AN iNdepeNdeNt SUppLeMeNt froM MediApLANet to tHe …doc.mediaplanet.com/all_projects/11338.pdf ·...

professional travel

Dragon’s Den co-host and entrepreneurial role model Arlene Dickinson shares her secrets

to maximizing productivity while on the road.

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re-thinking private aviationChartered flying is easier than you think

the new normaltravel trends are redefined for 2013

November 2012

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AN iNdepeNdeNt SUppLeMeNt by MediApLANet tO tHe NAtiONAL pOSt2 · NoveMber 2012

challenges

Business travel: the new normal

In the first quarter of 2012, Canadian business travellers made 830,000 international trips —12 percent more than the first quarter of 2011.

over the last several years, technology has changed the way business travel-lers travel. The road warrior has

always been a self-sufficient individ-ual. As the younger, tech-savvy work-ers are moving into positions that require them to travel for work, they resort to what they know best — an online world at their fingertips.

redefining corporate cultureAre you reading today’s news from your ipad rather than turning the paper’s page? Business travel pro-viders such as airlines, hotels, rental cars, expense management tools, travel agencies and more are embra-cing this technology by producing some of the best travel apps, and they’re just getting started. So how does this shift, this greater-than-ever independence at the consumer level, influence the business travel industry overall? More importantly, how does this “new normal” impact a company’s travel program and policy compliance?

For most companies this is a new frontier and for some with more mature travel programs and poli-cies, a challenging one. Many fac-tors can influence a company’s travel program including corporate culture, cost-saving opportunities, the safety and security of their

travellers, and corporate social responsibility. Sometimes the scope of this behind-the-scenes planning, negotiating, implementing, and auditing of a travel policy is not fully understood or appreciated by the company’s travellers — for them it is a book and go process.

With technology making it easier than ever before for individuals to book and purchase travel them-selves, companies are working harder to strike a balance between what their travellers want and what the company needs when it comes to business travel.

With the effective use of tech-nology and a well-managed travel program, all of these wants and needs have the opportunity to become a collective reality. Some progressive companies whose cul-ture and region of travel permits a more open process when traveling, have empowered their employees to maximize their use of technol-ogy and make good choices while managing their own travel budgets. This has resulted in greater employee satisfaction and increased productivity.

Make no mistake: these compan-ies are still meeting their needs, however, the approach is very dif-ferent in this new modified travel policy than the traditional model many of us have used for decades. Could this new normal benefit your company and its travellers?

Looking towards the futureAs business travel evolves at the speed of technology, many are asking what we can expect in 2013. From a trend and forecast perspective, recent GBTA Canada buyer-member survey results indicate that travel expendi-tures will continue to grow at a rate of 2.5-5 percent over 2012 expendi-tures. This growth is a combination of many factors — increased number of trips, increased number of travel-lers, increased expenses associated with trips, and the latest addition is increased expense as a result of adop-tion of new technology platforms and systems.

Hotels continue to be an area of focus as centres in Canada are no longer limited to Toronto, Calgary, Montreal, Ottawa, and Vancouver.

Cities like Grande Prairie, for example, are experiencing increased average daily rates due to year-round high occupancy by the business traveller. Many companies are looking more closely at their hotel expenditures, as some are finding that these expenses are double or more than that of the airline ticket costs. Negotiations have been intense during this Hotel RFP season for both the hotels and corpor-ate travel buying community.

Corporate responsibilityThe duty of care, safety and security for business travellers, is a hot potato and expected to gain increased atten-tion at the c-level suites. Liability and corporate responsibility are often not fully understood and I am encour-aged that many corporate leaders are taking action in 2013 to ensure team-ownership within multiple depart-ments (HR, Admin, internal security, travel) of this critical business travel component.

I’m sure you will find this publica-tion of interest as it provides you with great resources from business travel providers and business travellers who share their perspectives on technol-ogy, safety and security, industry trends, and much more.

tanya racz, CCtepresident, CanadaGlobal business travel Association (GbtA)

“Helping entrepreneurs isn’t a local thought. it’s about enabling an entrepreneurial movement.”

An interview with Arlene Dickinsonthe star of dragon’s den share’s her secrets to business success

We recommend

pAGe 5

time is money p. 7improving the passenger experience

innovation, technology, p. 8 and investors A lethal combination destined for success

Tanya Racz

[email protected]

top 9 things to look for when choosing your hotel:

■■ Friendly service ■■ Free wireless in room ■■ 5 minutes from where you’re

working ■■ Ability to hook up personal

media player to TV ■■ Easy access to outlets ■■ Free parking ■■ Sound proof rooms ■■ Well lit room ■■ Quality restaurant / bar

SouRce: The hac 2012 TRavel

InTenTIonS SuRvey

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President of the Hotel Association of Canada, Anthony Pollard, believes location is essential for business travel success. “Recent survey results show that location is number one on the list of a business traveller’s con-siderations. For a business traveller there is no point in being on the other side of town from where their meet-ing is scheduled,” says Pollard.

