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THE BUSINESS TRAVEL MAGAZINE FROM CHAMBERS TRAVEL GROUP AUGUST / SEPTEMBER 2015
Out and
Manchester’s dining
scene excels
about
04 | Smart technology
12 | Smarter RFPs
14 | Sharing economy
FROM LIMO TO LOUNGE IN 10 MINUTES Head straight from your limo through our Private Security Channel at London Heathrow and you’ll be relaxing in our Clubhouse before you know it. Every minute counts, so here’s a few back. For more information, contact your Chambers team
WELCOME | 03
IN THIS ISSUE 11 | BIG DATA =
BUSINESS INTELLIGENCE
Read the Chambers guide to how business
INDUSTRY NEWS intelligence (BI) can help your business
04 | SMART TECHNOLOGY 12 | SMARTER RFPS
WHERE IT COUNTS All travel managers hate RFP time. The
Discover SMART, Chambers’ latest proprietary process takes time, resource and money,
technology solution featuring a set of but here’s a way of making the RFP slick
bespoke web and mobile-enabled software and painless, explains Mark Harris.
applications for the UK and Europe.
14 | BREAKING THE MOULD
TRAVEL TRENDS Do you want your travellers to ride in a
shared private taxi or stay in someone’s
06 | A TOUCH OF CLASS? home? The rise of the shared economy
Ensuring the company travel policy is an is tantalizing for some, but can these
We’re very excited to be unveiling SMART, expectation across the whole organisation, suppliers integrate into a managed travel
a technology solution that will transform including the bosses, is essential for programme? Gillian Upton finds out.
business travel processes, drive efficiency compliance, explains Mark Harris.
and compliance and influence traveller
behaviour. All is revealed on page 4.
Cutting out the angst of undertaking an
RFP is the focus of our feature on page 12
by Mark Harris, while Gillian Upton explores
whether sharing economy suppliers – the
likes of Airbnb and Uber – can fit into a
managed travel programme (see page 14).
Professor Quigley of International SOS
shares best practice on how to keep
travellers healthy when abroad, on page 8,
while the Paul Wait of GTMC explores the
ramifications for the business travel world
16 | TUCKING IN
of Lufthansa’s GDS surcharge on page 7.
Manchester’s dining scene has never
And while still on air, we underline the
been more vibrant and Chambers
importance of all stakeholders adhering to Senior Event Manager Mike Leeson has
travel policy in our feature by Mark Harris 07 | LUFTHANSA CHANGES come up with three venues ideal for
on page 6. THE STATUS QUO any size of event.
Running an event domestically? Then Levying a surcharge for fares booked
Chambers’ Mike Leeson has come up with via a GDS has caused furore in the
three venues that tick all the boxes in the business travel industry. The GTMC’s CHAMBERS INSIGHT
vibrant city of Manchester. Find our tried CEO Paul Wait shares the organisation’s
and tested recommendations on page 16. view on the airline’s decision. 18 | POWERING AHEAD
A new Concur service for our customers, Find out about Chambers’ new Concur
a profile of our new head of supplier Platinum Service and what it could mean
08 | CAUTIONARY TALES for you.
relations and the person who has filled the Professor Robert L Quigley of International
newly created role of senior account SOS shares best practice when it comes to 19 | BERLIN BOOMS
director in our burgeoning events division, mitigating health risks for your travelling Germany is one of Chambers’ eight key
rounds off the issue on page 18. employees. European markets and big expansion is on
the horizon from its offices in Berlin.
GREAT IDEAS
10 | MEETINGS A LA CARTE
Martha Allen of Chambers Event team
explains why Singapore ticks all the right
Chris Thelen, Chief Executive Officer boxes for a successful conference or event.
Travel Matters magazine is published four times a year by UK Headquarters,
Chambers Travel Group. Broken Wharf House, 2 Broken Wharf, London EC 4V 3DT
Editor: Gillian Upton Design & Production: eighthouse.co.uk T: + 44 (0) 20 7429 9600 F: + 44 (0) 20 7429 9605
On behalf of Chambers Travel Group: Hannah Fletcher. www.chamberstravel.com
While every effort is made to ensure accuracy, Chambers To subscribe to Travel Matters, contact Hannah Fletcher at
cannot be held responsible for any errors or omissions. Chambers Travel Group, on +44 (0) 207429 9600 or
Printed by John Dollin Printing Services. email: Hannah.Fletcher@chamberstravel.com
www.chamberstravel.com
06 | TRAVEL TRENDS
A TOUCH OF CLASS?
Falling premium cabin fares are making life tough for corporate
travel buyers, says Mark Harris. It’s all to do with the actions
of the top echelons of management. Read on…
Just what is a VIP? A movie star? A need to get the executives working with
footballer? Perhaps your very own CEO you and to support you from the start. If
– or at least he thinks so, judging by his you don’t get the CEO on your side, then it’s
attitudes towards the company travel not going to work,” said one leading buyer
policy. Not for him the delights of the at this year’s BBT Forum. If people at the
Travelodge Billericay and a seat in cattle senior level don’t set a positive example in
class on the 9.23 to Bognor…. the way they travel, you can hardly expect
Of course this isn’t the whole story. others to do the right thing.
