As the concept of the distributed workforce gains traction, whole new categories of employee travel have emerged. There’s the office-less itinerant, the COVID-cautious traveler, the occasional tripper, the seasoned road warrior who brings new expectations to the journey.
By Travel Buyers Think Tank
In each issue of Business Travel Executive, the members of our Buyer Think Tank offer their individual thoughts on what’s hot, what’s cool and what’s coming next in managed travel.
The Think Tank is a team of eight veteran travel managers from programs that run the gamut in size and complexity – but each member contributes a unique viewpoint. Travel Buyer’s POV brings fresh perspectives and ideas to inspire innovation and thought leadership in the corporate travel industry.
As the concept of the distributed workforce gains traction, whole new categories of employee travel have emerged. There’s the office-less itinerant, the COVID-cautious traveler, the occasional tripper, the seasoned road warrior who brings new expectations to the journey.
How these changes impact corporate travel raises myriad questions, and the travel buyer needs to be ready with answers. BTE’s Buyers Think Tank share how these new concerns add to the shopping list of ingredients that go into the post-pandemic stew that is their travel programs.
The Exceptions Becomes the Rule New position, new travelers, and a new mindset – all things I am adjusting to. Just as most of us got very comfortable working from home, the travelers have become accustomed to the exceptions made during the pandemic. The ability to choose nonstop flights, alternate accommodation, not sharing cars – all things we allowed to keep our travelers safe.
Now these adjustments have become the common requests/ expectations of today. They were protective measures, but also allowed a certain amount of comfort and flexibility which our travelers want to keep. It is one less stressor on them, and puts the control of the business trip in their hands. At the same time, this challenges our travel programs and us to provide the balance. – Cheryl Benjamin
Seeking Approval My “new” traveler needs a lot more than before, and the responsibilities on travel managers continue to increase. So many more actions have to take place before, during and even after the trip. Both experienced travelers and newcomers need approvals – different and pre-trip in some cases. Depending on the destination, additional information on conditions and requirements must be communicated and adhered to by the new traveler. The expectation is that vendors will be vetted and provide the service/safety level required.
During booking the new traveler may see different options than he was used to before. Some flights no longer exist, hotels that were used previously either aren’t there or have changed, and that once-easy rental car booking that you used to leave until the last step, is either sold out or double/triple the price. More training or advice on booking needs to be communicated to the new traveler. Post trip there are new expenses and expense types that need to be accounted for. That’s just touching on a few things. The number one thing the “new” traveler needs in my world is – approvals. – David Smith
Raising Expectations After two years of being grounded, the new traveler is eager to get on the road and up in the air. They want less hassle, more plugs for their devices and they want to be on time. Many will pay for comfort and convenience. The new traveler wants a simplified and personalized booking experience.
They expect clean spaces throughout their journey and clear safety measures. They need food options and reliable WiFi. They value inclusivity and sustainability. Like the rest of us, the new traveler is sick and tired of Zoom meetings. The new traveler is kind of like the old traveler. – Wendy Palmer
Lessons Learned Today’s traveler is no different than the traveler before COVID. I would like to believe that ‘new’ travelers are more aware of their surroundings, more careful about the cleanliness of flights and airports, and always looking for the safest options especially in rideshare. Travelers have always been ready to take those trips for meetings, conferences, sales calls, etc.
As travel begins to come back, so are the business travelers. COVID has taught us all that being productive via Teams calls and working remotely is possible, but nothing replaces face to face meetings or in-person experiences.
Whether you are a new traveler or not, let’s remember the lessons learned. If you are not feeling well, please cancel or postpone your trip. Personal space is important, especially when you’re not wearing a mask. Everyone’s experience has been different during these times. Kindness matters. Now let’s get back to traveling and enjoying the ride. – Gloria Gonzalez