Be indispensable!How the agent’s role
is expanding
IT HAS become increasingly
important for agents to understand
their role in managing traveller
safety, particularly as it is a role that
is expanding.
“The issues facing duty of care
are constantly evolving, from global
terrorism to natural disasters, and
traveller safety and security are
becoming far more prominent. More
risks to traveller safety and security
are presenting themselves every
year and, with that in mind, travel
managers and their supporting travel
logistics businesses must provide
measures to mitigate these risks,”
says MaryAnn Harvey, Wings Travel
Management vp of global marketing
communications.
She maintains that it is the
responsibility of the TMC to always
be aware of the issues, and be able
to provide guidance to clients on
best practice and process.
“TMCs have the role of advising
their clients of health [problems] and
terrorist activities,” agrees XL Travel
chief operating officer, Rod Rutter.
He says agents and TMCs need
to have the correct information in
order to offer advice based on facts.
“The onus is on the consultants,
who need to draw attention to travel
warnings that are sometimes issued
by governments.”
While global incident monitoring
is an important component of an
agent’s strategy to ensure the safety
and well-being of travellers, Amadeus
Southern Africa senior marketing
manager, Jannine Adams, points out
that knowing what has happened
is only the beginning of managing
disruption, and agents need to
identify who is impacted and what
the next logical steps are before
they can provide the appropriate
support.
As a TMC, one way to ensure you
are always aware of issues and able
to provide best practice to clients
is to be part of a governing body
pertaining to these issues, notes
MaryAnn. “Wings has a very senior
representative on the advisory board
of the Global Congress on travel
risk management. This position
provides Wings with the opportunity
not only to learn of new risks facing
global travel logistics, but also to
provide perspectives on how to
best implement practical processes
relevant to the slight differences in
travel logistics around the world.
Relationships are vital
Crisis management is not only
about responding quickly to a crisis
situation when it arises. Agents
can never be too well prepared
when it comes to ensuring the
safety of their travellers.
“The most important aspect of
being able to deal with any crisis is
to be prepared well in advance for
any foreseeable situation, and to
have the required relationships with
both clients and suppliers,” says
Wings Travel Management head of
business development, AME oil &
gas division, Shaun Lovett.
Agents must ensure they
have people on the ground who
can provide assistance when a
crisis occurs. Once agents have
these agreements in place, they
are better prepared to assist
a client anywhere in the world
and, according to Wings, this is
particularly important when it
comes to travelling into Africa.
TMCs must also be prepared
to innovate by providing new
technology tools that offer up-tothe-minute
information on the
position of any traveller. “The way
that technology is now able to
provide in-depth and real-time data
is invaluable in terms of assessing
risks and directing a course of
action,” says MaryAnn.
What’s more, global risks
are often just that – global. As
such, TMCs must be able to
provide a global perspective on
risk management, as well as
implement processes when the
risk presents itself. Therefore it is
not only important that a business
is represented globally but that
the systems off which it works
are fully integrated (to be able to
immediately access a traveller’s
information for reporting), and that
the travel logistics company fully
understands the unique travel
conditions in each region.
Ultimately, Jannine says that
today’s TMC must provide expert
advice on duty-of-care processes
as part of a broader travel policy,
integrating if required, traveller
tracking technology and specialist
third-party suppliers to create an
overall travel risk management
plan. “They must show commitment
to the business traveller that they
are ‘accompanying’ them on the
journey virtually, show genuine care
for their wellbeing and safety, and
assure the traveller that they can
be reached 24/7 to change travel
plans urgently during a crisis,” she
concludes.
8 travel apps to keep clients safe
TECHNOLOGY has gone a long way
to allow people to constantly keep
in touch, no matter where they are
in the world, and agents should
take advantage of this by using
specific travel apps or advising their
travellers to do so while abroad.
TNW rounds up some great options
on offer.
1 Amadeus Mobile Messenger
AMADEUS has created an app
that allows travellers to constantly
keep in touch while travelling.
The Amadeus Mobile Messenger
is a tool that tracks travellers,
and allows agents to locate,
communicate with and assist these
travellers.
“Itineraries are represented
on a dynamic map interface,
allowing agents to quickly pinpoint
a traveller’s location. Pushpins
– which represent a cluster of
itineraries – break down into new
individual pointers to define the
exact location of each traveller,
using the GPS functionality in their
smartphone or by geolocation of an
airport or hotel,” says Amadeus’s
Jannine Adams, adding that the
colour-coded display indicates a
traveller’s status for additional
visibility, with complete itinerary
details available at the click of a
button.
Traveller data in the Amadeus
Mobile Messenger is automated
and updated in real-time, ensuring
users always have the latest
information to work with, which is
critical for incident management.
Various options to filter the
information are available, such
as by airline or company, allowing
agents to better define the
itineraries and travellers they are
working with.