Buyers often have to compromise on policy, As with any corporate policy, employees
not least when business class and first are most inspired and engaged when that
class cabin fares are falling, opening the policy is endorsed or ‘owned’ by senior
door to a stampede of company executives management. It carries more weight when
justifying why they should be allowed to the CEO declares ‘it’ is a ‘good thing’. Their
turn left on the plane instead of right. thinking goes that, if I do lots of ‘good
It is predicted that there will be more things’, I might get rewarded. Or keep my
than 200 million business air cabin seats job. Or both.
in the market this year. Figures for 2014 At the same time, if the CEO tells me it’s
topped 199.4 million and OAG predicts a good thing only to travel economy on a
this segment will expand by 3 – 4%. six hour flight and then the CEO takes the
Meanwhile, in the really posh seats, first company jet to a meeting in Paris, he’d
class capacity is set to leap by 6% to 86 better have a very good reason to do so
million seats. otherwise my motivation box is going to
Hello happy days and goodbye spring a major leak…
austerity? Perhaps not, although some Herein lies the Travel Manager’s dilemma.
US carriers are making first class a selling If me and my fellow road (actually, more like
point again on their domestic services. rail these days) warriors are to understand
So does this mean that more airlines that the corporate travel policy is an
are morphing their economy cabins into expectation across the entire company, from
the ubiquitous premium economy to try top to bottom, we need to know it applies
to provide that VIP experience without to the bosses too.
compromising the policy? Of course, life isn’t like that. Most travel
The fact that premium air travel is
cheaper now than for some time has
managers believe that, deep down, we all
want to be good corporate citizens and not
“Most travel
proved a boon to passengers and to the
smaller and medium companies for whom
mavericks seeking out every opportunity
to screw the system. However, it is the
managers believe
carriers have developed special SME rates.
But the news is not so good for buyers
culture of any organisation as much at the
company policies that dictates compliance.
that, deep down,
(and people like us) who have negotiated
rebates based on revenue.
Which is where, not unreasonably, we come
in. We’ve worked with organisations with
we all want to be
Of course, this is just one side of
the coin. For any organisation to enjoy
different cultures from the uber-dictatorial
to the almost horizontally laid-back. We
good corporate
optimum compliance to its policy, the
example set by company owners/ directors
know that compliance is about applying a
mindset that encourages people to do ‘the
citizens”
and senior executives is essential. “You right thing’ – every time.
…that business travellers are twice as likely to complain about airlines
DID YOU KNOW? than their leisure counterpart? They fly more and pay more, according to
American Customer Satisfaction Index.
www.chamberstravel.com
TRAVEL TRENDS | 07 LUFTHANSA CHANGES THE STATUS QUO Lufthansa’s decision to levy a surcharge for fares booked via a GDS makes it anything but business as usual, says Paul Wait, Chief Executive of the GTMC Lufthansa’s recent decision to add a manager. Lufthansa has in fact forced the Lufthansa wants to charge? Definitely not, surcharge of €16 to fares booked via a GDS hand of the travel buyer to choose another it is worth a huge amount more. In fact, continues to cause much frustration and airline, including those who have publically that is where Lufthansa has got it wrong. debate in the business travel industry. The stated that they will not follow the GDS They have severed trust with a reliable full fall out won’t be known until later in fee route. It is clearly a disruption to the and profitable distribution channel, and the year when the longer term impact of booking process that TMCs will need to significantly undervalued the role of third the levy will be clearer. factor in to all transactions. party distribution in their attempts to The decision to attempt to circumvent Sensible business leaders call upon cut costs. Plus, it seems to be acceptable the established model of using a GDS is trained experts and specialists to support practise to Lufthansa to transfer their cost somewhat understandable for a business their organisations in all manner of industry of doing business to the customer. under pressure to cut costs across the sectors. However Lufthansa’s decision is In the face of this challenge, Lufthansa board. However, this move is to the suggesting that businesses can achieve now has an opportunity to reconsider detriment of Lufthansa themselves, cost savings if they ask their people to cut how it will react when facing the travel their customers and business partners out those experts and book travel directly. management industry. Third party – particularly travel buyers whose roles This is really short sighted. Sure, there distribution channels will always prove and reporting rely on the additional might be some immediate small savings, their value - whether that’s on cost services that are powered by the GDS. It but in the long term the business impact efficiencies, technological support or by is quite staggering that Lufthansa doesn’t – and cost – will be hugely detrimental. continuing to provide excellent service. If understand, or doesn’t want to accept, the TMCs provide valuable advice, insight Lufthansa is in the business of selling travel value that the GDS’ deliver to them. and management information; the kind of for the long haul then they can only win While Lufthansa’s decision may have consultancy that aids businesses with their back points – and much needed business been to encourage direct bookings from growth, helps them be more strategic and support – by working in partnership. The both the business and leisure market, the empowers change. business travel sector is always willing to move doesn’t do much to entice the travel Is this worth the €16 per transaction help those who recognise their value. www.chamberstravel.com
08 | TRAVEL TRENDS
CAUTIONARY
TALES
Here is a cautionary tale about an infectious disease
that took the lives of travellers this summer and
the precautions organisations can take to ensure the
health and safety of their travelling employees
In the summer months, MERS-CoV (Middle touching their mouth and face and practice
East Respiratory Syndrome) has moved good cough etiquette like covering the
back into the headlines after a Korean man mouth. This is actually good advice for
visited four Middle Eastern countries and travel to any region.
