which tickets, (for example, flexible fares) to book.

Today’s TMC isn’t just in the business of booking the odd flight or hotel for a business traveller. A TMC offers comprehensive and personal travel management services that include helping to guide your travel policy, supply an array of quotes and travel options, negotiate supplier deals, provide reporting so you can see what you spend on travel, help consolidate your spend and do your complex travel transactions.

The goal of a TMC is to help you manage your travel better, save time, deliver savings and help ensure the safety of your travelling staff. Plus, partnering with FCBT means gaining access to an travel manager who is specialised in business travel and can put together the best itinerary for your requirements.

Return on InvestmentMany small businesses are feeling the crunch and trying to make savings wherever possible. Often this means relooking at their business travel budget – including the services of a TMC. In reality, any TMC worth their salt should be able to deliver savings. As part of the Flight Centre Travel Group, FCBT has access to deals through their global buying power that individual companies simply don’t have.

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fcbt.co.za