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75 April/May 2019
fit for
purpose
Why traveller wellbeing should
be shaping your travel policy
EXTENDED FEATURE: RAIL TRAVEL (p55-78)
+
Focus on Canada
Serviced apartments
Business travel consultants
Talking Travel: Kevin McCloud
For us it’s A to Z,
not just A to B
Booking? That’s the easy bit.
When it comes to travel –
not just booking travel,
but planning, anticipating
and overseeing every aspect
of a trip – Fello is all
about the details.
Happy to help manage your business travel.
+44 (0)20 7650 3100 | fello.co.uk
ARRIVALS
Contents APRIL/MAY
2019
38
10
34
37
It's a complex industry but managing
your rail spend can be mastered
(p55-78)
60
Extended feature
Rail
travel
£
9
72 6
20
24
Features
14 Traveller wellbeing:
Are companies doing enough?
24 Serviced apartments:
Going from strength to strength
38 Consultants: How expertise can
transform your programme
55 Extended feature: Rail travel
Arrivals
6 Opening Shots
8 Everyone's Talking About...
Aviation emissions
9 The Knowledge:
Boosting traveller satisfaction
10 Six of the Best:
Rooftop venues in London
11 Speaking Out: Data security
Regulars
12 The Business Travel People
Awards: Meet the winner
19 Event report: Advantage Focus
20 The Conversation
22 The Big Picture
34 Event preview:
The Business Travel Conference
36 Technology:
Disruption detection
37 Meet the Buyer:
Key Assets' Suzanne Wade
40 Talking Travel: Kevin McCloud
The Review
43 Ten pages of news, views
and the latest developments
77
82
40 83
Departures
80 On the Road:
Alon Baranowitz
81 Meeting in: Liverpool
82 New Kid on the Block:
Dakota Manchester
83 On Business in: Singapore
84 Focus on: Canada
88 Reality Check
90 Final Word
THEBUSINESSTRAVELMAG.COM
3
ARRIVALS
Welcome
Indicative notes
I'd been expecting to use this page to reflect
on the UK's departure from the European
Union – we even pushed our deadline back
in order to accommodate coverage of the
early aftermath. In hindsight, perhaps we
should have known better than to have
banked on the ongoing Brexit saga (or should that be 'fiasco'?) being
resolved by now. Indeed, even back in September last year, a poll of
delegates at our annual event, The Business Travel Conference, showed
nearly two-thirds thought the UK would not leave 'on time' on March 29.
A second poll revealed only 10% of delegates thought Brexit would not
affect their business.
One travel business that has suffered from "uncertainty around Brexit"
– as well as other economic headwinds – is regional airline Flybe. As its
Chief Executive Christine Ourmières-Widener says in an interview in this
issue (pages 20-21), if she had handled a process within her business as
badly as Theresa May and her government have then she would have
been out of a job a long time ago. Then again, perhaps dogged Mrs May
will be unemployed by the time you read these words.
While Westminster is seemingly absorbed in just one issue, it is reassuring
that life goes on elsewhere in government and this autumn will see the
publication of a white paper that is the "culmination of the biggest and
widest review of the railways for a generation". Rail travel is one of the
most complex cost areas for many businesses, but our extended feature
on the subject (pages 55-78) shines a light on spend management and the
latest developments from operators. Full steam ahead!
the
Businesstravel
MAGAZINE
EDITORIAL
EDITOR
Andy Hoskins
andy.hoskins@thebusinesstravelmag.com
CONTRIBUTORS
Emma Allen, Catherine Chetwynd,
Linda Fox, Dave Richardson,
Gillian Upton & Angela Sara West
JOURNALIST
Sasha Wood
EDITORIAL DIRECTOR
Steve Hartridge
SALES
PUBLISHER
David Clare
david.clare@thebusinesstravelmag.com
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Louisa Horton
DESIGNERS
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PRODUCTION CONTROLLER
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CEO
Martin Steady
Andy Hoskins, Editor
(Print) ISSN 1754-8543. THE BUSINESS TRAVEL MAGAZINE IS PUBLISHED BY
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THEBUSINESSTRAVELMAG.COM
5
ARRIVALS
OPENING SHOTS
Eye-catching images of the latest news and developments
The scope and detail
of this renovation is
designed to ensure this iconic
London establishment is
recognised as one of the finest
hotels in the world”
Mandarin Oriental
hot stuff
The Mandarin Oriental
Hyde Park in London
will fully reopen to
guests on April 15,
finally completing
the most extensive
restoration in its 117-
year history. All 181
rooms have been
upgraded, along with
its ballroom, spa and
public areas, and two
new penthouses have
been added. Work
was delayed after a
roof fire last June.
6 THEBUSINESSTRAVELMAG.com
Sheraton
new look
Sheraton Hotels and
Resorts has unveiled a
new communal lobby
concept to be rolled
out across Europe.
The spaces will include
a ‘community tableʼ
where guests can
work, eat or drink, as
well as private booths
and a coffee bar.
Lowry Manchester
class act
Manchesterʼs most
expensive suite has had
a £700,000 facelift. The
five-star The Lowry Hotel
took three months to
refresh its 2,228ft 2
penthouse, which is a
favourite of A-list
celebrities and royalty.
The suite is priced at
£4,000 a night.
Ascott Citadines
mixing it up
Ascott has extended
its Citadines serviced
apartment brand with
the launch of Citadines
Connect – a line of
business hotels with
selected services. The
properties, debuting in
Sydney and New York,
feature mobile keys, self
check-in kiosks, a Grab
‘nʼ Go F&B offering and
gyms open 24/7.
THEBUSINESSTRAVELMAG.com
7
ARRIVALS
EVERYONE'S TALKING ABOUT...
Aviation emissions
RYANAIR
IS THE ONLY
“TECHNOLOGY AIRLINE NAMED DOESN’T AMONG
RESCUE EUROPE’S YOU TOP BUT TEN IT POLLUTERS,
PROVIDES
CONFIDENCE A CHART OTHERWISE AND VISIBILITY. COMPRISED YOUR
TMC OF COAL-FIRED SHOULD HAVE POWER THE PLANTS. PROCESS
AND PROCEDURES TO RUN REPORTS
HOWEVER EMISSIONS ARE
AND HELP YOU REACH THOSE
GROWING MORE RAPIDLY AT
AFFECTED BY AN INCIDENT”
EIGHT Ewan Kassir, OTHER Head of AIRLINES,
Sales, Clarity
EU DATA SUGGESTS
“Aviation is Europe’s biggest climate failure.
The worst thing we can do is to put all our
hopes in an offsetting scheme that gives
airlines a license to grow indefinitely”
Andrew Murphy, Aviation Manager, Transport & Environment
“AS AN INDUSTRY IT’S IMPORTANT WE WORK TOGETHER TO
REDUCE THE SECTOR’S ENVIRONMENTAL FOOTPRINT. IT’S
REFRESHING TO SEE SO MANY GTMC MEMBERS AND PARTNERS
INVESTING IN SUSTAINABILITY STRATEGIES, BUT WE ENCOURAGE
MORE TO DO SO IN ORDER TO FUTURE-PROOF THE SECTOR”
Adrian Parkes, Chief Executive Officer, GTMC
As we prepare
to expand our
airport, we’re working
with airlines to
encourage fierce
competition for the top
spot of the ‘Fly Quiet &
Green’ league table”
Matt Gorman, Heathrow’s Director of Sustainability
Michael Gill,
Executive
Director,
Air Transport
Action Group
“IT IS ABSOLUTELY INCORRECT TO SAY THAT
AIRLINES ARE NOT TAKING CLIMATE ACTION
SERIOUSLY. AIRLINES ARE HEAVILY ENGAGED IN
SIGNIFICANTLY IMPROVING FUEL EFFICIENCY”
“Ryanair is the greenest airline in Europe. Our CO2
per passenger km is 67g, which is 25% lower than
the other big European airlines. Our environmental
policy commits to further reducing this to 61.4g by
2030 – 31% lower than other big airlines in Europe”
Ryanair spokesperson
8 THEBUSINESSTRAVELMAG.COM
ARRIVALS
THE KNOWLEDGE
How to...
Boost traveller satisfaction
Networking platform LinkedIn was
seeking ways to boost the satisfaction of
its business travellers. Read on to
discover how it went about it.
THE BACKGROUND
LinkedIn recognised that
traveller satisfaction should
be at the forefront of
thinking for travel
procurement today, using
travel policy as a carrot to
attract new talent.
Around 8,000 LinkedIn
employees take regular
business trips, the bill
for which exceeds $40million. But with
LinkedIn's travel policy being just four years
old there were some kinks to be ironed out.
“LinkedIn has a 'non-mandate culture'
where employees take ownership of their
actions,” says LinkedIn's Global Travel and
Event Operations Manager, Leslie Hadden.
“While there is a travel policy, it's basically
just a guide and it wasn't always clear which
suppliers travellers should use. And when
they used their own alternatives it could cost
the company more.”
Critically, however, all these issues led to a
situation where only 64% of LinkedIn's
travelling community were satisfied with
their experiences.
THE RESEARCH
The first step towards
solving a problem is to
make sure you fully
understand it, so LinkedIn
needed to know who its
travellers were, why they
travel, and what information, services,
and amenities they needed to
best achieve their business
travel goals.
To this end, the company launched a
survey and asked all their travelling
employees to complete it. Once it had the
data, LinkedIn could break down the
various issues their people were having and
begin devising solutions.
“Segregating the groups and really
listening gave us a very good understanding
of our travellers,” says Hadden. “We
learned that 44% of LinkedIn travellers are
in sales, products and services who travel
often and care about their budget.
“But in addition to the road warriors,
there are travel arrangers, new travellers,
executives and people in the finance
department who have an interest in travel.
And we learned that travellers were
interested in exploring new accommodation
and travel options – like Airbnb and Uber –
when they were on the road.”
THE SOLUTION
LinkedIn set about
addressing each issue. A
new platform, TravelIn,
allowed the company to
deliver travel messaging
more effectively than
before. In addition, the
inSider platform also
allowed messages to be shared socially
between the company's travellers. The
in-house booking tool was
streamlined
and upgraded with new guidelines and
advice, with satisfaction in booking trips
rising 13% as a result. Within 18 months,
overall traveller satisfaction in the LinkedIn
travel experience had risen to 84%, with
reports of dissatisfaction or extreme
dissatisfaction down to just 4%.
THE CONCLUSION
Traveller satisfaction is
going to continue to be a
hot topic as we move
through 2019. LinkedIn has
shown that by simply
listening, things can be set back on course.
“People are starting to really love our
programme. They're noticing that we're
communicating with them and connecting
with them,” says Hadden. “My goal is to
make travellers happier and more
productive on the road and traveller
engagement is at the heart of that.”
• LinkedIn's Global Travel Manager,
Leslie Hadden, will be hosting a session
on Traveler Satisfaction: Finding The
Balance Between Experience, Productivity
and Cost at ProcureCon Travel 2019, taking
place in May at the Hilton Lake Las Vegas,
Henderson, May 14-15. For more
information see procurecontravel.com
ADEOLU ELETU
THEBUSINESSTRAVELMAG.COM
9
ARRIVALS
SIX OF THE BEST
Six of the best...
Rooftop venues in London
1
THE TRAFALGAR ST JAMES
The go-to central London rooftop,
the Trafalgar St James hotel’s
smart-yet-relaxed bar looks out
over Trafalgar Square. It’s a great
place for cocktails and there are
even cashmere blankets to keep
guests warm on chilly nights.
The glass-enclosed ‘Room’ is
available for private events.
2
3
THE BILTMORE, MAYFAIR
Set to become another sky-high
central London staple, the new
Biltmore hotel’s rooftop bar will
open in well-heeled Mayfair this
spring. The sheltered alfresco
terrace lets visitors take in the
sights whatever the weather.
12TH KNOT, SEA CONTAINERS,
SOUTHBANK
Part of the nautical-themed Sea
Containers hotel, this recently
revamped rooftop bar has a
playful design with space to host
receptions and cocktail parties
for up to 300 people.
4
VINTRY & MERCER’S ROOF
TERRACE, CITY
Named after two historic guilds
and nestled above the city’s
atmospheric old trade halls, the
roof terrace of the City’s newest
boutique hotel is full of charm
with a conservatory-style dining
space and a pretty bar leading to
a patio with views of St Paul's.
6
THE STRATFORD AT MANHATTAN
LOFT GARDENS, STRATFORD
The Stratford opens soon, and
with it a terraced restaurant
and garden, Allegra, on the 7th
floor. Higher up, there will be a
sheltered alfresco enclave on the
25th floor complete with fire pits,
barbecues and bar.
5
THE STANDARD LONDON,
KING’S CROSS
Hip US brand Standard Hotels
is opening its London outpost
this spring. Three new storeys
have been added to its revamped
Brutalist home in King's Cross,
topped by a precipitous bar
accessed by an exterior lift.
10 THEBUSINESSTRAVELMAG.com
ARRIVALS
SPEAKING OUT
Data security
The numbers add up
In a digital world that demands more
rigorous requirements around data
privacy and security, Elyes Mrad considers
the challenges that organisations face
when building more robust systems
We have become accustomed to hearing
about major data breaches in the travel
industry, and although it may appear that
cybercrime is increasingly prolific, it is a more
complex picture than that.
Europe’s General Data Protection Regulation
(GDPR), which came into force last year,
brought in universal breach notification
obligations, while all US states have also
passed breach notification laws. So to some
degree, the apparent rise is because we have
better visibility on cybercrime. But it’s also
true that today those carrying out data
attacks are increasingly better organised and
resourced, so attacks are more sophisticated
and harder to prevent.
GDPR has reinforced the fact that we are
an industry that cares for people on the
move, and part of that care is protecting
their data. So we all need to understand our
responsibilities and what we can do to
mitigate risk at individual, organisational and
at industry level.
When selecting a supplier, it’s vital you put
them through their paces on their privacy
ELYES MRAD
Elyes Mrad is International Senior
Vice President and Managing
Director at American Express
Global Business Travel (GBT). Elyes
heads up commercial business in
EMEA and APAC and is responsible
for driving growth and client
retention strategies in
these regions.
regime – and you should shine the spotlight
on your TMC in particular. Your TMC needs to
share traveller data with a vast network of
travel partners all around the world, so it’s
essential they have a highly robust thirdparty
assessment programme to ensure
those partners meet security standards.
All your suppliers should be able to show
expertise, transparency and a robust compliance
framework. If they have a compliance
regime such as Binding Corporate Rules,
which are approved by the EU data
A traveller's PNR
reveals a lot of
information, yet people often
treat printed itineraries
rather carelessly”
protection authorities, you know you’re
dealing with a company that takes it
seriously. Your attitude with new suppliers
should be: ‘Don’t just tell me what your policy
is; show me and prove you have all the right
controls in place.’
Another area that needs attention is your
strategy for managing a data breach. GDPR
places breach notification obligations – to
individuals and authorities – on the data
‘controller’, rather than the ‘processor’.
If your TMC is contracted as a controller,
you’re in a good position because you have
removed a source of liability from your own
organisation. But if your TMC is contracted as
a processor, the obligation to notify of a
breach remains with you – and you need
clear internal strategies for handling such
notifications procedures.
What else can we do to minimise risk?
Insider threats are one of the biggest factors
in data attacks, not usually because an
employee is deliberately doing wrong, but
because they inadvertently give access or
information to the bad guys.
There is plenty that organisations of all
sizes can do to mitigate this risk, such as
building an identity and access management
programme that minimises privileged access
to sensitive data and monitors activity of
those accessing it.
Another vital area is education. For example,
phishing – fraudulent emails disguised as
genuine requests from trustworthy entities –
is becoming more pervasive and convincing.
So you should put rigorous, regular phishing
training and testing in place, including
sending sample phishing emails to employees.
For organisations with limited resources,
advice on phishing is freely available online
and can be shared with employees.
Another area where education can reduce
risk is in training travellers to be more vigilant
with their own data. A traveller’s passenger
name record (PNR) reveals a lot of potentially
sensitive information about that person, and
where they are travelling from and to, yet
people often treat printed itineraries carelessly
rather than as confidential material. The
same awareness should be applied to
working on laptops in public places.
But while cybercrime makes the headlines,
remember to look beyond the digital
environment at traveller behaviour and
vigilance. Think about this: long before the
advent of the internet, how many company
secrets have leaked out via lively discussions
in planes, trains and bars? Safeguarding
private and sensitive information should be
everybody’s business.
SARA KURFESS
THEBUSINESSTRAVELMAG.COM
11
awards
meet the winner
Martin Hayes-Gleave
Clarity’s Martin Hayes-Gleave was named MICE Manager of the Year
at The Business Travel People Awards 2018
How did it feel to be
named MICE Manager
of the Year at the
awards?
It was a real shock to
hear my name read out!
It was such a surprise
and honour to be nominated, so a win was
completely unexpected.
Tell us about your role and the work
you’ve done that clinched the award.
Working in the MICE business, there's
always plenty to do. Not only does my role
involve managing the team, but I also deal
directly with clients helping to find suitable
venues, manage the event logistics and
working with creative directors to bring
events to life.
What do you particularly enjoy about
your role in the industry?
I love that this role challenges me as I'm
not the kind of person that likes to do the
same thing over and over again. Being part
of the MICE sector means there's plenty of
variety in the work we do. I also enjoy
working not just with my own
team, but with the wider
Clarity business.
What do you think of
The Business Travel
People Awards and
of the winners event
in particular?
It was a spectacular
afternoon, not just for
me but for Clarity as a
whole as we scooped four
awards in total. The event
isn't my usual scene, but the
whole experience was quite humbling. And
the awards are a great way of recognising
the hard work of the people who are often
behind the scenes, rather than the suppliers
and agencies themselves.
The Business
Travel People Awards
recognise outstanding
individuals and teams across
all aspects of the supplier
element of corporate travel.
This year’s award winners
will be announced on
Friday 24th May
What impact do you think winning an
award will have on your career?
Having been nominated by my colleagues
for the award, it has made me feel
really valued and definitely gave
me a confidence boost.
Winning the award has
given me an opportunity
to shine within the
business and get my
name out there in the
wider industry.
What do you think
are the industry’s
biggest challenges?
I think there are a number
of challenges ahead such as
budget constraints. And of course
with the uncertainty of Brexit we have
plenty to prepare for as we book a number
of our meetings and events in Europe. It's a
challenge, but it's one we are absolutely
ready to take it on!
[ NEW DIRECTIONS ]
Members of The Business Travel People
Awards team recently visited the University of
Greenwich to talk to travel and tourism
students about the business travel and events
industry. The event follows last year's
commitment to promoting the industry as an
exciting career path for today's students, who
had the opportunity to pick the brains of
some industry veterans. As part of the
continuing collaboration some of the students
will attend this year's awards ceremony in
London this May.
12 THEBUSINESSTRAVELMAG.com
AWARDS
BE THE FIRST TO FIND OUT THE WINNERS AT THE
BUSINESS TRAVEL PEOPLE AWARDS LUNCHTIME CEREMONY
FRIDAY MAY 24
GRANGE TOWER BRIDGE HOTEL LONDON
With nominations closed and now in the hands of
the judges, you can look forward to the winners
ceremony being held at London’s Grange Tower
Bridge Hotel on Friday May 24.
Tables for 10 people cost £950, tables of 12 cost
£1,140 and individual places can be booked for
£99 (all costs exclude VAT).
Enjoy a drinks reception courtesy of Evolvi Rail
Systems, a fantastic three-course lunch with wine
and a post-lunch drinks party sponsored by ANA
All Nippon Airways as we recognise outstanding
individuals and teams from across the business
travel industry.
RECOGNISING EXCELLENCE
IN BUSINESS TRAVEL
BOOK NOW AT
THEBUSINESSTRAVELPEOPLEAWARDS.COM
Traveller wellbeing
SOUL
purpose
How far should a company go to ensure the
wellbeing of its business travellers? Catherine
Chetwynd examines some of the latest measures
Gone are the days when companies
took the view that employees
who travelled a lot on business
accepted the job on that basis and they
could put up or shut up.
Now, traveller wellbeing is a serious
consideration that requires taking a holistic
view of the individual and is part of duty of
care. It is also a commercial imperative –
employees whose wellbeing is taken into
account perform better; in fact, Nuffield
Health reports that FTSE 100 companies that
monitor wellbeing outperform those who
don’t by more than 10%.
In an article entitled Mental health: a state of
wellbeing, the World Health Organization
defines the condition: “Health is a state of
complete physical, mental and social
wellbeing and not merely the absence of
disease or infirmity.”
Although a traveller’s health is ultimately
the responsibility of the individual, they need
to be equipped with the wherewithal to look
after themselves so that the stresses and
strains of corporate travel do not take their
toll. Such strains include disruption to
routine, difficulty sleeping, the crossing of
time zones and associated effects of jetlag,
too much alcohol and no exercise, eating
badly and being away from home, friends
and family. If staff are exhausted, ill, lonely,
stressed and/or unhappy, they can hardly
perform at their best, and that is before
looking at consequences that include
hypertension, obesity and heart disease, plus
mental health problems such as burnout.
All these things are highlighted in The
importance of business traveller wellbeing in
mitigating risk, written by Dr Lucy Rattrie for
Drum Cussac, which presents a compelling
argument for companies to care about
traveller wellbeing as part of a risk
management strategy.