then flew back home. It’s also a good time for organisations to
“It’s also a He was well when he arrived home in dust off their pandemic plans and be sure
early May, but he later became sick and they are prepared for any scenario. Some
good time for was treated at a series of hospitals. Due companies are already doing this, as the
to a delay in diagnosing his condition, SARS outbreak of more than a decade ago
organisations he infected about 25 other people with remains fresh in their minds.
the disease. Two have died and some are
to dust off their seriously ill. The total number of cases
Author: Professor Robert L Quigley MD D.Phil
stands at about 30.
pandemic plans” At the time of writing, there is no
indication that the virus is spreading in the
general community and confirmed cases
so far are linked to direct contact with the
“index” case.
Nonetheless, the case points up serious
issues about what can organisations do
to protect not only their travellers, but
WHAT IS MERS?
employees back home.
MERS-CoV is a virus (from the same family MERS stands for Middle East respiratory
as SARS) for which there is no treatment or syndrome and it is a viral respiratory
vaccine. There is a strong link with camels disease caused by a coronavirus (MERS-
although the exact way in which humans CoV) that was first identified in Saudi
become infected is not known. MERS-CoV Arabia in 2012.
causes a serious infection of the lungs (viral
Coronaviruses are a large family of viruses
pneumonia) and about 40 % of patients die.
that can cause diseases ranging from the
That’s the bad news.
common cold to Severe Acute Respiratory
About International SOS The good news is that the virus is not
International SOS (www.internationalsos. Syndrome (SARS).
able, at this time, to spread easily in the
com) is the world’s leading medical and travel
community from person to person. When Some 26 countries have reported cases of
security risk services company. It cares for
clients across the globe, from more than 700 it does spread from person to person, this MERS since 2012 but this year the countries
locations in 89 countries. Its expertise is usually occurs in a hospital setting or in the reporting outbreaks, according to the World
unique: more than 11,000 employees are led home of infected people. Health Organisation, are China, Germany,
by 1,200 doctors and 200 security specialists. While there are no travel restrictions Iran, Oman, Philippines, Qatar, Korea,
Teams work night and day to protect its
members. It is passionate about helping
at the time of writing, it’s important for Saudi Arabia, Thailand and the United Arab
clients put ‘Duty of Care’ into practice. travellers to practice a high level of hygiene Emirates. Across Korea and China the death
that includes frequent hand washing, not toll stood at 36 in July this year.
…that emerging markets will account for nearly two thirds of all air travel
DID YOU KNOW? by 2033, says Airbus’ Global Forecast.
www.chamberstravel.com
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10 | GREAT IDEAS
MEETINGS A LA CARTE
Aside from creative input, a good events team has to accumulate excellent
destination knowledge. Read on for how one member of Chambers event
team honed up on Singapore
Back in June, Martha Allen, recently with full table service, a menu crafted by berthed at Resorts World Sentosa and
appointed Event Manager at Chambers celebrity chefs and a Book the Cook pre- designed specifically to cater for up to 149
Travel Management, spent three productive ordering service. VIPs for a day’s sailing or ten cruising.
days exploring the Asian powerhouse that is Once on the ground in this tiny island A cable car ride to scale Mount Faber,
the island of Singapore. city-state, the diverse culture is evident with a dining and entertainment complex
Her objective was to update her from the Malay, Chinese and Indian ethnic at its peak, is another must-see sight,
knowledge on the venues and attractions groups that make up the 5.4m population: and from here another cable car links to
across the island that would help piece Chinatown’s red and gold Buddha’s Tooth Sentosa Island where guests can enjoy
together a memorable itinerary for any Relic temple, the colorful fabric and two golf courses, a long sheltered beach,
client event. souvenir shops in Little India and the Universal Studios, the aquarium and
As a guest of Singapore Airlines, the Malay-inspired cuisine, such as the classic facilities at over a dozen hotels.
