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GLOBETRENDER
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INTRODUCTION
Cover image: PriestmanGoode ‘Pure Skies’
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THE FUTURE OF TRAVEL
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CHINA NEXT:
THE FUTURE OF LUXURY TOURISM
W
elcome to travel industry. higher than it did before,
Globetrender’s From Employee and there will be far fewer
Future of Empowerment and handshakes taking place.
Business Travel report Optimised Facetime, to Of course, the return TRAVEL IN THE AGE OF COVID-19
(published September Health Certificates and to business travel will, to
IN ASSOCIATION WITH
2020), which has the Caring Economy, some extent, depend on
IN ASSOCIATION WITH
been co-produced the nine trends country restrictions and
Download Globetrender’s Download Globetrender’s
with Business Traveller Globetrender has quarantine regulations, Travel in the Age of Covid-19 China Next: The Future of
magazine, in association identified represent both but the intention is there, (free report) Luxury Tourism (free report)
with our sponsor new and accelerated and this is in spite of the
American Express Global shifts taking place as lack of a vaccine yet. (If
Business Travel. a consequence of the and when there is one, dealing with profound
It’s not easy predicting Covid-19 pandemic, and recovery will be quicker.) ethical and moral IN ASSOCIATION WITH
the future of travel, the widespread adoption Globetrender believes decisions when it comes
let alone at a time of of out-of-office working. that key to reinvigorating to balancing people and
turmoil. However, thanks Although business business travel will be the profit. There will also
to a bespoke, in-depth travel has been widespread adoption of be social challenges
survey of global business dramatically curtailed for Covid-19 testing, both at to surmount when it
traveller sentiment many months, close to 40 home and at airports – comes to meeting again
conducted in July and per cent of respondents particularly when it comes in person. However,
August, combined with to the Business Traveller to transatlantic trade Globetrender believes
expert forecasting from survey said they planned routes between the UK that increased empathy,
Globetrender, this report to begin travelling again and the US, for example, tactical efficiency, long-
Jenny Southan
gives what we believe for work before the end which have so far been lasting flexibility and
Editor and founder
is a reliable snapshot of of 2020, while 8 per cent heavily restricted. greater creativity will
behaviour and trends already are. However, With the pandemic far benefit business travel –
for the next 12 to 18 unsurprisingly, health and from over, responsible and travellers – for many
months in the business safety now ranks much corporates will be years to come.
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ABOUT GLOBETRENDER
ABOUT GLOBETRENDER
Globetrender is a digital
magazine and travel
trend forecasting agency
dedicated to the future of
travel. Founded by Jenny
Southan, it delivers
cutting-edge insights
into how people travel in
the 21st century, and its JENNY SOUTHAN ROSE DYKINS OLIVIA PALAMOUNTAIN MARISA CANNON MICHELLE HARBI
editorial and consulting EDITOR AND FOUNDER CONTRIBUTOR CONTRIBUTOR CONTRIBUTOR CONTRIBUTOR
services arm people Jenny has 13 years worth In addition to being a writer, Olivia is a freelance travel Marisa is a travel writer Freelance journalist
with the knowledge they of experience working researcher and online and lifestyle writer and and editor, formerly and editor Michelle
need to future-proof their as an award-winning editor for Globetrender, editor. She has created deputy editor of British writes about all aspects
businesses. travel journalist, with ten Rose is a freelance travel publications including Airways’ Business of business travel,
years as features editor writer and editor, and international business Life and First magazines specialising in aviation
of Business Traveller formerly staff writer for title Milestone magazine and staff writer at Business and accommodation. She
IN ASSOCIATION magazine, a job that Business Traveller. Her and her work has been Traveller magazine. She was formerly managing
WITH WATERFRONT enabled her to travel all work has been published published in the likes has covered business editor of Business
PUBLISHING over the world. Since in The Telegraph, Metro, of The Telegraph, The travel and corporate Traveller magazine. For
Waterfront Publishing leaving in 2017, she has The Sunday Times Travel Guardian and City AM. events sectors while this report she explored
(waterfront-publishing. been freelancing for Magazine and various She is fascinated by the working for Business how some aspects
com) is an independent titles such as Condé Nast in-flight magazines. She new and the next, with Traveller in both Hong of the business travel
magazine publisher Traveller, The Telegraph has a particular interest a special focus on how Kong and London, and experience will change
based in London. It and Mr Porter, as well as in the future of work, and communication trends and has worked for brand for the better in the
creates print, mobile running Globetrender. innovations that help technology are disrupting titles including Jaguar post-Covid world – from
and online media, Her most memorable people work agilely, traditional boundaries Land Rover, IAG Cargo touch-free journeys
and provides editorial, business travel efficiently and safely while among work, rest and and Regus. She is through the airport
design, proofreading and reporting assignments running a business from play. She is also a writer, also a frequent writer to greater employee
marketing services. It is were to Iran, Detroit, their laptops, wherever researcher and online and forecaster for empowerment when
the publisher of ABTA Azerbaijan and Cairo. they are. editor for Globetrender. Globetrender. planning trips.
Magazine and Cruise
Adviser, both aimed at
the travel trade.
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GLOBETRENDER From a collective pause to getting back in the race Globetrender, the UK’s leading travel trend forecasting agency, is helping travel and tourism companies navigate what’s coming next through bespoke consultancy If you would like individual guidance on how to future-proof your company, email editor and founder Jenny Southan at jenny@globetrender.com Download Globetrender’s latest trend reports at globetrender.com/downloads
ABOUT BUSINESS TRAVELLER
B
usiness Traveller from these events not In addition, loyalty
is the leading only informs future programmes are
magazine for editorial pieces for the examined, deals and
the frequent business magazine, but led to promotions are collected A P R I L 2 0 2 0 £4.30
PICKING UP SPEED BIG IN JAPAN FRUIT OF THE WINE PLUS
traveller, with 14 editions the establishment of a and feature stories cover How European rail
is being reinvigorated
Osaka’s talent for
sealing the deal
Cellars in the Sky
winners celebrated
Algarve • Private investment
• Tried and Tested reviews
worldwide – in the UK, research arm: Business a wide range of issues
US, Asia-Pacific, Middle Traveller Insight. such as health, security, WORLD IN OUR
East, China, France, Business Traveller technology, golf, HANDS
Can carbon offsetting
Germany, Denmark, is a consumer automotive, financial and make a difference?