But looking after travellers’ wellbeing is
difficult because it means different things to
different people and definitions vary within
companies as well. Someone with a strict
training regimen may want to stay in a hotel
with a first class gym, where someone else
may prefer the more sedentary ability to
stream entertainment on a device through
the TV in their room.
The requirements of a non-travelling
employee will differ from those of a road
warrior, and flexibility is key: “Even within
that, there are different types – a 22-year-old
travelling salesman, a 35-year-old traveller
mum and a 60-year-old whose kids have left
home,” says Lucy Rattrie. “Most important is
for the travel manager to ensure the support
they offer is tailored to travellers’ needs, so
individuals can choose from a menu.”
Often, small gestures go a long way and
offering a company subscription to a
meditation or mindfulness app might make
the difference between stressed out and
chilled out to some.
“The cost is £4-£5 per month per employee
and the benefit to mental health will far
outweigh increasing the hotel rate cap by
£10-£20 per night,” says Head of UK Marketing
for Travel and Transport Statesman, Josh
Gunn, whose company has a wellbeing
council and champion, and promotes it
internally. “It is also important to evaluate
company culture and what will fit into that
when you incorporate wellbeing. If you do
something that does not fit, there is a risk it
will be seen as a token gesture,” he says.
Everything a traveller does has an impact
on their wellbeing:
planning a trip,
booking it, doing it
and returning
home, only to have
to catch up in the
office and with family
and friends.
“A better traveller experience
means greater engagement with
the traveller and ultimately greater
compliance, which is the driver to
achieving a corporate client’s goals of
savings, efficiency, productivity and visibility
for both duty of care and supplier leverage,”
says Vice President Traveller Care UK for
14 THEBUSINESSTRAVELMAG.COM
Traveller wellbeing
Evaluate company
culture and what
will fit into that. If you do
something that does not fit,
there is a risk it will just be
seen as a token gesture"
THEBUSINESSTRAVELMAG.COM
15
Travel and Events
We’re with you,
every step of the way.
The safety and wellbeing of your travellers is vitally important to us. With
duty of care being a particular focus for organisations today, we help ensure
you have complete peace of mind by providing access to 24/7/365 support,
helping your travellers, wherever or whenever they need us.
This, combined with our Intelligent traveller tracking technology, supports
your organisation when the safety of your employees is paramount.
We appreciate that travelling on business can often be a stressful affair, but
it doesn’t have to be. We harness the power of behavioural science, which
supports our Smarter working approach to help you cut down on traveller
‘friction’.
We’d love to talk to you about your requirements and how we might be
able to improve wellbeing within your organisation. Speak to a member of
our team to find out more:
0330 390 0340
travelevents@capita.co.uk
capitatravelevents.co.uk
Capita Travel and Events Limited. Registered office 30 Berners Street, London, W1T 3LR.
Registered in England No. 01094729. Part of Capita plc. www.capita.co.uk. All rights reserved.
Traveller wellbeing
American Express GBT, Richard Stabbins.
GBT research published last year found that
94% of UK travellers cited reasons of health
and wellbeing as a justification for booking
business travel out of policy.
These days, how a travel policy is constructed
and communicated plays a role in
recruitment and retention, as Clive Wratten,
CEO of Amber Road explains: “Employers
increasingly realise that a joined up
approach to traveller wellbeing not only aids
productivity whilst travelling for business,
but has a positive impact on retention.
“It’s also starting to boost recruitment too
as we know that the coming generation of
employees rate wellbeing at work as one of
the top five reasons for choosing the
company they work for,” he adds.
While some businesses see a more
flexible travel policy as a
key part of delivering
a wellbeing programme, others are wary of
the financial implications that could result.
Matt Holman, Head of Traveller Experience
at Capita Travel and Events, expands:
“While some customers do see investing in
wellbeing as exactly that [a relaxed or more
flexible policy], we are equally working with
others to continue to bring down costs and
enhance wellbeing.”
He continues: “Allowing flexibility in the
policy will help to engage the travellers
better. If they feel supported, trusted and
able to make decisions that also benefit
their mental wellbeing then the company
will benefit in the long-term.”
Traveller wellbeing should be all about
“prevention and preparation”, says Amber
Road's Wratten. “Employees are corporate
athletes so their physical and mental
wellbeing is crucial to having them operate
at the highest level.”
Wratten says some clients are now
building extra time into travel schedules,
some are encouraging healthier practices
on the road – including better diet and
more exercise – and, inevitably, others are
attempting to use data to monitor employee
health and productivity.
Capita's Holman says many clients are
giving greater consideration to 'trip
intensity' – how often and for how long
people are travelling – and building more
recovery time in post-trip.
Katie Skitterall, ATPI's Director of Sales and
Operations UK, paints a similar picture:
“Intelligence and reporting on the number
of flights taken outside business hours
enables our customers to shape policy,
so that a travel policy can be amended.
Or if a corporate feels that a traveller’s
wellbeing is impacted by their travel,
procedures can be put in place.”
Allowing flexibility
in the policy will help
engage travellers and make
them feel supported"
THEBUSINESSTRAVELMAG.COM
17
Xxxxxxx Traveller Xxxxxxxx wellbeing
If someone is
physically ill it is
usually very visible but if
someone is a bit tired, day in
day out for years, then that is
also going to take its toll"
Providing travellers with some quality
basics is easy for companies to do and
removes a lot of stress from the traveller:
access to lounges, regardless of class flown;
reliable, high-speed wifi in hotels – not just
for working but so that travellers can Skype/
Facetime with family; convenient online or
mobile check-in – these are all services that
can be easily and inexpensively organised.
Some clients of Areka Consulting removed
from policy the need to refuel cars to reduce
traveller friction when returning vehicles.
“They decided that refuelling isn’t a big
ticket item compared to the stress of finding
the petrol station and the extra 15 minutes
it takes to do it,” says Areka Managing
Partner, Louise Miller.
Travel policies are not necessarily
becoming less strict but they are becoming
more flexible to allow for the variety of
individuals on the move. And although the
corporate emphasis is still on cost saving,
there can be a corollary. Downgrading longhaul
travel from business class to economy
can save a lot of money but if someone who
is travelling in economy has to go straight
into a meeting on arrival, they are not going
to give their best or get the best out of the
meeting. This can be mitigated by giving
them time to recover on arrival and a day
off when they get back, rather than going
straight into the office.
When it comes to accommodation, location
rightly comes first. It needs to be in a safe
area and close to the people or site that
travellers are visiting.
“People pick accommodation because it is
in the right place but they go back because
of the service they get,” says Hotel Product
Manager for FCM, Rachel Newns. Loyalty
schemes also play a part. “One customer
encourages hotels to boost employees to a
higher status. Travellers are happy with the
additional benefits and are loyal to the
programme, plus the hotel chain is getting
the business and leakage is reduced.”
Measuring travellers’ wellbeing is essential
to caring for it but people may not want to
answer numerous questions about their trip
on return. In addition, if they are feeling
tired and negative and depressed, they may
not want to discuss it or do not even view it
as a problem – it just goes with the territory.
“If someone is physically ill there is big
focus on it but if someone is a bit tired, day
in day out for years, it is going to take its toll.
You don’t have to be physically or mentally
unwell to need some support,” says Lucy
Rattrie. The advantage of companies
providing an external person to talk to is
that they are impartial and people will often
speak freely to them when they might not
do so to someone in the office.
It is important that travel managers do not
try to tackle this alone. Firstly, it is too great
a task, and secondly, it should involve HR,
senior executives, procurement and risk
departments, otherwise there is a risk of
disjointed and ineffective communication.
“We say to our travel managers that they
must get their own oxygen mask on before
you start helping others,” says Josh Gunn.
Anyone who is not looking after themselves
is in no fit state to look after others.
Concern for business travellers’ wellbeing
means taking a holistic view of the individual
and investing in that to ensure they know
the negative impact of business travel is
being mitigated and that, crucially, they are
being looked after.
18 THEBUSINESSTRAVELMAG.COM
ARRIVALS
EVENT REPORT
Advantage Focus Partners
The detail is in the data
With Brexit banned from the agenda at
the Advantage Focus Partners recent
meeting, the emphasis was instead on
data sharing, market intelligence and
how it can be used to benefit TMCs and
their clients. Sasha Wood reports
“The good, the bad and the ugly” of data
strategy in the travel industry was the main
topic of discussion at the Advantage Focus
Partners meeting held at the Park Plaza
Riverbank Hotel in London on April 1.
IATA’s Senior Manager for Business
Intelligence Projects, Juan Oliver, kicked off
with a presentation covering IATA’s Direct
Data Solutions (DDS) programme, an
aviation data hub currently in development.
He said IATA is in the unique position of
managing wide data sets across international
borders so the organisation is taking the
opportunity to create ‘data lakes’.
Combined with technology and business
knowledge, it could be a huge force for good
as a source of market intelligence for TMCs
and their clients. Discussing the challenge of
building data systems, he said “it becomes
ugly when we have home rules and
regulations across the globe”.
Travelogix CEO Chris Lewis, meanwhile,
took to the stage to talk about the IT
developer’s new Farecast tool aimed at
making it easier for TMCs to analyse airline
data. The data collection platform has
already been installed at 58 member
organisations, where commercial teams can
create different data sets to examine market
behaviour and make informed decisions.
Demonstrating the product, Lewis said:
“It gives you the organisation and data
required to give you the edge over your
competitors.” Mark Colley from Sunway
Travel, which has been trialling the tool, said
it has already been useful to the business.
The GTMC's CEO, Adrian Parkes, followed
up with a lively presentation on how TMCs
can use data to understand customers and
their needs, understand the competition,
and think beyond the transaction.
“The data is an enabler. The value of the
data is not the data itself but what you do
with it,” he said. The overall message from
the afternoon was that TMCs need to
embrace data or risk being left behind.
FACTS & FIGURES
• $1.3 trillion: the value of
the business travel market
• 25,000: the number of
TMCs worldwide
• 2.2 billion: the number of
business trips booked a year
• 40%: the percentage
of trips booked
independently
WISE WORDS
“DON’T LET THE LIKES OF
GDPR, PCI AND ALL OF THE
OTHER BUZZWORDS SCARE
YOU OFF DATA. IT’S
ABSOLUTELY CRITICAL THAT
TMCs EMBRACE DATA AND
USE THE RIGHT PLATFORMS
TO CONSOLIDATE IT, ANALYSE
IT AND MAKE CHANGES”
CHRIS LEWIS, CEO, TRAVELOGIX
20TH ANNIVERSARY
Advantage Focus celebrated
its 20th anniversary with
an evening reception and
dinner for its TMC members
and partners at Altitude
London, high above the city
THEBUSINESSTRAVELMAG.COM
19
THE CONVERSATION
Chief Executive, Flybe
CHRISTINE ourmiÈres-widener
The regional airline’s CEO talks to Andy Hoskins about its turbulent times,
and now, its fresh future under a Virgin Atlantic-backed consortium
Earlier this year Flybe was within
a day of going out of business,
a scenario its Chief Executive Officer
Christine Ourmières-Widener not
surprisingly describes as the toughest
experience of her career to date.
“It was so close,” she says, “but the outcome
is phenomenal. It was a complicated process
but we are very proud because we saved the
company and the jobs of 1,500 employees.”
Connect Airways, a consortium comprising
Virgin Atlantic, Stobart Group and Cyrus
Capital, was Flybe’s knight in shining armour,
purchasing the airline at a price its shareholders
were in no position to reject.
“It was a low share offer but we had to sell
for 1p [per share] or the company would
have disappeared,” says Ourmières-Widener.
She joined the airline in January 2017 and
although aware of the challenge that she
faced, she could not have foreseen the extent
to which it would worsen.
“When I joined it was obvious we had
service issues and we launched a strategy to
shrink the fleet to improve the revenue and
optimise our cost structure,” she explains.
“We worked a lot on improving revenue per
seat – and the results have been quite
impressive – and on our load factors too.
When I joined these were in the high 60s and
now we are more mid-80s.”
The airline was also dealing with “legacy
issues” including cumbersome historic
contracts. The situation worsened as shorthaul
markets softened, fuel costs rose and
foreign exchange rates started to bite. A
profit warning was issued in November last
year and credit card companies subsequently
became more cautious, withholding users’
payments to the airline.
“We started to see restricted cash,” says
Ourmières-Widener. “We were sitting on
more than £50million of cash but we couldn’t
use more than £10million of that.”
The message now, however, is very much
“business as usual” for Flybe while work goes
on behind the scenes to plot a path forward.
The airline is expected to be rebranded
under the Virgin name but will function with
a separate management team and fly under
its own Air Operator Certificate.
We need people to feel
empowered to take the
next steps. It has been a tough
time and very emotional for
some people”
The airline is currently subject to EU
derogation conditions following the takeover,
meaning it is relatively restricted in what
changes it can practically implement.
“We are expecting clearance in June or July
and that’s when you can expect some
announcements,” says Ourmières-Widener.
“We just had a kick-off last week with our
main stakeholders where the message was
'the future starts with us' because we need
people to make sure they feel empowered to
take the next steps. It has been tough and
very emotional for some people.”
The Flybe CEO says there are “no plans” to
make redundancies, but its fleet and network
streamlining will continue. “We need to
decrease the fleet. We have already said we
want to work with our new shareholders to
decide the next steps but first we must shrink
whilst keeping the backbone of our fleet.”
For now, its summer operation includes
routes into Heathrow from Guernsey, the Isle
of Man and Newquay, as well as flights from
Edinburgh and Aberdeen. And it is Flybe's
“backbone” of 78-seat Bombardier Q400
turboprops that make such routes feasible
where others before them have failed –
including Virgin’s Little Red operation.
“There's a massive difference between
what Virgin [Little Red] did at Heathrow
and what we're doing,” says Ourmières-
Widener. “We are the only operator of
turboprops into Heathrow.”
It is clear that Flybe’s feeder traffic from
the regions into Virgin’s long-haul hubs at
Heathrow and Manchester has helped secure
its future under Connect Airways.
Flybe currently operates from Heathrow
Terminal 2 and Virgin from Terminal 3,
“but we will see what is possible”, says
Ourmières-Widener regarding co-location.
“We want to give to our common customers
a fantastic experience and I agree the
experience on the ground is critical.”
Flybe is shaping up for its next phase but
other airlines have not been so fortunate,
including Flybmi and Wow Air which both
ceased operations this spring.
“It is absolutely a trend,” says Ourmières-
Widener. “We have been through it so we can
see the pressures and the challenges, and I
strongly believe we will see more consolidation
in Europe. In the UK, uncertainty
around Brexit really has not helped.”
• On the day this issue of The Business Travel
Magazine went to press Flybe announced it
will cease all jet operations this October. Its
Q400 turboprop aircraft will continue to
operate across the network.
20 THEBUSINESSTRAVELMAG.com
THE CONVERSATION
spotlight
How has Brexit played a
role in Flybe's fortunes?
Let’s call it the 'B-word'! It's
a massive disappointment.
The impact of Brexit on the
business is real and it’s not
finished. I’m not sure we
will ever be able to really
understand the true
impact, but businesses in
the UK are resilient. They
will survive and thrive or
adapt, but it is an additional
pressure that no one needs.
Deciding to leave or not is
just a decision – it is the
way you do it and the way
it is implemented that is
crucial. If I had managed
the process of Brexit like
this in my company I would
not have a job anymore!
CHRISTINE OURMIÈRES-WIDENER
Christine Ourmières-Widener started her career in
aviation in the maintenance department of Air France
before working her way up to become the airline’s UK
and Ireland General Manager and later Vice President
in New York. She was Chief Executive of CityJet from
2010 to 2015 and then Chief Global Sales Officer for
American Express Global Business Travel before
joining Flybe as CEO in January 2017. She has a
Masters in Aeronautics and an MBA from ESSEC
Business School. In June 2018 she was voted on to the
IATA Board of Governors.
Tell us about how your
career in travel began...
I trained as an engineer
and have a Masters in
Aeronautics and I still feel
good when I visit an aircraft
hangar! I'd like to see more
girls interested in maths
and physics and we could
be doing more in the UK
and rest of the world on
this. We have launched our
flyShe initiative to inspire
more girls to join the
industry as pilots and
engineers and it is good
there is a lot of attention
on diversity right now. If we
don’t embrace female
pilots we are restricting
ourselves to recruiting from
49% of the population – it
wouldn’t make sense. I am
one of two females on the
IATA Board of Governors
right now, but hopefully it
will be more soon.
THEBUSINESSTRAVELMAG.com
21
THE BIG PICTURE
Bleisure centre
TOKYO
PAWEL NOLBERT
Japan’s neon-lit capital
has been named Asia’s
best bleisure destination
in a new study from the
Economist’s Intelligence
Unit. Tokyo was ranked
first for its unbeatable
combination of stellar
business facilities and
leisure appeal, while the
manicured metropolis
of Singapore came in
second and Hong Kong
was placed third.
22 THEBUSINESSTRAVELMAG.COM
ADVERTISEMENT FEATURE
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24 THEBUSINESSTRAVELMAG.com
SERVICED APARTMENTS
RAISING
the roof
As serviced apartment stock booms and suppliers become
more innovative, should corporates be moving more of their
spend into the sector? Catherine Chetwynd reports
T
he serviced apartment sector goes
from strength to strength: larger
European operators have grown
at an average of 6.1% per year in unit
numbers, a figure that is due to escalate
to 39.4% before the end of 2022,
representing more than 13,000 units.
And the UK accounts for one-third of
planned European growth.
Accor, Staycity and SACO are main
contributors to this, largely thanks to their
lifestyle-focused brands, according to Savills’
Spotlight, European Extended Stay Market
report. Main UK cities of interest are
London, Manchester and Edinburgh. And
Dublin, to date desperately short of stock,
is expected to grow by 1,484 units in eight
projects by 2022, including several projects
from Staycity and SACO’s Locke.
Further opportunities for serviced
apartment operators include a group of
high-growth cities: Oslo, Stockholm, Madrid,
Edinburgh and Dublin, plus Tallinn, Warsaw,
Sofia, Berlin, Budapest and Porto, according
to Savills, Oxford Economics and official
local tourist office statistics. Favoured
destinations tend to be those where there is
notable tourist arrival growth and a strong
GDP outlook, so operators can tap into both
the leisure and corporate markets.
Although the sector has become a
recognised asset class, the main deterrent
for investors is the lack of purpose-built
stock, although operators are now pursuing
expansion through new development.
Staycity’s acquisition of developer Pretique
is a good example. It will build its own sites,
alongside those with partners, to secure
sites and stop having to acquire leases.
ZOKU
THEBUSINESSTRAVELMAG.com
25
One agency 7 global offices
1,096,547 serviced apartments in more than 160 countries
Powered by
SERVICED APARTMENTS
STAYBRIDGE
It is important to
reassure corporates
that apartments are safe and
secure, and being part of the
ASAP accreditation is a great
support with this”
Meanwhile property entrepreneur
Stephen Vernon recently acquired a 5%
shareholding in Staycity and has become a
non-executive director, all with an eye on
boosting its expansion programme.
Further evidence of this trend is the level
of applications for the job of Chief Executive
at SACO, which was landed by Stephen
McCall, former Chief Operating Officer
Europe at IHG, plus the appointment of
Cycas’s first Chief Executive, Matt Luscombe,
a former Chief Commercial Officer at IHG.
“We are finding loads of exciting
opportunities,” says Native Chief Executive,
Guy Nixon. “We have grown up; we are clear
about what our brand is and have become
easier to work with.”
Supporting these strong signs is the
sector’s greater traction with corporates.
Research released by ASAP and Business
Travel Show found that among the 134
corporate buyers polled, 29% increased
serviced apartment booking in 2018.
Adagio notes that smaller companies,
formerly less visible, are showing new needs
and are potential clients.
Frasers Hospitality COO EMEA Rebecca
Hollants van Loocke says: “There is still work
to do and making sure corporates see the
apartment sector as an alternative is key.
“It is important to reassure corporates that
apartments are safe and secure, and being
part of the Association of Serviced
Apartment Providers (ASAP) accreditation is
a great support with this. RFPs need to be
adapted for longer stays and accommodate
all that an apartment has to offer.”
Badge of honour
ASAP accreditation is proving a success for
suppliers and their clients alike. “Two have
confirmed that they have recently won
contracts on the back of accreditation and
five organisations that left us when we went
100% accredited at the end of last year have
said that they have lost business and want
to come back,” says ASAP Chief Executive,
James Foice.
“We are also seeing a rise in the number
of corporate buyers who are opting to book
only via accredited apartment providers.”
However, Oakwood Managing Director
EMEA, Ken Moore, insists companies need
to ‘socialise’ the inclusion of serviced
apartments into travel programmes. “It is
not as simple as ‘if you build it they will
come’. There is a robust middle step
required so that employees understand the
benefits and change behaviour.”
Reluctance to book serviced apartments
may be a hangover from the days of fixedterm
stays, self check-in and no welcome.
“The sector has a lot of myths to dispel
and is working hard to do this,” says COO of
SACO, Nick Barton. “Today’s easy to book,
flexible models, such as aparthotels and
new lifestyle brands like Locke, which cross
over with hotels, are putting the sector on
the map for both converted buyers and
those who have been reticent to date. This
is coupled with the clamour for Airbnb from
corporate travellers – and not always from
the millennial generation either.”
Evidence of corporate faith in serviced
apartments comes in the form of EY’s
booking of between 180,000 and 200,000
nights a year through its long-stay vendors.
These are generally used for those on
project work and people relocating, who are
looking for somewhere to live long term.
Transient travel is a smaller proportion of
the whole.