With the increase of accessible technology and software over the past decade, a wireless connection has become an everyday necessity. Being able to re-create what the customer would experience if they were work-ing from their home or their office is what hotels are trying to do.

staying connectedA recent survey discovered that the business traveller’s wants are a mix of the traditional and the modern. Pol-lard explained, “Guests want friendly service; that is one of the most import-ant things. One of the newer requests that they have is to be able to connect their personal media devices into the TV in their room.” President of Silver-

Birch Hotels & Resorts, Steve Giblin, maintains that “being constantly con-nected to the office is so important for the business traveller these days. If we can provide good connectivity it helps them to manage their time.”

Staying connected is the most important thing, but right behind it is the ability to maintain a healthy lifestyle. Many business travellers are looking for hotels that are able to meet the everyday needs of a healthy per-son — in terms of both exercise and nutrition.

safety and securityHotels can only do so much to accom-modate business travellers by provid-ing them with access to everything they require. Giblin has realized that the business traveller wants a simple but efficient type of service: “priori-tizing time is critically important for the business traveller. It is important that the service they receive is exe-cuted quickly, simply and to a high standard.”

One specific feature that many business travellers have become more

invested in is safety and security. A business traveller will often be carry-ing expensive possessions so secur-ity is always a consideration. Giblin explains, “there will usually be a safe to put something like a laptop in. If you are carrying a lot of valuable pos-sessions it is highly recommended that you get travel insurance.”

These accommodations are avail-able to the everyday business travel-ler; however, there are hotels that do not provide these amenities. In order to practice proper business, all of the amenities required should be met. Most companies will book purely based on best price. What the travel-ler and the amenity provider need to realize is that time is money; a busi-ness traveller will more often than not choose the hotel with the amen-ities that allow them to go about their business per usual.

amenities and service: a top priorityNeeds and expectations for the everyday traveller on business are vastly different than those who travel infrequently for personal matters. when looking into what accommodations have to offer, there are several things business travellers should take into consideration.

Joe RoSengaRTen

[email protected]

Anthony pollardpresident, Hotel Association of Canada

profeSSioNAL trAveL4tH editioN, NoveMber 2012

responsible for this issue:publisher: brandon [email protected]: Laura [email protected] Contributors: Sam barone, canadian business Aviation Association, ron diLeo, daniel-robert Gooch, hotel Association of canada, diana mcLaren, Joe rosengarten, emily Spacca, travel Industry council of ontario

photo Credit: All images are from iStock.com unless otherwise accredited.

managing Director: Joshua [email protected] Developer: Alexandria [email protected]

Distributed within:national post, november 2012this section was created by mediaplanet and did not involve the national post or its editorial departments.

Mediaplanet’s business is to create new customers for our advertisers by providing readers with high quality editorial contentthat motivates them to act.

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challenges news

With the high cost that travel repre-sents to Canadian businesses, it’s vital that the industry is regulated to pro-tect against financial losses if a travel agency or tour operator goes out of business or operates fraudulently.

In Ontario, this protection is through government legislation known as the Travel Industry Act and is administered by the Travel Industry Council of Ontario (TICO).

“Our responsibility is to monitor

travel agencies and tour operators to ensure they are operating soundly, and that they are fiscally sound,” says Dorian Werda, Director of Customer Service and Stakeholder Relations for TICO. “When you purchase from a registered travel agency, you have con-sumer protection through the provin-cial Travel Industry Compensation Fund, which we administer.”

ensuring fair compensationOntario is one of three Canadian provinces (including British Col-umbia and Quebec) that requires a consumer compensation fund in the event that an operator goes out of business before or during a trip, or should they fail to deliver the

travel services the consumer has paid for.

TICO also functions as a con-sumer complaint agency for trav-ellers who are dissatisfied or feel regulations have been violated.

“Consumer protection ensures that the marketplace is fair for everyone,” says Tom Osovitzki, CEO of Corporate Travel Manage-ment Services. “Like consum-ers, businesses want fairness and honesty when booking travel, and businesses benefit when rules are enforced that put all suppliers on an even playing field.

“Simply put: better consumer protection means better business,” he says.

the consumer’s roleEach province outlines in its regula-tions what rights travel consumers have in law, but as with any claim or complaint, there are some things you can do to ensure a successful outcome in cases of complaints or compensation claims.

It’s important to have booked your travel through a registered travel agency or tour operator. This includes through internet services. Look for information of registration on the company’s web site.

Make sure you’ve read all contracts and documentation before you leave on your trip. Consumer protection regulations state what information must be disclosed to consumers.

Having a file with any receipts, con-tracts, or other paperwork will assist in any claim or complaint against a travel agency or tour operator.

