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TMCs IN AFRICA Re-thinking the model ZIMBABWE A new dawn? TRAVELIT Applying itself in a new space ISSUE 131: SEPTEMBER 2018 www.businesstravellerafrica.co.za
E BANK A
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BES RIV
RD 2018
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ELLER AFR
AV
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WINNER
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INESS T
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AWARD
Best Private
Aviation
Operator
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2017
Contents
14 40
35 34 26
12 Travelit
Tourvest Travel Services made a significant investment
in technology a few years ago, when rolling out Travelit.
Now the platform has kicked on to the next level with
the development of the Travelit app. Currently set up
for the traveller, booker and approver, with a focus
on notifications/alerts and the approval process, it’s
been well-received by Travelit’s customers, who can
look forward to further developments in the next few
months, including a booking capability.
FEATURES REGULARS
14 TMC The travel management industry has
04 Message from the Team 34 Tried and Tested
What’s the editor ranting about now? Hotel Check
changed significantly in the past 10 • Four Seasons The Westcliff
years and the major players in the space
are having to re-look their offerings and 06 News • Mabula Lodge
embrace technology, just to stay relevant
and attractive to clients, never mind cost-
Airline, hotel and other travel news
from Africa and beyond 36 Q & A Interviews
• Thembela Dladla – RwandAir
10 W Hospitality Column
effective.
• Siyanda Dlamini – Regency Hotel Group
26 Zimbabwe
Zimbabwe is a country on a new path,
Managing Director Trevor Ward gives
us his take on the West African hotel 38 People on the Move
The movers and shakers –
industry
with a new government and, officially, what they’re up to now
a new leader. But, can they turn things
around and help Zimbabwe realise the 11 ASATA Column
The latest from Chief Executive Officer 40 Bite with the Editor
potential many believe it has? Here’s Olivier Hannaert – Club Med
a business travel guide to visiting this Otto de Vries
country.
Visit businesstravellerafrica.co.za SEPTEMBER2018 | 3
ED’S LETTER
C
an someone please tell me what the point of
checking in online is, if the process doesn’t PUBLISHER
ensure a quicker, more seamless airport/ Richard Lendrum
airline experience?
By now, your ‘rant-ometer’ warning lights are EDITOR
probably flashing, and they would be spot-on, as I’m Dylan Rogers
now going to recount a recent experience of mine, dylan@thefuture.co.za
involving a South African low-cost airline.
As many travellers now do, I checked in online the
CONTRIBUTORS
night before a domestic flight between Johannesburg Caroline Hurry, Kate Kennedy
and Durban. Not only has this become something
of a habit and a personal decision to ‘move with
the times’ and make the most of technolog y, but JOURNALIST
Kate Kennedy
I was also concerned that I would be ‘coming in
hot’ to O.R. Tambo International Airport, due to
a lack of early morning trains from the Rosebank DESIGN AND LAYOUT
area in Johannesburg. In fact, I had to get myself to Nadette Voogd
Gautrain’s Sandton station to catch said early train,
as the first train out of Rosebank would have left me SUBSCRIPTIONS AND PRODUCTION
cutting it a bit fine, but that’s a rant for another day. Mabel Ramafoko
Any way, I duly checked in online the night mabel@thefuture.co.za
before, grabbed an Uber with enough time to get to
Sandton, prayed that the train would be on time, and SOUTH AFRICAN OFFICE
when it was, breathed a sigh of relief, settled back in Postal Address:
my seat and relaxed, as I assumed that the stressful PO Box 1746, Saxonwold, 2132
part of my airport journey was over. Physical Address:
247 Jan Smuts Avenue, Randburg
Wrong.
Telephone: +27 11 327 6107
As I made my way to the check-in counter, I could
almost sense the long queue awaiting me, which was
a concern, due to the fact that I was travelling with NIGERIAN OFFICE
a golf bag and couldn’t just shoot straight through 3rd Floor, EuniBrown House195,
Ikorodu Road, Palmgrove,Lagos, Nigeria
security with carry-on luggage and a boarding Tel: +234 1 740 3236
pass on my phone. When I arrived at the check-in Mobile: +234 803 963 0155
counter, my worst fears were confirmed, with the bag
drop queue even longer than the standard one, and
PUBLISHER – NORTH & WEST AFRICA
a couple of airline staff scurrying around trying to
Tope Ogbeni-Awe
keep disgruntled passengers happy. tope.ogbeni-awe@topcommng.com
I get that checked luggage needs to be tagged,
but surely, as technolog y moves the whole travel
experience forward at an express pace, that EDITORIAL ASSISTANT
Mohammed Abdullahi
same technolog y needs to find a solution for the
checked luggage space and ultimately result in the
elimination of the need to visit the check-in counter?