ADAGIO
THEBUSINESSTRAVELMAG.com
27
Los Angeles
Rio de Janeiro
Mexico City
Chicago
Oakwood ® Knows Dublin
Shanghai
Dubai
London
Tokyo
Berlin
Peter A.
Prefers to
be close to
the office
Likes
cooking, loves
dishwashers
Enjoys
jogging by
the river
Desires
a dining
area fit for
entertaining
No matter the journey, Oakwood ® is always the perfect
destination. Our global footprint, regional presence and local
market knowledge gives us the flexibility to customise our serviced
apartment solutions to best suit your business requirements, wherever
your job may take you. That’s how we ensure every road leads to
Oakwood ® .
Wants
room for
relatives with
weekends to
spare
Call or visit us online to see how we can help you today.
Oakwood.com +44 (0) 20 7749 4460
OakwoodUK@Oakwood.com
© Copyright 2018 Oakwood. All Rights Reserved
SERVICED APARTMENTS
While 89% of bookers
like to research
online, they much prefer the
reassurance of dealing with
a knowledgeable consultant,
especially when dealing with
long-stay bookings”
AIRBNB
DURHAM BOUTIQUE APARTMENTS
“We generally encourage people to use
serviced apartments if they are spending
five nights in one location – less time than
that and they would stay in a traditional
hotel,” says EY’s Global Supplier Leader,
Travel Meetings & Events, Tim Nichols.
“They book through our TMC or intranet
site, which goes through to the vendor for
completion of the leasing process. Last year,
we implemented an innovative online
booking platform for long stay, which
provides instantaneous online booking for
serviced apartments in the US, London and
elsewhere, and which gives a quick
connection between vendor and traveller. It
is much more efficient and we get great
feedback from travellers.”
Ask an expert
Serviced apartments comprise a relatively
small proportion of overall travel spend but
still represent significant sums of money.
As was highlighted in the latest Global
Serviced Apartments Industry Report
(GSAIR), travel managers are increasingly
turning to their TMCs/agents to manage this
service, which enables cost and traveller
tracking to be consolidated into established
reporting tools.
And TMCs are working more with
specialist providers to procure serviced
apartments due to the idiosyncrasies of the
sector. As TAS Chief Executive Charlie
McCrow points out, this is largely due to the
lack of visibility of serviced apartments on
the GDS, for reasons such as difficulties in
identifying properties (names don’t always
give it away), lack of availability, cancellation
charges and the requirement for a higher
touch as traveller preferences and other
personal details are expected to be
managed in more detail.
Stay extensions also stand in the way of
booking serviced apartments online, as they
are often arranged direct at the property,
causing fractured information for reporting,
traveller tracking and duty of care.
“When we relaunched our website a few
years ago we carried out some research
which showed that while 89% of bookers
like to research online, they much prefer
the reassurance of dealing with a
knowledgeable consultant, especially when
dealing with longer stay, high value
bookings,” says Select Apartments Managing
Director, Simon Morrison.
“And if for any reason something does go
wrong with a booking, it can be easily
rectified, which is not always the case with a
GDS. The biggest plus is that we guarantee
a one-hour turnaround to all enquiries.”
ASCOTT LYF
Confident approach
Like the sector it represents, ASAP is also
going from strength to strength. “Through
the formation of a global alliance, we’re
looking to drive this understanding
worldwide, while also utilising our newly
launched directory as a portal for visibility
at stayingwithconfidence.com – both will
help to ensure minimum standards for
guests as we bid to safeguard the
reputation of the industry,” explains Foice.
“By getting more associations on board,
we’re hoping to increase the level of traction
among the corporate buyer community on
a global scale,” he adds.
Similarly, the big players are also
highlighting standards and facilities. For
example, apps that allow mobile check-in
contain an electronic key to apartments and
allow guests to communicate with front
desk or housekeeping are beginning to take
hold in the sector: SACO already does this
while Cheval Residences will roll out mobile
keys at Gloucester Park when it reopens
after a refurbishment later this year.
Frasers’ app will allow online mobile
check-in, serve as a key and enable
requests. “Local information is appreciated
by guests and apps offering concièrge
services, 24-hour chat, booking engine
capability and other functions such as food
delivery are extremely valuable in our
industry,” says Hollants van Loocke.
House of Fisher recently upgraded its
online booking engine to provide a more
efficient, customer-friendly service. “It crosssells
the locations better, offering a solution
that fits date range and/or price and
promotions; and we are able to offer
THEBUSINESSTRAVELMAG.com
29
SERVICED APARTMENTS
long-stay discounts and details for
anyone looking at 28 nights or more,” says
Managing Director, Trine Oestergaard.
Also seeing an increase in online bookings
of 28 nights or more, both direct and via
OTAs, is SACO. This is partly due to
improvements in direct booking platforms
and because shoppers are becoming more
comfortable with larger online spend. On
the B2B side, the industry is trying to bring
longer-stay business such as projects,
relocation and secondment bookings online
to help meet more demanding SLAs.
“This is in its infancy but could grow
substantially as booker/guest generation
become more millennial,” says SACO’s
Barton. “Part of this is also influenced by
travellers’ being given more freedom – for
example, given a budget and told to book
what they want, rather than being
constrained by managed travel programmes
that dictate preferred suppliers and are
bound by traditional norms.”
Jo Layton, Director of Bloom Mobility
Consulting and Corporate Apartment
Programmes Worldwide (CAPWW), agrees:
“Corporate clients are definitely seeing the
benefit of accessing availability and online
booking for travellers in the long stay space.
But there are barriers, she adds: “In many
global locations a signed lease is required
by the operator for the unit. Whether this
lease is signed directly by the traveller or on
behalf of the traveller, this requirement can
quickly halt the opportunity of a fully online
global programme and can prove expensive
if not managed correctly.”
Meanwhile, Adagio’s new internal data
system records guests’ preferences and
NATIVE
Apps offering
concièrge services,
24-hour chat, booking engine
capability and other functions
such as food delivery are
extremely valuable”
makes them accessible to all properties,
allowing hotels to prepare personal touches
before guests arrive. And Oakwood is
undertaking a three-year digital
transformation, which includes the next
generation of accommodation management
tool ‘epic’, a recently launched mobile app
and oakwood.com. Meanwhile, a
partnership with TravelClick will deliver
greater streamlining with fewer points of
contact on the reservations platform, realtime
booking and more transparent pricing.
New world order
The growth of dual-branded properties and
having to meet the needs of ever-more
demanding clients are two of the biggest
trends in the sector.
Adagio has noted a contradictory approach
from guests – calls for relaxation and yet
more connection, for more personalisation
and more privacy, and the desire to live like
LOCKE
locals while sticking to their usual habits.
The brand will be launching premium
apartments and has just initiated a
breakfast that combines a hearty buffet in
situ or an Adagio-to-go service that is picked
up from reception.
SilverDoor has opened its Americas
headquarters in Denver, Colorado. “With
offices in the UK, US and Singapore, we are
now able to offer our clients a 24-hour
global account management service,” says
Commercial Director, Stuart Winstone.
Meanwhile, Native recently achieved an
‘Excellent’ BREEAM sustainability rating for
Native Bankside, illustrating the company’s
commitment to cutting its carbon footprint.
Dual-branded properties continue to
provide complementary services, with
shared investment cost for brands, bigger
ROI for investors and consolidated back-ofhouse
operations delivering savings of up to
15%. At the same time, guests get more
choice and increased opportunities for
earning loyalty points.
Developments include Paris Hyatt Place/
Hyatt House, which is under construction at
Paris Charles de Gaulle Airport (2020).
Holiday Inn in Cardiff will be refurbished
and gain a 75-unit Staybridge Suites and
Moxy/Residence Inn opens in Slough
alongside residential apartments.
“It’s easy to see how Moxy’s bar will appeal
to locals as well as hotel guests and how
30 THEBUSINESSTRAVELMAG.com
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At a time when
the retail world is
struggling, we continue to
come across conversion
opportunities as former
department stores come
onto the market”
BRIDGESTREET MODE
the wider development will add new life
to the town centre,” says co-founder of
Cycas, John Wagner, who draws parallels
with Cycas’s Holiday Inn/Staybridge Suites in
London’s Stratford, where guests benefit
from the Westfield shopping mall on the
doorstep and the hotels benefit from the
retail teams that visit the stores.
“At a time when the retail world is
struggling, we come across conversion
opportunities as former department stores
come onto the market,” he explains.
“We’re increasingly seeing that
incorporating hotels into mixed-use
developments and regeneration schemes
can help inject new life into town centres.”
Great technology, smaller rooms and
more focus on mid-term stays contrast with
reduction in average length of stay, possibly
reflecting a more cautious approach and
reduced confidence, thanks to Brexit.
The ‘B-word’ has also seen some
businesses holding fire on projects, pending
the outcome of the negotiations, and while
shorter lead times put on pressure, an
appetite for new brands (SACO's Locke, for
example) maintains the buzz.
Globally, Oakwood sees huge potential in
Africa, particularly the Nigeria-Kenya belt,
and like many in the sector is focusing on
emerging markets and key gateway cities in
Europe such as Frankfurt, Paris, Dublin,
Amsterdam, Geneva, Warsaw and London,
plus other UK cities.
And although many companies continue
to focus on cost, a worldwide upsurge in
growth markets is transforming the global
economy, leading to corporate demand for
extended travel and long-term relocation
programmes. In addition, “Multi-family
housing (US) or private rental sector (UK) is
of growing interest to developers,” says
TAS’s McCrow.
Access (Accor): Saclay, Montpellier.
Adagio: Paris, Lille, France; Casablanca,
Morocco; Bremen, Germany; Sutton, Leicester,
UK; Doha, Qatar; Jeddah (x2), Jizan, Saudi
Arabia.
Cheval Residences: London – Gloucester Park
reopens after a 20-month refurbishment.
Element: Frankfurt Airport.
Frasers Hospitality: Fraser Place Puteri Harbour
and Capri by Fraser Johore Bahru, Johor,
Malaysia; Fraser Residence Orchard, Singapore;
Fraser Suites Hamburg; Fraser Suites Akasaka,
Tokyo; Capri by Fraser Liepzig, Germany.
House of Fisher: Fleet Serviced Apartments, UK.
Native: Native Manchester, with openings to
follow in Birmingham, Bristol and Leeds.
Oakwood: The Oakwood Showroom, Singapore,
heralding the next generation of serviced
apartments; Oakwood Arlington, Virginia, US,
Oakwood Chicago River North, Illinois, US.
Oakwood Apartments, Sanya, China; Oakwood
These large residential buildings can be
compared to the mansion blocks in London
such as Chelsea Cloisters, Nell Gwynn House
or even Grosvenor House. They offer more
services than the typical residential landlord,
including bicycle stores, gyms, reception
desks with porterage, function rooms and
support services such as cleaning and highquality
concièrge.
“These will typically be long-term rentals
but this is a rapidly growing sector in the UK
specially,” explains McCrow.
More controversially, Cheval’s George
Westwood suggests the sector could
[ NEW BRICKS IN THE WALL ]
A selection of confirmed openings for 2019
Hotel & Residence Phnom Penh, Cambodia;
Oakwood Residence Hanoi, Vietnam.
Quest Apartments: Liverpool, its first location
outside Australia.
Roomspace: Lisbon, Portugal; Madrid, Spain.
Roomzzz: Harrogate, York and Liverpool.
Staybridge Suites: Heathrow Airport.
Staying Cool: Manchester.
Staycity: Wilde aparthotel, Edinburgh; Marne la
Vallée, near Disneyland Paris; Venice, Berlin and
Manchester follow.
SACO: Broken Wharf, London.
The Ascott Limited: Citadines Islington London,
UK; Citadines Sloterdijk Station Amsterdam, NL;
Citadines Confluent Nantes, France.
YotelPAD: San Francisco; London Clerkenwell,
Edinburgh, Glasgow, UK; Istanbul Airport;
Singapore Changi Airport; Amsterdam, NL;
Dubai Business Bay, UAE; Porto, Portugal.
• Space prevents a broader list of activity but
brace yourself for 2020…
become more relaxed in its approach: “We
will start to see a mixture of short- and longterm
stay, five-star and four-star properties
with common areas and a community
workspace such as WeWork all under one
roof. Consumers are driving this change.”
To cater for the demands of consumers
and the speed at which the market evolves,
operators and developers are going to have
to be nimble to keep up. Technology will
continue to play a major role in the industry
but service is also essential – robotic
vacuum cleaners may make customers smile
but robotic receptionists will not.
32 THEBUSINESSTRAVELMAG.com
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Untitled-1 1 22/03/2019 09:58
EVENT PREVIEW
The Business Travel Conference 2019
a forum for buyers and
suppliers to tackle their
travel issues
Navigating
the future
Reserve your place at The Business Travel Conference
and find out if you qualify as a hosted delegate
Corporate travelʼs must-attend event
– The Business Travel Conference 2019 –
returns to the Hilton London Bankside
this September.
The packed two-day programme brings
together all the key players from the TMC
and meetings sectors together with
representatives from airlines, tech suppliers
and hotels, and once again promises
thought-provoking business sessions,
entertaining speakers and valuable
networking opportunities.
And with preparations well under way,
we are pleased to confirm two of our
keynote speakers.
Conservative MP Gillian Keegan will open
the event on September 17, marking a
return to the familiar. While she now
represents the constituents of Chichester,
Gillian spent much of her 27 years in
business working in travel, including spells
at Mastercard, Amadeus and Travelport.
A knight on the road
Having heard from a former industry
insider, it makes sense that delegates learn
more from someone on the client side of
our business. And you wonʼt find many who
have covered more business miles than
Sir Trevor McDonald.
The award-winning journalist will be our
keynote speaker on September 18, and he
is promising plenty of tales about his life on
the road (and in airports!). During his career
Sir Trevor has been present at some of the
worldʼs major historic events, including the
fall of the Berlin Wall and the release from
prison of Nelson Mandela.
The veteran newsman has also sat across
the table from Colonel Gaddafi and Saddam
Hussein, meaning he's unlikely to be phased
Sir Trevor has sat
across the table from
Colonel Gaddafi and Saddam
Hussein, meaning he is
unlikely to be phased by any
questions he might get from
the audience!”
“Network with more than
60 leading travel suppliers in
the private exhibition"
by any questions from the audience!
The Business Travel Conference is also
pleased to announce our event charity –
the London Taxi Drivers’ Charity for
Children. Visitors will be able to find out
more about its valuable work and we will be
raising money through our raffle in the
Tuesday Drinks and Canape reception.
Sign up today
Corporate buyers and arrangers can sign
up for complimentary visitor passes at
thebusinesstravelconference.com.
Delegate feedback is helping shape the
conference programme, which again will
feature the popular ‘silent conference’
headphones so visitors can dip in and out
of the sessions between meetings in the
exhibition, which will feature more than
60 travel and meetings suppliers.
LTDCC, which began
in 1928, runs
recreational events
for disadvantage
youngsters
34 THEBUSINESSTRAVELMAG.COM
EVENT PREVIEW
'The FREE-to-attend two-day event
will once again be limited to 200 verified
travel managers, bookers and PAs'
When?
Tuesday 17th & Wednesday
18th September, 2019
Where?
London Hilton Bankside
To register
and to fi nd out if you
qualify for a hosted place...
thebusinesstravelconference.com
Book a stand
kirsty.hicks@bmipublishing.co.uk
Tel: 07747 697 772
THEBUSINESSTRAVELMAG.COM
35
TECHNOLOGY
[ DUTY OF CARE ]
DISRUPTION DETECTION
Can TMCs use data and artificial intelligence to improve traveller wellbeing
and duty of care processes? Linda Fox reports
Duty of care and traveller
wellbeing are considered the
two biggest challenges for
business travel buyers in 2019.
A survey from Traveldoo released earlier
this year reveals 73% of buyers ranked duty
of care as the biggest challenge, followed by
traveller wellbeing at 70% and data security
at 65%. The finding is supported by similar
research from FCM, which showed duty of
care remains high on the agenda this year
alongside distribution concerns and data.
The travel management company also
stresses the increasing need for TMCs to
incorporate data into traveller safety, no
matter which booking channel is used.
With so much talk about machine learning
and artificial intelligence, as well as other
emerging technologies such as augmented
and virtual reality, TMCs are beginning to
explore how they might make best use of
these developments.
One TMC sees applications for AI and
machine learning in predicting the likelihood
of disruption and being proactive in finding
alternative travel arrangements.
Sarah Hale, Director of Engineering at Click
Travel, says it is already exploring the use of
AI with its travel assistant to help determine
what responses to queries can be
automated depending on how frequently
they are asked and the speed with
which they can be resolved.
“The tech is going to have to advance
to become truly useful in these scenarios,
but it’s exciting to think these opportunities
may be part of the standard travelling
experience in the future,” says Hale.
Risk mitigation
business Drum
Cussac believes
machine learning
has the potential
to revolutionise
how companies approach and manage risk.
In its Future of Risk report the company’s
Chief Technology Officer, Alistair Wyse, says
technology could be employed to tailor
alerts to specific travellers as opposed to
the more blanket approach used today.
Wyse says machine learning can be used
to identify who may be impacted by an
incident based on their location, as well as
past behaviour such as mode of transport.
He also sees potential for machine
learning in pre-travel training which draws
on detailed profile information including
past behaviour and experiences.
The company goes a step further by
imagining how augmented reality might be
used with machine learning to provide
travellers with a virtual overlay of risks in
real time and in an area they are visiting.
It also foresees a scenario for security
managers to use virtual reality to review
incidents and fine tune response.
While much of this may still sound
science fiction, a number of
companies have incorporated
emerging technologies into
prototypes. Concur, for example,
released details last year of a VR-based
duty of care initiative. For many
however, there is still a lot of
work needed in just getting
the basics right.
Machine learning
has the potential to
revolutionise how companies
approach and manage risk”
Mike Atherton, Chief Executive of Mantic
Point, a specialist in mobile technology, says
what the travel management community
needs most is “contextually relevant
information at the right time”.
But even before that a crisis management
plan must be in place. “Technology won’t
deliver unless people know how to act
during an event,” he says.
Once that’s there, he believes the
role of technology currently is in
reducing the time it takes for a
travel manager to
take action.
36 THEBUSINESSTRAVELMAG.COM
MEET THE BUYER
meet
SUZANNE WADE
Suzanne Wade arranges travel for Key Assets’ CEO and directors.
She tells us about her role at the Birmingham-based organisation
Key Assets, The Children’s Services
Provider, is an international social
enterprise providing children and family
social services in eight countries across
Europe, North America and Asia Pacific. I
joined Key Assets in May 2017 as a Senior
Business Support Officer and am based at
our head office in Birmingham. I’ve
previously held roles in the charitable,
education and travel sectors.
I arrange business travel for the Group
CEO, other senior managers and
company directors. Time spent on
business travel arrangements can vary
depending on what meetings or events are
planned or scheduled during the year. I also
provide support to the Group CEO and
coordinate reporting and business planning
processes as well as projects, as they arise.
Every day is different and rewarding. We
have a number of people across the
organisation who are designated ‘travel
bookers’ and liaise locally with our
preferred travel partners.
We employ over 1,200 full-time and parttime
staff across the eight countries we
work in. Approximately 25 people
travel extensively on business
and a number of others
travel periodically.
Our senior team in
the UK travels
extensively visiting
our worldwide
offices. Our regional
CEOs and directors are
more likely to undertake
domestic travel with some
international travel for
global summits and meetings.
Our regular destinations are reflected by
where we operate but we have some
remote locations like Halls Creek in the East
OUT OF THE OFFICE
"My two passions are history
and travelling. Last summer
our family holiday was a road
trip to Spain. We combined the
beaches, cities and wine regions.
The kids loved the beaches
and I got to visit lots of
historical places!"
Kimberley area of Australia or Goose Bay in
Labrador, Canada, for example. We also
deliver services on Norfolk Island in the
South Pacific. Inbound travel to the UK is
also high on the list.
Our travel bookings are based not only
on getting value for money but
also speed in terms of the best
route to a destination. There
aren’t many social enterprise
organisations like
us whose operations
extend to different
parts of the world.
We work with
Corporate Traveller
as our TMC in the UK,
but also sometimes use
self-booking tools. Katie is
our dedicated consultant at
Corporate Traveller and she is
brilliant – she always provides great service,
responds to my queries in a very timely
manner and gives clear and accurate
information, all of which helps us make our
travel arrangements efficiently.
We have a very comprehensive travel
policy in place and it is effective. It sets
out clear expectations regarding travel and
helps us ensure that we are all working to
company requirements.
We don’t really experience any
challenges in arranging travel for
employees as our policy provides a clear
framework. Everyone knows what to expect
and how to arrange travel. Obviously, cost is
a factor and this is clearly a big influencer in
how our travel arrangements our organised.
Our travel policy is
comprehensive and
effective. It sets out clear
expectations and helps
us ensure we all work to
company requirements”
THEBUSINESSTRAVELMAG.COM
37
CONSULTANTS
HELP
is at hand
When time and resources are in short supply, it might be time to call in
an independent business travel consultant, writes Gillian Upton
L
ack of resource and the need for
expertise are two main reasons why
buyers turn to the services of an
independent consultant.
They add gravitas to a project and fill a
gap between the buyer and the suits in the
boardroom who often have little grasp of
what the travel department actually does.
Consultants – who are frequently former
buyers themselves – answer questions as
diverse as, ’What is my programme like today
and what do I need to do to improve it’?, or
they will neatly solve a problem and get
ahead of a challenge.