Outside of legislated requirements, there is a range of other services con-sumers can look to their travel agency or tour operator to provide.

“Safety is paramount in the travel industry and corporate clients expect to receive timely, relevant destina-tion and incident reporting to keep them up-to-date and aware of risks that may affect their travellers,” says Osovitzki.

protecting travellers with industry regulationsConsumer protection not only regulates the travel industry, it is there to monitor and provide compensation to ensure travellers are well served and well protected.

DIana MclaRen

[email protected]

Of the perks and benefits that a busi-ness traveller has come to expect from an airline, the most sought out requirements include quick check in and online check in, lounges with broadband connection, and reliable, frequent flight scheduling.

Finding the value“Time is very important to the

business traveller; they need to know that they will arrive at their destination on time,” explained Fabien Pelous, Vice-

President and General Manager at Air France KLM Canada. “It’s important for a business travel-ler to be able to rely on an airline’s scheduling. The business travel-ler requires efficient connections and the option of daily flights to all destinations.”

Competitive pricing and ticket flexibility are also high on the list of expectations. More and more businesses are budgeting for busi-ness travel expenses, therefore making it incredibly important for airlines to offer the best value at a reasonable price. Offering the business traveller the flexibility to change or refund their ticket is one way that airlines are increasing the value of their product.

Navigating the linesEven with benefits such as flexible ticketing and competitive pricing,

the flying experience can often at times be incredibly difficult to navigate. Airports are often found to be packed with both business and leisure travellers with little to no direction, sometimes making it difficult to make it to that import-ant meeting on time. Airlines con-tinue to try to improve these short-comings by communicating their flight information in a timely and accessible manner. Pelous said, “the airport experience is so important for a business traveller because that is where their experience starts and ends.”

Ensuring a positive traveller experience is ultimately at the fore-front of every airline’s vision. Many airlines host customer focus groups in which all feedback, whether good or bad, is read. Pelous explained that airlines cannot stand still when it comes to tailoring services for

business travellers. “Whenever we are changing a product or a service the final decision is always based on customer feedback.”

For today’s modern business traveller, a combination of servi-ces is often required. Keeping up with trends such as Wi-fi networks everywhere, including in planes, is within our sights for 2013. Pelous explains, “we need to keep up with their needs. It’s the little things: a mix of being up-to-date with the electronic world whilst also offering the human touch.”

mAking ThE jOURnEy sOmEThing TO lOOk fORwARD TOFor airlines, the business traveller is the most prized of all customers. Airlines are more aware than ever of the need to keep up with the business traveller’s specific needs and expectations. over the last 15 years, many airlines have begun to concentrate on providing premium services on long haul flights especially for the first and business class business traveller.

Joe RoSengaRTen

[email protected]

Fabien pelousvice president and General Manager, Air france KLM Canada


Question: What type of insurance should companies consider when traveling for business?Answer: Should medical emergencies, trip cancellations, or other unplanned situations arise, travel insurance is essential to protect you, whether you’re away for business or pleasure.

insuring your employees’ safety and securityBusiness travel is defined as the intent of leaving home with a purpose related to work. whether it’s attending an inter-national professional confer-ence or meeting with clients to discuss a lucrative new con-tract, business travel is on the rise in both domestic and foreign markets.

Insurance may not be top-of-mind, but experts warn it should be as essen-tial as packing your passport. “People in general don’t think about what could go wrong on a trip, especially the younger generations,” says Erin Finn, Director of Underwriting for RSA Insurance.

“When traveling for business you might assume your company is tak-ing care of everything. The people I’m most worried about are self-employed who have no corporate coverage at all,” she says. If something does go wrong, having the right travel insur-ance can make all the difference in

avoiding catastrophe.“Whether purchasing insurance

for business or personal travel, it’s important to look at your individual needs and then research what cover-age is appropriate,” says Karen Voin, Director of Health and Dental for the Canadian Life and Health Insurance Association. “In fact, you might find you also have some coverage through your employee benefits plan or credit card.”

utilizing your coverageTravel insurance comes in various forms, including emergency medical, trip cancellation and interruption, and lost or stolen baggage.

While you may have medical cover-age through your employer plan, these are typically for trips of 30 days dur-ation, says Finn, and “you may need to top up this coverage if you expect a trip of longer duration.”

One issue that arises over out-of-country health coverage, claims being denied based on exclusions in

a policy, has received a good deal of media coverage as of late. One of the most common is what’s called “pre-existing conditions.” In essence, if you have a medical condition for which you’re being treated, and it’s deemed the cause of any medical claim you make while away, it may not be covered by your travel insurance.

“This is an area where you need to do some research and ask questions,” says Finn. “You may need your doc-tor’s assistance with the information and questions you’re being asked in your application.”