That, or the low-cost airline I used needs to staff-
up and put more people behind check-in counters for
that early morning rush. Business Traveller Africa is published under licence from Perry
Otherwise, what’s the point of checking in online, Publications Limited.
if I have luggage that won’t fit onboard? Warwick House, 25 Buckingham Palace Road, London, SW1W 0PP.
Tel: +44 20 7821 2740
www.businesstraveller.com
Dylan Rogers
Editor
dylan@thefuture.co.za Follow us on:
4 | SEPTEMBER2018 Visit businesstravellerafrica.co.za
Rivonia
SAND RIVER
T R E E
SAND RIVER
G U E S T
H O U S E
&
H O U S E
C O N F E R E N C E V E N U E
G U E S T H O U S E
★ ★ &★ ★
T R E E H O U S E C O N F E R E N C E V E N U E
★ ★ ★ ★
Kempton Park
Kempton Park
Afton
great guest houses
www.greatguesthouses.co.za
NEWS
CFS Takes Delivery of
New PC-12
Comair Flight Services has taken delivery of a
brand new Pilatus PC-12 NG on behalf of one
of its clients and ferried it to its new home in
Johannesburg. The ferry flight was a total of 23.2
hours taking the aircraft (with its new owner on
board) from the factory in Stans (Switzerland)
via Heraklion (Crete), Cairo and Luxor (Egypt),
Khartoum (Sudan), Kilimanjaro (Tanzania)
and Victoria Falls (Zimbabwe). CFS operates
five Legacy PC-12s and six PC-12 NGs, making
this aircraft CFS’s 11th PC-12 being operated
on charter. The company has PC-12s based in
Johannesburg (at both O.R. Tambo International
Airport and Lanseria International Airport), Cape
Town and Kimberley.
In-Room Streaming
at The President
The President Hotel in Cape Town is
putting the (remote) control back into
guests’ hands by providing a customised
in-room entertainment solution with
HotelFlix. With this new hospitality
technology, guests will be able to log
in to over 1,000 of their favourite apps,
including Netflix, Showmax, DStv, and
YouTube to stream TV shows, series, and
movies from their phones to the hotel
room’s TV screen. To make use of this
complimentary service, guests simply
connect to the hotel’s free high-speed
wi-fi, launch HotelFlix from the on-screen
TV menu, and follow the instructions to
log in.
FCM to Launch Chatbot BON Takes On Two
FCM Travel Solutions South Africa has launched its chatbot, Sam.
Sam is an interactive ‘Smart Assistant for Mobile’ that supports users More KZN Hotels
with all aspects of travel via a conversational interface, answering BON Hotels has further cemented its presence
questions, making recommendations, and performing actions. in the South African province of KwaZulu-Natal
Sam is FCM’s 24-hour travel assistant designed to simplify life for with the acquisition of two additional properties.
corporate travellers. The bot assists business travellers pre, during The Protea Hotel Empangeni, to be named BON
and post-trip, with everything from itinerary management, air and Hotel Empangeni, and Protea Hotel Waterfront
hotel bookings, flight updates, local city and country information, Richards Bay, to be named BON Hotel Waterfront
local weather and restaurant suggestions, to security notifications, Richards Bay, join Hotel 64 on Gordon in BON’s
ground transportation, driving directions, immigration advice and
KZN portfolio. BON Hotel Waterfront Richards
vaccination status. A basic version of Sam, which offers travellers
Bay offers 75 rooms, a conference centre with
a comprehensive overview of their travel itineraries, is currently
three meeting rooms, a restaurant, cocktail bar
already available for download in various app stores. However, if
corporate travellers want to access Sam’s full capability, it needs to be and lounge, and swimming pool. BON Hotel
integrated with the FCM Connect technology suite. Once integrated Empangeni, located in the heart of Empangeni’s
with FCM Connect, all bookings made via FCM consultants will business district, halfway between Durban and
automatically appear in the traveller’s itinerary. It will also be Swaziland, is well situated for the business and
configured in line with the corporate’s travel guidelines and will leisure traveller. Accommodation comprises 55
prompt the user to take actions that are within policy, thus improving rooms, an in-house restaurant, bar and three
compliance, controlling costs and supporting duty of care. meeting rooms seating up to 230 guests.