“What’s shifted is that consultants were
used primarily as a resource and secondly
for their expertise, but today it’s primarily for
our expertise, which reflects the increasing
complexity of the market,” says Louise Miller,
Managing Partner of Areka. “They want to
know what the likely disruption is of NDC,
for example,” she adds.
To this end, Miller says that savings are not
necessarily the end goal, but rather that
programme improvement is.
Natalie Gardner, Global Travel Manager at
computer games company Electronic Arts
(EA), had exactly this need. Based in the UK,
and with company headquarters in Silicon
Valley, she handles travel for 47 office
locations in 25 countries.
“It is good to have someone who is out
there in the industry to give an independent
view,” she says. As such, much of her time is
spent with an eye on multiple projects that
Festive Road has undertaken for them. This
work includes auditing and rewriting policy
after benchmarking against similar-sized
companies in a reciprocal information
gathering project; reducing the policy
document from 25 pages to a more userfriendly
three; helping Natalie move forward
with a strategic vision by creating four pillars
to the company programme; and a gap
analysis on EA’s relationship with its TMC to
bring consistency across the globe.
“Festive Road has been a wonderful business
partner,” she says. “I have been challenged to
think differently about our programme and
I’ve tweaked and changed it every year to
evolve and move forward – but I only got to
that point as a result of these conversations.
“I learned what ‘better’ and ‘different’ look
like. It helped me with being able to challenge
what we do, as by challenging we can
innovate.” Gardner continues: “It’s helpful to
me as a buyer to articulate direction to our
38 THEBUSINESSTRAVELMAG.COM
CONSULTANTS
suppliers and TMCs and that’s made a
difference. Festive Road has helped elevate
what travel is at EA so it has a higher profile.
Now I have no trouble getting 30 minutes
with my EVP since having them onboard.”
Gardner’s comments reflect the wideranging
assistance and clear benefits
consultants provide today, although Chris
Pouney of Severnside Consulting recalls a
time when they had a more combative role.
“We used to be brought in to fire people but
today we have more of an arbitration role,”
he says. “Suppliers welcome our arrival and
we can coach and mentor buyers, with both
parties understanding that we are neutral.”
Pouney advises whether buyers are on the
right track, particularly if travel is only part of
their remit. “They want to understand what’s
coming down the track; what might impact
them, and are often fearful of being asked
questions from senior management.”
Johanne Young of Opteva concurs. “Buyers
want someone independent to review their
vendors and ensure they’re getting the best
from them. They don’t have the capability
and there is so much going on in the
marketplace and the industry is complex.”
Most commonly buyers ask Opteva for an
initial review of their programme and travel
technology so they can understand where
there are gaps. They want to know who’s best
in class and what the best processes are to
drive the optimum traveller behaviours.
These services come at a cost, naturally, and
Nina & Pinta’s Jo-Anne Lloyd reckons buyers
require a certain amount of spend to demonstrate
ROI. “If it’s a spend below £10-15million,
their first port of call wouldn’t be a consultant,”
she says. That’s when a TMC’s account
management team would assume the role of
consultant, particularly on any benchmarking
exercise as they have sufficient data.
I have to know more
about the client's
programme than they do and
leave them in a position where
they don't need me anymore”
Finding the right TMC is arguably the most
important vendor decision a buyer makes
and Nina & Pinta commonly take on these
sourcing and change management roles. The
consultancy also specialises in air programme
management as it utilises an air data
dashboard that lets buyers make informed
decisions about switching market share.
If they’re a good fit, particularly culturally,
buyers will often return to the same
consultancy over a period of time. ”It’s like
hiring back an internal resource,” says Lloyd,
who has worked with one client for 15 years.
Chris Reynolds began life as a consultant
13 years ago, undertaking RFPs for TMCs.
Today his work tends to focus on more
technology-based projects, such as rolling out
a global expense tool or credit card. “I have to
know more about the clients’ programme
than they do,” he says, and agrees with Pouney
that his goal is to do himself out of a job.
”I want to leave them in the position that
they don’t need me anymore and by having
that approach I do get called back.”
Sue Reeves at Data & Detail has created a
niche in the marketplace, acting as an
outsourced account manager, taking data
right down to PNR levels and actuals, and
working with TMCs to manage their clients
and with clients to manage their TMCs. “I
explain travel patterns, highlight departments
which need online or policy training and
opportunities for savings,” she says.
Raj Sachdave, a former TMC employee and
now of Black Box Partnerships, is a relatively
new kid on the block. He aims to solve the
pain points between TMC and travel buyer by
redefining client policy so they can have
smarter conversations with their TMC, and
also works with TMCs to work out a more
defined proposition.
“It may prevent an RFP for a TMC and take
the costs down and the value up,“ Sachdave
explains. “Getting aggregated global data is
often a sticking point.“
Caroline Strachan, of Festive Road, refers to
consultants’ role as being akin to marriage
guidance counselling. “Consultants can
highlight the frustrations and if it’s not broken
too much, redeem the relationship or, if not,
move on.” Either way, consultants will give
buyers an invaluable road map to follow.
[ CONSULTANTS: WHO'S WHO ]
3SIXTYGlobal: specialises in procurement
related to travel and meetings
Areka: travel programme and technology
reviews specialist
Black Box: works with agencies to finesse
their proposition and buyers to redefine
policies
Data & Detail: strategic account
management and travel procurement
services with a specialism in deep-dive data
analysis
Festive Road: helping travel buyers with
knowledge of the market and suppliers with
buyer insights
Nina & Pinta: programme management and
the sourcing of preferred vendors
Opteva: travel technology, implementation of
OBTs and change management
Severnside Consulting: bridging the gap in
procurement between buyers and suppliers
THEBUSINESSTRAVELMAG.COM
39
TALKING TRAVEL
Going global
Kevin McCloud
Angela Sara West chats with the Grand Designs presenter
about his global travels on the trail of amazing architecture
Whether it's unearthing medieval
mysteries or inspiring the public
to build outstanding homes, Kevin
McCloud’s prolific travels and engaging
style have been captured on camera at
ancient sites and self-builds in Britain and
in far-flung corners of the globe.
His experience of living on an organic farm
in Tuscany as an 18-year-old first opened
McCloud’s eyes to the world “That time was
seminal. I had a place to study, worked on a
farm, fell in love… it was great! I came from a
small Bedfordshire village with a very limited
view of the world. Italy showed me a world
which was bigger and more beautiful and
that, personally, I might be capable of a bit
more.” He also took a few other things away:
“A broken heart, but at least I learned Italian.”
What does he love most about Tuscany?
“Partly that it’s so historic, and partly they
look at this idea of patrimony, treating
landscapes like a historical object, so it’s
beautiful to drive through. You get this great
sense of sweeping shapes, almost as though
everything, such as umbrella pines and
cypresses, has been carefully placed.”
Back on home turf, his extensive travels for
his BAFTA-winning Grand Designs series see
him criss-crossing the country to shadow
people’s building journeys and dreams.
Grand Designs Abroad took McCloud to
ambitious builds overseas, while Grand Tour
of Europe saw him following in the footsteps
of the 17th-century’s ‘Grand Tourists', delving
behind the façades of some of the continent’s
greatest buildings and ruins, including sites
in Greece and Turkey. For Homes in the Wild,
McCloud stayed in some of the remotest
places on the planet, such as the shadow of
an active volcano in the foothills of the Chilean
Andes. Living with intrepid Brits who have
quit their rat-race existence, he inhabited
some of the wildest places on earth.
“We followed people building in ridiculous
places. I’m not very good with snakes, and so
I had some psychotherapy before we went
to the middle of the Belize jungle where one
of the largest, most aggressive snakes in the
world lives,” says McCloud.
A stay in a slum in Mumbai for Slumming It,
meanwhile, saw another ironic twist for
Matera is one of the
most beautiful places
I've ever been to and has
some of the most amazing
contemporary architecture
I've ever seen”
McCloud’s crew. “I’ve no sense of smell, so
I’m blessed with this fantastic ability to
tolerate the places that other people find
highly offensive,” he says.
Foraging for fatbergs while filming with the
Thames Water team, meanwhile, had handily
taught McCloud some top ‘decontamination’
tips. “I took bottled water, whisky, handwipes
and gel. Whisky completely cleans your
digestive tract, sorting out any bugs. The wet
wipes and the hand gel – which are also
alcohol – deal with the outside, but you’ve
also got to deal with the inside. That was my
approach in the slum, and it worked!”
The presenter’s preferred destinations?
“It’s memorable people, for me, that make
places stand out. Northern Ireland is one of
the most glorious destinations in the world.
The people are so welcoming plus it has
almost everything conceivable in the
landscape. I calculated that Northern Ireland
punches about seven times above its weight
compared with the rest of the UK, in terms
of producing great architecture and awardwinning
buildings,” claims McCloud.
As for abroad, Vicenza, in northern Italy, is
irrefutably top of his list. “I love going back
there. It’s a magical place and it’s one of the
places where the people are all so lovely and
the food is delicious.”
In addition, Europe's Capital of Culture for
2019, Italy's spectacular city of caves, Matera,
has chiselled out some cherished memories.
“Matera is one of the most beautiful places
I’ve ever been to and has some of the most
amazing contemporary architecture I’ve ever
seen. It’s full of the most amazing buildings
built right back into the rock. It’s sort of primal
and feels medieval but even more ancient.”
What has travelling taught him? “That the
world is a very small place, and a very precious
place that we destroy at our peril,” he states.
The architecture guru has ventured
everywhere from Australia to the South
Pacific for work and, when it’s time to hang
up his hard hat for a broadcasting break,
he loves to sojourn in Scotland or Ireland.
However nowhere’s whet his design whistle
quite like one particular place… and it’s
inevitably Italy that rocks McCloud’s world.
“Italy is still my destination of choice. I think
my heart is a little bit linked to it…”
40 THEBUSINESSTRAVELMAG.com
TALKING TRAVEL
KEVIN MCCLOUD
Kevin McCloud will be appearing at Grand Designs Live
at London’s ExCeL from May 4-12, 2019. For more
information see granddesignslive.com
THEBUSINESSTRAVELMAG.COM
41
The Business Travel Magazine
Golf Masters
Thursday June 27, Mannings Heath, West Sussex
Now open for bookings
Team and individual entries include brunch on arrival, 18 holes of golf, use of golf
buggies, on-course refreshments and post-event barbecue. Teams of four cost just
£680 and individual places can be purchased for £170. All prices exclude VAT.
For more information and to book, see thebusinesstravelmag.com
the
Businesstravel
Magazine
THE REVIEW
the
Review
THE NEWS & VIEWS
THAT REALLY MATTER
[ The lowdown ]
TMCs lay down a marker
with new technology
p44-45
[ Room report ]
MUJI makes it a
hat-trick in Tokyo
p48-49
[ on the ground ]
Hertz offers the best of
British with new range
p50
[ meeting place ]
BTD puts the Zen
back into meetings
p51
[ in the air ]
British Airways unveils
long-awaited new Club Suites
p46-47
O N T H E M O V E I
The latest industry appointments p52
THEBUSINESSTRAVELMAG.com
43
THE REVIEW
T H E L O W D O W N
TMC NEWS
Miles ahead
Australia’s 1000 Mile
Travel Group is plotting
expansion in the UK this
year by establishing a
London headquarters. The
network of independent
travel businesses was
founded in Australia in
2015 and posted 200%
growth in the last year.
Belfast opening
Ireland-based TMC
Hannon Travel is setting
up offices in Belfast to
serve the Northern Ireland
and Great Britain market.
More for Dawes
Gray Dawes has extended
its regional reach with the
acquisition of INC. Travel
Group’s corporate and
marine business in
Manchester. It has also
purchased VIP Leisure
Travel Ltd. They are the
TMC’s seventh and eighth
acquisitions in the last
four years.
Going Dutch
Reed & Mackay is
launching in the Netherlands
through an alliance
with long-term partner
Munckhof Business Travel.
The two TMCs have opened
a co-branded office at
Amsterdam’s Schiphol
Airport which will serve
the legal, insurance and
finance markets.
TMCs lay down a
marker with new tech
TRAVEL management companies have rolled-out a raft of
new technology, tools and functionality this spring as
agencies clamour to demonstrate their superiority.
American Express Global Business Travel (GBT) released
several tech upgrades including a new mobile experience, a
new benchmarking service – called Peer Travel Insights –
and its own re-shopping tool, Hotel Re-Shop Expert.
Corporate Travel Management, meanwhile, has introduced
'next generation' tech suite, CTM Portal. The end-to-end
management platform includes fare forecasting, booking,
pre-trip approval, traveller tracking and business intelligence
reporting. It is for bookers, managers and travellers alike.
Clarity has also upgraded its tech offering with the relaunch
of its Go2Book booking tool. The TMC held a series of user
workshops to inform the overhaul, with personalisation and
NDC developments taking centre stage.
airbnb signals
move into
transport
AIRBNB is accelerating plans
to offer an ‘end-to-end’ travel
platform by appointing a Global
Head of Transportation. It intends
to provide a single platform that
combines “where you stay, what
you do and how you get there, all
in one place”. It has hired Fred Reid,
once CEO of Virgin America, to
head up the new division. Airbnb
CEO Brian Chesky, says: “We’re
going to explore a broad range of
ideas and partnerships that can
make transportation better.”
12%
of buyers have faith in
Artificial Intelligence
Only 12% of travel
managers believe that
AI has the potential to
revolutionise the travel
industry by 2022
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THE REVIEW
T H E L O W D O W N
IN BRIEF
Advantage TAG
Travel and event management
company TAG has
joined the Advantage
Travel Partnership. The
company, formerly known
as The Appointment
Group, joins the consortium
as a Corporate
Premium member.
Good Fello
Fello is joining GlobalStar
Travel Management to
offer a worldwide travel
management proposition.
It joins Capita Travel and
Events, Omega World
Travel and Giles Travel as
GlobalStar's UK members.
Upgrades on the hop
Seatfrog, an app that
allows users to upgrade
their train tickets, has
signed its first partnership
with a TMC. The relationship
will allow customers
of Capita Travel and
Events to bid for first class
upgrades to journeys on
the LNER network.
Sam wise
Corporate Traveller is
rolling out its Sam chatbot
app to its SME clients in
the UK. The tool has
already notched up 20,000
users among clients of
sister agency, FCM.
Time and again
Japan Airlines has been
named the world’s most
reliable airline. Just 1.05%
of the airline’s flights were
cancelled and 10.5% were
delayed during the research
period in autumn last year.
Get Going insurance
analysed a wide variety of
data sources, with KLM,
Emirates, Qatar Airways,
ANA and Finnair also
named among the most
reliable airlines.
Amber Road gives
green light to SMEs
AMBER Road has launched TRAQ, a new business travel
platform for small and medium-sized enterprises.
The software uses app-based booking components to
help SMEs ensure the best available price even after
booking, removing the need for travellers to use search
aggregator tools when making reservations.
Users will also benefit from automatic flight-delay
compensation and a named travel advisor within the
Amber Road team without paying booking, management
or transaction fees. Instead, TRAQ is priced at a flat fee of
£29 per traveller, per month, when the traveller is active.
“SMEs have specific needs and TRAQ is a bespoke, smart
business travel platform that has been created to meet
them,” says Clive Wratten, CEO of Amber Road.
LONDON REMAINS THE TOP DESTINATION
FOR EUROPEAN BUSINESS TRAVELLERS
DESPITE ONGOING UNCERTAINTY AROUND
BREXIT, ACCORDING TO BCD TRAVEL'S
CITIES & TRENDS REPORT. AMSTERDAM
WAS THE SECOND MOST-VISITED CITY
AND VIENNA WAS THIRD
ITM UPDATE
Scott Davies
Chief Executive, ITM
When people are looking to
grow professionally or are
feeling challenged in reaching
the next level of their career,
one of the most effective
ways to develop is by working
with a mentor.
I think that sometimes
people do not consider
mentoring because either
they do not feel that they
need it or that they see the
process as rather formal and
potentially uncomfortable.
Similarly, potential mentors
may be put off by the
perception that it will be
onerous and time-consuming.
The point is that the best
mentoring is informal and
conversational. Something
that is often overlooked is just
how rewarding it can be to
mentor someone and help
them get where they want.
ITM’s members have been
asking us to provide more
support in this area and so
we are proud to be launching
our Mentoring initiative at our
conference on 30th April.
One of the four ITM pillars is
to connect the industry and
so we will be providing a
framework, a roster of
mentors (with key areas of
expertise highlighted) and a
means of applying to be
appropriately matched.
I’ll see a record 500 of you in
Brighton to discuss this and
other ways we can 'ELEVATE'!
THEBUSINESSTRAVELMAG.COM
45
THE REVIEW
I N T H E A I R
Average airfares to
rise as NDC beds in
BA SHOWS OFF LONG-AWAITED
NEW BUSINESS CLASS CLUB SUITE
BRITISH Airways has unveiled its
long-awaited new business class
seats which will feature on the first
of its A350 aircraft launching in July.
The seats, which convert to
flatbeds and have been rebranded
as Club Suites, all have direct aisle
access and a sliding door for
greater privacy, and will be set out
in a 1-2-1 configuration. They have
40% more storage and 18.5-inch
IFE screens. The new product will
also be installed on B777 aircraft
and on other long-haul aircraft and
deployed across the network from
early 2020.
WIDER NDC adoption is
likely to force a 'continued
upward trend' in airfares this
year, despite a short-term
dip this March.
Global average ticket prices
(ATP) for air bookings are
expected to fall 4% in April
– to US$673 – as fares
readjust after a sharp
increase in the first two
months of the year.
However, in its latest Air
Trends Report, the CWT
Solutions Group says it
expects generally rising fares
for the rest of the year as
NDC solutions gain traction.
“We foresee a continued
upward trend in the average
ticket price through 2019,”
says Christophe Renard, VP
of CWT Solutions Group.
“One of the reasons is that
more airlines are looking to
adopt IATA’s NDC standard
as a means to generate
greater ancillary revenues
such as seat selection and
baggage fees.”
Renard advises corporates
to adopt post-booking price
tracking tools to optimise
spend of flights.
BRUSSELS AIRLINES HAS NEW CABIN
FEVER ON LONG-HAUL OPERATIONS
BRUSSELS Airlines has launched completely new
business class, premium economy and economy class
products for its long-haul fleet.
The airline is spending €10million per aircraft installing
the products, with new-look A330s operational from
April. Dubbed a ‘boutique hotel in the air’, the airline
says it will offer typical Belgian hospitality and ‘make
the journey as important as the destination’.
No.1
Oman Air ups the ante
Oman Air has secured
first place in London
Heathrow's latest 'Fly
Quiet & Green' league
table, with new aircraft
(B787s) and new flying
techniques propelling it
to the top of the chart.
British Airways' shorthaul
operation was
second, with SAS third,
LOT fourth and Air
India in fifth place
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THE REVIEW
I N T H E A I R
IN BRIEF
GTMC UPDATE
Doing the business
Spanish carrier Air Europa
will launch a new business
class cabin and increase
premium capacity this
autumn. The seating will
be installed on the airline’s
new B787-9 aircraft from
October. A new 1-2-1
configuration will mean all
passengers have direct
aisle access, while leather
seats will convert into
flatbeds and have 17-inch
entertainment screens.
Island connections
Flybe commences a daily
flight between the Isle of
Man and London
Heathrow this April – the
first such direct service for
almost 20 years. The
launch is part of the
airline’s summer schedule
that also features extra
capacity between
Heathrow and Edinburgh.
Premium Swiss
Swiss International Air
Lines is investing around
£30million in installing a
new premium economy
class on its long-haul
aircraft. The new product
will take to the skies in
spring 2021, with the
airline saying it has been
“encouraged by the
positive experiences with
such a product at
Lufthansa and Austrian
Airlines”, its sister airlines.
Phoenix rising
American Airlines has a
launched a daily service
between London Heathrow
and Phoenix Sky
Harbour Intrnational
Airport. The morning
departure complements
transatlantic business
partner British Airways'
existing afternoon flight to
the Arizona city.
VIRGIN ATLANTIC WILL INTRODUCE FLIGHTS
FROM LONDON HEATHROW TO TEL AVIV
THIS AUTUMN AND FROM HEATHROW
TO SAO PAULO, BRAZIL, NEXT YEAR
– ITS FIRST FLIGHTS TO SOUTH AMERICA
Oneworld to open
alliance lounges
THE Oneworld airline alliance will introduce a network of
managed lounges this year and has rebranded to mark its
20th anniversary.
Rob Gurney, Oneworld CEO, says the alliance is also upping
its provision of digitial services and “ramping up co-location
activities at key airports around the world”. It will unveil its
first Oneworld-branded lounge later this year, with more to
be rolled out in due course. A number of airports are said to
be under consideration for development of its first lounge.
As part of the overhaul, Gurney also highlighted development
of its Carrier Connect scheme. “Up until now,
every customer who has had to transfer from one airline to
another has had to go to an airline check-in. This removes
that, and removes the need for multiple apps.”
Adrian Parkes
Chief Executive, GTMC
As an industry organisation, it
is important that we broaden
our commitment to nurturing
new talent in the business
travel sector.
And so we recently launched
our GTMC Education
programme that consolidates
all activities and objectives
in our People and Talent
Strategy Group to promote
the industry, its career
opportunities amongst future
talent and support the
industry through qualifications
and learning.