Doing your due diligenceCLHIA’s Voin stresses that consum-ers take the time not only to assess their own needs, but also to do their research. Once you’ve selected a policy, “read your contract and ask questions if unsure so there are no surprises.”

Micki Kosman , along with her hus-band and young family in Kamloops B.C. are veteran and avid travellers. “When we started on our first major

trip, we found there were no good web sites to compare different compan-ies and their policies,” she says. From that experience the couple started the Canadian Travel Insurance Review web site. It provides basic informa-tion on a number of companies offer-ing travel insurance, as well as other information and tips on travel insur-ance as well as links for those con-sumers seeking more detailed infor-mation and quotes.

“There’s a lot of confusion about insurance,” Kosman says. “We don’t sell travel insurance, we provide people with information.” Finn adds that the emergency assistance num-ber on the insurance wallet card can offer help with a variety of situations that may arise while traveling. “Every-thing from a climate emergency that leaves you stranded to help with foreign language translation when seeking help.”

insight

DIana MclaRen

[email protected]

arlene Dickinson is one of Canada’s most renowned independent mar-keting communi-cations entrepre-neurs. In 1988, she

became a partner in Venture Com-munications, later becoming the sole owner and CEO in 1998. Her creative and strategic approach has turned the company into a powerhouse with a blue chip client list.

Dickinson’s newest venture Arlene Dickinson Enterprises (ADE) is a com-pany she founded that is dedicated to serving and investing in the entrepre-neurial lifestyle, with it’s online com-munity and resource site for entrepre-neurs, YouInc.com.

Dickinson is a mother of four and grandmother of three, co-star on the CBC series Dragons’ Den and The Big Decision.

Do you find travelling commer-cial or charter more efficient?Charter travel is a luxury that is cer-tainly more efficient time and conven-ience wise, but when you factor in cost it can be much harder to justify.

Do you find some hotels cater specifically to your business travel needs?Yes. There are several hotels around the world that have been thoughtful about the service offering they provide to business travellers. Whether it’s specially designated floors, easy access breakfasts/room service delivery in early mornings, multiple paper delivery options or conference rooms — the list goes on. Creating a work space away from home (including chargers for our multiple electronics!) is always a huge

when creating a travel policy, companies look for these 3 things:

1To reduce travel expenses by containing/controlling costs associated with travel

2To ensure the employee is safe and secure when trav-elling for the company

3To maintain accurate data collection and consolida-tion

individuals travelling for business look for:

1Convenience: Booking of trips, flight times, number of stops

2Comfort: Hotel amenities and upgrades on car rentals at no charge

3personal time: To limit the stress on family life

4staying connected: Access to technology that keeps them connected

beneFItS oF A trAveL mAnAGement compAny

Tanya Racz, ccTe

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global buSIneSS

TRavel aSSocIaTIon (gbTa)

[email protected]

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trip, we found there were no good web sites to compare different compan-ies and their policies,” she says. From that experience the couple started the Canadian Travel Insurance Review web site. It provides basic informa-tion on a number of companies offer-ing travel insurance, as well as other information and tips on travel insur-ance as well as links for those con-sumers seeking more detailed infor-mation and quotes.

“There’s a lot of confusion about insurance,” Kosman says. “We don’t sell travel insurance, we provide people with information.” Finn adds that the emergency assistance num-ber on the insurance wallet card can offer help with a variety of situations that may arise while traveling. “Every-thing from a climate emergency that leaves you stranded to help with foreign language translation when seeking help.”

inspiration

arlene Dickinson is one of Canada’s most renowned independent mar-keting communi-cations entrepre-neurs. In 1988, she

became a partner in Venture Com-munications, later becoming the sole owner and CEO in 1998. Her creative and strategic approach has turned the company into a powerhouse with a blue chip client list.

Dickinson’s newest venture Arlene Dickinson Enterprises (ADE) is a com-pany she founded that is dedicated to serving and investing in the entrepre-neurial lifestyle, with it’s online com-munity and resource site for entrepre-neurs, YouInc.com.

Dickinson is a mother of four and grandmother of three, co-star on the CBC series Dragons’ Den and The Big Decision.

Do you find travelling commer-cial or charter more efficient?Charter travel is a luxury that is cer-tainly more efficient time and conven-ience wise, but when you factor in cost it can be much harder to justify.