Hungary, Africa, Russia, publication aimed at buying property.
Poland, Israel and India, entertaining business Lastly, we don’t M A R C H 2 0 2 0 £4.30
as well as a number travellers, saving them forget that frequent CELLARS IN THE SKY
The winners of our
PARISIAN NIGHTS
New hotels in the
THE ROUTE AHEAD
Making flying easier for
PLUS
New York • Buying currency
airline wine awards French capital people with disabilities • Tried and Tested reviews
of websites including money and making corporate travellers are
businesstraveller.com. their travelling life often the most frequent PHIL ADELPHIA
With editorial staff easier. Each edition is leisure travellers, so STORY
based in our offices packed with editorial we examine where to Innovating in the
birthplace of the US
around the globe, on the latest news escape on your next
Business Traveller is about airlines, airports, break and what to do if
S E P T E M B E R / O C T O B E R 2 0 2 0 £4.30
uniquely placed to hotels and car rental. you are lucky enough MADE IN MANHAT TAN ISL AND MENTALIT Y GREEN MILES PLUS
001 OFC BT APRIL COVER FINAL.indd 1 16/03/2020 14:40
New hotel options for your The Canaries’ plans for The latest electric and hybrid European rail • Italy
ensure that each edition We review travel to get time off when next trip to New York post-Covid tourism cars on the market • Tried and Tested reviews
reflects the needs of our products, including travelling on business.
readers locally. the latest gadgets, Every day, tens of SCREEN
Launched in the UK technology and thousands of visitors TIMEAirports adapt to
in 1976, the magazine accessories designed read the latest news the new normal
has expanded into to make the traveller’s at businesstraveller.
events with frequent life easier and more com, and when they fly, 001 OFC BTMARCH COVER FIN.indd 1 13/02/2020 10:02
lunches, dinners, drinks efficient. And we look at they have the option
and presentations to destinations – where to of watching Business
our readers, who enjoy stay, what to eat, what to Traveller television
meeting one another see and how to behave, on board dozens of
and swapping tales and all delivered by our own the leading airlines For more information
tips from their travels. writers and journalists through the in-flight businesstraveller.com
The knowledge gained around the world. entertainment systems. enquiries@businesstraveller.com
001 OFC BT SEPT_OCT COVER FIN.indd 1 13/08/2020 12:42
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METHODOLOGY
Adobe Stock
QUANTITATIVE DATA SURVEY RESPONDENT 65% of respondents 16% worked for firms When searching These are based
For this report, PROFILE were either owners between 1,001 and for trends, we apply on STEEP – Social,
Globetrender partnered The final sample was of or partners in their 10,000 employees. 10% the “three times” rule. A Technological, Economic,
with market research 2,020 Business Traveller businesses, or senior worked for companies of one-time occurrence is Environmental and
company Business readers – with 43% from management/director 101-500 people; 5% for an anomaly, twice is a Political – forces.
Intelligence, in association the UK, 18% from Asia, level. They had flown an 501-1,000; 5% for 51-100 coincidence and three Innovation is at the root
with Business Traveller’s 12% from North America, average of 22 times each in (4% don’t know). times is a trend, worthy of of every trend, so we are
Business Traveller Insight 11% from Western Europe the 18 months preceding further exploration. always looking at what
division, to conduct a (including Scandinavia), July 2020. ANALYSIS AND TREND The identification is new and disruptive.
July-August 2020 survey and 8% from Australasia In terms of the size of FORECASTING and naming of trends is Just like news reporters,
of global business traveller (8% were collectively from business they worked for, At Globetrender, we based on IOI: Intuition, we ask the questions
sentiment in relation to the the Middle East, South 39% were part of teams focus on qualitative Observation and “who”, “what”, “where”,
Covid-19 pandemic. America, and Eastern of up to 50 people, while research underpinned Investigation. This is both “why” and “when”?
and Southern Europe, 21% worked for major by quantitative data. We a creative and academic But like investigative
including Turkey). companies of more always consider how process. For every “micro” journalists, we then
than 10,000 employees. the life cycle of a trend trend, we also consider dive much deeper.
moves from the innovators the “macro” trends that By discovering
that trigger them on the represent the wider multiple examples of
minority fringes to the early cultural shifts in consumer a trend, conducting
adopters, early majority, desires, motivations, desk- and field-based
late majority and, finally, values and behaviours research, interviewing
the laggards. around the world. insiders and producing
case studies, “qualitative”
proof of it is generated.
At Globetrender, we rely
on our unique access to
travel industry experts
and ongoing consumer
observation to remain
ahead of the curve. Email
jenny@globetrender.com
for further insights and
bespoke consulting into
the travel of tomorrow.