6 | SEPTEMBER2018 For more news, visit businesstravellerafrica.co.za
Travelport Utilizes Cloud-Based Tumi Arrives at Cape
Technology Town’s Canal Walk
Travelport is making use of new cloud technology for the onboarding
and management of new car rental content, provided through its new TUMI, an international travel accessories and
partnership with AutoEurope. The cloud-based platform enables quicker lifestyle brand, has unveiled its latest South
content acquisition, with AutoEurope’s content available through African store in Cape Town and a renovated
Travelport’s commerce platform within six months of the agreement Sandton City outlet. It will launch a new online
being made. This increased speed and partnership approach will store shortly. The latest addition to TUMI’s retail
become the benchmark for future content addition, as well as providing network is situated at Canal Walk shopping
a model to enable Travelport to grow and evolve with its customers. centre in Cape Town. In addition to luggage and
AutoEurope provides car rental services at over 20,000 locations in 180 travel bags, TUMI stores offer business cases and
countries, globalising Travelport’s bookable car content and increasing travel accessories such as jackets and electronic
choice and flexibility for Travelport’s agency partners. Travelport’s XML equipment. The new Canal Walk store joins the
solution for car hire enables the display of car providers content in the brand’s recently renovated outlet in Sandton,
way they prefer to sell it. This capability also allows the presentation together with a licensed store at O.R. Tambo
of AutoEurope features, including over 90 new prepay suppliers, with International Airport. The brand’s choice of store
content available in local languages, net rates and bookable ancillaries locations at exclusive retail centres and airports
at point of sale to travel bookers in a single workflow. AutoEurope’s reflects TUMI’s business strateg y for African
customers also have access to 24/7, multi-lingual customer support. expansion.
Fastjet Enhances Product
Offering
Low-cost carrier fastjet is now including the first item of checked
luggage, as well as a snack and/or refreshment, with all tickets
sold. Previously, fastjet charged all luggage and on-board snacks
separately. The move comes following several months of research
into market trends and customer expectations, with the airline
exchanging its BigSaver and Achiever fares for the new-look, value
product. Fastjet recently launched daily flights between Harare and
Accor Expands
Bulawayo in Zimbabwe, added an additional frequency between Dar
es Salaam in Tanzania and Harare on Wednesdays, and introduced
Presence in Nigeria
AccorHotels has entered into a new partnership
double daily flights between Maputo and Beira in Mozambique. The
with TomHawksworth Limited, a property and
airline also has plans to launch additional routes in both Tanzania
real estate developer, with the signing of Pullman
and Mozambique later in the year.
and MGallery properties in Ikoyi, Nigeria. The
signings mark the launch of both hotels, which
Hilton Garden Inn Opens in are expected to open in late-2020. The 100-room
MGallery and 204-room Pullman, to be situated
Zambia in the prime neighbourhood of Ikoyi, will both be
in close proximity to the business area of Victoria
Hilton has opened a Hilton Garden Inn property in Lusaka, Zambia. Island. MGallery Ikoyi will feature innovative
Hilton Garden Inn Lusaka Society Business Park is the latest addition in restaurant and lounge concepts, including an all-
the recently refurbished mixed-use development Society Business Park. day dining restaurant, fine dining restaurant and
The hotel is located in the heart of the city with up to four shopping lobby bar. Leisure and fitness-based amenities
malls within a five-kilometre radius and is just a 30-minute drive away will include a fully-equipped g ym, swimming
from Kenneth Kaunda International Airport. It offers 148 rooms with pool and a spa. Pullman Ikoyi will feature an
city views, including four junior suites with kitchenettes located on the eclectic range of dining options, including an
18th floor. The hotel also has an all-day dining restaurant – Garden all-day dining restaurant, pool bar, fine dining
Grille – and a bar and lounge, an outdoor pool and 24-hour fitness restaurant and lobby bar. Facilities will include a
centre. Eventing facilities includes 150m 2 of banqueting space and pre- spa, g ym and pool. The dedicated meetings and
function areas. Business travellers can also take advantage of the hotel’s events facilities will become available following
meeting spaces, with state-of-the-art 12-seater boardrooms with built-in the completion of a second phase of development.
flatscreen TVs.
Visit businesstravellerafrica.co.za SEPTEMBER2018 | 7
NEWS
IHG Launches Business
Edge
InterContinental Hotels Group has introduced IHG
Business Edge, a programme designed to enhance the
corporate travel experience for small and mid-size
enterprises. The programme is open to companies
with fewer than 250 employees and up to $50 million
in revenue that spend at least $5,000 with IHG
annually. Members are entitled to discounted rates
at participating hotels across IHG’s portfolio of more
than 5,400 properties across 15 brands, including
InterContinental, Holiday Inn, Crowne Plaza and
Kimpton. Participating travellers also enjoy the benefits
of IHG Rewards Club Gold Elite status after completing
ExecuJet Welcomes Africa’s
their first stay. Through the customer portal, the
corporate administrator can monitor essential travel
First PC-24 data including hotel spend, room nights, average daily
rate, savings and IHG Rewards Club participation over
ExecuJet will be the first business aviation company to operate and the previous 12 months. With future enhancements,
manage a Pilatus PC-24 Super Versatile Jet in Africa. The aircraft the portal will also serve as the gateway to the IHG
will be based at Cape Town International Airport in South Africa Business Edge community where administrators can
and ExecuJet will be responsible for its day-to-day management access a content centre with business tools, articles
and operations on behalf of the aircraft owner. The PC-24 has been for continuing education and a forum to connect with
dubbed the ‘Super Versatile Jet’ due to its flexibility and ability to fellow SME travel administrators. To qualify as an IHG
operate in and out of very short and unpaved runways. The aircraft Business Edge member, travel administrators can apply
received EASA and FAA type certification on 7 December. The at businessedge.ihg.com.
