Mobile Devices Integral to Effective Traveler Safety Strategies - Egencia

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identified company email accounts (com- monly accessed through mobile devices) and 5 percent pegged text/SMS messag- ing
Mobile Devices Integral to Effective Traveler Safety Strategies Mobile devices and apps are creating buzz in the managed travel space. They may ultimately gain traction when positioned as a traveler safety and security tool. Both optimism and apprehension permeate the conversation around mobile devices in relation to managed travel. On the one hand, travelers—and some travel managers—are enthusiastic about the current and potential capabilities these powerful tools can provide right in the traveler’s hand. From flight check-in to itinerary management, location-based services and even mobile booking, the possibilities are growing every day. When it comes to managing travel booking channels and data security, however, many travel managers—and their companies—take a pass on the mobile travel bandwagon. Much of the conversation around mobile travel management has been couched in terms of “traveler centric” services and a creating a friendly managed travel ecosystem for employees. There may be a more fundamental argument for integrating mobile devices and capabilities into a managed travel program: namely, traveler safety and security.

Produced by

Elizabeth West Group Director, Custom Content [email protected] Louis Magliaro, Publisher [email protected] Tim Reid, Group Publisher [email protected] Amanda McDonough, Designer Sponsored by TM

As reports mount about terrorist activities, natural disasters and other potential crises for employees traveling across the globe, traveler safety and security is becoming increasingly important and necessary in travel management. Corporations need to consider the role of even the most basic functionality of smartphones and mobile devices as integral to these programs—as well as more advanced managed travel tools and solutions built on the mobile platform.

Mobile Travel Communications 101

Whether it’s for a phone call, SMS text messaging or accessing email accounts, the mobile device is the tool travelers use to stay connected to their personal and business worlds. The 2010 Consumer

Technology Survey from PhoCusWright showed that frequent business travelers outpace all other travelers in their use of smartphones. Seventy-five percent of travelers who take five or more trips a year are hooked up with a smartphone (and sometimes more than one). Travel managers can—and need—to take advantage of this fact to enhance their company’s ability to track and provide services for travelers in a crisis. In June 2010, AirPlus International fielded a survey to travel managers about communication challenges for their travel programs caused by the Icelandic volcano eruption. The study found that mobile devices were by far the most effective methods of transmitting critical information in an emergency. A direct call to a traveler’s mobile phone was most effective for 28 percent of travel managers queried. The same percentage identified company email accounts (commonly accessed through mobile devices) and 5 percent pegged text/SMS messaging to the mobile device as the best way to relay information during that crisis.

Mobile Booking Tools and TMC Services

The Icelandic volcano eruption and consequent ash cloud that closed European air space in 2010 was a unique occurrence in that there was little physical threat to travelers. Still, the challenge of locating and establishing communication with stranded employees was significant for corporations. A large part of that challenge was the result of travelers not booking their original itineraries and/or itinerary changes through channels sanctioned by their companies. This problem should be a

Communication Is Critical

12.8% Other

What was the most effective method of communicating with stranded travelers during the Icelandic ash cloud disruption?

7.7% Landline phone

12.8% I don’t know 5.1% Via TMC 5.1% Text message to cell phone/mobile device

28.2% Cell phone/Mobile device

28.2% Company email account Source: AirPlus International

major concern for any company with a bias toward traveler safety and duty of care. Mobile devices can both mitigate or exacerbate the issue, depending up how they are used in a given program.

Must-Have Mobile Info • Include traveler mobile phone contact in stored traveler profiles • F  or international travelers, ensure mobile device functions in foreign countries • C  onsider SMS Messaging: If cellular bandwidth is clogged due to an emergency, use text messaging to communicate with travelers • O  ffer a sanctioned mobile booking tool to keep travelers in the program when itinerary changes are required on the road • P  rovide travel alerts via text message while travelers are on the road • C  onsider advanced mobile safety strategies if company employees continuously travel to high-risk markets

In a travel program that has not embraced mobile tools for travelers, it is very likely that most travelers are using some kind of mobile app to support their activities. In the worst case, they are booking travel or changing itineraries outside of approved booking channels and veering away from travel policy as they independently source and consume travel. In the best case, the travel manager and company have strategically incorporated mobile tools in their travel program so that employees want to use the recommended platforms, tools and channels provided. Mobile booking tools are not currently as robust as their traditional online counterparts, but the most advanced tools do offer companies the ability to configure policy parameters and displays to support their travel programs. For travelers, mobile booking tools make it easy to shop for air, hotel and car options on the fly—especially in case of an unexpected change in plans. Look for a “click to call” option to allow the traveler to contact the TMC directly to book the travel options they have identified through the tool. This type of tool serves as an important back up for travelers—and for companies that understand the critical need to know where their travelers are in case of an emergency. When a crisis occurs, locating travelers that have gone around the managed program can divert resources away from providing services to travelers who have truly been affected by the event. TMCs can also offer important duty of care services to travelers. Destinationrelated information for travelers bound for high-risk markets or government-issued travel alerts can be provided to travelers

via text message or email, further leveraging the mobile device as a safety tool.

Advanced Strategies

For companies regularly sending employees to high-risk markets, third-party safety and security firms are leveraging the mobile platform to track travelers via downloadable mobile software that will report to a central command system a traveler’s location in real time. These advanced systems are typically engaged for a limited period of time and allow travel managers and security personnel to follow the movements of key employees. Such tools allow companies to set “geofences” around their employees and use global positioning systems to ensure they do not stray from established “safe zones.” They also allow companies to receive alerts if an individual does not arrive at a given location by an established time. While this type of system may seem to push the limits of individual privacy, it can serve a critical purpose when key employees must travel to highrisk or unstable areas.

Are You Mobile Yet?

Whether a company has planned or implemented a mobile travel management strategy, its travelers are actively using mobile devices to support their travel activities. Travel managers need to educate themselves on how their travelers are utilizing and consuming information via their mobile devices. They need to take advantage of these powerful tools on a strategic level to protect the company’s most valuable assets—its people.

About Egencia

Egencia is the corporate travel arm of Expedia, Inc. The company delivers complete corporate travel management service backed by global market expertise and industry-leading technology. Contact Egencia at www.egencia.com.