Do you find some hotels cater specifically to your business travel needs?Yes. There are several hotels around the world that have been thoughtful about the service offering they provide to business travellers. Whether it’s specially designated floors, easy access breakfasts/room service delivery in early mornings, multiple paper delivery options or conference rooms — the list goes on. Creating a work space away from home (including chargers for our multiple electronics!) is always a huge

plus when choosing a hotel to stay at during business travel.

what is the most exotic place you have traveled for business?I went to Thailand for a holiday and ended up in a few business meetings there. Entrepreneurs tend to find a business opportunity everywhere we go. So I think that counts!

how has business travel changed for you as your success continues to grow?The airlines that I use are always very helpful to me. They know I am a frequent traveller and they help me make it easier all along the way. Per-haps they can see that look in my eyes of being road weary...in fact, I always won-der what my skin might have looked like without all that dry air. On a serious note, what has really changed has been my efficiency in everything. I pack light, don’t check luggage, and always check flight status. I am always ready and armed with music, something to read and great earphones. I used to work on the plane, but now I find that that time is best spent sleeping or reading — sometimes it’s the only way I can catch up on both.

how has starting the The Big Decision on top of Dragon’s Den affected your weekly travel?The Big Decision (CBC) has required a lot of travel across the country to visit and spend time with the businesses that I work with on the show. It has literally been cross country, from coast to coast. But while the travel has been crazy busy, the trips and effort are all worthwhile. I meet some fantastic

people and businesses through these travels. Alongside that, I also spend a lot of time travelling with Dragons Den to give speeches and to attend events. It’s hard work, but I love it.

how do you organize travel for your employees at venture? Do you outsource with an agency or do you do it in-house?We do arrange travel in-house. Flight passes are a great way for a company to manage the costs of corporate travel and make it super easy for people within a firm to book.

how important is travel insurance for the common business traveller?I’d say it is very important. You never

know what might come up and you never want to be in a situation where you aren’t covered. The good thing about travel insurance is that it basic-ally covers everything for you. From cancelled flights to safety and security in your hotel room, it really is worth the investement.

how does having a family affect business travel?I travel with my family throughout the year. They too have become used to travelling and have been flying with me. I’m guessing my grandchildren have more air miles than many people, and they even enjoy the plane rides. We love to get away together to visit different locations around the world. My family is older now, but they grew up with a road warrior mom. It’s likely they would

say they didn’t like that part of it, but they have been happy to get the chance to come along on a few trips with me too.

how will the launch of ADe and youinc affect your business travel needs?It’s going to definitely keep me on the road and in the air for a few more years. Helping entrepreneurs isn’t a local thought. It’s about enabling an entrepreneurial movement. And that means I have to keep moving!

enabling the future of canada’s entrepreneurs

eMIly SPacca

[email protected]

“Helping entrepreneurs isn’t a local thought. it’s about enabling an entrepreneurial movement.”

Up, Up, And AWAy!

eMIly SPacca

[email protected]

InSIGht

the airport experience is better than ever

Business travel is certainly on the rise within Canada, especially with foreign markets opening up. Approxi-mately 70 million passenger trips are made by air in Can-

ada every year. Of those trips, 11 percent were business related. The amount spent by business travellers — $7.8 billion — accounted for more than one-quarter of the total travel spending by Canadians within Canada.

Airlines have begun to concentrate on providing premium service, especially on long haul flights. Luxury amenities such as quick check in and online check in, in-flight beds, business lounges with wireless internet, and other comforts to alleviate the stress of travel are being put in place.

With more than half of business trips taken by Canadians being same-day flights, these amenities and services are becoming all the more important.

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if you’ve ever missed a meet-ing or wasted hours at an air-port because of flight delays and cancellations, you’ve prob-ably thought, with envy, of the alternative of a corporate plane; no line ups, no hassles, no lost time. But, if you also thought that that these flights were limited to high flying mega-corporations, you may want to think again.

Business aviation comes in all sizes: from owning your own plane(s) to fractional or shared ownership, leasing arrangements, and more.

“When you factor in the more effi-cient use of time and resources, busi-ness aviation starts making economic sense.” says Sam Barone, President and CEO of the Canadian Business Aviation Association (CBAA). “Our membership represents both large and small Canadian businesses, espe-cially manufacturers and service pro-viders, who use business aviation as a corporate tool and competitive advan-

tage. With access to business flights, they can visit multiple locations in a single day, deal with customers face to face, deliver personnel and equip-ment and use the flight time to con-duct confidential and secure business. As a result, more and more companies are turning to business aviation as a viable and necessary part of their corporate strategy.”

growing with the economyEconomically, Canada may be punch-ing above its weight as a trading nation, but given its population and size, commercial airline service is not always enough. Business aviation is often the best or only transportation option available for many businesses and regions, opening the door to global commerce for small-commun-ity and rural populations by linking them directly to national and inter-national metropolitan centers and manufacturing facilities.

“We’re seeing an explosion of long haul and overseas business flights,” Barone continued. “Travel to the US

and Europe are fairly routine. Our members are now using their corpor-ate planes to conduct business around the world, from Australia to Dubai to Hong Kong. With the government’s emphasis on new bilateral trade agreements, I think this is only the beginning.”

