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Alerting Travelers Just Got More Complicated
Alerting employees to disruptions and dangers before and during their trip is paramount, especially if borders are closing or quarantines are implemented en route. The list of possible obstacles travelers must face seems to get longer every day—both natural and manmade. Companies must effectively message changes and warnings in real time through multiple channels to meet their duty of care for those asked to travel for business.
Modern travel management options incorporate multiple communication methods, allowing travelers to choose their preferred method of receiving alerts. While alerts are available through many channels, companies and travelers often default to email.
While many business travelers understand that their company is responsible for looking after them while traveling, what constitutes an adequate duty of care program continues to evolve. This will continue as new technology and data streams become available to support the business travel sector.
For example, in today's hyper-connected world, business travelers have become accustomed to frequent electronic communications via email, text, and mobile applications. Consequently, today's travelers have come to expect real-time alerts for all disruptions and changes before and during their trip. Nonetheless, some only receive alerts when on the road—the most crucial time to be notified. Yet, sometimes, receiving an alert while traveling can be too late for an employee to mitigate the risk.
Along those lines, some employers lack the systems to gather information on protests, labor strikes, political volatility, and environmental risks. Access to medical treatment can also prove challenging in specific travel locations, leaving many travelers in a precarious position.
More Real-Time Communication Needed
Organizations face the perennial challenge of delivering the right information to the right person at the right time. With this in mind, travel managers increasingly rely on sophisticated warning systems to predict and monitor disruptions during travel. However, the technology is only as effective if implemented correctly.
In some cases, employees aren’t aware of all the services offered and need to be better educated. In others, they are aware of the services but choose not to use them because they view them as invasive or overly complicated. Education can address both perspectives.
To complicate matters, some companies do not have a system to evaluate the effectiveness of the services they and their preferred suppliers provide to the traveler. Consequently, many organizations may not be confident that their employees will be notified of potential disturbances as they happen. Given the proliferation of communication methods underpinned by sophisticated technology, in many cases, it's likely that more can be done to communicate with travelers wherever they travel.
New Threats Emerge
Beyond traditional travel risks, companies face an increasingly complex and evolving landscape. For example, environmental disruptions have become quite unpredictable, with extreme weather events impacting countries around the globe and causing widespread travel challenges. Digital threats also remain a pervasive problem, with hotel Wi-Fi networks particularly exposed and vulnerable to unapproved third parties. These threats include intellectual property theft, which is often unreported yet extremely damaging nonetheless. Regional instability has also taken on new forms. Beyond traditional political protest, companies must monitor social media for potential flashpoints that could lead to riots and confrontations with law enforcement.
These risks underscore the importance of robust communication systems. Thankfully, the tools for monitoring and communicating these risks have become more sophisticated, bridging the gap between what travelers know and what they need to know to remain safe while on the road.
The Lodging Gap
Another example of where there may be a communications gap is lodging. The post-pandemic era added new considerations beyond “clean” or “safety” protocols. Travel managers now must balance multiple factors. Today's lodging landscape includes many choices, from traditional hotels to short-term rentals. While the breadth of options benefits travelers, it challenges travel managers tasked with maintaining program compliance while respecting personal preferences. The challenge lies in guiding travelers towards preferred properties that meet corporate objectives and individual preferences.
While companies typically focus on security and pricing, among other factors, employees often prioritize comfort and convenience. However, many employees have the flexibility to choose the hotel brand they are most comfortable with—a positive sign as many corporations try to tighten controls on hotel bookings outside of policy.
Travel managers can promote and attract travelers to preferred properties by clearly communicating the merits of each location, such as their sustainability practices, technology infrastructure, security measures, and proximity to business centers. Travel managers can also solicit feedback regarding travelers' preferences for certain hotels over preferred properties. While such feedback may not result in changes to the list of approved hotels, it can provide ways for travel managers to reposition preferred hotels.
The Takeaway
Corporate programs must evolve to meet existing and emerging challenges while maintaining adequate safeguards for travelers. The key is to leverage modern communication tools while honoring individual travel preferences and practices. While the technology to protect, inform, and assist business travelers continues to improve, there's still also a need for human intervention. Regular communication between travel managers and employees can help consider whether that the duty of care is met in today's dynamic travel environment without inconveniencing business travelers in the process.
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