At its essence, the core mission of the corporate Travel Consultant remains unchanged: to facilitate safe and efficient travel from point A to point B, enabling business travellers to carry out their crucial corporate responsibilities. However, how they deliver their services and expertise has evolved significantly.
The World Wide Web: Introducing the Internet
The internet burst onto the scene in the mid-to-late-’90s, shaking the industry’s foundations. It was not long after we witnessed the evolution from phone calls to online platforms, allowing Travel Consultants to offer real-time booking options and compare fares with ease.
“The access to products was so easy; you didn’t have to pick up the phone to speak to an airline to book flights anymore. The ability to email people was revolutionary and provided better access to the world. We became more easily connected,” Pascoe said.
The internet was a game-changer on multiple fronts. It brought convenience, efficiency, and accessibility to a whole new level. For the Travel Consultants, the advantages were many; online platforms made booking flights, accommodations, and other travel services a quick and hassle-free process.
“Travel Consultants gained access to real-time data, including flight availability, pricing, and itinerary details. This not only made their work more efficient but also allowed them to provide customers with up-to-the-minute information,” explains Eric Ko, Deputy Head of Operations, Hong Kong. With the ability to compare fares and services across different providers, Travel Consultants could offer customers more informed choices, ensuring they received the best value for their travel budget.
The internet brought the world closer, enabling Travel Consultants to connect with customers and travel suppliers worldwide. It also helped where there were previously language barriers, as all information could be accessed online, Pham explained. It broke down geographical barriers and facilitated better communication, resulting in enhanced service delivery.
As for the advantages for customers, they too reaped the benefits of this digital revolution. Customers could now self-book their corporate travel within a corporate online booking tool in just a few clicks, eliminating the need for phone calls and paperwork. With the ability to compare options easily, customers had a wider range of choices at their fingertips, ensuring their travel plans aligned with their preferences, corporate policy and budgets.
Real-time bookings meant that customers could secure their travel plans with minimal delay, ideal for those with tight schedules. The range of options was all made possible by the seamless connectivity of the internet.
From ticket printers to e-tickets
The early 2000s were a pivotal era of transformation. Airline by airline, the transition to e-tickets became a reality, with the International Air Transport Association (IATA) setting 2007 as the initial deadline for airlines to embrace 100% electronic ticketing. These digital wonders were far more than a mere change; they were a revolution in travel.
“E-tickets were, without a doubt, the most significant change in our industry. They not only empowered Travel Consultants to issue tickets worldwide but also did so in a matter of seconds,” shares Pascoe.
Customers embarked on this new journey as well, adapting to technological changes and becoming accustomed to the idea of travelling without a physical paper ticket. Barclay recalls that “initially, we would still attach the details of the e-ticket to the customer’s itinerary, providing a sense of ‘ticket’ security. It was a substantial adjustment for everyone to wrap their minds around not needing a physical one.” This transition was a shared experience, felt by both customers and Travel Consultants.
The introduction of after-hours support
Archer recalls a time when all international Travel Consultants used to be on a roster where they would be provided with a laptop and satellite phone and would be on call for a week at a time; this was before the dedicated after-hours team commenced.
As the CTM Group expanded, so did their customer service with the introduction of ‘After Hours’ teams in 2005/2006 which allowed for the management of last-minute bookings, changes cancellations or any other ‘emergency’ issues.
The CTM after-hours support team has grown across 4 continents to service customers with last-minute requests and emergencies. No matter where people travel in the world, there’s a friendly CTM Travel Consultant available to service their needs. A testament to the model’s value today, CTM’s 2023 Global Customer Survey results found that 96.33% of CTM’s customers still prefer to deal with a human during an emergency.
