A Policy Document Doesn't Prepare Anyone for Disruption

In Business Travel Executive's special report "The Intentional Traveler: The Power of One," Chloe Carver, Head of Corporate Travel at Acquis, argued that duty of care has outgrown the static policy document. "Modern duty of care has to account for the fact that travelers are not all the same, and a 20-page policy document doesn't prepare anyone for a real disruption," she said. As organizations place more responsibility on individuals, Chloe made the case that the burden shouldn't fall entirely on the traveler either: "Travelers shouldn't have to reverse-engineer their own support system."

Chloe was specific about where a TMC earns its value. "The real TMC value lives in complexity, such as multi-carrier international itineraries, coordinating hotel and ground when an entire day unravels, or situations where someone needs a human to think across multiple suppliers at once," she said. The hard part is making sure travelers turn to the right place at the right time. As Chloe noted, when someone calls the TMC for an air booking it can't touch, it wastes critical time during a disruption and degrades trust in the program overall.

Read the full article on BTE →

Continue Reading

Building Travel Programs That Work With, Not Against, Your Travelers

Read More