Initiatives such as the
Bournemouth University
partnership and the newly
launched ‘Pathway to
Business Travel Professional’
apprenticeship programme
support our strategy to
attract and develop
exceptional talent.
And a central pillar to GTMC
Education is the Diploma in
Business Travel Management
developed for both current
TMC employees and for
those who wish to join the
industry with a certified
diploma. The e-learning
programme will help drive
standards within the sector
and create a clear pathway
for career development.
At a time when automation
is a hot topic, it’s important to
recognise our sector thrives
on human interaction and we
must all nurture talent.
THEBUSINESSTRAVELMAG.COM
47
THE REVIEW
R O O M R E P O R T
QuEEn'S gATE
HoTEl opEnS
undER CuRIo
tHe 100 Queen's Gate Hotel has
MuJI makes
it a hat-trick
in Tokyo
opened in London as part of the
Curio Collection by Hilton.
The historic building has been
transformed over the course of
two years and has 228 rooms
and 11 suites each named after
famous historic Kensington
residents that include Alfred
Hitchcock and Agatha Christie.
The hotel's interior design
reflects the rich history of the
Victorian terrace building, say its
developers, and it houses three
dining establishments: all day
brasserie W/A Kensington;
Botanica, for afternoon teas and
cocktails; and ESQ, a 'discreet
drinking den' inspired by the
travels of former resident
William Alexander.
JaPaneSe lifestyle brand
MUJI has opened its third
hotel, a 79-room property
in Tokyo. The MUJI Hotel
Ginza is its first property in
its native Japan and follows
openings last year in Beijing
and Shenzhen.
Its latest hotel has opened
alongside a new global flagship
MUJI store in the Ginza
district of Japan's capital
and reflects the brand’s
philosophy of “promoting a
pleasant life, minimalist aesthetic
and good design”.
Rooms feature traditional
Japanese textiles, natural
materials and upcycled
products. Unusually, the
hotel says its fixed pricing
structure will remain
consistent throughout the
year to support the group’s
commitment to “fairness and
affordable living”. The hotel
also has a cocktail bar,
restaurant, diner, library and
lounge space for informal
meetings and events.
[ OPENINGS & UPGRADES ]
>> Over 80% of JURYS INN and LEONARD HOTELS UK properties
have now received four-star AA accreditation as the group targets
four-star status across the group >> HYATT HOTELS will add over
2,000 guestrooms across 14 new properties in India over the next
24 months, with a focus on emerging cities within the country >>
MARKET STREET HOTEL, a 98-room property and member of the
Design Hotels Group, is due to open in Edinburgh early this
summer >> LOCKE HOTELS has named three new openings as
part of its expansion plans to add four to six new properties every
year. It has invested £100million in a site in Lisbon and has also
confirmed additions in Berlin and Dalston, London.
£14m
The investment sum raised
by Airbnb rival Plum Guide
The Plum Guide has
raised £14million in a
Series B funding round,
allowing it to expand into
six new cities this April.
The home rentals rival
to Airbnb has already
announced the addition
of six cities in the US this
year, joining London,
Los Angeles, Milan,
New York, Paris and
Rome on the platform
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THE REVIEW
R O O M R E P O R T
IN BRIEF
Radisson moves in
The Radisson Collection
Hotel & Suites, Paris La
Défense, will become the
Radisson Collection's first
hotel in France. It take the
group’s portfolio in the
country to 17 hotels and
more than 3,000 rooms in
operation or under
development.
Additions at the Abbey
Stanbrook Abbey Hotel in
Worcester has opened a
new restaurant, The
Refectory Dining Room &
Terrace, and added 15 new
bedrooms as part of an
ongoing investment
programme by its owner
and operator Hand
Picked Hotels.
Centara into Qatar
Thailand's Centara Hotels
& Resorts has continued
its international expansion
with the opening of a
265-room property in the
West Bay district of Doha,
the Qatari capital city.
Carlton refurb
The Jumeirah Group will
close its flagship hotel in
London, the Carlton
Tower, this September for
a year-long refurbishment.
The 17-storey building will
be completely overhauled
and the number of rooms
reduced from 216 to 188 as
several suites are added.
Kimpton carries on
IHG's boutique Kimpton
brand has arrived in
Scotland with the opening
of the Kimpton Charlotte
Square Hotel. It is one of
12 Principal and De Vere
properties to be rebranded
under IHG management
and follows the opening of
the Kimpton Fitzroy
London last year.
Millennium has eye
on the SME market
Millennium Hotels is courting the SME market with new
corporate product Millennium for Business (M4B). The
scheme features a dedicated online portal enabling
businesses to make bookings, earn rewards and benefit
from the group's best room rates.
“With the new programme we can guarantee that small
businesses that don’t have an in-house travel team can
achieve the same benefits as bigger companies and get the
best corporate rates,” says the group's Chief Commercial
Officer, Clive Harrington.
Benefits available as part of the new scheme include
discounted dining, the ability to amend bookings, early
check-in and late check-out, an upgrade every third stay,
and access to a dedicated club or business lounge. It will
also offer 'micro rewards' such as Spotify subscriptions.
Marriott lines up 30 luxury
additions for 2019
Marriott International expects
to open more than 30 new luxury
hotels across the world this year,
including Ritz-Carlton, St Regis,
Bulgari and Edition properties.
The group currently has more
than 200 luxury hotels in its
long-term development pipeline,
including confirmed openings in
2019 of four Ritz-Carlton hotels
(including Perth and Mexico City)
and seven W Hotels including
properties in Dubai, Muscat,
Melbourne, Abu Dhabi and
Philadelphia. Meanwhile, St. Regis
hotels will open in Hong Kong,
Cairo, Venice and Zhuhai, while
among nine additions to the
Luxury Collection is The Langley
in Buckinghamshire (pictured)
which is due to open this summer.
The group is also scheduled to
open two Edition hotels and six
JW Marriott properties.
travelodge
hails five-year
turnaround
Budget hotel group Travelodge
says its positive 2018 performance
caps a ‘five-year transformation’
for the business.
Total revenue was up 8.8% in
2018, at £693.3million, while the
group opened 17 new hotels,
rolled out its first ‘premium
economy’ SuperRooms and
opened its first ‘budget chic’
Travelodge Plus hotel. Occupancy
over the course of the year also
rose – by 2.5% to 78.5% – while the
average room rate was static at
£53.09. In the five years since 2013
sales have increased by over
£250million and EBITDA has more
than trebled to £122million.
“Once again we outperformed
our competitive segment and
delivered another year of strong
growth,” says Peter Gowers,
Travelodge Chief Executive. “These
are uncertain times and we are
not immune from the short-term
challenges, but beyond, we remain
confident that there are more
opportunities ahead.”
accor sets
out big plans
for new tribe
Accor has announced the
expansion of its Tribe brand, a
new midscale lifestyle option from
the hotel group.
A 126-room property is already
open in Perth, Australia, but Accor
says the brand will arrive in Europe
this summer with a 290-room
hotel opening in Glasgow. A further
eight Tribe hotels are due to open
across Europe and Asia-Pacific by
2022 and 50 more are currently
under negotiation worldwide.
The brand will “surprise travellers
with an original, exciting and
carefully curated offer that focuses
on style rather than price.”
THEBUSINESSTRAVELMAG.com
49
THE REVIEW
O N T H E G R O U N D
Driven hits the road with
with all-electric fleet
Best of British
hertz has introduced The British Collection in the UK, a
premium range of hire cars, customer lounges and a suite of
extras such as delivery and collection services. Vehicles on
offer include the Land Rover Discovery Sport and the Jaguar
F Pace, E Pace, XE and XF from its locations at Heathrow
Airport, Marble Arch in London and Edinburgh Airport.
The launch follows the successful introduction of the
Selezione Italia range in Italy last year.
[ hit the road ]
>> Car rental company Avis has launched its upgraded app
with new elements including self-serve functionality and the ability
for Preferred customers to switch their vehicles on arrival >> The
Highland Council has cut average business road travel costs by
around a third since introducing a fleet of 35 Enterprise Car
Club vehicles to replace employees' reliance on 'grey' fleet.
Moreover, it estimates it has also reduced its carbon footprint
by around 50tCO2e (tonnes of carbon dioxide equivalent) >>
European Luxury car hire specialist Vroomerz has relaunched as
Driverso and added 100 new models to its fleet.
the UK’s first all-electric airport shuttle service, Driven,
has commenced operations using a fleet of Tesla Model
X SUVs. It offers a door-to-door service, either with
exclusive use of the car or as a shared service, with
rates starting from £9 per person for a 40-minute trip.
The company says it is aiming to ‘take cars to airports
off the road, replacing them with zero emission
shuttles’. Driven is targeting both the leisure and
corporate market and, for the latter, has developed a
travel management application that enables companies
to book trips and track activity and costs. The tool also
provides detailed reporting and highlights potential
savings. All drivers are employed by Driven and the
24/7 operation serves all locations within three hours
of all major UK airports.
Taxis going green
Sherbet London Taxis is trebling its all-electric taxi fleet
ahead of London’s Ultra Low Emissions Zone legislation
coming into effect this April.
“Our evolution is about the future: the future of the
industry, our children’s future and the environment,”
says Asher Moses, Sherbet London Taxis CEO. “We are
establishing a community that truly supports safety, privacy,
technology and accessibility, where customer service and
excellence is key.”
The taxi service offers passengers amenities such as 4G
wifi, air conditioning and phone changing points as well as
its new Ride App, which allows passengers to book an
electric taxi and see where the closest one is using their
personal or corporate account.
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THE REVIEW
M e e t i n g p l a c e
IN BRIEF
Inntel additions
Inntel has enhanced its
Meetings Management
Portal with a new delegate
management system in
collaboration with
Groupize. Users can create
customised, branded and
mobile responsive delegate
invitations, as well as
manage room blocks, take
payments and share
documents. “Following the
addition of a new event
app for our clients and
enhanced meetings MI,
the Groupize delegate
management solution is a
great incorporation to our
Meetings Management
Portal,” says Douglas
O’Neill, Inntel CEO.
Advantage partners
The Advantage Travel
Partnership has signed a
deal with MeetingPackage
to make its M&E booking
platform available to all its
member agencies. “Travel
agents and their clients
are increasingly looking
for transparency and
simplicity when it comes
to researching and
booking meetings and
events,” says Advantage
Meetings and Events'
Ian Quartermaine.
BCD's record year
BCD Meetings & Events
has completed a threeyear
strategic plan that has
resulted in a 141% increase
in total sales and a 218%
increase in its global
footprint, now serving
clients in more than 50
countries. “In 2016 we
launched our first strategic
growth plan,” says Scott
Graf, BCD M&E’s Global
President. “We have
exceeded expectations in
every area, culminating
with a record year in 2018.”
BTD puts the Zen
back into meetings
Business Travel Direct’s meetings and events division has
been relaunched as a standalone, full-service agency called
Zen. The TMC’s parent company, Ickenham Travel Group,
has expanded the team behind the agency, hiring Mandy
Warwick as Senior Director and Kirsty Tod as Senior Event
manager, with further additions likely.
Zen will initially serve BTD’s diverse clientbase before
extending its reach to non-clients, offering a range of
services including venue-finding, event management, event
marketing and incentives.
Through an online booking tool, it offers live availability for
small meetings and events in the UK and Europe, and also
incorporate clients’ own inhouse meeting rooms.
Fairytale events
Disneyland Paris is introducing a new division to serve its busy
meetings and events industry. The Disneyland Paris Event Group will
provide access to the resort’s various theme parks, event spaces and
hotels, creating, hosting and producing a diverse range of corporate
events at the resort.
“At Disneyland Paris Event Group, we create highly immersive, unique
and powerful experiences, connecting guests to our incredible franchises,
seasons and Disney storytelling,” says Gustavo Branger, Vice President,
Disneyland Paris Event Group. “We bring unexpected emotion to life and
create lasting memories for all audiences, individuals and business alike.”
The resort has over 19,300m 2 of floor space, including two convention
centres, three auditoriums, 95 meeting rooms and an exhibition hall –
all within a ten-minute walk of each other – and can host corporate
events for up to 4,000 people.
HILTON UNVEILS
dedicated
M&E brand
The Hilton group has launched a
new hotel brand dedicated to
meetings and events.
Signia Hilton properties – Hilton’s
17th brand – will have a minimum
of 500 guestrooms and at least
75ft 2 of meetings and event space
per room. Located in major urban
and resort destinations, the brand
is expected to debut in 2020 with
the Signia Hilton Orlando Bonnet
Creek, followed by the Signia
Hilton Atlanta and Signia Hilton
Indianapolis. Most Signia hotels
will be new-build properties and,
initially, expansion will be focused
on the United States.
‘Unparalleled’ meetings and
event facilities will comprise large
ballrooms, pre-function areas and
a wide range of meeting rooms
and breakout spaces.
“Signia Hilton is the latest
example of Hilton's ability to
successfully build brands from
scratch, which is key to its organic
growth strategy,” says a spokesperson
for the Signia Hilton brand.
Agency's green
ambitions
events and communications
company UKSV is championing
the cause for 'greener' events,
notably through cutting the use
of single-use plastics and through
greater adoption of renewable
energy solutions.
The business cites recent
initiatives such as London's
Barbican Centre switching to
100% renewable energy.
"I'm really pleased to see
high-profile events and prestigious
venues taking a stand on
single-use plastic and adopting
renewable energy," says Nick
Dean, Senior Operations
Manager at UKSV.
THEBUSINESSTRAVELMAG.com
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THE REVIEW
O N T H E M O V E
EVENTS
APRIL 7-9
ACTE GLOBAL SUMMIT
Chicago
acte.org
APRIL 30 - MAY 1
NICK BAMFORD MATT LUSCOMBE STEVE FISHER
JOINS: Black Box Partnerships
AS: Associate - Ground/Rail Services
FROM: Rail Delivery Group
JOINS: Cycas Hospitality
AS: CEO
FROM: InterContinental Hotels Group
JOINS: Gray Dawes Group
AS: Chief Technology Officer
FROM: Zoopla
ITM CONFERENCE
Hilton Metropole, Brighton
itm.org.uk
Nick Bamford has joined Black
Box Partnerships, bolstering its
ground and rail services division
Former IHG heavyweight Matt
Luscombe has been appointed
Cycas Hospitality's first CEO
Gray Dawes has welcomed new
Chief Technology Officer Steve
Fisher to drive technological
MAY 14-15
with his more than 30 years
after the company recently
innovation. He brings with him
PROCURECON TRAVEL
Henderson, Las Vegas
experience in travel and
passenger transport.
welcomed three new brands
and doubled its portfolio.
18 years of experience in senior
roles at a variety of tech firms.
procurecontravel.wbresearch.com
MAY 17-20
ADVANTAGE CONFERENCE
Cadiz, Spain
advantageconference.co.uk
MAY 21
TBTM DINNER CLUB
The Dorchester, London
thebusinesstravelmag.com
MAY 24
THE BUSINESS TRAVEL PEOPLE AWARDS
London
thebusinesstravelpeopleawards.com
JUNE 20
ITM SCOTLAND SUMMIT
Edinburgh
itm.org.uk
MARK MCSPADDEN ANNA PRITCHARD NEIL SLAVEN
JOINS: American Express GBT
AS: Vice President of Global Product Strategy
FROM: Sabre Hospitality
Mark McSpadden has moved
from Sabre Hospitality to
American Express GBT to
become the TMC giant’s new
Vice President of Global Product
Strategy and Digital Experience.
PROMOTED AT: Qantas
TO: Regional General Manager, EMEA
FROM: Regulatory Head of Legal
A former head in Qantas' legal
department, Anna Pritchard has
been tasked with leading the
airline's largest international
geographical footprint in time
for its upcoming centenary.
PROMOTED AT: easyJet
TO: UK Country Director
FROM: Manager, Airport Procurement
Neil Slaven has become easyJet's
UK chief after more than eight
years at the airline delivering
commercially-focused improvements,
which he will carry over
into his new role.
JUNE 27
TBTM GOLF MASTERS
Mannings Heath, Sussex
thebusinesstravelmag.com
JUNE 30
GTMC OVERSEAS CONFERENCE
Noordwijk, Netherlands
gtmc.org
ALSO ON THE MOVE... Jens Penny is the new Chief Financial Officer at TAG >> The Oetker
Collection has appointed Joelle Edwards-Tonks as Senior Vice President of Sales & Marketing
>> ITM has announced five new board directors: Gemma King, Director of Corporate Travel –
EMEA at Omnicom; Emma Jones, Director of Global Travel at Willis Towers Watson; Hilton
Worldwide's Tanya Clifford; LNER's Sam McKnight; and easyJet's Andrea Caulfield-Smith >>
Edi Wolfensberger has joined Brussels Airlines in the role of Managing Director Operations >>
HRS has hired former ACTE Director Greeley Koch in a Global Marketing Executive Role
AUGUST 3-7
GBTA CONVENTION
Chicago
gbta.org
SEPTEMBER 17-18
THE BUSINESS TRAVEL CONFERENCE
Hilton Bankside, London
thebusinesstravelconference.com
52 THEBUSINESSTRAVELMAG.COM
A R R I V E R E A DY FOR B U S I N E S S
With more seats, free Wi-Fi and power at every seat, travel time needn’t be wasted time.
Book your business trip with your local TMC or at GWR.com
Advertising based on an increase of over 10% in train seats on long distance, intercity services in January 2019 compared to the same period in 2018. Correct as of 03/01/19. Selected routes only. Wi-Fi terms and conditions apply. Power sockets available on selected rolling stock only.
For full terms and conditions visit GWR.com
IT's a significant area of spend
for many companies but its
complexities and recent travails
can make it hard to tackle. Find
out more in our guide to
RAIL
TRAVEL
Introduction, 56-57 / Spend management, 60-64
Operator update, 66-70 / Booking tools, 72-74
Overseas rail travel, 77 / Data, 78
THEBUSINESSTRAVELMAG.com
55
Rail travel / Introduction
Track and
YIELD
Millions of pounds is being invested in the UK’s rail network to enhance the
passenger experience. Dave Richardson assesses the state of the industry
Official inquiries into the state of
Britain’s railways are a regular
occurrence, and indeed date back
to the 'Railway Mania' of the 1840s when
the industry was new and over-speculation
brought economic ruin to many.
So why should the latest be any different?
The Williams Review – led by former British
Airways chief executive Frank Williams – is
open for consultation until May 31 but is, by
its chairman’s own admission, the 30th
review since 2006.
At least he has set the bar high. Williams
has already commented publicly in advance
of a white paper that the Department for
Transport will issue in the autumn, saying:
“Put bluntly, franchising cannot continue the
way it is today. It is no longer delivering clear
benefits for either taxpayers or fare payers.”
In the meantime the Rail Delivery Group,
which includes train operators and Network
Rail, has weighed in with its own proposals
for reform of the highly complex fares
system. The RDG’s guiding principle is that
“customers only pay for what they need and
are always charged the best-value fare”, with
pay-as-you-go pricing on season tickets and
simpler ticketing on smart cards. Longdistance
passengers should benefit from
better-value fares bought on the day of
travel, with more flexibility on peak-hour
pricing to even out demand.
Commenting on behalf of the ITM, industry
affairs committee member Will Hasler says:
“Touch-in/touch-out ticketing must be
available on all platforms, not just B2C. Train
operators all have different objectives, a key
one being trying to extend the franchise.
“There’s likely to be extra expense in the
short term if they sort out split ticketing
anomalies, which we would not be happy
about. However, the prospect of spreading
demand more evenly on trains has cost
and wellbeing benefits for commuters and
business travellers. It all sounds good, but it's
easier said than done.”
A new hope
The Williams Review, which could enforce or
disregard the RDG’s pronouncements on
fares, goes much further. It is looking into
the entire structure of how the rail industry
is organised and may even tackle – and likely
dismiss – Labour’s call for renationalisation.
“Renationalisation wouldn’t solve anything
as there would still be no competition
between operators or incentive to provide
a customer-facing service,” adds Hasler.
“But we shouldn’t lose sight of infrastructure
improvements made, such as
the redevelopment of major stations at
London Bridge, King’s Cross, Reading and
Birmingham New Street. This should be
commended, but the railways are still
struggling to cope with demand.
“I’m not convinced anything much will
come out of the Williams Review, especially if
Chris Grayling is still in charge,” Hasler adds.
Raj Sachdave, of consultancy Black Box
Partnerships, welcomes the Williams Review
for addressing some basic questions, along
with RDG proposals on fares reform – but
with a warning.
“There’s a focus on how the new fares will
impact the commercial relationships of
franchising, and we hope this doesn’t mean
higher fares for business travellers and those
who need to travel at peak times or need
flexibility at peak times,” he says. “The study
could have segmented business travellers
but doesn’t, which is disappointing to read.”
Another consultant, Nick Hurrell of Nick
Hurrell Associates, says he has “a glimmer of
hope” that Williams will usher in real change.
Removing control of the industry from the
Department for Transport is key for him.
“We had a terrible year in 2018 with delays,
falling public satisfaction and the debacle on
East Coast where Virgin was allowed to walk
away from the franchise,” he says. “Overall
blame has to sit with the DfT, which is too
close to the industry.
“On fares we need to introduce rates based
on the distance travelled, as we have the
highest regulated fares in Europe.”
Josh Collier, Head of Proposition – Rail and
Ground transportation, Capita Travel and
Events, wants uniformity in how train
operators pay delay compensation. This is a
growing business for specialists such as
Railguard and Travel Compensation Services,
which target business travellers.
