A recent article from The Business Travel Magazine claims that Travel Buyers are finding it harder to convince their travellers about the value of using a Travel Management Companies (TMCs)…

The article paints a bleak picture of an industry struggling to keep pace with a fast-moving business travel environment. It claims that TMCs are often slow to react to retailing changes (such as the adoption of NDC) and lack the flexibility needed to meet evolving consumer demands.

TMCs are struggling to prove their value to clients, the author suggests, with restricted access to content and outdated travel technology shouldering much of the blame.

However, at Gray Dawes, we respectfully and heartily disagree… 

After all, not all TMCs are created equally. Tarring everyone with the same brush only serves to devalue the brilliant work and innovative thinking that organisations such as ours bring to the industry and the benefits that a High Touch, High Tech, High Content service delivery model brings to corporate travel clients.

In this article, we take a deeper look at the “Value Proposition” piece from the Business Travel Magazine and demonstrate how we are genuinely doing things differently.

Quick tips to achieving Diversity, Equality and Inclusivity in your corporate travel programme

As organisations continue to invest in an inclusive and diverse workforce, it’s important to reflect this in your ravel porogramme, ensuring your policy includes DE&I best practices.

Diversity includes race, gender, ethnicity, age, religion, sexual orientation, and mental and physical disabilities. All of these must be taken into careful consideration when devising your travel programme. But a successful policy is also about meeting an employee’s unique needs and preferences, including dealing with potential risks or challenges they face at work or on business trips.

If you’re just starting out on incorporating inclusivity in your corporate travel policy, then this blog is for you! Let’s get you started with our six super quick tips on what to consider when building an inclusive travel programme.

It’s not hard to identify potential winners from American Express Global Business Travel’s proposed deal to acquire CWT, besides GBT itself, starting with the largest remaining competitors. Nor is it hard to see some of the losers, firstly global companies that manage travel and would have one fewer option next time they look for a provider. In its announcement, GBT claimed customers would get more choices, but that’s all from GBT. What if you don’t want GBT?

Some picked competing TMCs to avoid GBT. Some, like CWT client Visa, compete directly with GBT part-owner Amex Co. CWT’s cooperation with Spotnana appealed to some clients, but that partnership may not survive the new ownership

Buyers at CWT accounts receiving considerable attention wonder if that will change in GBT’s much larger stable. What about contract terms, service configurations and pricing? Companies doing due diligence on GBT’s tools and systems may take the opportunity to review the whole market

“The question we’re getting from our CWT clients is, ‘What should I be doing in the interim?’ ” said Areka Consulting SVP Charlie Bacharach. “Our advice is to look at contracts and meet with internal legal folks to know the options while waiting for the deal to get finalized. If you’ve got concerns about the deal, start putting some feelers out to alternatives. Start learning what the alternatives may be from a TMC and a tech perspective. Get smart quickly so you’re not caught flat-footed when this gets consummated.” GBT expects that to happen in the second half of the year.

American Express Global Business Travel’s acquisition of CWT has many implications for clients.

The other remaining “mega” global TMC is BCD Travel. It should expect more looks from buyers assessing options, especially for global programs. Otherwise, a lot depends on a company’s travel patterns and program needs. The very largest programs have no other similar contenders to consider, though Corporate Travel Management and Flight Centre’s FCM likely will draw interest

“I think CTM and Flight Centre will be included more and more for multinational contracts,” said MW Consultancy’s Martin Warner. “BCD are potentially a big winner out of this.”

“We’re seeing some procurement decisions to avoid the single award model and instead look by region,” said Partnership Travel Consulting founder and CEO Andy Menkes. A split award lets stakeholders in each region have their say, “and from a competitive standpoint, it keeps players on their toes.

The issue of ownership versus partnership in key markets is paramount, with technology prowess, data quality and systems integration also important. According to Bacharach, all of that is getting better around the industry, allowing for new ways to think about program globalization.

“Some of the corporates we are working with are taking more of an integrator approach, where they’re looking at what’s best for them in each of the markets and are less concerned about being homogenous in terms of the TMC,” he said. “They’re taking the approach of, ‘Let me assemble the best components, and I’ll be the integrator and manage it, as opposed to asking one TMC to do it on my behalf.

Bryan Holmes, founder of TMC sourcing platform Bid Logic Solutions, cautioned buyers to recognize that such a strategy may require lots of internal work. “My consideration of whether I would parse out to different suppliers, first and foremost, would be the finite resource of your time and the people overseeing multiple TMCs and being able to manage it,” he said. “Even if you have the right players, if they are not managed, they’re not the right players.”