recce began by sampling their award- Nasi goreng with meat and rojak salad with One of them is the five-star Equarius
winning business class product 35,000 black shrimp and peanuts. Hotel Sentosa, with spacious, balconied
feet up. A fully flat bed in 1-2-1 layout Food is certainly a major distraction bedrooms, butlers with all suites, an ESPA
promotes sleep; helped by a built-in on the island and no event is complete spa, a restaurant under a forest canopy-
bed padding, light duvet, pillows and without a dine-around, a trip to one of the inspired ceiling, friendly and helpful
fresh linen. The leather seat incorporates hawker centres, open-air food courts, to staff and great conference facilities on a
office space with in-seat power supply sample southeast Asian cuisine, to graze dedicated floor.
and USB ports and an impressive 15.4- in Chinatown or to sample iconic dim sum Back on the main island and the
inch wide LCD screen gives access to an at The Clifford Pier inside The Fullerton Botanical Gardens and the zoo provide
entertainment multiplex, augmented by Bay Hotel. easy distractions, while two other particular
noise-cancelling headphones. Fun-filled days can include time aboard event spaces make Singapore work super
Dining is akin to a gourmet experience the Royal Albatross, a luxury schooner efficiently for conferences and events.
The five-star Marina Bay Sands’ floor-
to-ceiling windows overlook the city and
Gardens of the Bay, while the hotel’s
rooftop infinity pool matches these
panoramic views. Martha says this venue
definitely has the wow factor. Facilities
include the Banyan Tree Spa, the first
class Club lounge on the 55th floor and
over 120,000 sq m of flexible space, 250
meeting rooms, southeast Asia’s largest
ballroom and capacity for 2,000 exhibition
booths.
The Gardens by the Bay is some 101
hectares of reclaimed land adjacent to the
marina, with a giant flower dome and cloud
forest dome, many dining options and
nine different meeting venues including
The Meadow, Singapore’s largest outdoor
Garden event space, or the more intimate
Silver Leaf for more exclusive events.
“Singapore really does tick all the boxes
for whatever type of event our clients may
want,” concludes Martha.
...that 37% of UK-based business travellers surveyed by GTMC and
DID YOU KNOW? AudienceNet believe that there will always be a need for TMCS despite
advancements in online technologies.
www.chamberstravel.com
GREAT IDEAS | 11
BIG DATA =
BUSINESS INTELLIGENCE
One of the major technology trends of this year has been Big Data. Widening the
trawling net of data beyond the traditional TMC confines turns it into business
intelligence, and we explain why it’s so important
The travel industry was an early adopter of
Business Intelligence (BI) practices. Some “Business
of the systems in use today are over 50
years old. What makes BI so important is Intelligence can
the real-time reporting and analysis that
allows informed decision making and lies be applied to
at the heart of TMCs value proposition. The
challenge for BI professionals is to create all levels of the
the tools that enable TMCs to process
ever-expanding quantities of data in an supply chain”
ever-shrinking timeframes.
Business Intelligence can be applied to decision making by suppliers and TMCs.
all levels of the supply chain. From tracking In July 2015 a travel intelligence software
and then predicting customer behaviour suite was launched for TMCs worldwide,
and booking patterns, BI enables air routes connecting them to a pool of Amadeus
and hotel usage to be optimised and travel data.
traveller reviews assessed. Put another Amadeus is far from the only player
way, BI provides the clearest picture yet in this space. For example, TravelClick
of their travel activity. For TMCs, real-time helps 36,000 hotels drive traffic to their
intelligent data allows issues to be spotted own websites with marketing and other
and resolved quicker, instead of waiting for services. InFare Solutions provides web
the traditional end-of-month client review fare intelligence to the airline industry.
meeting, when it’s probably too late to By comparison, Spain-based ForwardKeys THE BENEFITS
address the problem anyway. analyses trends in airfare reservation OF BUSINESS
In a report on how big data is being
utilised by travel industries, Tom
booking worldwide, especially hotel
chains’ revenue managers, who use INTELLIGENCE
Davenport, a visiting professor of Harvard its data to forecast occupancy. KDS is
Business School, highlighted that “analytics another competitor to Amadeus, although
Consolidated expenditure data
requires continuous innovation to sustain its emphasis is on travel and expense
leverages spend
competitive advantage’ and that there is management.
still a lot of potential in big data use for As travel programmes become more Saves TMC time and resources by
travel companies.” mature and savings opportunities contract, eliminating the need for paper
Perhaps that’s why BI is such big TMCs knows they must add more value management reports – thereby creating
business. Amadeus estimates that the if they are to justify their position in the scope for fee savings
total market for travel BI — including data supply chain. That means addressing issues
Engenders a proactive approach to travel
and processing, analytics, consulting and such as which data is critical for their
management by providing up-to-the-
service — will be €2.3 billion by 2022. customers; how those customers track their
minute picture of current and historical
The GDS (and travel technology company) concern areas and how TMCs can optimize
travel expenditure
provider has been expanding its business revenues whilst quantifying the scale
intelligence capability since 2013 and now of possible cost-cutting on their clients’ Enables policy compliance and any
has a portfolio of Business Intelligence behalf. Which is where we- and Big Data – requirements for policy change to be
operations, which aim to facilitate informed came in. monitored accurately
...that the size of UK conference and meeting sector was estimated at
DID YOU KNOW? £21.6bn in venue and destination direct spend in 2014? It’s an increase
of £2bn compared with 2013 figures, both from UKCAMS.