It’s clear that business aviation is an advantage for Canadian companies. What is less well known is how it also contributes to our economy and social well-being. ”We have a number of members who are located in and eco-nomically support smaller Canadian communities. Because they control their flight times and routes, they are free chose their locations based on lower costs, a ready labour pool and community life, not proximity to an airport,” Barone explained.

taking a leap of faithBusiness aviation is a significant con-tributor to the Canadian economy as a whole, particularly the strategic aerospace sector. Based on nation-to-nation comparisons, Canada has the

largest business jet manufacturing sector in the world, supporting engine manufacturers, fixed base operations, flight simulators, charter services and private jets.

If you are wondering if your com-pany is ready to make the leap to busi-ness aviation, there are a number of tools that you can use to determine the most cost effective way of moving up to your own flight deck. “Business aviation is rapidly becoming a need-to-have, not a nice-to-have,” Barone concluded. “Once you are ready to con-sider it for your own business, there are a number of qualified companies that analyse your air travel and help develop a business aviation strategy that includes a risk/benefit analysis, and options for ownership vs. leasing, financing and more.”

here are some things you should know if you’re considering business aviation:

1Business aviation flights, which are regulated under Transport Canada, are safe

and professionally managed. Can-adian standards are some of the highest in the world.

2To see if business aviation makes economic sense for you, start tracking your

travel costs. Don’t forget to include the costs of layovers, delays and downtime that can waste thou-sands of dollars and hours of executive time.

3Consider your most import-ant routes and destina-tions. If you frequently

travel to locations that have min-imal air service, or limit your cargo capacity, or force you to take cum-bersome and time-wasting con-necting flights, point-to-point busi-ness aviation may be the solution.

4You don’t have to buy a plane to start accessing the business aviation advan-

tage. From charter, to fractional (shared) ownership, to leasing, to outright ownership. Business avi-ation offers flexible and budget-conscious pricing and business travel options.

bUSIneSS AvIAtIon 101

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SaM baRone

PReSIDenT anD ceo,

The canaDIan buSIneSS

avIaTIon aSSocIaTIon

[email protected]

SaM baRone

PReSIDenT anD ceo,



[email protected]

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news

Dirk Baetsmanaging director,egencia canada

sherry saundersSenior vice president & General manager, carlson Wagonlit travel canada

k. ian race, Ctevice president Sales & Account management,vision 2000 travel Group

Question 1At what point should a business consider outsourcing their travel planning needs?

Question 2What are some advantages to outsourcing my businesses travel requirements?

Question 3What should a business consider when choosing an agency to outsource their travel needs?

i would encourage companies to think in terms of a partnership rather than out-sourcing when it comes to working with a TMC. When a company elects to use a TMC, they’re engaging in a strategic partner-ship with an expert who can help them leverage their travel spend, which is not displacing internal intelligence. There is no magic formula in determining if a company is ready to work with a TMC. If annual air spend is upwards of $100,000-$200,000 then they’re likely to benefit by engaging a TMC to help them think about implementing standard processes and identifying preferred vendor relation-ships that would result in costs savings opportunities.

First, it’s important to understand your company’s goals and requirements. Then, you’ll want to examine your company’s travel patterns to gain a complete picture of your annual travel volume which will help deter-mine the services that you’ll need. Once you have that information, examine the capabil-ities of the TMC to ensure that they will be able to meet your needs in terms of structure, technology, resources, service levels, global capabilities, etc. Each company has very specific travel needs so it is very important that each party have a clear understand-ing of expectations before engaging in a partnership.

A tmC provider goes well beyond book-ing tickets and processing transactions; they have the expertise to help you leverage your travel spend strategically which can lead to cost savings and more productive travellers. They’ll also provide you with the intelli-gence and technology needed to ensure that your travellers remain safe while they’re on the road, thus fulfilling your duty of care requirements. Finally, a TMC can provide best-in-class benchmarking and the frame-work needed to implement a travel program including negotiated savings and services that will exceed both your company goals and the expectations of your travellers.

Any business that spends in excess of $100,000 annually on travel should have a travel program in place that will ultimately benefit them from working with a TMC. Additionally, any company that wants quali-fied travel activity reporting should work with a TMC. TMC’s have technology and sys-tems in place that will provide convenient real-time reporting. This can allow for analy-sis that can result in cost-savings. Finally, any company travelling internation-ally would benefit from working with a TMC. The cost savings that a reputable TMC can offer on international travel can be very significant.

the most important things to consider when choosing an agency are the service delivery model, account management, reporting solutions and technology options. A business needs to decide if they want a call centre concept, a dedicated agent or team concept where there is more familiarity on an ongoing basis or an online booking environ-ment. Every TMC offers different options and you need an option that works for you. Another important factor is reporting the capabilities of your TMC. Do they send regular reports? Can they customize your reports? Finally, is there a cost? It is important that in addition to the cost saving opportunities the TMC provides you consider the ability to build a travel program customized to your specific needs.

the number one advantage is cost sav-ings. This can be achieved through volume discounts, non-refundable ticket credit management, policy compliance and quality assurance programs. The next advantage is working with professionals. A good account manager will work with you to optimize your travel program to achieve the maximum bene-fits for your company. The Final advantage is safety and security. A good TMC will have a service that identifies safety and security risks on a daily basis and provide you with options on how to both avoid these risks and extract travellers who encounter security risks while travelling. Reporting plays a large role in iden-tifying cost savings opportunities, so a cus-tomizable reporting system is a key factor.