Katie Raddatz, who worked for nine years in the CWT Solutions Group consulting arm before starting her own consultancy, NuPath Strategies, also noticed a more “open mindset” for such a strategy and agreed that managing multiple providers can be challenging

“There has been lots of shuffling between CWT and other large players in the industry over the last couple of years; some clients left one agency because they were not pleased,” and now they’re disappointed with the news, she said. “From a competitive standpoint, there are opportunities for other TMCs to take advantage of the distraction or previous dissatisfaction.”

Still, switching TMCs can be costly and painful, and Raddatz said there was a lot to like about a stronger GBT, including stability and culture. She suggested that by moving from a privately owned provider to a publicly traded one, CWT clients finding a new home with GBT will see a “shorter runway” for demonstrating results

“If something is not working, they will change it, and that was not necessarily the approach of CWT,” she said. “From a buyer standpoint, the impatience of things not getting better or addressed in a reasonable timeframe will change.” Raddatz believes a blend of GBT’s and CWT’s expertise in the consulting and meeting and events realms should benefit clients

Warner thinks most customers would “probably not” see this as an opportunity to reexamine the market. “Many had done so recently,” he said. “Some had already moved. GBT is probably the biggest winner here. CWT customers wanted more security around the state of its finances. GBT will pour immense effort into retaining them. They did a brilliant job with that in the HRG transaction.

It would not be surprising to see CTM or Flight Centre make moves to expand global footprints and capabilities, or to see others make a play for big accounts

Menkes said buyers also should include in expanded bidder lists the likes of ATPI, anchored in the United States by Direct Travel (recently acquired by Spotnana’s investors, according to an April 2 announcement), and Gray Dawes, which made acquisitions in Australia and the United States last year, and in the Netherlands this year. Navan claims a presence in 40 markets.

“In certain situations, this could open up a seat to an emergent TMC or a midmarket TMC that has a compelling technology offering that may not have had a seat in that bid before,” Holmes said.

As the age of big reservations centers gives way to remote working arrangements, “that opens the door for more than the top four or five competitors,” said Menkes.

That could appeal to buyers looking for fresh ideas. “What’s at stake goes beyond the merger; it’s about the trajectory of innovation in our field,” according to Greeley Koch of 490 Consulting. “CWT had been focused on modern retailing, adopting platforms like Spotnana and enhancing offerings for their clients. Now, the question I hear travel managers raising is: ‘Will GBT uphold this momentum?’ Travel managers are not settling for the status quo. The marketplace demands transformative change, not merely more of the same.”

Any shake-out in partner networks also could impact buyer selection.

In markets where neither GBT nor CWT owns their operations, presumably only one partner would stay in the fold. This happened when GBT bought HRG. “A lot of those partners ended up going to the Travel Leaders network,” noted Bacharach, who was sales VP at Travel Leaders Corporate before joining Areka in January.

What’s to come in a given market may be determined by regulators. Not many expect U.S. authorities to derail the deal. Even with the biggest possible combination of two players — serving a large number of large corporates and also most of the federal government — the managed travel market is fragmented and features new models and types of competitors. The overall market for travel services is even more competitive.

Observers pointed to France, Spain and the United Kingdom as potentially problematic.

“Getting this through the competition authorities might be trickier in Europe,” said Warner, a former CWT executive. “They both have a lot of market share in France. There may be some conditions put on the deal by certain countries. Clearly, they think they have no problem in the U.S.”

According to Tony O’Connor, managing director of the Butler Caroye consultancy, GBT with CWT would enjoy market shares in some countries that reach a “tipping point” at which others cannot effectively compete, warranting regulatory intervention, he wrote by email.

MW Consultancy’s Martin Warner discusses GBT-CWT merger. MW Consultancy’s Martin Warner GBT’s “competitive advantage through resources and superior commission deals with airlines and hotels could put competitors in a worse financial position and drive further takeovers and collapses,” according to O’Connor.

“If anyone ever had a chance of squeezing supplier revenue, even with AA’s new strategy, it would be GBT with the share and influence they’ve got,” said Warner. “The future for smaller and midsized TMCs isn’t great if airlines accelerate their attempts to disintermediate.”

According to an analysis by T2RL published last month, scrutiny would come only if regulators view the market specifically as “established global TMCs which operate in close cooperation with the GDSs.”

Warner said he had never heard of a regulatory authority defining the market that way. He also believes that recent market developments and airline distribution changes, particularly coming from American Airlines, would support an argument by GBT’s lawyers that the market is larger and more diverse, including unmanaged and small and medium-sized enterprises.

T2RL called regulatory scrutiny unlikely.

“In fact, on current trends, it is likely that regulators will be relaxed if there is further consolidation in this space,” the airline and tech consultancy wrote.