Amadeus Mobile Messenger also
allows agents to communicate
with travellers at any time, using
either a smartphone app, SMS,
or by e-mail. One-way messaging
can be used to send informational
data that needs no response, while
the two-way messaging option
provides feedback that can update
a traveller’s status on the map
interface according to the reply.
An itinerary can also be locked in
a specific location when a traveller
is stranded, which is critical in a
situation such as a weather
event or natural disaster.
This unique feature effectively
overrides the traveller’s scheduled
itinerary, showing their real location
so that appropriate action can be
taken.
2 Kids Aid app
This app gives emergency
information to parents when
travelling in a place where perhaps
they don’t speak the language or
where help is not readily available.
It includes information about how
to do CPR and what to do in the
case of poisoning. It also tells you
what not to do. The app is available
on iPhone, iPad, and Windows
Mobile at a cost of R24,99.
3 Google Maps
Google Maps is a helpful option
for exploring new places. Traffic
updates, public transit, city tours
with 360-degree street views, as
well as a voice-guided, turn-by-turn
GPS navigation are some of the
features this mobile app offers.
The app is free on Android and
iPhone.
4 Google Translate
Google Translate allows users to
type into a word box or use the
speaking option to translate a
phrase. Travellers can translate
58 languages in text and hear 23
languages of converted phrases,
which is useful in an emergency
situation where communication is
key. Google Translate is free on
Android, iPhone, and iPad.
5 ICE
In case of emergency (ICE) keeps
details about a traveller’s medical
conditions, their doctor’s primary
contact details, and insurance
information that can be accessed
even if their phone is locked.
Among other features, it also
translates the stored information
in 10 different languages. The ICE
app costs R64 for Android.
6 Pocket First Aid and CPR
American Heart Association’s
Pocket First Aid and CPR app
provides clear instructions for
travellers to care for themselves
and others. The app is easy to use
and saves a traveller’s medical
information for fast retrieval. First
aid procedures can be reviewed at
any time. This app is said to have
saved someone’s life in the Haiti
earthquake, and costs R32 for
Android and iPhone.
7 International SOS
The ISOS app allows travellers
to have all relevant information
available on their smartphone
and during an emergency. It will
allow them to connect to the most
appropriate assistance centre when
abroad.
8 TravelSafe Pro
This app provides travellers with
critical safety information with
regard to the country or region they
are visiting. Featuring up to 12
international languages, TravelSafe
Pro comes with emergency
numbers of all countries as well
as vital embassy information of
each country for the location being
visited. There is also a dedicated
quick-dial home screen widget that
can be used instantly in case of an
emergency.
Credit card cover is not enough
CURRENTLY, the market offers travellers
a multitude of insurance packages
when they book a trip. However, agents
should be cognisant of the fact that
the standard trip insurance that comes
with a credit card purchase may not be
adequate.
Wings Travel Management head of
yield management, Wilma Van Vuuren,
says it is vital that each package’s
terms and conditions are studied to
ensure that the traveller is covered
under all circumstances.
“A travel insurance policy will not give
travel advice,” agrees TIC sales and
marketing manager, Simmy Micheli. “A
travel insurance policy only indemnifies
travellers against certain financial
losses.”
She says the best thing an agent
can do for a traveller is to inform them
about complimentary cover (provided
by banks and some medical aid
organisations), and highlight to them
that this is not adequate. “Travellers
should carefully observe the content of
the complimentary cover and fill in any
gaps, or purchase a comprehensive
type of insurance to ensure travel risks
are adequately covered,” she says.
“When a client travels to an area
that is known to be high-risk, it is
important to ensure that they have
comprehensive insurance,” agrees
Wilma. “It is particularly important
to look at the exclusions on travel
insurance, which often involves events
such as terrorist attacks and big
medical emergencies.”
For example, Wings offers additional
insurance through its agreement with
an experienced and strategic insurance
partner that assesses clients’ needs
and ensures that the right insurance
is written up for them. “An important
aspect of this insurance is that it is not
person specific but client specific, so
everyone in the company is covered.
This is important in instances where
one traveller replaces another at the
last minute,” says Wilma.
When travellers become victims of
terrorism, Simmy says full cover is
provided by TIC for medical costs,
luggage losses and accidental death
and disability in the event of an
unexpected attack. “However, there are
some exceptions. Some products in
the market might limit medical cover by
reducing the medical limit significantly.”
In terms of domestic cover, TIC has
a daily hospital cash benefit for a
traveller who is hospitalised during a
journey, but there is no reference to
safety.
Simmy says local policies will also
provide cover for luggage losses,
cancellation losses, and medical
transportation, among others.
Advantages of full cover
Agents should remain aware of
places that are considered more
dangerous than others, and
recommend full cover to travellers
accordingly.
This is well illustrated by the
example of a TIC traveller who was
injured during the attack at the
Mosaic Museum in Tunisia last year,
where she was shot and wounded.