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CONTENTS
PAGE 8: EXECUTIVE PAGE 25: TREND 5: PAGE 33: TREND 9: PAGE 40: CASE STUDY:
SUMMARY AUTOMATED GATEWAYS AIRLINE INNOVATIONS AMEX GBT TRAVEL
VITALS
PAGE 9-14: SURVEY PAGE 36: CASE STUDY:
RESULTS INSTITUTE OF TRAVEL
MANAGEMENT
PAGE 16: TREND
1: EMPLOYEE
EMPOWERMENT
PAGE 27: TREND 6:
CARING ECONOMY
PAGE 41: AMEX GBT
PAGE 29: TREND 7: INTERVIEW
ULTRA FLEXIBILITY
PAGE 43-46: EXPERT
PAGE 31: TREND 8: PREDICTIONS
PAGE 19: TREND CORPORATE NOMADS
2: SMARTPHONE PAGE 37: CASE STUDY:
CENTRICITY VIRGIN ATLANTIC
PAGE 21: TREND 3: PAGE 38: CASE STUDY:
OPTIMISED FACETIME SAFE SPACES BY UPFLEX
PAGE 23: TREND 4: PAGE 39: CASE STUDY:
HEALTH CERTIFICATES SINGAPORE FAST LANES
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EXECUTIVE SUMMARY
T
his 2020 report the end of the year. wouldn’t travel at all if One in four if they are why the vast majority of case studies and expert
on the Future of Of course, well-being they have to self-isolate aged between 25 and corporates will be sticking interviews with industry
Business Travel has is now a major concern, for a period. 54. (Older people will be to familiar travel brands. thought-leaders who
been co-produced by with health and safety Another key finding a little more cautious.) Going beyond the share their predictions on
travel trend forecasting now ranking as equally from the survey was Trust will play a big part data, this report covers what’s coming next.
agency Globetrender important to price when the fact that despite the in rebuilding business nine trends shaping the
and Business Traveller booking a trip. That said, shift to remote working travel confidence going future of business travel: WANT TO KNOW MORE?
magazine. After the resilient, mission- and the subsequent forwards – trust in other Employee Empowerment,
conducting a survey of driven mindset of the widespread adoption people that they have Smartphone Centricity, If you are interested in
more than 2,000 business business traveller is of video-conferencing, washed their hands, trust Optimised Facetime, learning more about the
travellers across the revealed in the data: it just over three quarters in employer duty-of-care Health Certificates, data, email enquiries@
world, our analysts were shows that the majority of business travellers policies that they will be Automated Gateways, businesstraveller.com
able to identify the key of people are either think that face-to-face looked after if they get the Caring Economy,
patterns in behaviour and completely or somewhat meetings with clients ill, and trust in hotels Ultra Flexibility, Corporate For bespoke consulting
sentiment, as well as how confident about are preferable for sales and airlines that they Nomads and Airline on the future of business
these fit in with emerging travelling on business meetings and pitches, have sanitised interiors Innovation. The research travel, email jenny@
trends on a macro level. again. Only 13% are not while 60% agree that appropriately, which is concludes with a series of globetrender.com
No one needs to confident at all. the majority of deals
be reminded that Until there is an and decisions can’t be
business travel has been effective vaccine widely made virtually.
decimated by the global available, having the So although day-
Covid-19 pandemic, but option to fly in first or to-day work can be
what this report reveals business class is the done outside of the
is how the business thing that would most office, it doesn’t mean
travellers of tomorrow incentivise people to Zoom will be replacing
will be responding and travel for work again, in business travel. What
adapting. Interestingly, for addition to high levels of we can expect is greater
example, just over one in cleanliness on transport critiquing when it comes
ten corporates have been and going to destinations to the value of travelling
travelling throughout with good healthcare for meetings, especially
the crisis in spite of systems. Most people internal ones.
restrictions, while almost would be willing to take What are the chances
50% are either travelling a Covid-19 test to avoid someone will reach out
now or expect to be by quarantining – and most to shake your hand?
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SURVEY RESULTS
THE EFFECT OF COVID-19 ON BUSINESS TRAVEL
89% of business
55%
travellers around
the world stopped
travelling when there
the percentage increase in
were travel restrictions
business travel since travel
in their region during
restrictions eased
the pandemic
11% of business travellers travelled would be less likely to travel if
when there were travel restrictions
during the pandemic 91% they were required to quarantine
at their destination
Of those that did travel for business would be less likely to travel if they
during this time, 41% were at the most
senior levels – owner/partners
85% were required to quarantine when
they returned home
17% have travelled since lockdown
travel restrictions eased (mainly
short-haul or domestic)
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SURVEY RESULTS
THE MOST IMPORTANT FACTORS WHEN
BOOKING A BUSINESS TRIP
Health and safety is now a major concern for business travellers.
Before the Covid-19 pandemic, only 5%
ranked health and safety as the most important factor when
booking a trip vs 40% during the pandemic 40%
5%
WHEN RANKING THE MOST IMPORTANT FACTORS WHEN BOOKING A BUSINESS TRIP
BOTH PRE-PANDEMIC AND DURING, THESE WERE THE TOP FOUR RESULTS:
PRE-PANDEMIC DURING THE PANDEMIC
77% PRICE 64%
18% HEALTH AND SAFETY 64%
75% SCHEDULE 61%
65% LOYALTY SCHEME 48%
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 10 – AMEXGLOBALBUSINESSTRAVEL.COMSURVEY RESULTS
BUSINESS TRAVELLER CONFIDENCE
How confident are business travellers
about travel in the future?
14% completely confident
34% some concerns but would probably
travel for business regardless
What conditions would mean people were more
39% a number of concerns that would need
to be clarified before feeling confident
likely to travel for business in the future?
(Respondents were asked to rank the top three in order of importance)
13% not confident at all
Vaccine for Covid-19 80%
Ability to travel in business or first class 75%
High standards of hygiene on transport 74%
Travelling to a destination with a good healthcare system 69%
Purpose of visit could not be achieved remotely 65%
Needed to travel to a destination that you know well 63%
‘Travel corridor’ in operation to destination 61%
Confident no new restrictions introduced during your trip 61%
Quick Covid-19 test on arrival 59%
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BUSINESS TRAVELLER CONFIDENCE
What would business travellers be willing to do to
increase confidence/ease of travel?
