BEIJING – The Association of Corporate Travel Executives released a landmark study titled “The Role of Traveller Centricity In Business Air Travel” during the group’s recent Global Conference in Beijing. This report explores five areas in which increased communication between travel managers and business travellers can generate expanded revenue streams and greater savings, while restoring traveller resources. According to ACTE’s Executive Director Greeley Koch, traveller centricity allows travel managers to pick and choose practices best suited to their travellers and their companies, without compromising existing savings programmes.
“This report redefines traveller centricity as more of a fundamental than an option, especially for mature travel programmes which are exhausting traditional means of discounting and cost savings,” said Koch. “It is a growing concept in the Asia-Pacific region, where policies are less impeded by traditional savings metrics.”
This report asks two key questions: a) How can corporations and their carriers work together to improve traveller experience; and b) where do they need to focus to achieve a real shift in traveller satisfaction? ACTE sought the answers by polling 175 travel managers about the factors that influence their choice of carrier, the extent to which they consider the traveller experience, the methods they use to gather traveller feedback, and the quality of their ongoing communications with airlines.
The report identifies crucial areas in which travel manager focus is in less than perfect alignment with traveller preferences. These areas include baggage allowances, the availability of WIFi and power outlets, seat configurations, and the quality of food. However, this is in the context of savings. The whole point of traveller centricity is to maximise traveller performance and the corporate revenue stream, which is the object of every business trip.
The report concludes with detailed recommendations for bridging the travel manager/business traveller objective gap. These include:
- Running a reality check
- Building on productive relationships
- Investigate potential for corporate loyalty programmes
ACTE’s Executive Director Greeley Koch acknowledged the generous support of Turkish Airlines in the research and development of “The Role of Traveller Centricity In Business Air Travel.”