A company can start working with a travel management company (TMC) at any point in time. It helps to start sooner rather than later, so the program is structured from day one. When it comes to corporate travel, a company needs to balance various goals and requirements, ranging from travel-lers’ convenience and ease-of-use, over total travel spend, management and analytics, and ROI, to requirements relating to trav-eller’s safety and security. By developing these goals early, the company can build a program around those and work with a travel management company to effectively manage it.

making sure the booking seamlessly inte-grates with the services the TMC delivers is crucial. Its agents should be able to access and modify your bookings made through the online booking tool, your policies and requirements should be implemented correctly regardless of the booking method used (online or via the agents) and the management tool you get through the tool (user management, policy and approval management, reporting and ana-lytics) should allow you to adjust the settings for both the online booking tool and agents alike, to match the requirements and goals of your company. Also make sure your agency is able to address your (future) expansion plans (domestically and internationally).

Benefits of a TMC include: vast knowledge and experience in corporate travel manage-ment it will share with you, specialized staff with experience in booking travel, consulting travellers and travel data analysis and manage-ment, and additional services like 24/7 support, vendor selection management, travel manage-ment consulting. The TMC will be able to pro-vide a larger inventory in terms of airline, hotel and car companies, by leveraging multiple systems, and potentially combining that with stronger buying power. Most travel manage-ment companies will also supply online and mobile booking tool solutions, making it easier and faster for the business traveller to make the reservations, while staying within the program.

panel of eXperts

SaM baRone

PReSIDenT anD ceo,



[email protected]

It is all being done with an eye to making air travel more pleasant for everyone and to capture a bigger share of the growing international traveller market.

As the old adage goes, “time is money.” Maintaining and improving a free flow of travellers through these potential choke points at our nation’s airports does not just make for a bet-ter travel experience, it is good busi-ness. Shorter wait times make for easier connections through airports and help keep Canada competitive as a world hub for air travel. On shorter trips, it also helps tip the balance in favour of aviation when travellers

are trying to decide whether to fly or drive.

save time: skip the lineTo this end, airports have worked with partners to make the Can-ada-U.S. trusted traveller program Nexus more valuable to its mem-bers through the addition of an expedited screening lane at large airports and an increasing number of small airports. This now has been extended to some U.S. airports for Canadian Nexus members.

Before the border, we sup-port efforts of tourism partners to improve access to Canada for visitors from coun-tries from which Canada requires visas. At the air bor-der, the Nexus pro-gram has been sup-plemented by new automated border kiosks at Vancouver and Montréal Tru-deau airports — with

program expansion to other airports

in the works. With this pro-

gram in place, C a n a d i a n r e s i d e n t s a r r i v i n g internation-

ally avoid the c u s t o m s

booths

in favour of automated kiosks, signifi-cantly cutting down wait times after a long international flight.

enhancing the Canadian economyMany other efforts are underway, behind the scenes, to improve traf-fic flow to, from and through Can-ada’s airports. There is tremendous upside for Canada to keep working in this area.

Air travel continues to grow across

all market segments, but some of the biggest growth has come in international travel. According to the World Tourism Organisation, a United Nations agency, international travel continues to show resilience despite world financial concerns. International arrivals are forecast to exceed one billion by the end of 2012. This includes particularly strong growth from emerging markets like Brazil and China.

Capturing Canada’s fair share of this growing international market is good for Canada’s tourism sector — responsible for some 1.7 million Canadian jobs — and the Canadian economy. The increased domestic and international connectivity that will result will open up markets and improve access for Canadian business travellers as well.

time is money: Maximizing your travel time

Business travellers are an important segment of Canada’s aviation traffic and there are several areas in which Canada’s airport community are actively working with government, airlines and other stakeholders to improve the passenger experience for business travellers alike.

DanIel-RobeRT gooch

[email protected]

are trying to decide whether to fly

ave time: skip the lineTo this end, airports have worked with partners to make the Can-ada-U.S. trusted traveller program Nexus more valuable to its mem-bers through the addition of an expedited screening lane at large airports and an increasing number of small airports. This now has been extended to some U.S. airports for Canadian Nexus members.