77%
Take a Covid-19 test to avoid quarantine
Regional confidence
65%
Take an antibody test for health certificate Respondents from the UK and US
are more confident about starting to travel
64% on business again than those from Australia
Wear a face mask while travelling and Asia
53%
Upgrade class of travel
47%
Fly direct rather than change planes
47%
Acquire a biometric ‘fast pass’ through a travel gateway
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 12 – AMEXGLOBALBUSINESSTRAVEL.COMSURVEY RESULTS
THE FUTURE OF VIRTUAL WORKING VS
BUSINESS TRAVEL
HEALTH AND SAFETY
58% say their company’s
duty-of-care policy is
much stricter since the pandemic
BUSINESS ETIQUETTE
78%
To what extent will business travel be preferable to
say they wouldn’t shake hands
remote working, once travel bans are lifted?
in a meeting
76%
agree that being face to face with
clients is preferable to remote working
for sales meetings and pitching
25% ofshake
people aged 25-54 would be happy to
hands in a meeting
55% agree that remote working is not
satisfactory for HR
of people aged over 55 would be happy to
19% shake hands in a meeting
60% agree that the majority of deals and
decisions cannot be made virtually SUSTAINABILITY
67% view remote working
70%
agree that most meetings cannot as a way to help
be achieved more efficiently and kickstart carbon footprint reduction
concisely remotely
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GETTING BACK ON THE ROAD
When will business travellers start travelling again?
8% are already travelling
39% expect to start travelling in 2020
37% expect to start travelling in 2021
5% will try not to travel for business going forward
11% don’t know
How has Covid-19 affected your travel budget? How important will be using familiar travel brands?
38% say travel budgets have
remained stable 87% say they are likely to
stick with the airlines
they know and trust in the future
31% say travel budgets have
been reduced
31% say travel budgets have
been severely or entirely cut
80% say they are likely to
stick with the hotel
brands they know and trust
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 14 – AMEXGLOBALBUSINESSTRAVEL.COMMissing
the view?
If you are interested in learning more
about this survey please contact
enquiries@businesstraveller.comEMPLOYEE EMPOWERMENT As travel bans lift, tech companies and TMCs will be unveiling new online tools and real-time information services to give corporates the confidence to get back on the road. By Michelle Harbi
EMPLOYEE EMPOWERMENT
Adobe Stock
I
f there are any upsides destinations, transport TMCs to access up-to- John F Rizzo, Deem’s essential bookings by SAP Concur,
to be found amid the and hospitality providers the-minute information chief executive, said: phone to better control meanwhile, has extended
devastation caused to worldwide. on the global Covid-19 “We have an opportunity their movements. access to its TripIt Pro
the travel industry by the In this, they are playing situation. Free to use, it and an obligation to If there is another travel organising app
pandemic, then one will a key role in getting aggregates data from help business travellers upside to all of this, – previously only for
surely be the growth in companies moving again. hundreds of sources, feel confident about it is that the huge dip individuals – to EMEA
Employee Empowerment As travel technology allowing users to being on the road again, in air travel has led to corporate users of
as travel management firm Amadeus put it in search for updates empowering travellers significant global carbon TripLink, its tool for
and technology its June report, Insights by destination, airline, to make the best emission reductions. This capturing bookings made
companies create new for the New World of airport, hotel chain, choices for themselves is another area in which direct with suppliers.
tools that put the power Travel: From Human rail operator or ground and their businesses.” American Express Global As well as aiding with
in travellers’ hands and Touch to Human Tech: transport provider (see Also boosting Business Travel is seeking traveller tracking, the app
allow them to make “The demand for the case study, page 40). employee autonomy is to empower travellers suggests ways for flyers
informed decisions about latest and most updated Other TMCs are rolling the gradual reopening – in June it added a to offset their carbon
their future trips. information is crucial out tools designed to of online booking tools carbon emissions filter footprint and includes
While business travel for travellers: from the track the virus, assess – when the pandemic to its Neo self-booking neighbourhood safety
has been on pause, health status at their risk and aid the decision- broke out, many tool, enabling users to scores that factor in
providers have taken destination, to travel making process. companies switched filter their search results Covid-19 data – helping
the opportunity to rules or conditions, Corporate travel them off and instructed for air and rail travel in travellers to feel happier
develop services that to key information on technology provider staff to make any order of emissions. about flying once more.
will give employers hygiene standards at Deem plans to introduce
and employees the their hotel. Providing its own risk-management
confidence to get back on travellers with useful tool in early autumn.
the road when the world and current information Called Travel Safety
reopens. We’ve noticed will be fundamental to Check, it will be included
a trend, in particular, for regaining their trust and free for clients using
TMCs (travel management reassuring them that Deem’s platform and
companies) and third- travel is safe.” will offer “curated, real-
party software developers In July, American time key data points
introducing new platforms Express Global Business across hotel, ground
that provide clients Travel unveiled Travel and flight offerings”,
and travellers with the Vitals – an open “briefing including information on
real-time Covid-related platform” for travellers, cleanliness procedures
information they need on travel managers and and virus hotspots.
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 17 – AMEXGLOBALBUSINESSTRAVEL.COMConfidence is vital
to get the world moving again
Travel Vitals™ brings together the latest information you
need for every step of the journey – all in one place
Find out more at travelvitals.amexgbt.com
#WithTravel
DON’T BOOK A
TRIP WITHOUT IT
American Express Global Business Travel (GBT) is a joint venture that is not wholly owned by American Express Company or any of its subsidiaries (American Express).
“American Express Global Business Travel,” “American Express,” and the American Express logo are trademarks of American Express and are used under limited license.SMARTPHONE CENTRICITY The digitisation of travel is being accelerated by the pandemic, with palm-sized personal super computers now vital for making contactless transactions of every kind. By Marisa Cannon
SMARTPHONE CENTRICITY
Virgin Hotels
A
s the effects of with their mobiles, as well flight magazine, accessed to pack face masks or
Covid-19 ripped as control lighting and through free onboard wifi pre-book safety-approved
through the global activate “do not disturb” portals, while passengers airport transfers.