www.chamberstravel.com
12 | GREAT IDEAS
SMARTER
RFPS
They take an inordinate amount of time, and
money, but there is an easier way. Read on to
discover how Chambers can help you make the
RFP process slick – and painless
The Chartered Institute of Purchasing In the hotel sector, suppliers’ focus
& Supply (CIPS) estimates that strategic is increasingly on total revenue per
sourcing of travel, meetings and events will available room (TRevPAR), which includes
save a corporate up to a third of its total additional spend on food and beverage.
category spend. Making company policy on travellers’ F&B
No wonder that RFPs have become spend can directly help to drive down
a familiar – if dreaded – feature of the accommodation costs – especially for
business travel calendar. July and August international travellers who usually spend
mark the start of RFP season, when more than their domestic counterparts.
hundreds of hours are spent compiling, But despite making good progress
“The RFP process completing and analysing tender
submissions to corporates large and small.
in streamlining RFP processes, two
fundamental barriers remain. First is poorly
is a challenging The RFP process is a challenging one for
everyone, and it is no longer just about
written RFPs. Sales managers will always
interpret unclear requirements in a way
one for everyone, cost. While corporates look to suppliers
to offer the availability and rates to win
that will favour them first. The second
barrier concerns over optimistic RFP
and it is no longer their business, they also need to satisfy
their travellers’ location and facility
responses, with suppliers telling you what
they think you want to hear before adding
just about cost” requirements, as well as their employers’
commitments to sustainability and the
enough caveats to ensure that a great deal
will never be available.
environment. Here, we’re focusing on what corporates
Meanwhile, airline and hotel sales can do to mitigate the first issue, the poorly
managers have to keep both their clients written RFPs. Here are our top ten tips for
and their internal revenue managers happy. making your RFPs slicker and pain-free for
In recent years, leading TMCs such all involved.
as Chambers, together with corporate
1 Before you embark on your RFP talk to
buyers have become more aware of how
your TMC about their recommended
technology enables greater sourcing
RFP tools. Make sure the technology
efficiencies. Yet few TMCs other than
fits your objectives and priorities rather
Chambers are technology-builders, so
than the other way around.
many RFP tool providers work directly with
corporates. 2 In the case of hotel RFPs, make sure
As corporates’ strategic objectives have the RFP tool is supported by the
evolved, e-RFP technology has followed widest possible range of options. Many
suit. Today RFP tools can deal with a independent hotels are not listed on
myriad of variables such as last room the GDS, which could mean you are
availability, room allocations, breakfast, missing out on properties that might
WiFi and executive room types – as well as provide a better fit for both company
cost itself. and travellers.
…that US business travel spending will increase by 4.9% in 2015 to
DID YOU KNOW? US$302.7bn, and in 2016 by even more, an estimated 5.4% to US$318.9bn,
according to GBTA Foundation and Visa research.
www.chamberstravel.comGREAT IDEAS | 13
3 Be clear about your objectives.
Everyone wants to save money, but “Sales managers rate if it believes it can sell it elsewhere
at a higher rate.
make your other criteria clear too, such
as proximity to local offices, on-site car
will always 9 Be realistic in your timelines. Allow time
parking and so on.
interpret unclear for planning, analysis, for the suppliers
to respond (at least three weeks) and
4 Consult all your travel stakeholders,
from HR and IT to bookers and requirements in then further time for negotiation. If your
contract has to be signed off by Legal,
travellers, to understand their
expectations and priorities.
a way that will make sure you issue a letter of intent
with your preferred suppliers so you can
5 Quantify your requirements as precisely favour them first” start the groundwork immediately.
as possible, based on the most recently- 10 Communicate, communicate and
available data. Demonstrate buying 7 Audit RFP responses very carefully. communicate again. Explain why
and spend patterns such as rates paid Isolate all claims to fully satisfy your existing suppliers have been replaced
in different cabin classes or hotel most important criteria and examine on the programme and why new
room types by supplying expense the evidence provided. suppliers have been chosen. Liaise
management or TMC management with HR and even marketing over
information. 8 Understand how each market works. In how best to communicate in terms of
hotels, for example, the best available channels and content, especially if your
6 Provide plenty of background rate (BAR) can be lower than the programme covers multiple territories.
information; why are you going out negotiated rate at certain times of the
to tender? Explain what you are trying year. A good rate is worthless without Above all, work with your TMC every step
to achieve – especially if it involves Last Room Availability (LRA). Without of the way. Transparency is always the best
rebates. LRA a hotel won’t honour the agreed way. Here’s to painless RFPs.