As overall public satisfaction with the UK's
railway network slumps to its lowest level for
ten years at 79% – according to twice-yearly
surveys by watchdog Transport Focus – the
Williams Review is keenly awaited and very
timely indeed.
“In the autumn we will bring everything
together and, alongside government,
recommend change through a white paper,”
Williams promises. “It will be the culmination
of the biggest and widest review of the
railway for generations.”
56 THEBUSINESSTRAVELMAG.com
Introduction / Rail travel
This autumn will see
the culmination of
the biggest and widest review
of the UK's railway network
for generations”
THEBUSINESSTRAVELMAG.com
57
AN OFFICE
WITH A VIEW
LNER.co.uk/business
LONDON - LEEDS - YORK - NEWCASTLE - EDINBURGH
F R E E W I - F I
ON ALL OUR TRAINS
Rail travel / Spend management
£
FAIR FARES?
The complexity of rail fares can make it difficult identifying the best
ways to manage spend. Gillian Upton finds out why
News in February that average
ticket prices have fallen for
Evolvi users, despite rail fares
increases, suggests that travel buyers are
getting to grips with what is probably
one of the most complex spend
categories in business travel.
Is it that the message of booking early,
shunning anytime tickets, and planning well
ahead for non-customer-facing meetings, is
finally getting through?
According to Evolvi, which analysed some
9.4m transactions undertaken last year, the
average ticket value in 2018 was £56.32 –
compared to £56.83 in 2017. Back in 2012
the average ticket value stood at £61.81.
Despite a clear picture of what best
practice looks like, rail is often the poor
relation in a travel programme. Typically,
what’s needed is better-worded travel policy
and policy enforcement, since there are still
huge numbers of tickets being purchased in
the four to seven days before travel.
Advance rail tickets go on sale three
months before departure and while that
seems challenging for business travellers to
commit to so far out, Gary McLeod, MD
Corporate Division of Traveleads, believes
these tickets are worth booking. “The £10
or upwards change fee on this ticket is
outweighed by the savings accrued.
“Some 80% of journeys happen as planned
so travellers can book a restricted ticket and
still save when taking into account the cost
of changing 20% of tickets,” he says.
“Our maxim with clients is to narrow down
the dates, get the cheapest ticket and then
pay for any change.”
Advance booking is a key savings strategy
with rail. More than 14 days out and an
average fare is £45.63; seven days out that
becomes £64.34 and on the day of travel it
is £71.45, explains McLeod.
Consumers know how to buy train tickets
cost effectively for leisure but Chris Vince, of
Click Travel, believes they act differently
when on business. “They will buy an offpeak
ticket for personal use but they don’t
want to wait around if it’s for business use.”
The modal shift between car and train has
been largely won on health and safety and
CO2 grounds, but use of first class flourishes
on longer-distance trains, generally due to
better productivity. “Travellers can open
their laptop with impunity and do billable
work so it’s money well spent,” says McLeod.
Rail travel is one of the largest spend
categories for Hilti GB and the company has
made the rules clear in its travel policy,
resulting in around 80% of the company’s
rail travel being booked outside the
minimum advance booking horizon of 21
days. “We ask travellers to be mindful of
costs and, if possible, book off-peak tickets
only,” says Ana Gibson, Hilti's GB Supply
Manager – Travel.
£
£
60 THEBUSINESSTRAVELMAG.COM
£
Spend management / Rail travel
£
Customers know
how to buy train
tickets cost effectively for
leisure, but act differently
when on business”
£
£
THEBUSINESSTRAVELMAG.COM
61
Rail travel / Spend management
“Rail is managed quite well,” she says.
“Behaviour is managed through exception
reporting, highlighting travellers who
regularly book outside policy.” The company
is also mindful of short-notice customer
meetings or business-critical meetings that
can’t be changed and advises that the policy
should add flexibility in these circumstances.
So what are the 28 train operators doing
to help buyers manage rail spend better?
The launch of the 26-30-year-old rail card
has been good news over the last 12
months and TMCs are busy identifying the
age of travellers to see who is eligible as a
one-third reduction in cost – even taking
into account the £30 upfront cost of the
card – still results in savings. Exploiting the
16-25 railcard, the 60+ senior rail card and
even the 2 Together cards is also lucrative.
Corporate fares do exist, but generally for
those businesses with significant volumes
and usually only on the long-distance and
intercity routes. Corporates regularly using
the London-Scotland route will have more
leverage than a corporate only booking
short-haul, for example.
Smart buyers must find routes serviced by
multiple competitors to get a deal as the
principle of supply and demand applies.
On London-Birmingham, for example,
Virgin Trains, Chiltern and London
Northwestern Rail operate so offering to
switch market share would bear fruit. But on
the Bristol-London route, serviced by Great
Western and with no air alternative, a deal is
much less likely.
Some operators are happier to dish out
soft perks such as free wifi access,
discounted car parking or F&B vouchers
rather than looking at fare discounts.
Hilti’s Gibson says: “Buyers need to be
aware of not just rail spend but any spend
which goes to air which could be switched
to rail. For example, don’t just look at
Manchester to London Euston rail volumes,
but also Manchester to London Heathrow
air travel and take this whole amount of
travel into the discussions.
“Be mindful of what you as a company can
implement and what the policy allows.
Route deals can be on peak trains but if the
policy suggests off-peak only, then this
offering would not be suitable.” This is
when a clearly worded travel policy
comes into its own, for both suppliers
and travellers.
As a general rule, Gibson believes
rail operators are less proactive
Another source of
savings is processing
refunds if trains are delayed,
as this is finally being
automated and has become
less of a hurdle”
£
than air and hotel operators. It’s something
that Alice Linley-Munro, Global Travel
Analyst at Oil Spill Response, is acutely
aware of. “We’ve never been approached by
any rail supplier so my experience is that
they’re not proactive. But, on the flip side,
I’m not sure we have the sort of volume that
they’d be interested in, in order to spur
them on to be proactive.”
Going for the low-hanging fruit is an
obvious buyer strategy, says Raj Sachdave of
Black Box Partnerships. ”Buyers go for what
is going to give the biggest return and that’s
air and then hotels. And rail hasn’t helped
itself either as it’s still very complicated.”
Oil Spill Response spends somewhere
between £8,000-£10,000 annually on rail,
and chiefly on the Southampton-London
route. Nonetheless, the company
encourages staff to book in advance.
”We pitch it to them that it will save them
having to do a laborious expenses claim as
£
£
the cost will be invoiced to us by the TMC,”
says Linley-Munro. Despite this, only four
travellers book through this channel (the
Evolvi tool) with the remainder turning up
on the day and paying.
One glimmer of hope could be the
prospect of pay-as-you-go ticketing, which
would allow buyers to consolidate season
ticket expenditure with rail expenditure and
offer TOCs greater volumes.
Another source of savings is processing
refunds if trains are delayed, as this is finally
being automated and has become less of a
hurdle. How to manage Delay Repay is
appearing on tender documents now and
third-party solutions exist to refund 100% of
compensation to the customer via the TMC
on advance purchase tickets. One such,
Business Travel Compensation, claims a 95%
success rate and says that depending on
policy, the options are for the TMC to hold
the money on account, pass it back to the
client, or reimburse an individual traveller.
“Claims are higher on intercity services as
the cost of those tickets are considerably
more and often the next train may be an
hour away,” says Lee Fortnam, CIO. “For the
TMC it’s an opportunity to do the right thing
for the customer.”
To a large extent, corporates are reliant on
their TMCs to communicate what can be
done to manage rail spend better as they
have the data, but it’s here where there
appears to be a disconnect.
62 THEBUSINESSTRAVELMAG.COM
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Rail travel / Spend management
“I find that not a lot of information is
passed on regarding the rail category,” says
Hilti’s Gibson. “TMCs seem to concentrate on
air and hotel bookings and not much is done
to explain how the rail fare structure is
changing,” she adds.
TMCs can analyse rail spend data in any
number of ways, “but it does require the
client to invest time in finding ways to
maximise savings,” says McLeod.
Direct relationships with suppliers is one
way forward, as is a better understanding
with TMCs and educating travellers.
“Use a carrot rather than a stick,” advises
Vince. “For example, say, ‘If we could change
our lead time this is how much we could
save in the business and this is where we
could redistribute it in the business.’ “
Eve Smith, Product Manager, Rail &
Vendors, for FCM Travel Solutions, suggests
a two-pronged attack. “To persuade
travellers or bookers through ‘visual guilt’
into selecting lower fare classes is effective,
as is having the initial discussions with
clients about policy.”
GWR, LNER and Virgin Trains appear most
open to negotiating special deals. “For a
corporate with anytime business, we offer a
deal on the premium cabin,” says David Hill,
Business Development Manager, Corporate
at Virgin Trains. “Other deals are based on a
minimum spend of £200,000 a year on a
specific route.”
Deals are more forthcoming on routes
dominated by air, as is the case with Virgin
Trains to Glasgow. “If anyone has
considerable air spend on that route we
would offer a discount,” says Hill. “There’s
an opportunity for us if a corporate has a
spend of £50,000 on rail but £100,000 on air
and they are prepared to do a modal shift.”
Forget getting a deal on Manchester
services, however, as Virgin has a high
market share, but on Birmingham services
it is more possible.
Elsewhere, Eurostar requires a minimum
annual spend of £130,000 before negotiating
deals on Business Premier as it’s in a strong
position having decimated the air route.
South Western Railway is looking to be
£
proactive on its main routes of Portsmouth,
Southampton, Basingstoke and Bournemouth,
with on-site educational roadshows
and discounts on a retrospective basis, says
Business and Commercial Director Peter
Williams. “It’ll be a tiered approach based on
travel share switches and percentage growth
in revenue,” he explains. The franchise is
also introducing more advance tickets and
trialling Tap2Go, a discounted fare on sameday,
flexible tickets.
Despite the complex structure of the
industry and the proliferation of fare types,
some corporates are managing rail spend
almost as effectively as hotel and air.
To persuade travellers
through ‘visual guilt’
into selecting lower fare
classes is effective, as is
having the initial discussions
with clients about policy”
[ TOP BOOKING TIPS ]
• Avoid anytime return tickets: these are the
most expensive ticket type
£
• The best option for a business traveller is an
advance outbound and flexible inbound ticket
• A travel policy should clearly state the
rules on rail – such as advance booking –
and also exceptions
• The travel policy should state when rail
should be used over car, for example
• The policy should not allow open returns
• The policy can allow first class when it is
the cheaper option over standard or
advance fares
64 THEBUSINESSTRAVELMAG.COM
Spring Sparkle
PA & EA Networking Evening
brought to you by The Business Travel Conference
20th May
Canary Riverside Plaza Hotel
Westferry Circus, Canary Wharf
Join us for an evening at the only five star
independent hotel in Canary Wharf. Set in
the historic wharfs and quays of East London
this stunning hotel has 142 spacious rooms
with many offering stunning views of the
River Thames and city beyond, Quadrato
restaurant and adjacent Health Club and
Spa. Enjoy the full five star experience with
complimentary drinks, delicious food and the
opportunity to view the facilities first hand.
Attendance is free. To register, visit
thebusinesstravelconference.com
For more information on PA/EA places and sponsorship opportunities contact Kirsty.Hicks@bmipublishing.co.uk
An event for buyers and arrangers
of business travel and meetings
thebusinesstravelconference.com
canaryriversideplaza.com
BROUGHT TO YOU BY
Rail travel / Operator update
All the right
SIGNALS
New services, new trains, new products… operators are upping the ante in
their efforts to earn passenger satisfaction, writes Dave Richardson
66 THEBUSINESSTRAVELMAG.com
Operator update / Rail travel
Investment in many new train fleets
might be behind schedule, but
developments that begin to come
on-stream this year will transform rail
travel on a host of routes.
Rail Delivery Group, which brings together
train operators and infrastructure operator
Network Rail, says that by 2021 around 7,000
new carriages will have been introduced,
making possible 6,400 extra services a week.
At least £13.8billion is being invested by the
private sector, in addition to the government’s
financing of new trains and Network Rail.
New trains are only part of the story, as in
many cases the older trains they replace are
being “cascaded” onto other routes to
replace the very oldest trains, such as the
four-wheel “Pacers” of Northern, Great
Western and Transport for Wales, which are
all due for retirement by the year-end.
Many of the InterCity 125 trains replaced
by Great Western are being transferred to
regional services in Scotland. Here they won’t
be able to operate at high speed, but offer a
comfortable business environment on routes
from Glasgow and Edinburgh to Perth,
Dundee, Aberdeen and Inverness.
Great Western will complete the
introduction of its new express fleet by May,
meaning the vast majority of trains into
London Paddington will be electric. But as
electrification is not being extended to Bath,
into Bristol city centre, from Cardiff to
Swansea or from Didcot to Oxford, all these
trains are bimodal, meaning they can use
electric or diesel power.
The same type of train, by Japanese
manufacturer Hitachi, is being introduced on
East Coast routes from London to Leeds,
Newcastle and Scotland this year. Some are
electric-only while bimodal trains will serve
cities not on the electrified network, with
new services to Middlesbrough and Lincoln.
New trains are also being introduced by
TransPennine Express (TPE) and Hull Trains,
with TPE ushering in three new fleets
dubbed Nova, which will transform services
between Northern cities, and from the
LNER
GWR
MAIN: CROSSCOUNTRY
Rail Delivery Group
says that by 2021
around 7,000 new carriages
will have been introduced,
making possible 6,400 extra
services each week”
THEBUSINESSTRAVELMAG.com
67
Rail travel / Operator update
GREATER ANGLIA
STANSTED EXPRESS
North to Scotland. TPE’s total £500million
investment in new trains will start to bear
fruit later this year when Nova 3 trains start
operating on routes between Liverpool,
Manchester, Huddersfield, Leeds, York,
Scarborough and Middlesbrough.
Meanwhile, TPE’s all-electric Nova 2 trains
will link the North West with Scotland
including a new, direct Liverpool-Glasgow
service. Bimodal Nova 1 trains, by Hitachi,
will operate from the North West to
Newcastle and Edinburgh.
By 2020, 70% of TPE’s fleet will be new. Like
many modern trains, these will offer a major
upgrade on what went before, including
comfortable seating with more luggage
space, plug and USB charging points. Free
on-board wifi access will be available in both
standard and first class.
Local services will soon start to benefit as
Northern also brings in 98 new trains across
its network. As with most operators, free wifi
and plug/USB sockets will be standard,
allowing you to work on the move.
Further eye-catching improvements are
being made in Scotland, where the devolved
government is very pro-rail. The routes
between Glasgow and Edinburgh and from
these cities to Stirling and Dunblane have
been electrified, with ScotRail able to
increase capacity and shorten journey times.
Caledonian Sleeper will introduce the first
new overnight trains in Britain for more than
30 years from May, starting with the London-
Edinburgh/Glasgow route followed by its
Highland services to Inverness, Fort William
and Aberdeen. For the first time on ordinary
service trains, en suite cabins will be an
Further eye-catching
improvements to
the rail network are being
made in Scotland, where the
devolved government is very
pro-rail travel”
Get the
train to work.
Operator update / Rail travel
option, greatly improving the appeal of
sleeper travel to the business market. It
will be interesting to see if it gains a loyal
corporate offering.
Built at a cost of £100million, the new
sleeper fleet has been funded to the tune of
£60million by the Scottish government.
Another eye-catching development comes
at Greater Anglia, owned by the same
organisation as ScotRail, where the entire
fleet is being replaced from 2019 with a
mixture of electric and bimodal trains.
Ten new electric trains for London-Norwich
will reduce the journey time to under two
hours, while more will be used by Stansted
Express. Notably, first class seating is being
abolished on all its routes except between
London and Norwich.
Meanwhile, London North Eastern Railway
(previously Virgin Trains East Coast) will
begin operating new Azuma trains this
spring, with the first service scheduled to hit
the tracks on May 15 between London King’s
Cross and Leeds.
Commuter services in southern England
may not benefit from such major investment
over the next few years, but in other parts of
the country this investment is long overdue.
However, capacity has been increased
decisively on Thameslink north-south routes
via Central London, despite the botched
timetable revamp of May 2018 which led to
massive cancellations.
Most commuter operators are introducing
extra trains to cope with overcrowding, such
as South Western Railway which will add 90
new trains by the end of this year. Whether
Transport for London’s Crossrail project (the
Elizabeth Line) starts operating in 2019
remains to be seen, but, when it does finally
open, Heathrow will be connected directly to
the West End and Canary Wharf.
These major fleet renewals might cast train
operators not currently investing in a poor
light, but as franchises around the country
are renewed it will be the turn of routes
including East Midlands and CrossCountry to
benefit from investment.
VIRGIN TRAINS
GREAT NORTHERN
Show your
emails who’s boss.
Free on-board WiFi *
Connect to more
Rail travel / Operator update
[ The operators: who does what ]
C2C
Owned by: Trenitalia, part of the state-owned
Italian rail operator
Franchise period: 2014-29
Main routes: London Fenchurch Street to
stations in Essex
CALEDONIAN SLEEPER
Owned by: Serco
Franchise period: 2015-30
Main routes: London Euston to Scottish cities
CHILTERN TRAINS
Owned by: Arriva UK Trains, part of stateowned
German operator DB
Franchise period: 2002-21
Main routes: London Marylebone to
Aylesbury, Oxford and Birmingham
CrossCountry
Owned by: Arriva UK Trains
Franchise period: 2007-19. Renewal
postponed due to Williams Review
Main routes: Birmingham to the South West,
Cardiff, Nottingham, Stansted, Manchester,
Leeds, the North East and Scotland
East Midlands Trains
Owned by: Stagecoach
Franchise period: 2007-19
Main routes: London St Pancras to Leicester,
Derby, Nottingham and Sheffield; Norwich
to Liverpool
Govia Thameslink Railway
Owned by: A partnership between Keolis
(majority owned by French state-owned
operator SNCF) and Go-Ahead Group
Franchise period: 2015-21
Main routes: London to Bedford,
Peterborough and King’s Lynn; and London
to Brighton and south coast (including
Southern services). Includes Gatwick Express
Grand Central
Owned by: Arriva UK Trains. Non-franchised
open access operator
Main routes: London King’s Cross to
Bradford, York and Sunderland
GREATER ANGLIA
Owned by: A partnership between Abellio
(part of Dutch train operator NS) and
Japanese rail interests
Franchise period: 2016-25
Main routes: London-Norwich; Stansted
Express; regional services across East Anglia
Great Western Railway
Owned by: FirstGroup
Franchise period: 2006-20
Main routes: London Paddington to the
West Country, South Wales and Cotswolds;
regional services in the South West and
Thames Valley
Heathrow Express
Owned by: Heathrow Airport, but operated
by Great Western. Non-franchised open
access operator
Main route: London Paddington to
Heathrow
HULL TRAINS
Owned by: FirstGroup
Non-franchised open access operator.
Main route: London King’s Cross to Hull
LONDON NORTH EASTERN RAILWAY
Owned by: Department for Transport
Operating period: 2018-20, when new
franchise is due to start
Main routes: London King’s Cross to
Peterborough, Leeds, Newcastle, Edinburgh,
Aberdeen and Inverness
London Northwestern Railway
London Northwestern Railway/West
/ WeST MIDLANDS RAILWAY
Owned by: West Midlands Trains, a
partnership between Abellio and Japanese
rail interests
Franchise period: 2017-26
Main routes: London to Birmingham and
Crewe; Birmingham to Liverpool; local
services in West Midlands
London Overground
Owned by: Arriva UK Trains, operating on
behalf of Transport for London
Franchise period: 2016-24
Main routes: Local services around London
Merseyrail
Owned by: A partnership between Abellio
and Serco
Franchise period: 2003-28
Main routes: Local services around
Merseyside
Northern
Owned by: Arriva UK Trains
Franchise period: 2016-25
Main routes: Local and regional services
throughout the North
ScotRail
Owned by: Abellio, operating on behalf of the
Scottish government
Franchise period: 2015-25
Main routes: Most services within Scotland
Southeastern
Owned by: A partnership between Keolis and
Go-Ahead Group
Franchise period: 2006-19
Main routes: London to Kent, including highspeed
services from St Pancras; local services
around south London.
Southern
Owned by: see Govia Thameslink Railway
South Western Railway
Owned by: A partnership between FirstGroup
and Hong Kong rail operator MTR
Franchise period: 2017-24
Main routes: London to the south coast –
including Portsmouth, Southampton and
Weymouth – and Exeter; local services
around south London
TfL Rail
Owned by: Transport for London
Franchise period: 2015-23
Main routes: East London services. Will
also operate Crossrail (Elizabeth Line) when
it opens
TransPennine Express
Owned by: FirstGroup
Franchise period: 2016-23
Main routes: Liverpool and Manchester
Airport to Yorkshire and the North East;
Manchester Airport to Glasgow and
Edinburgh; Manchester to Hull and
Cleethorpes
TransPORT FOR WALES RAIL
Owned by: A partnership between Keolis
and Amey, operating on behalf of Transport
for Wales
Franchise period: 2018-33
Main routes: Most services within Wales, and
to Birmingham and Manchester
VIRGIN TRAINS
Owned by: A partnership between Virgin
Group and Stagecoach
Franchise period: 1997-2020
Main routes: London to the West Midlands,
North West, North Wales and Scotland;
Birmingham to Scotland
70 THEBUSINESSTRAVELMAG.com
WE’RE
BETTER
CONNECTED.
Travel by train to all the major cities in the North.
