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'How to Guides'
Business travel is often one of a company’s largest costs, yet very few of those in charge of spending the money have received any formal training. Graeme Payne offers some tips which will help to make life easier.
It is usually the case that the most frequent of business travellers know the options and destination detail more than their travel arranger or the travel management company (TMC). Sadly, they also think they can pull the strings when seeking rooms in sold-out hotels or seats on full flights. A frequent complaint amongst travel bookers is that the boss starts the plan off but then hands it over when a tangle appears.
It is, therefore, a good idea to make sure that one person handles an itinerary plan from beginning to end. This avoids mixed messages, uncoordinated arrangements and above all, should ensure that all is within the budget and adhering to the company travel policy.
Budgeting
Usually, it is someone other than the travel arranger who sets the overall budget. The person booking should, however, have an input as it is he or she who is aware of the ever-changing costs.
Travel plans include more than the flights and hotels. Before a proposed itinerary is passed on for authorisation, it should include ALL the probable expenses. These may be meals, entertainment, ground transport, airport drinks, laundry, visas and, with some airlines, in-flight food. Many office costs can be lost in travel expenses and may need to be segregated. These may include telephone, fax and internet usage and other airport or hotel business centre services.
Policy
Every company should have a travel policy which is normally set up in conjunction with a TMC. Not only does this stipulate which airlines, class of travel and hotel grades are to be used but it should also guide the travel arranger in booking ground transportation and airport lounges.
It is usually the job of the TMC to check planned bookings against the policy and advise the budget holder if a traveller is deviating. Often, there is a valid reason for not following the rules but this should be acknowledged at the sign off, rather than wait for the traveller’s expense authorisation, after the trip.
For most staff, travel is not a pleasure and results in anti-social working hours and problems at home. The policy should recognise the effort put in by the team and not be so strict and cost conscious as to erode goodwill and morale amongst the travellers.
Profiles
Every member of staff that travels on company business should have their individual profile that records vital information:
- Nationality
- Date of birth
- Passport number and expiry date
- Visas held and renewal date
- Vaccinations and renewal dates
- Special meal requirements
- Loyalty card details
- Preferred seating
The TMC will normally keep this information on their system and it is essential that the arranger notifies them of any changes to documentation and any special requirements.
Authorisation
When submitting an itinerary plan for authorisation, it should be supported by details of all the costs involved, the reasons for the journey, the names of others in the party and an explanation for any deviation from the company policy.
Some managers will need to know if the intended travel is within budget and what the anticipated revenue outcomes will be. Clearly, every company has a different procedure and degree of control on overseas travel, but in today’s finance and eco conscious environment, allowing unnecessary travel is irresponsible.
At this stage, there should be a check made of any visas that may be required. There are delays of up to six weeks at some consulates and so do not commit to travel spend until a visa has been secured. Any pending visa should be mentioned on the authorisation form so that all parties are aware of a potential problem.
Flights
Normally, the first element of the journey to be booked is the travel itself. It is the flight arrival times that will determine how long the accommodation is required. Many less experienced travel arrangers have been known to book their boss on an eastbound long-haul flight, from London and reserve accommodation for the same day. Not realising that the traveller has been sitting on a plane all night, the hotel records a ‘no-show’ and releases the room. Always check the day of arrival of each flight as well as its precise time.
Travellers normally have their preferred carriers and even seats on an aircraft. Some will change flights rather than be beside the toilet door for 16 hours or more. Fortunately, TMCs and a variety of websites put the travel booker in charge and display the aircraft plans in order that seats may be reserved in advance. Remember that these reservations are merely requests and the airline is entitled to reassign seats for operational or any other reasons.
Nowadays, passengers are occasionally able to reserve exit seats in advance, in order to enjoy more leg-room. This is again only a request and it is the job of the check-in staff to confirm that the traveller is able bodied and capable of handling an emergency if instructed to do so.
Most travellers prefer non-stop flights, but occasionally this is simply not possible and a transfer connection is necessary. London’s airports are amongst the world’s preferred for transfer connections, alongside Singapore, Bangkok and Amsterdam. Always allow long enough for the passenger to comfortably get from the arriving flight to the departing service and as an absolute minimum, ensure that the stipulated Minimum Connecting Time (MCT) has been adhered to.
Beware of airline code shares. Many flights operate with a variety of numbers, each of which has a different airline designator. It is not unusual to look at a departure board and see up to half a dozen flights leaving at the same time to the same destination. This is referred to, in the industry, as a code share. The booker should make an effort to check exactly which airline’s aircraft their traveller will fly on.
As an example, most British carriers, crossing the Atlantic, still offer a variety of menus and complimentary drinks in the economy cabin. In recent years, American carriers have taking to charging for drinks, both on the aircraft an in their airport lounges. Many who have booked on to a preferred carrier to then find they are flying with another may not be happy. It should also be noted that where a flight is operated with a number of code shares, the prices and related fare regulations will differ between each carrier.
Accommodation
Travellers expect accommodation and comforts as good as, if not better than, their own home. If they are expected to spend time away and put up with the hassles of frequent travel, they believe they should be allowed to do so in comfort.
Every business person will have their own preferences and expectations and it is the job of the booker to ensure that accommodation is chosen within the budget and policy, in the right location and with the required amenities. Many people prefer a hotel with a health centre or spa. Indeed such a facility is expected of a four or five-star hotel. In reality though, research shows that only 15% of guests actually use these facilities during their stay.
A hotel is, in many ways, representing the business person and their company. Ensuring that a property is in the right location, of a good reputation and capable of providing quality service for meetings and catering is very important. Today, there are many glitzy, attractive and beautifully designed hotels, but they are sadly let down by shoddy service. A brief look at one of the hotel reservation web sites, such as Tripadvisor.com will bring up a number of independent reviews that will help to make the decision easier.
Also bear in mind that it is the airline, rather than the booker, that normally gets the blame for bad service or delays. With the average European flight taking less than two hours, there is little time for things to go wrong. The boss spends far longer in their hotel than they do on the plane and it is often the travel booker that receives the complaint if their stay was anything other than perfect.
Ground Transportation
Company policy should decide on how the traveller gets to the airport and to their hotel at the destination. The normal procedure is to take a taxi or to drive to the airport in a company car. In most key cities, the public transport to and from major airports has improved in recent years and many centres are connected to their airport by fast train services, which provide a shorter journey time than the often crowded roads.
Watch out for some of the airports served by the low-cost carriers, especially Ryanair. It may well be false economy to choose a very cheap flight to then arrive at an out-of the-way airport with an hour or more bus ride to the final destination. A group of prestigious company directors may well look down their nose at the cost conscious visitor who has to leave early in order to catch a bus to a converted aerodrome.