...that up to 80% of the top 25 European airports have train connections
DID YOU KNOW? to the city, as opposed to only 60% for the top 25 US airports, according
to Airport Transportation Guide.
The Caledonian
www.chamberstravel.com14 | GREAT IDEAS
BREAKING
THE MOULD
The combination of mobile phone apps and virtual
payments has given rise to the tremendous growth
in the sharing economy but is it right for the
corporate sector, asks Gillian Upton
The likes of Uber and Airbnb are becoming The company’s market valuation was
part of our everyday language as we almost US$10billion in June 2014 and
sample these new-fangled services in along with its growing business has come
our private lives. Known as the sharing big business practices, such as the ‘price
economy or collaborative consumption, suggestion engine’ – a yield management
the jury’s out as to whether such suppliers system to you and me – to advise
can seamlessly cross over into our homeowners what to charge. How that
business lives and whether the corporate will pan out in terms of price differential
community embraces them. with more conventional accommodation “the jury’s out as
Capturing bookings is a basic suppliers remains to be seen.
requirement and the sharing suppliers are In Airbnb’s favour is the understanding to whether such
making progress in this area by integrating that apartments can be more cost-effective
with expense management tools. for travellers than hotels – particularly for suppliers can
The San Francisco-based Airbnb, for longer stays and relocations, and it is this
example, has been making great strides in same argument it is using to persuade seamlessly cross
trying to meet the needs of the corporate corporates to use them.
market. It has integrated with International The fledgling apartments sector spent over into our
SOS so all booking data gets uploaded years driving home this message to the
to them. It has partnered with Concur corporate community and as a result, business lives ”
so all Airbnb data flows into TripLink. It apartments are a regular part of any
has introduced 24/7 support in multiple corporates’ managed travel programme.
languages. It has set up a business travel Travellers prefer the more home-like
department in Berlin and has created a environment, and the greater creature
business travel section on its website. comforts that come with it, such as the use
In terms of content, Airbnb is adding more of a kitchen. Very often, apartments can
business-like apartments to its inventory be in closer proximity to where travellers
that offer wifi for example and only those want to be. They also work well for a group
properties which can be rented to a single booking say, for a team meeting.
user, ie with no sharers. Traveller safety However, getting your traveller/s to stay
being high on the agenda for corporates, this in a serviced apartment run by a serviced
is a logical move for Airbnb. The company apartment provider is one thing, and
reckons it has around 500,000 property getting one or more to stay in someone’s
listings specifically for business travellers. private home is another.
“Last year 10% of our business was in A ratings procedure does allow
business travel,” said Daniel Pourasghar of transparency as bookers can check all
Airbnb Business Development. That figure reviews for each property. In addition,
is up from 8% in 2013. “We’re trying to US$1m liability insurance cover is standard
understand business travellers’ needs and among sharing suppliers.
trying to get there.” Like Airbnb, Uber’s mobile app has seen
...that 2.5m TB of Big Data is created each day by 3bn people.
DID YOU KNOW? The opportunity is personaliation, says Amadeus.
www.chamberstravel.comGREAT IDEAS | 15 similar growth and its market valuation at pressure from the London black cab there is a bedrock of familiarity. According August 2014 was US$17 billion. Operating fraternity, said it was considering a law to to Airbnb’s Pourasghar, the company has in over 54 countries and over 250 cities, curb private minicabs in London. For that 26 million guests (up from 17 m in 2013) growth has been staggering. And also like read a clampdown on Uber. and over 1 million listings. Airbnb, Uber has been trying to integrate And abroad during the same month, Company culture will come into play, with managed travel programes. It signed a Uber’s tentacles into the Chinese market whether your policy is more akin to open deal with Concur to allow travellers to bill hit a hitch when police swooped into booking than rigid policy, and how many their trip directly to their company. It has their offices claiming their operation was influential Millenials you have in your witnessed a 50% increase in the number illegal. To be fair, sharing suppliers are workforce. All these factors will influence of Uber transactions captured in Concur facing legal challenges in many countries, whether sharing suppliers will be easy to expense reports last year over the previous over licensing regimes, short-term housing incorporate or not. year, for example. taxation and safety rules. That’s why they Comparing sharing suppliers against Last year United Airlines started to offer its are often referred to as ‘disruptors’. hotels, conventional apartments and taxi customers Uber services on its mobile app. Naturally, Uber hit back and in July firms will throw up concerns over safety But it hasn’t all been plain sailing. In it tried to level the playing field by and service and also privacy issues over recent months Uber has endured bad introducing a Knowledge Lite test for all data as geo-location on mobile devices is publicity over, for example, how it dealt its drivers to pass, before being given the what allows sharing suppliers to find the with a business passenger en route to freedom of London roads. nearest shared taxi, apartment or driver. Heathrow when the minivan he was These events have not helped the Ultimately, sharing suppliers offer more travelling in caught fire. That was in July. company’s reputation but, nonetheless, choice for your travellers, and may force Two months before there were reports there are clearly merits to including your traditional suppliers to innovate and of phantom Uber rides and hacking being sharing economy suppliers in your supply provide more competitive pricing, neither investigated. The same month, May, the UK chain. These suppliers are already being of which is a bad thing. government, seemingly bowing to constant used in your travellers’ private lives so www.chamberstravel.com
16 | GREAT IDEAS
TUCKING IN
Manchester may not yet have a Michelin-star
restaurant but what it lacks in awards it makes
up for in variety, style and sheer pizzazz, says
Mike Leeson, Senior Event Manager at Chambers
The magazine Time Out last year wrote
that, “Whatever tickles your culinary fancy
- from brilliant burgers to barnstorming
breakfasts and brunches - there are plenty
of very good Manchester restaurants to get
stuck into.”.