economy, hoteliers, signs. Citizen M rolled on all airlines are being The argument for
airlines and travel brands out a similar feature encouraged to stream or analogue travel services is
quickly realised that a for its properties in the download entertainment growing weaker still, with
return to market would summer, while five-star on their own devices many clients, especially
require drastic changes Peninsula Hotels launched to discourage use of of millennial and younger
to the way they operate, a “PenChat” e-concierge backseat touchscreens. generations, preferring
much in the same way service for 24-hour instant Expense management digital interaction over
that air travel and security messaging (no more is another area where human. “Successful travel
transformed in the wake picking up the bedside contact is being providers will continue
of 9/11. Digitisation has, phone) in the spring. reduced. American refining the blend of
and will continue to be, In the world of long-stay Express Global Business human resources with
one of the key vehicles accommodation, serviced Travel’s Neo travel artificial intelligence to
for this change as apartment providers The and expense platform drive better and more
customers look for ways Ascott Limited intends has optical character efficient customer
to do business, travel and to review the design and recognition capability, service,” says Raksa Ouk,
make transactions without layout of residences, which automatically senior director of digital
coming into contact with ensuring they are “future- takes in travellers’ traveller experience and
unnecessary touchpoints. ready for continued expense details when product marketing at
Recognising growth”, with plans to receipts are scanned, American Express Global
the acceleration of include thermal scanning circumventing the need to Business Travel.
“Smartphone Centricity” sensors to track footfall handle, store and submit She says: “Many of
(a trend that Hilton and and crowds. A mobile paper versions. today’s business travellers
Marriott hotels helped app is set to launch later Travel managers across are happiest self-booking
kickstart a few years ago this year, offering guests to use their smartphones opportunity to pre-book the board are enhancing on a platform that serves
with keyless entry, for contactless apartment to check in, verify 15-minute security slots, their contactless services, them the best choices
example), Virgin Hotels entry, payments and their identity and pass ensuring crowd control with many now offering with clarity and simplicity,
upgraded its mobile app check-in/check-out. through passport control and social distancing are push notifications direct and when they want the
Lucy with new contactless Swiss-based airport at multiple airports maintained. to client mobiles, which human touch for support
features in July 2020, tech company SITA is worldwide, while British Airways has include government or expertise, they may
enabling guests to check working on a tool that Manchester airport is launched a digital iteration advisories, destination well prefer live webchat to
in and unlock room doors will enable passengers offering travellers the of the airline’s High Life in- updates, and reminders making a phone call.”
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 20 – AMEXGLOBALBUSINESSTRAVEL.COMOPTIMISED FACETIME Video-conferencing will remain an integral part of the way people work but the need for face-to-face human interaction will be more pronounced than ever, especially when it comes to securing deals. By Jenny Southan
OPTIMISED FACETIME
Adobe Stock
O
ne of the big our survey of Business helped them ‘get by’ – With huge pent-up flight bookings will begin There will need to
questions hanging Traveller readers but serious companies demand for business to resurge. be a clear return on
over the industry revealed, there has been and organisations don’t travel, and the fact that However, due to the investment for all trips
is: will video-conferencing a 55% increase in business want to just ‘get by’. To 76% of frequent flyers increased risk to health undertaken.
replace business travel, travel since lockdown build a positive culture, surveyed by Business and safety, and the fact With less spending on
now that everyone has restrictions eased, and by to develop bonds and Traveller agree that that travel budgets for team meetings, some
been forced to embrace the end of 2020, almost relationships, to cultivate being face-to-face with many companies will companies will have more
it and can acknowledge half of business travellers creativity and inspire clients is preferable to have been reduced, budget available for sales
its benefits? The simple expect to be back on the people, we need to meet remote working for sales facetime with clients will trips, which will be critical
answer is no. road again, with another face-to-face.” meetings and pitching, need to be optimised. for rebuilding balance
In fact, while 37% expecting to be sheets after the crisis.
technology from travelling in 2021. According to our
Zoom and competing What’s holding survey, 60% of business
companies such as them back right now? travellers believe that
Microsoft Teams, Quarantines are a big the majority of deals and
BlueJeans and Google hurdle – according to our decisions can’t be made
Hangouts will remain survey, 91% would be less virtually, which suggests
a core part of the way likely to travel if they had that there will be a rush
companies operate in the to self-isolate for a period to meet with clients and
Covid world and beyond at their destination. “green light” projects
– its main use will be for Andrew Crawley, chief as soon as it becomes
internal meetings and as commercial officer for possible to do so.
a replacement for face- American Express Global “Zoom fatigue” (a
to-face communication Business Travel, says: “The condition that relates
within offices as remote inability to travel freely to mental exhaustion
working takes over (see has reinforced the value from too much video-
page 31 for our Corporate of meeting in person. conferencing) is real,
Nomads trend). Video-conferencing after all, and if anything
Video-calls during has been very useful, will be whetting people’s
the pandemic haven’t but we have all been appetite for sitting round
been what has prevented operating in a diminished a real-life table. Even
business travel from state. Many of our clients if it means wearing
occurring – it has been have talked about how a face mask and not
travel bans. As data from video technology has shaking hands.
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 22 – AMEXGLOBALBUSINESSTRAVEL.COMHEALTH
CERTIFICATES
Creating a rigorous Covid testing and certification system
that is valid, credible and internationally recognised is a
major challenge. But until a vaccine is widely available, this
will be the best solution for business travel.