“Future growth in the market for travel management is likely to be predominantly with the new-generation players that are riding the wave of distribution technology, starting with NDC but certainly not finishing there. … In the end, the acquisition of CWT by its bigger competitor may prove to be less important than the shifting strengths of the new versus the traditional providers of travel management services.”

Do these high-profile cases correlate to an overall increase in light-fingered passengers in-flight?

Not necessarily, according to Jonathan Frankham, General Manager UK at World Nomads Travel Insurance. However, they do provide a reminder to be careful with your belongings on a flight.

Jonathan said: “While we’ve observed no discernible trend in claims submitted to suggest in-flight luggage theft is historically prevalent or on the rise in recent years, it’s still crucial to be vigilant and take steps to ensure the security of possessions and important documents.”

Most people have multiple high-value items on them when flying. In addition to a wallet and phone, it’s not unusual to be carrying a passport, laptop, cash, and maybe a camera or other valuables. This, Jonathan warns, can provide easy pickings for thieves.

“It’s a calculated gamble on the part [of the thieves], exploiting travellers’ sense of security once snugly seated on board. Yet, it’s during these moments – the buzz of mealtimes, the dimming of lights, or those quick dashes to the loo – that thieves might try their luck.”

In the case of the Tokyo arrest, reports said the 51-year-old suspect would pretend to be checking his own luggage in the overhead compartment, but instead stealing US dollars, Euros, and Yen from fellow travellers’ bags. The cash was swapped with lower-value small denomination Cambodian riel or Indonesian rupiah, to maintain the wallets’ weights and sizes.

It’s not just cash or valuables that can be targeted. Passports continue to fetch a sizeable price on the black market.

So, how do you ensure you don’t become a target for plane-based pilfering?

• Pack smartly and keep your valuables on you
• Avoid leaving high-value items such as passports, cash, or phones unattended

This is your first line of defence. Packing smartly is crucial. Opt for a sturdy backpack, preferably one that can be securely locked and marked with colourful zip ties for easy identification. If the zip tie is missing or tampered with, it’s important to alert a cabin crew staff member immediately.

Store larger bags in overhead lockers to keep them safe. If the space is available, it can be useful to place them across the aisle so you can easily see if anyone is foraging through them who shouldn’t be.

For high-value items such as passports, cash, and phones, our best practice is to use a secure waist pouch or carry them in your pocket. Avoid leaving them unattended altogether and always keep them in sight. This not only minimises the risk of theft but also ensures that insurance claims are not negatively impacted due to negligence.

Mealtimes, sleeping, or trips to the toilet offer opportunistic thieves the perfect time to strike!

• Flights offer thieves unique opportunity to steal valuables, says insurance expert

• Remaining vigilant, keeping key items on you, and packing safely is advised

What should travellers do if they fall victim to inflight thefts?

Report the incident to the airline as soon as you realise something is missing, in accordance with the Montreal Convention’s guidelines.

This international treaty requires airlines to offer compensation for lost or damaged luggage on international flights. Although the treaty’s stance on stolen luggage is less explicit, it’s crucial to notify the airline as soon as possible.

Secondly, travellers should obtain all necessary documentation to support their case. This includes requesting a Property Irregularity Report (PIR) from the airline. Additionally, it’s vital to keep all related documents such as tickets, luggage tags, and receipts for any emergency purchases, as these form an essential part of any subsequent insurance claims.

It’s important to also involve the local police. Reporting the theft to the police and securing a police report is a critical step, as it provides official documentation of the theft, which is often necessary for insurance claims.

What should travellers do if they need to make an insurance claim?

Once you’ve advised the airline and the police, it’s vital to thoroughly review your travel insurance policy. Even though policies will typically cover such incidents, it’s essential to understand the policy’s limits and exclusions, and additional premiums may be required for high-value items.

Next, gather all necessary evidence, including proof of ownership, age, and value of the stolen items, which are crucial for the claim process. It’s also important for travellers to assess their responsibility in the situation. Ensuring that valuables were secured, and that luggage was not left unattended is key, as negligence can impact the viability of a claim.

By remaining vigilant during your flight, applying common sense and following the tips we’ve described above, we’re sure your next flight will be free from the dramas recently reported in Singapore.

Safe travels!

It’s not only our quintessential British Gray Dawes colleagues who love to be polite and hate to cause a scene, but nothing creates a flutter of anxiety quite like the question ‘how much are you supposed to tip?

It’s even more confusing when you’re on a business trip outside of your home country and the customs are different. When should you tip, how much, and who do you give it to?

Different countries have different customs and expectations, so we’ve done our best to come up with the definitive guide to tipping around the world.

And no tip necessary. We’re just happy to help.

