Managing A Crisis During Business Travel

Summary

In this insightful discussion on travel disruption, Joe Curtis and Brent Blake explore how frequent travel delays, cancellations, and other crises have become the new norm. They highlight the importance of proactive crisis management, showcasing Ascendeth's 'Mission Control' platform that monitors travelers and offers real-time support. The conversation touches on new technologies like analytics for predicting delays, the growing significance of 'duty of care' in corporate travel, and strategies for travel managers to implement effective crisis management policies. The video emphasizes the need for companies to integrate these solutions into their travel programs from the outset.

Takeaways

• 😀 Travel disruptions, including delays and cancellations, have become a frequent and normal part of the travel experience.
• 😀 The 'Mission Control' platform by Ascendeth proactively monitors traveler disruptions and reaches out with solutions in real-time.
• 😀 Airlines and airports are increasingly facing disruptions due to factors like weather, technical glitches, and other crises, stressing the need for better management.
• 😀 Analytics are now used to predict the likelihood of flight delays or cancellations, allowing travelers to plan more effectively.
• 😀 Duty of care is a critical component of corporate travel policies, ensuring that employees are safe and supported during their travel, especially during crises.
• 😀 The rise of technology in crisis management, including mobile apps and real-time alerts, is helping improve traveler experience and minimize stress.
• 😀 Companies are shifting from travel fulfillment to travel disruption management, focusing on proactive solutions for travelers rather than just booking services.
• 😀 The concept of 'duty of care' involves creating contingency plans for emergencies, ensuring companies are prepared when something goes wrong on the road.
• 😀 Travel managers, especially those new to duty of care, should prioritize integrating it into their programs to prevent reactive measures later on.
• 😀 Travel disruption management platforms like Mission Control not only manage crises but also improve overall customer satisfaction by keeping travelers informed and supported.
• 😀 Emerging technologies are enabling travel companies to create more predictive, data-driven approaches to managing disruptions and optimizing travel operations.

Q & A

What is the main topic discussed in the video?

The main topic is the increasing frequency of travel disruptions and how companies, like Ascendeth, are addressing these challenges through proactive crisis management and technology, particularly their 'Mission Control' platform.

What is the 'Mission Control' platform mentioned in the video?

'Mission Control' is a platform developed by Ascendeth to monitor travelers and proactively address travel disruptions such as flight delays or cancellations. It allows the company to reach out to travelers with options and assistance at the moment of need.

How do travel disruptions affect travelers according to the discussion?

Travel disruptions cause significant frustration and stress for travelers, often leading to anxiety due to long delays, long queues, and unexpected cancellations. The emotional impact is a key concern for both travelers and the companies managing their travel.

What specific technology is used to help manage travel disruptions?

Emerging technologies such as predictive analytics are used to forecast potential flight delays or cancellations based on historical data. The video also mentions mobile app features that include duty of care tools and location tracking to keep travelers informed.

What is the role of duty of care in crisis management?

Duty of care is a legal and ethical responsibility to ensure the safety and well-being of employees or travelers while they are on the road. It includes creating plans for handling emergencies like accidents, health issues, or security threats.

What companies are mentioned as providing support in risk management?

The video mentions companies such as Anvil, IJumpin, and OS as examples of risk management providers that help organizations handle travel disruptions and duty of care responsibilities.

What kind of travel disruptions are becoming more common, according to the speakers?

Common travel disruptions include weather-related delays, computer glitches, and various alert systems that disrupt the normal flow of air travel. These issues have become more frequent and have created a new normal for the travel industry.

How should travel managers address duty of care for the first time?

Travel managers should integrate duty of care into their travel programs from the outset. It's recommended to address it in company policies and create a plan that covers employee safety, even if the full scope of duty of care is not yet implemented.

Why is it important for a company to have a plan for duty of care?

Having a plan for duty of care ensures that the company is prepared for any unforeseen events during travel, such as accidents, health crises, or security threats. It provides a safety net for travelers and reduces potential liability for the organization.

What advice is given to travel managers starting a new program?

Travel managers are advised to ensure that duty of care is addressed in the foundation of their travel program, even if the company is just beginning to implement it. It’s crucial to have a plan in place to handle any disruptions or emergencies that may arise during travel.