By Rose DykinsHEALTH CERTIFICATES
Adobe Stock
F
or the sake of the changed at short notice Since July, all air
global economy, when Covid-19 cases rise. passengers flying to China
it’s encouraging For example, Singapore have to present a negative
to see nations with recently made it Covid-19 test before
closed borders making mandatory for passengers boarding the plane. They
exceptions for business arriving from Hong Kong, must have taken a test
travellers. For example, Japan and Australia’s within five days before
although Australia’s Victoria state – all of boarding in a facility
international travel ban which have seen a surge recognised by overseas
will likely be in force in cases – to spend their Chinese embassies or
until some time in 2021, 14-day quarantine in a consulates. Meanwhile,
Prime Minister Scott dedicated facility, instead a reciprocal “fast lane”
Morrison has suggested of their place of residence. agreement is in place
there will be some scope The International Air for essential business
for “essential business Transport Association travellers flying between
travellers” to come and (IATA) has urged six Chinese provinces
go. However, when governments to (Chongqing, Guangdong, are free to hit the ground pilot a paid-for service. that they’ve contracted
it comes to gaining avoid quarantining air Jiangsu, Shanghai, running and carry on with Looking ahead, as the virus. Sophisticated
access, arrivals will need passengers in favour of Tianjin and Zhejiang) and their business. more becomes known AI technology could
to have proof of a clean a “layered approach” of Singapore (see case study Other destinations about how the virus is eventually be an
bill of health, something measures. For travellers on page 39). have introduced Covid-19 transmitted, predictive alternative option for
that will become as vital coming from countries The Safe Travel testing on arrival for all technology could replace certifying business
as a passport in months deemed to be higher risk, Pass requires business inbound passengers physical testing. For travellers’ health.
to come. this includes Covid-19 travellers from the two to give them an option example, Etihad has For now, the tech
A sensible alternative testing prior to arrival at nations to get tested other than quarantine. launched a Covid-19 works in tandem with
to blanket quarantines, the departure airport, with upon arrival and remain in For example, Vienna risk assessment tool, the rest of Etihad’s new
health certificates documentation to prove local-authority-mandated airport charges arriving soon to be added to its measures, including its
make business travel a negative result. Still, places for one to two passengers €190 for mobile app. Created in “Fit to Fly” self-service
considerably more viable. destinations vary wildly days until the test result the service, and the partnership with Austrian check in and temperature
Quarantine requirements in the health certification comes through. If they British government is healthcare company screening service at
not only mean two weeks they now require – and test positive, they must being lobbied to do the Medicus AI, it’s a five- Abu Dhabi airport, which
of isolation for travellers, loopholes for business undergo treatment same – at the time of minute questionnaire checks travellers’ heart
but the conditions are travellers aren’t without straight away, at their writing, Heathrow airport’s that helps travellers rates, temperatures and
constantly reviewed and risk either. own expense. If not, they Terminal 2 was about to evaluate the probability respiratory systems.
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 24 – AMEXGLOBALBUSINESSTRAVEL.COMAUTOMATED GATEWAYS Biometric technology will become the norm at transit points across the world as passengers enjoy more hygienic and convenient touchless travel – from curb to seat. By Michelle Harbi
AUTOMATED GATEWAYS
SITA Smart Path/Delta Air Lines
U
sing your face as on tech-driven, zero- the pandemic by
a passport will touch check in, security upgrading its automated
soon be a much and boarding.” immigration lanes with a
more common feature Airports such as face and iris recognition
of the business travel Heathrow and Dubai system replacing
experience. A growing International have traditional fingerprint
number of airports been spending big on scanning, and rolling
have been introducing biometrics in the past out contactless check
biometric technology to couple of years, with in and bag-drop kiosks.
streamline the passenger Emirates having installed American Airlines has
journey through the a “biometric path” from introduced touchless
terminal, and that trend is check in to boarding bag-drop for domestic
set to accelerate swiftly at its hub’s Terminal 3. passengers across more
in the post-Covid world British Airways, American than 230 airports.
as authorities seek to Airlines and Lufthansa And it’s not only
mitigate risk and limit are among the carriers airports that are looking
human interaction. using biometric boarding to make journeys safer
Using facial recognition in some locations. Rome and speedier. From
to clear immigration Fiumicino began trials at March next year, Eurostar
is not new, but it’s in security and boarding at will start trialling facial
the whole end-to-end The same year, PhocusWire in July: “I In May, Ibrahim the start of this year. recognition, too, allowing
journey from curb to gate SITA, an IT company was talking to a group Ibrahim, managing Star Alliance is rail passengers to pass
that great strides are specialising in aviation, of customers recently director of Portland working with Japan’s through a “biometric
now being taken. Delta reported that 71 per and they said it would Design, a London- NEC Corporation on a corridor” to board
Air Lines was one of the cent of airlines and 77 be major for them, to based consultancy biometric data-based services at St Pancras
pioneers of this, in late per cent of airports make sure they could that has worked with a identification programme International.
2018 launching the first were planning major implement biometrics number of airports, told that will allow members Some people may
“biometric terminal” in programmes or research as quickly as possible.” CNBC Global Traveler: of its carriers’ frequent have privacy concerns
the US at its Atlanta hub, into the technology. SITA SITA’s Smart Path facial “We are seeing five flyer schemes to “pass about the use of such
allowing passengers chief executive Barbara recognition system is years’ innovation in through curb-to- technology but, post-
to check in, drop their Dalibard believes the in use at the likes of five months, and much gate touchpoints” in Covid, many may see it
luggage, pass security Covid-19 crisis will speed Beijing Capital, Qatar’s of the impact will be participating airports. as an acceptable price to
and board using facial up adoption, telling Hamad International and permanent. We will see Singapore Changi pay for staying healthy on
recognition. travel tech news site Kuala Lumpur. a turbo-charged uptake has responded to the road.
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 26 – AMEXGLOBALBUSINESSTRAVEL.COMCARING ECONOMY Recognising that health and safety is now equally important to business travellers as price, savvy airlines, hotels and travel management companies are doing everything they can to ensure the individual is protected. By Marisa Cannon
CARING ECONOMY
Adobe Stock/Kempinski
first – at the expense would cover the cost booking tools to cities US to develop resources
even of business of passengers’ medical where the infection rate is such as the availability of
performance. Global expenses up to €150,000 no longer at a safe level. individual guest amenity
health insurance may with a daily €100 According to an IATA cleaning kits, and hand
become mandatory quarantine allowance for survey conducted in July, sanitiser and disinfecting
for business travellers, 14 days should they be a third of travellers said wipes in rooms. Marriott
and greater interest in diagnosed with Covid-19 that they would avoid has adopted electrostatic
“premium” policies may during travel. Etihad travel to mitigate their sprayers with hospital-
begin to build, says subsequently launched a exposure to Covid-19, grade disinfectant to
Laura Hay, global head of similar wellness insurance but the top three sanitise all surfaces,
insurance at KPMG. scheme for people on measures that would plus signage in lobbies
Major insurers such flights operating until the make them feel safe to remind guests to
as Allianz and Axa have end of the year. are airport screening, socially distance.