How to Tip around Europe

Whether you’re tipping in Spain or tipping in Paris, fortunately most European countries have settled on following the behaviour of their neighbours when it comes to giving gratuities. But before you follow our tipping guidelines below, check that a gratuity or service charge hasn’t already been added to the bill.

Dining out

If you want to err on the side of caution and look polite – and show appreciation for a particularly good meal out – consider adding a tip of around 5-10%. A couple of extra euros or rounding up to the nearest 10 will usually do the trick.

Ordering drinks

When it comes to ordering drinks at a bar it’s not customary or expected for you to leave a tip each time. Throwing some loose change into a barista’s tip jar or leaving a few euros for someone after a few cocktails might be appreciated, though.

Taxis

There’s no expectation for you to tip your taxi drivers, but it’s always appreciated. Rounding up to the nearest euro is a polite gesture, and it’s also helpful (so the driver does not have to dish out change). For help with bags or a long journey, a tip of around 10% is the norm.

How to Tip in South America

Generally the most popular destinations in South America – including Brazil and Argentina – don’t have a tipping culture. It’s considered polite to give a little tip as a thank you to hotel workers or guides.

If you enjoy the service at a restaurant or bar, it’s a nice gesture to round up the bill or leave a 10% tip, but it’s not a major faux pas if you don’t as this can sometimes be included as “servico”.

The main exception is if you visit Paraguay. Service workers usually get paid a low wage here so a generous tip here and there will be much appreciated. A few hundred Guaranis for good service, or adding 15% of a bill will usually do the job.

How to Tip in Australia and New Zealand

The general consensus around Australia and New Zealand is that a tip isn’t necessary, but always appreciated. Apply a similar approach as you would for a trip around Europe.

How to Tip in Dubai and the Middle East

Most restaurants in the United Arab Emirates and Middle Eastern countries will include taxes and a service charge on the bill. Tipping in hotels isn’t necessary.

With so much logistical information to process, it is easy to overlook one of the most important parts of any successful sports travel programme – the part where you save money. But cutting costs isn’t as straightforward as trawling the web for last-minute flight deals. As a travel management company with years of specialist sports travel expertise, our consultants at Gray Dawes Sports are well-versed in the tips and tricks needed to secure the savings that will make a real difference to your budget.

In this article, we look deeper at 4 of the best tactics for cutting sports travel costs. You might be surprised at some of the ways you can save money.

#1- Book as a Team

It might sound simple, but booking your travel as a group can save you some serious money. Some airlines allow a travel booker to pool the luggage allowance across an entire team.

This is particularly useful when you consider how much equipment sports teams usually travel with – extra kit, physio beds, medical devices, and more. In short, by consolidating the extra kilograms of baggage into one group travel booking, individual travellers don’t have to pay extra for bringing more bags. 

These savings aren’t trivial either as costs associated with excess baggage can be incredibly high. One of our clients had built an itinerary that required so much excess baggage that it cost in the region of £20,000. Your TMC should help you work out excess baggage over individual allowances, whether it can be consolidated into a group booking, and then clear it all at the same time as booking seats.

Tell us about a typical day-to-day as an Operations Manager

“I generally attend a lot of meetings, usually related to the acquisition of new business. These are mainly for clients based in London. I represent the Operations team on these business calls, but also for internal calls between the implementation or sales teams. 

“Sometimes I head out of the office to attend business meetings which is really cool. I like getting out there and meeting people – I find people interesting.

“But every day in the travel travel industry is different. It’s a very dynamic, very fast-moving environment, and Gray Dawes is the same as a company. One day is never the same as the next.”

What advice would you give to those looking for a career as an Operations Manager?

“Operations Management is a 24-hour job

“I always tell my team and clients that they can contact me any time of day or night. I never turn my phone off;  it’s even by my bed when I go to sleep so that if something happens during the night they can get hold of me.

“It’s been like that for me since the old days when we were a much smaller travel agency. Back then, our 24-hour service was just me and a mobile phone. That was it! 

“Now we have a huge global operation at Gray Dawes – we follow the sun and have an ‘Always On’ philosophy so it’s much easier.”

And finally… tell us a bit about more yourself.

Tony and his daughter at Everest Base Camp.

What’s your favourite food and/or drink?

“Since I’ve been working in London, I’ve become a bit snobby about my beer. I like a nice pint of IPA – Neck Oil is probably my favourite – but I also love a nice, single malt.

“With my Spanish ancestry, seafood paella is one of my favourite things in the world. I love Spanish omelettes too. I’m a human dustbin. I eat anything! Though at the moment it’s all brown pasta and brown rice –  got to fuel the marathon training somehow!”