Before the border, we sup-port efforts of tourism partners to improve access to Canada for visitors from coun-tries from which Canada requires visas. At the air bor-der, the Nexus pro-gram has been sup-plemented by new automated border kiosks at Vancouver and Montréal Tru-deau airports — with

program expansion to other airports

in the works. With this pro-

gram in place, C a n a d i a n r e s i d e n t s a r r i v i n g internation-

ally avoid the c u s t o m s

booths

“Air travel continues to grow across all market segments, but some of the biggest growth has come in international travel.”Daniel-robert goochpresident, Canadian Airports Council

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news

Always book with an ontario registered travel agency

1Whether in person, over the telephone or online, make sure the travel company

you purchase your travel services from is a registered travel agency.

get a receipt and keep a record of all your transactions

2Whether purchasing your travel services in person or online most travel agencies

are required (dependng on the prov-ince or territory) to provide you with a receipt for all payments. This is your proof of purchase, should you need them down the road.

Do research and ask questions

3Asking questions and researching your destina-tion will help you to make

the best decision.

Always consider travel insurance

4While nobody ever expects to cancel their vacation plans, unexpected situa-

tions can occur. Travel insurance is always recommended. Most travel agencies shoud be required (depending on province or terri-tory) to advise on the availability of trip cancellation insurance and out-of-province health insurance at the time of booking.

Check in on times and flight numbers

5Contact the airline the day before your flight leaves to confirm departure times and

how early you need to arrive at the air-port. Call before you leave home to make sure your flight is on time.

know the terms and conditions of your booking

6Always read and under-stand the Terms and Condi-tions of the travel services

being purchased especially on can-cellation, changes to bookings and refunds.

tIpS to FoLLoW When mAKInG yoUr trAveL pLAnS6

SouRce: TRavel InDuSTRy

councIl of onTaRIo

[email protected]

the perfect business travel stormi am often asked to give commentary about how ACte sees the business travel industry today and what we view as trends that will shape the months ahead. personally, what i see is very compelling. i believe the ingredients are all in place to bring about a per-fect storm — but, unlike most storms that strike the travel industry, this storm is shaping up to be a positive one.

We are in “year three” of what our ACTE Index tells us is a pre-dictable eight-year travel indus-try economic cycle. What makes this cycle very interesting is the strength of our current “year three” compared to “year threes” past. Notwithstanding today’s economic concerns around the world, we are way ahead of what has been seen previously in the third year of a cycle. It will be com-merce that drives these general economic recoveries. Enabling that commerce will be business travel, which will further enhance the growth of our industry.

Accelerating technological initiativesI believe technology is actually outpacing ideas for deploy-ment. In other words today’s technology can do more than what it is currently being tasked to do and there is no shortage of need for more effi-cient solutions. Add to that the profile of the newest genera-tion of people coming into the industry. These profession-als generally view business travel through the lens of a consumer and have com-plete intoler-ance for things that don’t make sense. What we have is a very technologically-enabled work-force with great ideas, poised to advance our industry in a big way.

There is no short-

age of private investor money available in

the marketplace. The amount of activity com-ing through the ACTE Angel Investors Lounge

program alone has

proven that a good idea in the travel industry will always find willing investors. As a result, entrepreneurs with great ideas are connecting their dreams with the marketplace at an accelerating rate.

the eye of the stormAs business travel continues to evolve into something more con-sumer-like in nature, business

travellers are being pulled from the fringe of company travel programs into the center square. Smart phones and other mobile technolo-gies make everyone more informed and connected. This creates what can, in effect, be an army of depu-tized travel managers all working together in the interest of their corporate travel programs. Com-bine that with some very creative gamification strategies where trav-ellers are given incentives to do the right thing, and the inclusion swell becomes even more powerful.

In summary, we have a strong travel industry that’s getting stronger, advancing technology and people with great ideas. Couple that mix with investors who are looking for the next killer apps and travellers hungry to consume them, and you can begin to see the recipe for the perfect storm forming.

Ron DIleo

[email protected]

technological initiativesI believe technology is actually outpacing ideas for deploy-ment. In other words today’s technology can do more than what it is currently being tasked to do and there is no shortage of need for more effi-cient solutions. Add to that the profile of the newest genera-tion of people coming into the industry. These profession-als generally view business travel through the lens of a consumer and have com-plete intoler-ance for things that don’t make sense. What we have is a very technologically-enabled work-force with great ideas, poised to advance our industry

There is no short-

age of private investor money available in

the marketplace. The amount of activity com-ing through the ACTE Angel Investors Lounge

program alone has

“We have a strong travel industry that’s getting stronger, advancing technology and people with great ideas.”ron DiLeoexecutive director, Association of Corporate travel executives (ACte)

Question: With a rapidly growing economy, how is Canada furthering the business travel industry?Answer: Advanced technologies, new and innovative ideas, and interested investors combine to create the perfect industry storm.

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