We’ll keep you connected while on the move with free Wi-Fi,
onboard entertainment and power at every pair of seats*.
Book your business trip with us today.
*Power sockets available on refurbished and new Nova trains only.
LIVERPOOL MANCHESTER LEEDS YORK HULL SHEFFIELD NEWCASTLE EDINBURGH GLASGOW
Rail travel / Booking tools
Just the
ticket
Developments in booking tools and ticket
fulfilment are delivering efficiencies and
convenience, writes Dave Richardson
The roll-out of mobile and
e-ticketing in the rail industry is
gathering pace, but is still not
happening quickly enough for business
travellers accustomed to accessing
everything on their phones.
An e-ticket does not require activation prior
to use and goes straight into the mobile’s
ticket wallet. A mobile ticket does require
activation, and is delivered as a barcode
which can be scanned at ticket gates and on
board trains, or printed out.
Train operators need to invest in the
technology to read paperless tickets, and
their willingness to do so may depend on
what stage they are at in their franchise.
Investment in new ticketing is a requirement
when franchises are renewed, but an
operator nearing the end of its term may not
be too interested.
Availability of e-ticketing is often restricted
to advance fares, but operators also offering
this on other types of fares, including
Business travellers
are getting younger
all the time and need tickets
on their mobiles. It works
quite well when it’s available,
but that’s not on all train
operators or routes”
Anytime fares, include Chiltern, CrossCountry,
Grand Central, Great Western, South Western
and TransPennine Express.
M-ticketing is generally more widely
available on operators including Heathrow
Express, CrossCountry, East Midlands Trains,
Hull Trains, LNER, LNWR, Northern,
TransPennine Express, Virgin Trains and
West Midlands Trains.
The move towards paperless tickets is
welcomed by GTMC Chief Executive Adrian
Parkes, who says: “Our Next Generation
strategy group recently put together a white
paper, which revealed that 84% of business
travellers wish to have booking and rail
information accessible through mobile
channels; such as an online booking tool
and other mobile itinerary solutions.
“API technology is allowing greater choice
and innovation both at TMC level and
distribution intermediaries. There is also
increasing interest for a consistent digital
ticketing experience,” adds Parkes.
“Despite the slow growth of mobile
ticketing, regulation will be a key driver with
the intention to phase out the ‘physical’
orange ticket from 2020. But in the interim,
only a handful of train operators can offer
e-ticket functionality. Simplicity of booking
and digital ticket delivery sitting in one
platform is the best way to drive and manage
the corporate rail agenda.”
Click Travel, which has developed its own
booking platform, also welcomes the move
towards paperless ticketing. “Business
travellers are getting younger all the time
and need tickets on their mobiles,” says
Operations Director Chris Vince.
“It works quite well when it’s available, but
that’s not on all train operators or routes.
However, some travellers will always want a
physical ticket in their hand.”
Another development, being encouraged
and funded by the DfT, is pay-as-you-go or
smart card ticketing, such as in London with
the Oyster card. This can be used for other
forms of road transport including buses and
trams, and extension of the concept to
season tickets offers better value as
travellers only pay for what they use.
A non-profit organisation called ITSO has
rolled out a mobile pay-as-you-go solution,
initially on the metro trams operated by
Transport for West Midlands. Passengers
download tickets using Google Pay and tap
their phone on card readers.
Executive Chairman Steve Wakeland says:
“We can work with any retailer that wants to
fulfil tickets to digital wallet providers such
as Google Pay, and this includes specific
business travel platforms such as Evolvi or
Trainline for Business.
“A business travel manager could purchase
multiple mobile tickets for several travellers
by providing the details of the mobile
accounts of each of them at checkout. People
want to buy travel in the same way that they
buy other goods and services.”
72 THEBUSINESSTRAVELMAG.com
Booking tools / Rail travel
THEBUSINESSTRAVELMAG.com
73
Rail travel / Booking tools
API links let you offer
things that aren’t done
elsewhere, such as seeing rail
and air side by side”
The DfT says: “Our ambition is to ensure
that across regional and urban commuter
areas, smart ticketing can deliver the kind
of pay-as-you-go (PAYG) structure that is
used in London.”
While online platforms Evolvi and Trainline
concentrate on the wider deployment of
paperless travel, their systems have
developed to the point that there is little
worthwhile functionality to add. But it
remains a concern that some developments
are only available through train operators
direct, and not through intermediaries.
Will Hasler, speaking on behalf of the ITM,
says: “There is concern about fares only
available through train operator websites,
although this is more of a problem with
airlines. But we want parity so that whatever
train operators deliver to the public is
available through our systems.
“For example, Virgin Trains has been
creative with auto-refunds when you book
through its own channels, but not through
intermediaries. The problem is that if you
book through Evolvi or Trainline, or thirdparty
systems such as KDS or Concur, the
operator can’t see who you are.”
This limits the delivery of useful information
to the traveller, such as notification of delays.
But intermediaries can develop their own
technology, such as Trainline which now has
AI-powered voice alerts for disruption, using
data from train operators’ Twitter feeds.
Capita Travel and Events has developed its
own rail booking tool using an API link from
Evolvi. Head of Proposition – Rail and Ground
Transportation, Josh Collier, says: “API links let
you offer things that aren’t done elsewhere,
such as seeing rail and air side by side. Some
content is not available through API links –
mobile ticketing is a prime example that
booking tool providers must work on.”
Consultant Raj Sachdave of Black Box
Partnerships says: “More and more sales are
going through the API route, which allow you
to be really creative with the content.
“For example you could be sent a reminder
that your train goes soon and you need to
get going, or an app could be used to deliver
catering to your seat. Rail booking also needs
to integrate with other means of ground
transport, including Uber.”
Some intermediaries, such as Click, enable
split ticketing through their systems when
this cost-saving approach is not offered by
the main online platforms.
Click’s Chris Vince says: “We offer split
ticketing, but we shouldn’t be in a position
where it’s necessary. You can always have
fewer clicks, but only when the rail industry
simplifies fares.”
[ THE PRICE IS RIGHT ]
Evolvi had another successful year in 2018
when it increased tickets sales and achieved a
small decrease in the average ticket value
(ATV) paid despite the annual increase (3.3%)
in regulated rail fares.
Analysis of 9.4 million transactions, up from
8.6 million in 2017, found that the ATV of
£56.32 last year compared to £56.83 in 2017.
IT Director Andrew Cantrell says: “When you
consider that the ATV in 2012 stood at £61.81,
the growing adoption of Evolvi’s smart fares
search functionality and comprehensive policy
options has consistently enabled rail users to
beat the effect of annual fares increases.
“It’s a great example of technology optimising
budgets by setting controls, adding value
through analytics, and simplifying navigation
through what is the most complex fares
structure in the world.”
Evolvi is also seeing growing enthusiasm for
paperless ticketing in the corporate sector,
particularly with increasing availability of
tickets that go straight into travel wallets and
do not require activation prior to travel.
“We need a system
that better reflects the
digital economy, which
uses mobile technology
to create value for
passengers”
“The Rail Delivery Group (RDG) is overseeing
the rapid roll-out of barcoded tickets across
all operators and all routes,” adds Cantrell.
“This is something that will enhance the
experience of increasingly tech-savvy business
travellers. We hope that progress will now be
made on the inter-operability that will unlock
the government’s vision for network-wide
paperless travel.
“We also welcome the proposal submitted to
the Williams Review by RDG and Transport
Focus for a more transparent, modern system
of ticketing and fares, based on the principles
of simplicity and value for money. We need a
system that better reflects the digital economy,
which uses mobile technology to create value
for passengers, and which opens up
opportunities to bear down on costs.”
74 THEBUSINESSTRAVELMAG.com
The rail API trusted by leading brands
At Evolvi, we create better outcomes for our customers by
providing real time access to rail fares and information to make
travel easier and cheaper. Our web services team supports
brands across business and leisure markets, driving value
through the rapid co-development of platforms integrating the
EvolviWS rail API.
As a partner for innovation, we power smarter rail solutions for
travel management company portals, online booking tools,
global distribution systems and expense packages. Our
collaboration goes way beyond access to the widest range of
fare types, providing customers with bespoke functionality that
meets their vision…and creates a stand-out market proposition.
More information
To find out more about the EvolviWS API,
email evolviws@evolvi.co.uk or call
01732 598510.
www.evolvi.co.uk
PARIS • BRUSSELS
• AMSTERDAM
Overseas / Rail travel
[ INTERNATIONAL MARKETS ]
FOREIGN EXCHANGES
Rail travel overseas could become a more viable option for business
travellers in the coming years, says Dave Richardson
Further deregulation of rail travel
within the EU will make it a more
viable option for business travel
from 2020, while Asia could be a big rail
market for the future.
Amadeus has become established as the
leading GDS platform for rail. Eve-Marie
Morgo, Head of Marketing for Amadeus
Rail, says deregulation will improve the
passenger experience in various ways.
“Firstly, it will encourage operators to
adopt a more customer-centric approach
and investment in technology will be an
important differentiator,” she explains.
“Operators that can offer international
distribution enabling cross-border travel,
multi-language website services and mobile
ticketing will be well-placed in this respect.
“Secondly, deregulation will improve
service quality as it will not only foster
competition among rail operators but also
encourage co-operation.”
Morgo continues: “Rail operators are
collaborating with air, coach travel and
ride-sharing services, and we anticipate they
will see the benefit of allowing passengers
on connecting journeys to transfer to a later
service without penalty, should their first
journey be cancelled or delayed.”
Where competition already exists it has
been beneficial. In Sweden, passenger
numbers have increased while prices have
dropped, while in Italy, NTV Italo became
the first private company to challenge the
state-owned operator and fares fell by 30%.
“The UK, Europe’s most mature privatised
rail market, has been beset by a lack of
innovation, with ticket prices the most
expensive in Europe,” says Morgo.
Amadeus has partnered with China
Railways to become the first technology
platform distributing its content outside
the mainland, but Morgo says the Asian rail
market is fragmented.
“The planned Kunming-Singapore railway
connecting China, Singapore and mainland
South East Asia will be a significant move
towards greater integration,” says Morgo.
Sabre and Travelport are also significant
players in rail, especially in Europe. Sabre
doesn’t yet offer rail content in China or
India, but now has direct integration with
RZD, the Russian State Railway, offering
real-time availability for domestic and
international routes. Travelport is looking at
China and other Asian markets, and has
already increased its rail content in the US.
Trainline users can now book rail in 44
countries, its latest deal being with ticketing
agency Real Russia.
French rail operator SNCF has introduced
an online booking platform called OUI,
which covers much of Europe. Apart from
Eurostar, its most popular routes for UK
business travellers are Paris-Lyon, Paris-
Bordeaux, Lille-Paris, and Paris-Brussels by
international operator Thalys.
Strong business travel growth of 12%
underpinned a record total of 11 million
passengers for Eurostar in 2018. London-
Paris and London-Brussels remain popular,
whereas London-Amsterdam, launched last
year and with a third daily frequency
starting in June, is more of a leisure route.
Deregulation will
improve service
quality as it will not only
foster competition among
rail operators but also
encourage cooperation”
THEBUSINESSTRAVELMAG.COM
77
Rail travel / Data
(SOURCE: ORR)
can't get no
SATISFACTION
The latest National Rail Passenger Survey saw satisfaction levels
fall to a ten-year low, albeit with mitigating circumstances
including strikes and the mishandled launch of new timetables
85.6%
THE PROPORTION OF TRAINS THAT ARRIVED
WITHIN FIVE MINUTES OF THEIR TIMETABLED
ARRIVAL IN THE UK IN THE LAST YEAR
83%
THE PROPORTION
OF LONG-DISTANCE
JOURNEYS
RATED AS VERY OR
FAIRLY SATISFACTORY
(SOURCE: ORR)
94 M
TOP 5 OPERATORS
1 HEATHROW EXPRESS
2 GRAND CENTRAL
3 CHILTERN RAILWAYS
4 HULL TRAINS
5 MERSEYRAIL / VIRGIN TRAINS
96%
94%
92%
91%
90%
THE BIGGEST FACTORS
INFLUENCING PASSENGER
SATISFACTION
Other
Punctuality
23 %
Journey
length
7 %
Level of
crowding
9 %
/reliability
36 %
Cleanliness
14 %
Frequency
of trains
11 %
THE BIGGEST FACTORS
INFLUENCING PASSENGER
DISSATISFACTION
79%
THE PROPORTION OF
REGIONAL JOURNEYS
RATED AS VERY
OR FAIRLY
SATISFACTORY
THE NUMBER OF PASSENGER ENTRIES AND
EXITS AT THE UK’S BUSIEST TRAIN STATION,
LONDON WATERLOO, IN THE LAST YEAR
Other
Train companies
18 %
Journey
length
5 %
Level of
12 %
crowding
9 %
OVERALL
SATISFACTION
dealing with
delays
48 %
Punctuality
/reliability
Level of
crowding
12 %
BUSINESS TRAVELLERS
-4%
(SOURCE: ORR)
THE NUMBER OF
1.7Bn
PASSENGER JOURNEYS
IN THE UK IN THE LAST YEAR
COMMUTERS
LEISURE TRAVELLERS
-3%
-1%
78 THEBUSINESSTRAVELMAG.COM
CONFERENCE
DEPARTURES
On the road with Alon Baranowitz
The founder of a global architecture and interior design
business, Alon Baranowitz shares his travel highlights
GOOD & BAD
Best business travel experience:
Early morning jogging along the
New York Highline and feeling the
Big Apple waking up.
Worst business travel experience:
Flying out of Heathrow Airport on
Christmas Eve.
SUPPLIERS
service was
on fire!
DETAILS
Name: Alon Baranowitz.
Position & company: Founder and
Creative Director, Baranowitz +
Kronenberg Architecture.
Nature of your business:
Architecture and interiors for
lifestyle venues including
hotels, restaurants, clubs
and event spaces. To name
just a few examples:
W Amsterdam, Sir Joan Hotel in
Ibiza, Mad Fox Club Amsterdam and
we're currently busy with W Ibiza,
W Prague and The Milan EDITION.
Based in: Mainly Tel Aviv, but we
also have an office in Amsterdam.
Business trips per year: 30.
Estimated annual mileage:
Around 60,000 miles.
Regular destinations: Los Angeles,
New York, Barcelona, Ibiza, Milan
and Prague.
Most recent trip: Barcelona and
Los Angeles.
Next trip: Ibiza to visit an upcoming
project there.
ROOMS FOR
IMPROVEMENT
Preferred airline or hotel and
why: Chiltern Fire House in London
for keeping the kitchen open
especially for us for a very late
dinner – and embracing us with a
great bottle of Champagne after we
won the Best Bar and Restaurant
Award. How they found out
about it, I will never know.
Loyalty points – obsessive
collector or not bothered?
Just keep flying and the
points will eventually reveal
themselves...
Favourite loyalty scheme: There
isn’t one that clinches it for me,
which says more about them.
STEPPING ONBOARD
Flights: work, rest or play?
All of the above.
Onboard connectivity – take it or
leave it? Stay unplugged.
Onboard habits: I always start off
with a great expectation to catch up
on work – which usually dissolves at
high altitude into a good read, a
sketch or a power nap.
DESTINATIONS
Happy never to go back to: Buenos
Aires Airport during a strike.
It was like something out
of Kafka but with a South
American touch.
Send me back to: The
endless pristine beaches in
the Algarve, Portugal.
Top overseas landmark: You can't
beat the bright blue icebergs in the
stunning Torres Del Paine National
Park, Chile.
do cry
for me,
argentina
Biggest business travel irritation:
Why do hotels always have tiny
amenity kits and little bottles of
shampoo? They are next to useless
and certainly not luxury.
Pack light or go prepared?
In between – I would say I am
lightly prepared!
Never leave home without:
A good book. Traveling allows me
ample time to catch up on my
reading list.
TRAVEL POLICY
ROOM FOR IMPROVEMENT
One thing that would improve
business travel: Definitely having
more speedy e-gates at airports.
I hate the queues.
Stick to the travel policy or a bit of
a maverick? I don’t think I’ve got
time to improvise.
If you could change one thing
about your travel policy: Abandon
early morning flights.
80 THEBUSINESSTRAVELMAG.com
DEPARTURES
Meeting in Liverpool
Home to The Beatles and
two Premier League
football teams,
Liverpool’s prowess as a
sporting and musical
centre is known the
world over. Its industrial
past was built on its port,
which handled goods and
raw materials from
across the British Empire,
but today it is a centre
Wow factor
Liverpool Cathedral
1 St James Mount, Liverpool, L1 7AZ
0151 709 6271 /
liverpoolcathedral.org.uk
Britain’s biggest cathedral (and
the fifth largest in the world)
features impressive gothic
arches and a huge tower,
making it a perfect choice for
grand gala dinner or awards
evening. The events space can
cater for anything from 20 to
2,000 delegates. Wifi is
available throughout the
property. Due to the versatility
of the property, call for a quote.
Quirky venue
The Beatles Story
Britannia Vaults, Albert Dock,
Liverpool, L3 4AD
0151 709 1963 / beatlesstory.com
The Beatles Story is home to a
recreation of Mathew Street in
1960s Liverpool, including a
replica of the original Cavern
Club. The museum can provide
themed live entertainment,
food and drink in either the
Cavern Club replica or the Fab
4 café. Hire from £3,200
plus VAT for the
entire venue after
opening hours. A HARD DAY'S
NIGHT
On a shoestring
Avenue HQ
17 Mann Island, Liverpool, L3 1BP
0800 368 8478 / avenue-hq.com
The modern and airy
co-working space provides
visitors with in-house catering,
a bar and coffee shop, and is
located on Liverpool’s historic
waterfront. A second space in
the city‘s nearby commercial
district at St Paul’s Square is
due to open this year. Lobby
room hire is available from
£130 per hour up to £800 for a
full days hire, for a maximum
of 30 delegates.
for financial services,
education, life sciences
and tourism.
Small but perfectly formed
Wired up
Out of town
Hope St. Hotel
40 Hope Street, Liverpool, L1 9DA
0151 709 3000 /
hopestreethotel.co.uk
Located in the heart of the city
centre, the smart four-star
hotel has five modern meeting
spaces. Rooms can cater for
small meetings of up to 14, to
30-70 theatre-style. Food is
available from its AA two
rosette restaurant, The London
Carriage Works. DDR
from £35 including
VAT and room hire
is from £800.
CENTRAL AND
CONVENIENT
ACC Liverpool
Kings Dock, Liverpool, L3 4FP
0151 475 8888 / accliverpool.com
The sprawling ACC Liverpool is
the home to the BT Convention
Centre, Echo Arena and the
Exhibition Centre Liverpool on
the city’s waterfront. Meetings
and events of almost any size
can be held on the site. There
is around 14,225m 2 of
exhibition space across the
three venues as well as
numerous breakout spaces and
an 11,000 seat arena.
Enquire for bespoke rates.
Knowsley Hall
Knowsley Place, Prescot, L34 4AG
0151 489 4827 /
knowsleyhallvenue.co.uk
This 2,500-acre estate and
historic hall is set within acres
of fields and lawns despite
being only 15 minutes from the
city centre. The venue is geared
towards large conferences,
24-hour delegate packages and
team building days. It has a
safari park, in-house
catering, a spa and
on-site rooms. DDR
from £39.
HISTORIC
HIDEAWAY
Getting there
The city has its own
international airport and is
located two hours from London
by train. By car the city can be
reached by taking the M6 then
joining either the M62, M58 or
M56 to Liverpool.
Further information
Contact Liverpool
Convention Bureau for advice
on organising an event.
Liverpoolconventionbureau.com
has details of venues and
accommodation. Call 0151 233
5933 or email conferences@
marketingliverpool.co.uk
THEBUSINESSTRAVELMAG.com
81
DEPARTURES
New kid on the block
Dakota Manchester
THE LOWDOWN This brand new
boutique hotel opens this May in the
heart of Manchester and looks set to
become a popular urban bolthole for
the savvy business traveller. It has
137 guestrooms, including 20 suites –
one of which Dakota claims will be
the largest in the city – plus an 'urban
brasserie', The Grill, which will serve
classic dishes paired with fine wines,
plus a cocktail bar and Champagne
room. The hotel is located on Ducie
Street, close to Manchester Piccadilly
station, and a ten-minute walk from
bustling Market Street and 20 minutes
from Manchester Convention Centre.
It is the fifth hotel from the chic
British brand, joining existing
properties in Leeds, Edinburgh and
two in the Glasgow area.
that's a FACT The Dakota brand
is named after the pioneering US
aircraft that transformed air travel in
the 1930s by offering stylish and
affordable service in an age when
flying was reserved for the elite.
they said it "What sets Dakota
apart from other boutique hotels in
Manchester is that the guest is at the
forefront of our minds at all times.
We believe we can make a difference
by purely focusing on doing the
simple things brilliantly. Dakota is
stylish, luxurious and timeless. Expect
fabulous food, impeccable service,
timeless design and attention to
detail, a magnificent Champagne
room and a cigar garden.”
RATES Rates at the
hotel start from £203 per night.
82 THEBUSINESSTRAVELMAG.com
DEPARTURES
On business in... Singapore
Originally founded as a
colonial trading post by
Sir Stamford Raffles, the
small island city-state of
Singapore is today one of
the world’s most highly
developed market
economies and is a
melting pot of different
religions and cultures,
writes Emma Allen
new
highs at
gardens by
the bay
Getting there
British Airways operates
direct flights twice a day from
London Heathrow to
Singapore’s Changi Airport.