The Manchester Evening News echoed GRILL ON NEW
these opinions and took it up a notch. YORK STREET
“There’s never been a better time to eat
out in Manchester, with new restaurants
now popping up here at a faster rate than www.blackhouse.uk.com/grill-on-
anywhere in the country.” new-york-street
We couldn’t agree more. The city’s dining
scene has never been so exciting. Even Sister to Grill on the Alley, the Grill
Manchester’s street food vendors are worth on New York Street is just off Piccadilly
a try if you’ve no time to sit and chill. Gardens and focuses on no nonsense food,
The city was naturally disappointed specialising in wholesome ingredients.
when the Michelin Guide decided not to You’ll find many of the Grill on the Alley
award leading contenders The French at the favourite menu items here.
Midland Hotel and Manchester House any If you are after a heartily steak or
accolades last year, but they have scooped delightful sea fish dish, this is the perfect
three and four AA rosettes respectively. The restaurant for you.
2016 Guide will be published this month, The restaurant buys beef aged for 28
so fingers crossed that the City will finally days and all the seafood is responsibly
be up there with Edinburgh, Birmingham, sourced from sustainable supplies.
Dublin, Bristol, Bath and, of course, London, Then there are the desserts: scrummy Grill on New York Street
by brandishing the famous star rating. puddings, crumbles, cakes and treats and a
The challenge in the city then is in particularly good line in cocktails too.
selecting which restaurant to patronise With a modern clean feel, and an
on your one free night out in this buzzy exciting buzz, this restaurant is perfect for
city. There is everything from bargain bites an intimate dinner or a private dinner for
to ten-course taster menus across every large groups.
conceivable cuisine from around the world. The staff are extremely attentive and
We’ve done the groundwork for you and serve with a smile. For a larger private
present here a trio of restaurants that booking the restaurant is extremely
will satisfy the committed gastronomes, flexible, and will work with you on the
fledgling foodies and the event organiser. perfect menu choice.
...that Cathay Pacific has relaunched its Pier First Class lounge in Hong
DID YOU KNOW? Kong, at Gate 63, with the focus on wellbeing? Travellers can enjoy a
free foot massage and chill out in the Retreat area.
www.chamberstravel.comGREAT IDEAS | 17
“Everything from
bargain bites to
ten-course taster
Manchester235
menus across
every conceivable
cuisine”
MANCHESTER235 THE LIVING
– JAMES MARTIN ROOM
www.manchester235.com/restaurant- www.thelivingroom.co.uk/location/
details/james-martin-manchester manchester
The celebrity chef name provides an Historically known for its high quality
insight in the expectations of the food fresh, modern European cuisine and stylish
and it certainly lives up to the hype cocktails, The Living Room is a one-stop
and expectations. Full of flavour and shop for a great dinner and drinks. The bi-
excellently presented, the modern British, level property on Deansgate first opened
seasonal cuisine is not to be missed. its doors in 1999 and has continued to be
There are pre-theatre menus and a hot spot for the social butterflies
glorious Sunday roasts too. of Manchester.
The Living Room
It’s surprisingly situated within With a diverse food menu, there is
Manchester235, a 24-hour entertainment something for everyone. This property can
complex in the Great Northern building offer three private rooms for groups from a
– a former railway goods warehouse - small intimate dinner to 120 guests.
which includes a casino, poker lounge, The Living Room is a flexible venue
function space, bars and two restaurants. offering great food, drinks (try its apple and
It certainly provides an alternative twist cranberry mojito!) and large private dinners
to the generic restaurant location but and will suit a wide range of clients.
don’t let that put you off, as the restaurant
interiors are stunning.