developed policies Traveller tracking compulsory face masks In the UK, Southend
that include cover for tools will also see and social distancing airport is working to
pandemic-related enhanced adoption, on aircraft. Airlines minimise touchpoints
cancellation across not only monitoring a have taken this stance during passenger
insured events, as well traveller’s destination on board, with many screening, installing
as varying degrees and accommodation, dressing cabin crew in equipment that can scan
of overseas medical but who they plan to full PPE, and mandating hand luggage without the
assistance. Business meet and where. This will the use of passenger face need to remove liquids
travel insurance in invite greater protections masks and even face and electronics from
Italy, which was one of around privacy and data shields (in the case of bags. It is also installing
Europe’s worst-affected controls, alongside clear Qatar Airways). more self-service bag
countries during the advice around the ethical Hotels across the drops to avoid staff
peak of the outbreak, use of traveller tracking world have ramped up coming in contact with
is the market segment technology. cleaning procedures, luggage. London City
I
n an effort to restore of-care policies, as well as expected to grow the Corporate travel focusing on public airport has installed
confidence among new hygiene and health most in the next seven managers will, in addition, touchpoints such as door “CrowdVision” technology
business travellers, the protocols across airlines, years, with an estimated need to work with risk handles and elevators, that uses smart cameras
industry is ramping up airports and hotels. jump of 15.6%. management providers to as well as enhanced to detect where clusters
efforts to make travel safe In the age of Covid-19, Airlines are also trying monitor high-risk zones in-room sanitisation. of people are gathering,
again. Among these are a corporate travel policies to provide reassurance. and disable booking IHG is working with the so that staff can channel
range of enhanced duty- will put employee safety In July, Emirates said it requests on online Cleveland Clinic in the passengers elsewhere.
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 28 – AMEXGLOBALBUSINESSTRAVEL.COMULTRA FLEXIBILITY Free cancellations, date changes and elite status extensions will become par for the course as the industry attempts to bolster future bookings. By Marisa Cannon
ULTRA FLEXIBILITY
Adobe Stock
C
ovid-19 and Qatar Airways is allowing standards, and pressure
cancellations unlimited date changes is on travel management
have become until the end of 2020. companies to provide
synonymous in the world In the same vein, this visibility. “For hotel
of travel, with flexibility members of elite bookings, there could
the word on every travel airline clubs such as be a range of rates for a
buyer’s lips. A poll from Cathay Pacific’s Marco property, such as your
the Global Business Polo Club, United’s corporate negotiated rate,
Travel Association (GBTA) MileagePlus and British the TMC’s own special
published in July found Airways’ Executive Club rate, or from providers
that more than half of will benefit from a one- such as Booking.com or
TMCs have changed year extension on their Expedia,” says Margaret
their travel policies to status, notwithstanding Bowler, director of
include clarifications several caveats. global hotel strategy at
around unused tickets Major hotel groups such American Express Global
and more detailed pre-trip as Marriott, Hilton and Business Travel. “But as
communications, a trend Intercontinental Hotels long as you’re booking
that is set only to intensify Group (IHG) have instated via the TMC channel,
as business travellers short-term extensions on we can help determine
look to safeguard their their cancellation policies, which is the best rate for to meet these demands employees returning to “We are working closely
trips against evolving while Langham Hotels has you, factoring in price, through security alerts, business travel. with [planners] on flexible
travel restrictions. gone further, extending flexibility of cancellation interactive risk destination For meeting planners, cancellation fees, more
Free cancellations, its policy to offer full terms, and what amenities mapping and Covid-19 flexibility is yet more flexible attrition,” said
date changes and elite refunds on all stays up to are included.” dashboards offering crucial, with the threat of senior vice-president of
status extensions are December 18, 2020. As country entry information on the spread spiking drop-outs in the global sales Carol Lynch in
now standard among While demand for requirements continue to of the virus and health risk face of travel blockades. an interview with Breaking
major hotels and airlines, flexibility continues to shift, business travellers ratings for most frequently Wyndham Hotels & Travel News. “We’re
with United permanently soar, the pandemic has will look to cover all visited destinations. Resorts’ “Count on Us” working with them on
eliminating change reinforced the importance bases in the event of a Having access to initiative, launched in reduced F&B minimums,
fees on economy and of giving business sudden border closure, real-time updates May, has been expanded anything we can do to
premium bookings for travellers access to ensuring “know before on area lockdowns, to the group’s meetings add flexibility where they
flights within the US. Delta comprehensive offers you go” information is quarantine measures and events business, need it in order to just
is waiving change fees that also meet their at their fingertips. Travel and flight restrictions will offering heightened even plan. You really have
until September 2022 and company’s biosafety managers are looking be non-negotiable for wiggle room for planners. to be flexible.”
