“Are you there Houston?”

Increasingly business travellers need a ‘Houston” in their lives providing pre and post trip direction, monitoring and logistical support when emergencies interrupt business trips such as experienced with Hurricanes Katrina and Rita. The hazards of business travel are real but relatively few companies have a well documented Emergency Response Plan (ERP). We’re not suggesting that your travellers get woken up with a rendering of “New York, New York” or “Good Morning Vietnam” but whether we like it or not, travel security and Emergency Response Planning is now a necessary part of Business Travel with travellers requiring an effective support mechanism. The key is to think long term.

Realistically the challenges for travellers have grown and the risks to organisations are significant as businesses trade in increasingly diversified markets. Disease is no longer the only issue with terrorism, regional wars, civil unrest, natural disasters, personal health and safety now taking their place on the list of concerns. A risk assessment report by a US based risk consultant states that although on average only 16% of company employees travel internationally on behalf of their company, they represent over 78% of managerial positions.

The concept of ‘vigilant perception’ is important. When perception becomes reality, it’s often too late. If a situation or location is perceived to be dangerous then it probably is and extra precaution is necessary. Travel security measures around the world at hotels, airports, train stations, bus and ferry terminals, as well as sporting and entertainment venues are constantly changing, so vigilance is essential. Some experts argue that these dangers have always been around, but as trade liberalises resulting in a higher frequency of travel to places that don’t easily roll off the tongue, it doesn’t seem that way for the traveller and their families. A good ERP provides contingency plans for the unexpected which are predicated upon preparedness and a vigilant perception of the world in which we now live. To coin that famous phrase from Monty Python, “Nobody ever expected the Spanish Armada” is increasingly relevant.

Regardless of the size of your organisation, travel policies are principally designed to manage T & E expense management but increasingly an ERP is becoming an integral aspect of the Travel Policy with TMCs being asked to provide expert input in developing ERPs. Business travellers are important assets and your Plan will evidence their importance to you and their families. However, like all things, planning and consultation are critical. TMCs can take a leading role in the design and implementation stages and provide consolidated travel data and real time tracking, essential aspects of an ERP. Major aspects to consider with your TMC are:

Booking process: it is imperative that all travellers use the designated TMC and reservations made outside of that system cannot be tolerated. It is tempting for travellers to look for last minute Internet deals but the long term damage to the ERP will be significant. This procedure must be strictly enforced to systematically track all pre-approved company travel reservations and to maintain the integrity of the knowledge base. Real Time Tracking is available to your TMC and critical in determining the whereabouts of company travelers. Where multiple channels have been used, problems are inevitable.

Employee Contacts: during times of emergency, a consolidated database of employee information interfaced with the traveller profile held by the TMC will be essential. This database is invaluable in assisting executive level management in not only determining the exact location of employees and the scale of the problem, but also any ongoing medical requirements of the travellers and their home contact details. This allows the Company to keep the family updated on events and progress. In the aftermath of 9/11, the major problem was pinpointing exactly where travellers were and assessing their personal risk.

Communication: regardless of the nature of the trip, communication is essential and the capabilities for the international business traveler during a time of crisis will be greatly enhanced by the information technology (IT) equipment the traveler takes with him or her on the assigned trip. As experienced in New York, the recent London bombings and many large events, mobile telephone networks collapsed through over crowding. Even now, many travellers arrive in markets to find that their phones either do not work or don’t have “Global Roaming”. Your TMC can print bespoke itinerary covers which include specific instructions, email addresses and 24 x 7 phone numbers and back up contacts when primary communication fails. Critical questions from the Company and families will be:

• Is the employee safe and what is their exact location?
• When will we hear from the employee and can we reach them?
• Is there anything the employee needs and how can we assist?
• When will the employee be able to return home?

Destination information: although Government Travel Advisories are there to help, at best they can only provide guidance, additional input is often required in determining the best course of action. In addition to a regular environmental scan and grading of destinations, TMCs can review the location of hotels in terms of escape routes and proximity to major landmarks. In certain cities it’s false economy to book the boutique hotel on a side street which has limited access and poor street lighting. Overall personal safety is an issue and all ERPs provide good common sense instructions for international travellers. This is where the TMC’s experience and knowledge comes into play.

Personal Health: travellers increasingly visit countries and regions where the threat of disease is ever present. The lessons from SARS highlighted the need for high levels of personal hygiene when travelling and access to expert assistance. Ongoing information of known infections and disease, such as Malaria and the potential dangers of Bird Flu in the destination being visited are essential and should be maintained. Many companies provide their travellers with access to medical assistance either through an international medical insurance plan or some type of international medical assistance group. These plans typically provide an immediate and trusted source of information on medical facilities and care which includes English speaking doctors and clinics. TMCs can provide information on these specialist medical providers.

Although immediate answers for each eventuality may not be readily available, a combination of a well rehearsed ERP combined with close cooperation between Travel Manager and TMC will assist the company and families of the employees by providing intelligent and pertinent information. In emergency situations, stress will always be present and proper preparation and pre-planning of systems, communication and the recording of pre-travel information will alleviate much of the anxiety as executives and families seek answers to the above questions. All TMCs can consult on developing effective Emergency Response Plans. However, companies need to review their requirements, ensure employee compliance, and interview their TMC to ensure they can provide and maintain their obligations. There is no substitute for preparation and rehearsal and by involving your TMC, your Company’s Emergency Response Plan will be responsive and provide the data and information required to make correct decisions in emergency situations.

©Gordon Young 2005. All rights reserved.