It is the perfect setting for a small
party, or an intimate meal, plus there is “The city’s dining
a separate space dedicated for groups,
which includes its own bar and stage. scene has never
James Martin Manchester is the perfect
backdrop for any entertainment needs. been so exciting”
…American Airlines is investing US$2bn in enhanced customer
DID YOU KNOW? experience? The money will go on new aircraft, improved product,
upgrades to Admirals Clubs and more flight attendant training.
www.chamberstravel.com18 | CHAMBERS INSIGHT
POWERING “Chambers roll
AHEAD out new Concur
Platinum Service”
Chambers is rolling out a new Concur
Service. Called Concur Platinum Service,
it will offer clients rapid implementation
services, an annual configuration review,
integration with travel programme SLAs and
includes services to integrate Concur with
other travel technologies.
Chambers will be launching the new PRODUCT USPS
service at Concur Fusion Exchange on the
23rd September.
Matthew Heymans is Chambers’ in-house Includes rapid implementation
Concur Technology expert, responsible for services & annual configuration review
consulting, training and implementing Concur
Travel for new clients as well as our bespoke 1st line telephone support
technologies such as i-Suite and the new technologies so you will be in good hands.
Covered by travel programme SLAs
CTM Smart technology platform. He has Chambers is a Concur preferred partner.
supported many European and global clients If you want to hear more about this Includes services to integrate Concur
as they get started with these power travel enhanced service, please call Matthew. with other travel technologies
NEW FACES
Alison Warburton is a new executive working “I am really excited but also sad to
for Chambers’ Elite/Private Clients service. be leaving marketing,” she said. “The
The division provides a luxury, tailored experience I have gained in marketing and
leisure service, working with and alongside brand development will enable me to take
Elite clients to create holidays to compliment the lead on the experiential and brand
the VIP corporate service our senior executives activation side of our events business.”
and VIP clients already experience. Hannah will focus on current client
Alison has extensive experience in up- management and new business as well as Alison Warburton
market leisure travel. She has worked for service excellence across Chambers’ global
independent travel agencies and luxury tour events portfolio.
operators, creating bespoke tailor-made She re-joins the Events Division at an exciting
holidays for clients. She is experienced in time, having experienced an exceptional 70%
creating unique experiences for them to growth in turnover over the last year to total
travel to every corner of the world. £7.2 million helped by winning new business
Another new appointment is Hannah worth £2.8 million. The figures represent a
Fletcher, although not a new face to Chambers. 40% increase over the previous year.
Having joined the TMC in 2013 as Event Anne-Marie Stearn has also been
Manager, she switched to the role of EMEA appointed as event co-ordinator to support
Marketing Manager for the Group the the Chambers Travel Events team with
following year and now returns to the full venue finding and delegate management.
service events agency but in the elevated and She was previously an events co-ordinator
newly created role of Senior Account Director. at Bombed Out Church in Liverpool. Hannah Fletcher
WE WANT TO We value your opinions and ideas on the contents of Travel Matters.
Please email marketing@chamberstravel.com with any feedback
HEAR FROM YOU on the magazine or any ideas you may have for future articles.
www.chamberstravel.comCHAMBERS INSIGHT | 19
BERLIN BOOMS
worth talking about
Chambers Chatter events run regularly
throughout the year and the next one will
take place on September 17th in London
and on September 30th in Berlin. The
event in Berlin, to be held in German, will
be staged at the Mandala Hotel on the
subject of Managing your TMC. Moderated
by Oliver Grau, the evening will kick off
with cocktails and canapes at 6.30pm, the
educational presentation at 7.30pm and
followed by networking and dinner
at 8.15pm.
“Designed
to facilitate
Chambers office in Germany, in Berlin,
is going from strength to strength, to the
education
extent that it has burst out of its former
office space and this month (September)
and thought
expands into brand new offices.
With capacity for 40, the new offices will
leadership”
house the team of 14 that is constantly
Any travel managers interested in
expanding. Ten staff are office based and a
attending this or future seminars or
further four employees are home workers.
wishing to suggest seminar topics,
Three of the new employees - Nadine,
Laurent and Pepe - have joined as Nadine should contact Hannah Luffman on
corporate travel agents and all have hannah.luffman@chamberstravel.com
excellent credentials.
Nadine speaks native German and fluent
CHAMBERS
English. Her parents come from Sri Lanka
and Gemany. She loves to travel, read a
good book and shop.
Laurent speaks native French, fluent
English, German and Italian. He loves EVENTS
cycling and enjoying ethnic food.
Pepe speaks native German and fluent
English and in his free time he plays soccer.
CALENDAR
In the last issue we highlighted another Laurent
September 17th
newcomer, Boris Doerwald, who supports Chambers Chatter London
German and French clients and all Team
at The Marylebone Hotel.
Europe clients too.
He is fluent in German, Dutch and
September 30th
English and has a working knowledge of
Chambers Chatter Berlin
Spanish. He is a 27-year veteran of the
travel industry. at the Mandala Hotel.
NB. Berlin will be in the picture on November 19th
September 30th when it hosts its first ever Annual client party in London
Chambers Chatter event. For details see sponsored by Virgin Atlantic.
story opposite. Pepe
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