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 30 – AMEXGLOBALBUSINESSTRAVEL.COMCORPORATE NOMADS With many companies adopting ‘out-of-office’ working on a long-term basis, business travellers will be able to stay in the field for as long as they like. By Rose Dykins
CORPORATE NOMADS
Adobe Stock
further by packing their those who want to bring its listings offer discounts
laptop and clocking in their families to the to guests who stay for
from a different country. island for the 12-month more than a month. The
Hit hard by lost period.” The Barbados option of longer stay
tourism revenue, Welcome Stamp costs combined with Airbnb’s
certain destinations are US$2,000 per person, self-contained, homely
marketing themselves or US$3,000 for families. accommodation would
to Corporate Nomads, Other countries offering appeal to Corporate
who are seeking to stay similar visas for employed Nomads seeking a
for more than a couple of professionals and change of scene.
weeks. For example, the entrepreneurs include Monumental Marketing
new Barbados Welcome Bermuda, Georgia and is a communications
Stamp permits visitors Estonia (the latter was agency that currently has
to work from the island available pre-Covid). ten employees dispersed
under a 12-month visa, Airbnb also plans across the UK, Beirut and
combining their career to capitalise on the Switzerland. “We decided
with a Caribbean climate. Corporate Nomadism soon after lockdown
Chairman of the Barbados trend. Its CEO Brian was announced that we
Tourism Marketing Inc, Chesky has forecast that wouldn’t be returning to
Sunil Chatrani, said: professionals won’t just the office until 2021,” says
D
uring the to a “hybrid” model, location – has sped up “Barbados boasts the want to work from home, the agency’s CEO Jamie
pandemic, where employees have rapidly. Formerly office- fastest fibre internet and they’ll want to “work from Love. “We decided that
businesses that access to an office but based employees have mobile services in the any home”. In April, the as long as the team was
were able to operate mostly work from home. got a taste for flexible Caribbean and, with a company feared a 54% able to work UK hours,
digitally were forced Meanwhile, Twitter and working and appreciated range of different flexible decrease in year-on- they could do so from
to implement blanket Facebook have pledged how it can boost their office space locations, year revenue for 2020, anywhere. This was very
remote working to to allow staff to work productivity, cut out the working environment with short-term lettings well received. My team
survive. And for some remotely “forever”. their commute and in Barbados definitely taking a devastating hit. didn’t want to be cooped
companies, there’s no As working in a fixed enhance their work- enables you to get things But moving forwards, up in their flat-shares,
looking back. Nationwide, location seems less life balance (those with done. As our country Airbnb is focusing on and would rather be with
for example, has shifted necessary for so many, young children may also offers excellent longer-term stays – since family and loved ones. It
to a 98 per cent remote the trend for Corporate disagree…). A new wave health care and a high the spring, about 80% of has had a great impact on
working set up, and will Nomadism – salaried of professionals will take education standard, Airbnb hosts now accept happiness and wellness
transition permanently employees with no fixed remote working a step we know it is ideal for longer stays, while half of and, in turn, productivity.”
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 32 – AMEXGLOBALBUSINESSTRAVEL.COMAIRLINE INNOVATION As civil aviation scrambles to recoup billions of dollars in losses, customers can expect to see wide-ranging improvements to flying, from more fuel-efficient fleets to anti-microbial aircraft interiors. By Jenny Southan
AIRLINE INNOVATION
PriestmanGoode ‘Pure Skies’/Factorydesign
T
here is no denying a mindset that turns Travellers will be Nigel Goode,
the damage negatives into positives, more discerning about founding director of
wreaked on and challenges into the trips they book and PriestmanGoode, says:
commercial aviation, opportunities. Loss, for airlines will be equally “Those companies who
with airlines around the some, will be unavoidable savvy about the places embrace innovation and
world collectively losing but what the global they offer connections invest in it – whether
hundreds of billions battle with the Covid-19 to. ROI will be imperative. they be airlines or in
of dollars. (According coronavirus is ultimately Dynamic pricing will any other sector of
to industry body IATA, doing is accelerating be used to both entice the economy – are
revenues from civil changes that were already and then capitalise on those who typically
aviation will fall 50%, taking place (for example customer demand, while succeed and deliver to
from US$838 billion in in terms of digitisation contactless technology growth in the long term.
2019 to US$419 billion by and sustainability) and surgical-style Clearly there are some
the end of 2020.) and catalysing mass environmental impact the replacement of older sanitisation measures will pressing concerns in
However, IATA also innovation. of commercial aviation [aircraft] models which are mean spending time in the present which take
predicts that in 2021, losses For those airlines that predates the current crisis, on average 20-25% less airports and on planes will priority, but the process
are expected to be cut to have managed to hang with concepts such as fuel efficient than newer be better than ever. of innovation must be
US$15.8 billion as revenues in there thus far, the next flygskam [flight shame] generations.” In 2021, we can also allowed to continue.
rise to US$598 billion. 12 to 18 months will be growing in prominence. In addition to expect innovation “Short-term fixes will
Alexandre de Juniac, about creativity, thinking “However, a campaign sustainability, which to start transforming not solve passenger
IATA’s director general afresh and implementing to incorporate and will remain high on the onboard design, with anxieties or improve
and CEO, says: “Provided new ideas, fast – not only accelerate the adoption agenda, improved airline the introduction of the overall experience
there is not a second and to secure their business of green policies in efficiency and technology new seat types and for business travellers.
more damaging wave of model but to restore the economic restart will also be outcomes to even cabin classes. For To implement solutions
Covid-19, the worst of the customer confidence in following the Covid-19 look forward to. Route example, design firm that bring passengers
collapse in traffic is likely flying again, which will pandemic has been networks and fleets may PriestmanGoode’s Pure back and meet
behind us.” mean a better experience gathering pace. For be slimmed down, but Skies concept (pictured certification standards, it
What’s interesting for everybody, and instance, in the European in the grand scheme of on the previous page and will take time. Therefore,
about times of crisis is hopefully the planet. Union, air transport things, flying full, modern, on the cover of this report) brands that want to
that it forces a “survivalist” Harry Boneham, associations have called fuel-efficient planes will envisions the introduction differentiate their future
mentality on to people aerospace and defense for decarbonisation to be be better than sending of fully enclosed “Rooms” offering to customers and
and companies, with the associate analyst at prioritised in post-Covid-19 aging, half-empty jumbos in place of business class, be ready for increasing
most resilient among GlobalData, says: “The recovery funding. Among to all four corners of the with surfaces covered in passenger numbers must
us able to switch to campaign to reduce the the initiatives suggested is Earth on a daily basis. an “anti-microbial finish”. start this process now.”
GLOBETRENDER.COM X BUSINESSTRAVELLER.COM – 34 – AMEXGLOBALBUSINESSTRAVEL.COMYou can also read