Singapore Airlines flies four
times daily from Heathrow to
Singapore and five times a week
from Manchester to Singapore.
Flights take around 12 hours.
Further information
For details on conferences and
events, visit Singapore Exhibition
and Convention Bureau (SECB)
at visitsingapore.com/mice or
email secb@stb.gov.sg
SLEEPING
Raffles, the grand dame of Singapore
hotels, reopens this summer
following a complete refurbishment.
Elsewhere, the recently opened Six
Senses Maxwell is set in a restored
row of chop houses in Chinatown
while M Social in nightlife district
Robertson Quay boasts eclectic
Philippe Stark designs.
EATING
Incredible city views and Michelinstar
dining are on offer at Jaan, while
Blue Lotus Chinese Eating House is
one of the best places for
Singapore’s famous chilli crab.
Downtown, Lau Pa Sat has great
satay dishes. Try hawker centres
(food courts) like Maxwell Food
Centre for cheap eats.
After hours
Head to CÉ LA VI perched at
the top of Marina Bay Sands for a
sky-high view or hang out in the
Singapore outpost of New York
bar Employees Only for swanky
cocktails. Native on bustling Amoy
Street serves a range of fine gins
while night owls can head to club
favourite Zouk in Clarke Quay.
Getting Downtown
Changi Airport is around 10 miles
from the city centre. Singapore’s
efficient Mass Rapid Transit (MRT)
train is the cheapest way to get into
the centre and takes around 30
minutes. Metered taxis are freely
available at the airport or,
alternatively, private transfers can
Gin and
you're
winning
be arranged via the airport’s
24-hour Ground Transport desks in
the airport arrival halls.
Must-See Sights
Little India and Chinatown
have heritage and temples
in abundance. Shoppers will
love Orchard Road, a three-mile
stretch of malls and designer stores,
while the nearby resort island of
Sentosa offers attractions like
Universal Studios and SEA
Aquarium. The tranquil greenery of
Gardens by the Bay, with the
incredible Supertree Grove, makes a
restful retreat from the city.
THEBUSINESSTRAVELMAG.com
83
DEPARTURES
Focus on... Canada
Straddling six time zones,
the second-largest
country in the world has
strong historic and
economic ties to the UK,
writes emma allen
Canada is vast. The second-largest
country in the world stretches from
the Atlantic Ocean in the east to the
Pacific Ocean in the west, meaning
there is plenty of opportunity for
ambitious UK business.
Much of its interior is beautiful
wilderness, but Canada’s
cosmopolitan cities like Toronto and
Vancouver regularly top the ‘best
places to live’ listings and the
country ranks highly for its
education levels, government
transparency and disposable income
per capita. It is also one of the
world’s biggest economies, taking
tenth place in the 2018 IMF global
ranking of GDP value, ahead of
Russia and South Korea.
A long shared history between
Canada and the UK has helped forge
strong alliances between the two
countries – we share the same head
of state and a common language,
after all. Economically, there are
already well-established trade links
too, making Canada an accessible
option for UK firms, particularly as
its legal and business practices are
built on the UK’s systems.
Two years ago, trade
between the two countries
was given a big boost
when the Comprehensive
canada
time zones: Canada has
six time zones. GMT -8hrs
Vancouver; GMT -7hrs
Edmonton; GMT -6hrs
Winnipeg; GMT -5hrs Toronto;
GMT -4hrs Halifax; GMT -3.5hrs
St John’s.
currency: Canadian Dollar.
£1 = $1.74.
dialling code: +1
Visas: Brits don’t usually need
a visa to visit Canada for short
periods, but will need to get an
Electronic Travel Authorisation
(eTA) before leaving the UK if
travelling by air.
84 THEBUSINESSTRAVELMAG.com
DEPARTURES
Economic and Trade Agreement
(CETA) was brought in, boosting
investment and making it far easier
to trade goods and services between
Canada and the EU.
Labelled ‘the most ambitious trade
agreement that the EU has ever
concluded’, CETA threw open the
door to UK firms keen to bid for
Canadian public contracts, and in
turn, meant that British importers
have seen taxes reduced to zero on
some 9,000 Canadian products.
The UK’s International Trade
Secretary, Dr Liam Fox, said: “British
businesses and consumers are
already feeling the benefits since the
agreement came provisionally into
force. The agreement eliminates
almost every tariff on goods traded
between our two countries and we
will transition it into UK law after
we leave the European Union so
that businesses can continue to
enjoy as free and frictionless trade
as possible.”
Post-Brexit, the hope is that trade
relations remain unhindered.
Department for International Trade
figures show that the UK exports
around £8.2billion of goods and
services to Canada each year,
making it our eighth-biggest export
market outside the EU. Key exports
include air and space craft,
pharmaceutical products, boilers
and electronic equipment.
In return, the UK is by far Canada’s
most important commercial partner
in Europe. Over the last five years,
the UK has grown into Canada’s
second-largest goods export market
after the United States.
However, there are considerations
for UK firms wanting to enter the
Canadian market. Canada’s federal
structure means each province has
its own regulatory processes in
place, meaning good local research
is needed to ensure the legal
requirements are met for products
in each location. Canada’s sheer size
may be another issue – it may be
worth using a local agent or
representation to work around
distance and time zones.
While Brexit uncertainty continues,
there are signs that positive trade
ties with Canada are being given a
new focus by the UK government.
Speaking recently, UK High
Commissioner to Canada, Susan le
Jeune d’Allegeershecque, said she
was confident the two countries
could avoid tariffs in the event of a
no-deal exit from the EU, with
officials from both sides holding
talks to preserve existing CETA rules.
THEBUSINESSTRAVELMAG.com
85
DEPARTURES
Factfile: Canada
TORONTO
celebrates its
'little nyc'
status
VANCOUVER
mixes old
and new
FLIGHTS
British Airways: flies direct
twice a day to Toronto from
London Heathrow and once
daily to Vancouver and
Montréal from Heathrow.
Air Canada: operates daily
flights from Heathrow to
Montreal, Ottawa, Toronto,
Vancouver and Calgary, as well
as regular flights to Halifax and
St John’s. Glasgow flights are
also available to Montréal and
Toronto daily, and twice weekly
to Calgary and Ottawa.
Westjet Airlines: increases
Gatwick services from April 28,
offering daily flights to Toronto,
up to seven weekly flights to
Calgary and Halifax, up to six
flights a week to Vancouver,
twice a week to Edmonton and
once a week to Winnipeg.
Flights from Glasgow to Halifax
will run six times a week.
Air Transat: runs seasonal
services from Gatwick,
Glasgow, Manchester to
Calgary, Edmonton, Vancouver,
Montréal, Toronto and Québec.
Hotels
calgary
loves a
stampede
Canadian-owned boutique
brand Le Germain Hotels has
stylish properties in Toronto,
Montréal, Québec, Charlevoix,
Calgary, Ottawa and other
destinations across Canada.
Sister brand Alt Hotels is also
well represented across
Canada and offers eco-friendly,
'affordable luxury' in cities
including Winnipeg, Toronto,
Ottawa, Montréal, Brossard,
Québec City, Halifax, Saskatoon
and St. John’s. Four Seasons
will open a hotel in Montréal
this June, while US brand
Loews has hotels in Montréal
and Toronto. Fairmont Hotels
& Resorts has luxury
properties in Banff, Ottawa,
Victoria, Québec and Toronto.
Marriott has properties across
Canada with multiple hotels in
locations including Vancouver,
Toronto, Calgary and Ottawa.
Ramada by Wyndham Hotels
has the largest coverage in
Canada with over 75 hotels
spread across Alberta, Québec,
British Columbia, Ontario,
Saskatchewan, New Brunswick
and Newfoundland.
OFF DUTY
Quebec City: Walk along the
fortified walls surrounding Old
Québec, a UNESCO World
Heritage Site. Visit notable
historical sites like the Petit-
Champlain District, Place
Royale, the Plains of Abraham
and the Parliament Building.
Village Vacances Valcartier is
one of Canada’s biggest
theme and water parks.
Toronto: Head
skywards to 360, the
revolving restaurant
two-thirds of the way up
Toronto’s 553m-tall CN Tower.
Historic food hall St Lawrence
Market offers the best seasonal
produce. Each September, the
city hosts the Toronto
International Film festival.
Vancouver: Wander the
historic neighbourhoods of
Gastown and Chinatown. Visit
scenic English Bay and the
Vancouver Harbour. Don’t miss
Stanley Park, a 1,000 acre park
with the city’s iconic totem
poles, spectacular views of the
mountains and Lion’s Gate
embrace
your inner
cowboy
Bridge. The Inuit Gallery of
Vancouver offers the best in
traditional handcrafted art.
Ottawa: In summer, see the
daily Changing of the Guard on
the front lawn at Parliament
Hill and return in the evening
for the nightly sound and light
show. Visit the dramatic
Canadian War Museum, or
stroll around the courtyards
of shopping district
Byward Market.
Calgary: Calgary Zoo has
more than 1,000 animals, a
prehistoric park and botanical
garden, and is praised for its
conservation work. The 191m
Calgary Tower has a revolving
restaurant a with sweeping
views. Each July the city hosts
the Calgary Stampede, a giant
wild west festival.
Montreal: Visit the Basilique
Notre-Dame with its impressive
interior. The Musee de Beaux-
Arts has a vast collection of fine
art. Head to Montréal’s Old
Port for boat tours or a stroll
along the St Lawrence river.
86 THEBUSINESSTRAVELMAG.com
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Untitled-2 1 28/01/2019 09:45
DEPARTURES
Reality check
HOTEL: RESIDENCE INN LONDON KENSINGTON
THE HOTEL
This 319-suite
for rugs, curtains, a sofabed and feature
aparthotel became Marriott's largest
wall. A number of London-themed
Residence Inn in Europe – and third
photos and artworks adorned the walls.
largest worldwide – when it opened in
The lounge area also had a coffee table,
May last year. It is a short walk from
wall-mounted TV, dining table and
Earl's Court and West Kensington
chairs and access to the roof terrace,
Underground stations and a ten-minute
while the kitchenette was equipped with
stroll from the Olympia exhibition centre.
a small fridge, compact dishwasher,
THE CHECK-IN
I arrived at around
basin, oven, kettle, toaster, dual hob
5pm and wasn't surprised to see a short
and all necessary utensils and crockery.
queue for check-in in the light and airy
Further amenities included a coffee
lobby. It wasn't long before I was heading
machine, iron and ironing board,
for my room albeit after another short
hairdryer and safe.
wait, this time for the elevators.
THE FACILITIES
Complimentary
THE ROOM
There are seven
breakfast (featuring a good continental
room – or suite – categories and I was
and cooked offering) was served in the
range of suites – and the roof terrace
staying in a top-floor premium suite, the
ground floor bar area. There's also a
was a nice bonus. My suite was certainly
main perks of which were more space
'grab & go' pantry, a lounge space with
well suited to longer stays although my
(it's a 30m 2 suite) and a roof terrace
with fine views across London. A lounge
and kitchenette area gave way to a
small bedroom (with wardrobe and TV)
the likes of table football and games
consoles, a small gym and a laundry.
Wifi access is free throughout the hotel.
Guests opting to cook in their suite
THIS IS A WELL-RUN,
SMART AND ATTRACTIVE
APARTHOTEL
patience with the small number of
elevators might be tested at busy times!
THE DETAILS Residence Inn London
Kensington, 181-183 Warwick Road,
and bathroom (with shower but no bath
will appreciate the Tesco superstore
London W14 8PU. Rates start from £99
– hot water took an age to come
right next door to the hotel.
per night (+VAT) including breakfast.
through), all decked out in dark wood
flooring plus various shades of green
THE VERDICT This is a well-run, smart
and attractive aparthotel with a good
Tel: 020 3146 7980. marriott.co.uk
Andy Hoskins
HOTEL: NATIVE GLASGOW
THE HOTEL
Opened in summer
THE ROOM
I stayed in apartment
2018, this 64-unit aparthotel occupies an
103 (Premium One Bedroom) on the
Edwardian property that was once the
first floor, a few paces from reception. It
headquarters of the Anchor Line
felt like three apartments in one, with
Shipping Company (look for historic
the extensive shower room, cosy living
features like the carved nautical
room and large bedroom all having their
emblems on the outside of the Art Deco
own separate doors. The main living
building). It is centrally positioned, on
space featured an iron fireplace, a
Vincent Street, and close to George
comfy three-cushion couch, a large TV
Square and the Gallery of Modern Art.
and a fully-equipped kitchen with an
It’s just 20 minutes (by the Airport
induction hob, fridge, kitchen chairs, and
Express bus) to Glasgow International
washer/dryer. The eye-catching feature
Airport and a short walk from the city's
of the bedroom was a walk-in wardrobe
two central train stations.
that was once a safe – the heavy-duty
THE CHECK-IN
The small reception
door is wedged permanently open.
area is on the first floor, up stone steps
THE FACILITIES
There’s free high-
incorporates original features such as
that have been trodden down by history
speed wifi but no meeting spaces. Two
terrazzo flooring, fireplaces and several
(there is also an elevator). It was Estonia
restaurants are attached to the building.
windows restored by the same family
Independence Day when I visited, which
explained the small bowl of sweets
wrapped in the blue, black and white
colours of that country's national flag.
The receptionist, from Tallinn, was all
I had dinner, with a French theme, in
Atlantic Bar and Brasserie, and
breakfast, a full Scottish affair, in Anchor
Line. Both were fabulous and hearty.
THE VERDICT Native’s first Scottish
THE WALK-IN
WARDROBE, WITH A
HEAVY-DUTY DOOR,
WAS ONCE A SAFE
firm that first fitted them in 1906.
THE DETAILS 14 Vincent Street,
Glasgow G1 2DH. Rates start from
£85 (+VAT) a night for a Studio and £118
a night for a Premium One Bedroom.
smiles but initially there was no record
property provided an ultra-comfortable
There is no minimum stay. Tel: 020
of my reservation or dinner booking.
Both were quickly located.
stay in a spacious apartment. Impressive
is the way the building's conversion
7313 3886. nativeplaces.com
Steve Hartridge
88 THEBUSINESSTRAVELMAG.COM
DEPARTURES
FLIGHT: BRITISH AIRWAYS, FIRST CLASS
THE FLIGHT
BA016 from Sydney to
open storage area. The seat’s side wall
Singapore operated by a B777-300 and
included a wardrobe with hangers and
departing at 16.30 local time.
net racks for storage. There was also an
PRE-BOARDING
Check-in was handled
additional coat hook and magazine
by Qantas staff who were friendly and
rack. Seat recline to fully flat was easily
efficient for me but were suitably
adjusted with a swivel switch rather
assertive with an obnoxious passenger
than buttons and worked smoothly.
on the next desk along. Boarding was
The IFE screen was huge and the
on time and all was on schedule until
controller, headphone socket, two USB
two passengers failed to board and
ports and three audiovisual sockets
caused a delay while their bags were
were all easily accessible.
offloaded. Sydney is now a ‘quiet’
THE SERVICE
The crew were smart
airport with no announcements. Perhaps
and business-like, offered a cheery
improving the environment has
welcome and then personally introduced
increased such no-shows.
themselves. Welcome drinks came
THE SEAT I was in seat F1 –
quickly and on hearing of a delay a
THE VERDICT
This was a daytime
one of the two centre seats with an
second round of Champagne muted
flight so lights weren’t dimmed and no
optional seat divider for privacy. A
any moaning. Dining was impressive,
mattress liner was added but the seat
cushion and large pillow were on the
seat, plus blanket and headphones.
Pyjamas and a Liberty amenity kit were
personally offered by the crew. The
roomy seat was wide enough to curl
with my choices including a prosciutto
appetiser, Tasmanian salmon as my
starter and pan-seared fillet of beef for
my main. Desserts included coconut
panna cotta, sticky toffee pudding or an
THE DINING WAS
EXCELLENT AND
THE SERVICE WAS
ATTENTIVE
was roomy and I felt nicely cocooned by
the wrap-around walls. The dining was
excellent and the service was attentive.
THE DETAILS British Airways flies
daily between Sydney and Singapore.
your legs up into, with plenty of elbow
impressive cheeseboard. A second
One-way fares are from around £2,500
room to the right where a wide shelf
doubled as a small drinks table and
service of cake and sandwiches was
offered two hours before landing.
in First Class. britishairways.com
Julie Baxter
HOTEL: POINT A, LONDON LIVERPOOL STREET
THE HOTEL
The Point A hotel group
the main feature of note. Space was at
promises "everything you need and
a premium in the seriously compact
nothing you don't" and targets both
bathroom but the shower was good.
business and leisure travellers at the
There was a safe (which unfortunately
budget end of the spectrum. It has six
was locked shut) by the bed and a
hotels across London and one in
hairdryer was located in a storage space
Glasgow, with additional properties
that cleverly converted into a small desk
opening in Edinburgh and London
area with power points. There was a
Kensington this summer.
wall-mounted TV, a large mirror and
THE CHECK-IN
The hotel is a short
hangers on the wall. Room temperature
walk from both Shoreditch High Street
and lighting – including a mood lighting
and Liverpool Street stations. I
option – were controlled from a smart
approached from the latter and found
panel by the door that illuminated upon
the hotel hidden away on a quiet
close contact. Wifi access was free.
cobbled street that could easily be
THE FACILITIES
There's a large cafe
passed by without notice. I had a short
and dining area on the ground floor
Tucked away on a quiet street, it is a
wait at check-in while two members of
where breakfast (a good self-service
good budget refuge with fairly basic but
staff dealt with other guests.
continental offering) and coffee is
attractive guestrooms – and some great
THE ROOM Some rooms do not
have windows – a guest in front of me
at check-in had booked such a room –
but mine was a slightly larger, standard
double room on the third floor with
served, plus a verdant garden area is
open from 8am to 9.30pm. There's
no dining menu but basic snacks are
available around the clock. There's
also an ironing room.
IT IS A GOOD
BUDGET REFUGE WITH
BASIC BUT ATTRACTIVE
GUESTROOMS
rates for advance bookings.
THE DETAILS Point A London
Liverpool Street, 13-15 Folgate Street,
London E1 6BX. Rates start from £69 per
night. 'The Brekkie' is an additional £9
views east towards Brick Lane. Decor
THE VERDICT
The hotel is in a good
and early check-in (11am rather than
was smart and stylish with a huge grey
headboard with colourful studs being
location for business in the City and
connections elsewhere in the capital.
3pm) costs £20. pointahotels.com
Andy Hoskins
THEBUSINESSTRAVELMAG.COM
89
DEPARTURES
The final word
A stay that’s really fit for a king
We live in difficult
times. Things are
tough and everyone
has a little side hustle. Youʼve
gotta make a quid, right?
The secret is being able to
identify where the opportunities
lie, so it is good to see Airbnb
management company
GuestReady doing its patriotic
duty and working out how much
the Queen might be able to get,
should she start renting out
Buckingham Palace on the
home-sharing site.
Given that the property has
775 rooms, including 19
Staterooms, 52 Royal and guest
bedrooms, 188 staff bedrooms,
92 offices and 78 bathrooms,
there is plenty of money-making
potential for Her Maj.
As you might expect, rates are
at a bit of a premium. Location,
the buildingʼs history, and the
fact that it has an indoor
swimming pool, private cinema,
post office and helicopter
landing pad all count in its
favour. But how much?
A night in one of the 52 Royal
bedrooms would likely set you
back £3,570, while a cheap stay
in one of the staff apartments
would be £284 per night. TMCs
might want to note that the
banqueting room, which seats
160, would be priced at £16,000
while the gardens, which can
host parties for 8,000, would
cost around £400,000 to hire.
CLAIMS WITH
SOME BLAME
Software giant Oversight
Systems checked out millions
of publicly available expense
claims made in the US in 2018.
Here's some of our favourites
1 A sports bra (so a client
could go to a yoga class)
2 Eyelash extensions ($69)
3 Lenovo computers
($99,000), bought with
corporate discount and
then sold on
4 A bottle of wine, expensed
as ‘a snackʼ
5 Three books on how to
prepare for, and survive, a
nuclear holocaust ($44.85)
World of possibilities
From a treehouse in
the frozen north to
Gamirasu Cave Hotel
inside the ‘fairy chimneys’
of Turkey’s Cappadocia,
Tripadvisor has named
some of the most unique
hotels around the world
according to its travelling
community.
The collection is truly
international and includes
Sweden’s Treehotel where
guests can spy the northern
lights, Hotel Eclat in Beijing
that resembles a glass
pyramid (pictured), and
Giraffe Manor – a safari
lodge in Kenya that has its
own herd of friendly giraffes
that regularly pop a head in.
Proof that you can sell certain people almost
anything if you make it sound special enough
comes flying in from Stansted Airport luxury
food outlet Not Always Caviar. Its new Sky
High Sandwich (salt beef or seafood) is
supposedly designed to deliver maximum
flavour at 35,000ft, thanks to ‘a unique
umami spice blend’. Science says your taste
buds are affected by dry air and low pressure,
and the umami - that mysterious fifth taste
- is vital to get
things working.
At £11.95, we’ll
stick to the
Pringles,
thanks.
90 THEBUSINESSTRAVELMAG.COM
Business & leisure
in equal measure
Business stays like
sterminshotel
St. Ermin’s Hotel, 2 Caxton Street, London SW1H OQW
+44 (0) 207 222 7888 www.sterminshotel.co.uk
Take a virtual show round visit www.sterminshotel.co.uk/tour
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