“The traveller was on a cruise and
was enjoying an excursion when
the unfortunate incident occurred,
but full cover was provided for her
hospitalisation and repatriation back
home,” says TIC’s Simmy Micheli.
“Agents should know that
travellers cannot afford to travel
without insurance, or without
comprehensive cover in places with
higher risk,” she adds.
Tools to
manage risk
WHEN it comes to tools that
give agents the upper hand in
managing disruption, Amadeus’s
Jannine Adams suggests the
following:
Risk Intelligence, with data
provided by Riskline, delivers
relevant risk information
according to a traveller’s
location, which can either be
communicated automatically
or pushed to travellers when
required.
Flight Monitor provides live
flight status and tracking for
up-to-the-minute information to
provide prompt action in case
of cancellation or delay.
Asset Management allows
travel buyers and business
owners to communicate easily
with employees affiliated to
a company facility, such as
an office, factory or oil rig,
wherever they are located in
the world.
Security should be top of mind when booking a hotel
AGENTS can take certain
measures to ensure the
safety of their travellers at
hotels. In a report compiled
by hotel certification provider,
Safe Hotels, titled Responsible
Travel – The new evolution of
hotel safety and security, a
number of safety and security
measures that travellers and
travel buyers look for are
listed, and it was found that
safety and security influence
hotel selection. Other findings
included:
Leisure and business
travellers are willing to pay
more for safety and security,
therefore agents can justify
booking a slightly more
expensive hotel if it has the
correct safety and security
measures in place.
Compliance with regulations,
effective emergency
response and guards are
important features for hotel
guests.
Emergency plans and fireprevention
systems are
two of the most important
safety features for hotel
guests, along with CCTV,
first-aid-trained employees,
and crisis management staff
available 24/7.
In light of this, agents
should check for these
facilities at hotels when
making bookings. They should
also ensure that there are
additional means of safety
and security, including WiFi,
which will allow guests to be
in constant contact with loved
ones and employers.
Further, agents should seek
hotels that have adequate
liability cover for their guests.
As one example of a local
hotel that attempts to provide
travellers with safe hotel
facilities, the Birchwood Hotel
and OR Tambo Conference
Centre offers public liability
insurance to the value of
R50 million.
Director, Kevin Clarence,
adds that when it comes
to traveller safety, agents
should opt for booking hotels
that have in-house security.
“The Birchwood Hotel & OR
Tambo Conference Centre
has 24-hour access control
security, roaming guards
to secure guest safety, a
sophisticated key card system
for room access, an electric
fence, and CCTV camera
system. The property also has
a 24-hour paramedic on-site,
as well as direct access to
ER24.”
Kevin says the hotel takes
health and safety extremely
seriously. “We employ a fulltime
health and safety officer,
and weekly health and safety
audits are mandatory. We
realise the importance of
preventing a serious incident
as it could have far-reaching
consequences for the
business.”
However, despite all the
attempts from many hotels
to provide guests with safety
features, agents should
remind travellers to remain
vigilant and make use of all
the necessary safety facilities
available to them. “Despite
us having all these security
features, we still recommend
our travellers to be aware of
their surroundings and make
use of the hotel shuttle to
the mall inste
Be indispensable!
IN MANY cases, crisis
situations occur outside
normal business hours,
therefore a 24-hour emergency
response is critical to ensure
the client remains safe, and
satisfied.
Wings provides a 24-hour
service, which means that
clients can be assisted at all
hours, anywhere in the world.
“In one particular case
a client was returning to
South Africa from Luanda.
Due to technical difficulties,
the flight did not begin
boarding by the scheduled
time,” says Wings’ Shaun
Lovett. “In this instance,
the airline’s communication
to the passengers was not
clear, leading to confusion
and frustration among the
passengers. The client
contacted us requesting that
we inform him of the actual
situation. We were able to
establish that the airline would
not be able to honour the
scheduled flight, and we were
then able to advise our client
to leave the airport and book
into a hotel for the evening.”
During the client’s hotel
stay, a large sum of money
was removed from his room.
This resulted in the South
African Police Services and an
independent polygrapher being
called in to establish who
was the guilty party. “As the
third party, Wings facilitated
the communication between
the hotel’s management and
the client. The client was
compensated by the hotel’s
outsourced cleaning company,”
says Shaun.
Another client called
Wings24 to advise that his
flight had turned back due to
new regulations imposed at
the airport on the airline. He
had no accommodation and
his flight was scheduled to
depart only the next morning.
He also advised that there
were no staff to help people at
the airport and he was stuck
with nowhere to go and no one
to help him.
A Wings24 consultant
immediately arranged
accommodation for the
client. The customer relations
consultant engaged with the
airline to obtain an explanation
and compensation. The
airline gave the client cash
as compensation for the poor
service he received. Wings did
not feel that this was enough
compensation and therefore
engaged the airline again. As
a result, Wings was able to
arrange an additional refund
for the accommodation that
was booked.