PC-24 will also be available for charter and offers clients the latest
in in-flight entertainment and connectivity. With six passengers,
departing Cape Town, the aircraft can reach Angola, Zambia,
Malawi, and Mozambique. Flying from ExecuJet’s FBO at Lanseria
International Airport in Johannesburg, passengers can reach the
DRC, Tanzania, Kenya and Mauritius, according to Pilatus.
Tsogo Sun’s New Zambian
Property
Tsogo Sun has announced the opening of the Garden Court Kitwe,
located just outside Kitwe in Zambia’s copper region – an hour’s
drive from Ndola International Airport. The hotel offers 130 en-
suite rooms, all equipped with in-room tea and coffee-making
facilities, an electronic safe and air-conditioning. Amenities include
complimentary wi-fi, a self-service workstation, well-equipped gym
and swimming pool. The Copper Club Restaurant, Bar & Terrace
offers traditional and continental cuisine, or guests can make use
of the 18-hour room service. A total of six conference venues and
event spaces are available, with the largest seating 240 delegates.
A lobby area with charging facilities for phones and laptops add to
the convenience for conference delegates.
Air Mauritius Adds Flight to
China
Air Mauritius has commenced weekly operations to Wuhan, China.
Flight MK690 departs Mauritius at 09h20 on Saturdays and arrives
in Wuhan at 00h10. The return flight, MK691, departs Wuhan at
02h10 and arrives in Mauritius on Sundays at 08h40 (all timings
Mauritius local.) The Wuhan route will be served by an Airbus
A340 in a 34 business class and 264 economy class configuration.
Air Mauritius will operate as a charter on this route with
committed seats. The national carrier launched operations to China
in July 2011, with one weekly flight to Shanghai.
8 | SEPTEMBER2018 For more news, visit businesstravellerafrica.co.zaThe Capital Breaks Ground Air Seychelles
in Melrose Increases Jo’burg
The Capital Hotels and Apartments has begun construction of its latest Capacity
property – The Capital Melrose – scheduled to open in early-2019. Air Seychelles will increase the frequency
With more than 109 rooms and studio apartments that can be variously of its services between Seychelles and
configured into studio, one or two-bedroom apartments, with or without Johannesburg during the festive season to
a lounge and fully equipped kitchen according to guest needs, The Capital accommodate the growing demand over
Melrose will also feature four ground floor garden units, which will hold the busy end-of-year period. The additional
added appeal for long-stay guests. It will offer a 360-degree lifestyle services to be operated by an Airbus A320
solution to those working in and visiting Johannesburg, with its proximity on Mondays and Fridays during the peak
to one of the city’s premium retail, dining and office precincts, as well as holiday periods between December and
easy access to the city’s main highway. The Capital Melrose will also offer April, and will provide an additional 544
conferencing facilities, an a la carte restaurant and bar, swimming pool, seats per week on the route. Flight HM063
and on-site gym. will depart Seychelles at 18h25 on 14, 21 and
28 December and 4 and 11 January and arrive
in Johannesburg at 21h30. The return flight,
HM062, will leave Johannesburg at 22h30 the
following day and land in the Seychelles at
05h25. On Monday 10 and 17 December, as
well as 7 January, HM061 will take off from
the Seychelles at 09h50 and touch down in
Johannesburg at 12h55. The return flight,
HM060, will leave South Africa at 14h15 on
the same day and arrive in the Seychelles at
21h10. Every Friday between 22 March and
New Product from Avis 26 April, flight HM063 will depart from the
Seychelles at 18h25 and land in Johannesburg
Avis Rent a Car is now offering ‘Avis Car Where You Are’, which
at 21h30. The return flight, HM062, will
allows individuals and businesses to sign up for a single long-term (3
leave at 22h30 and arrive in the Seychelles at
to 11 months) rental for a vehicle that can be returned in one city on
05h25 the following morning. The airline has
departure and substituted in another city on arrival (within South Africa)
also upgraded its website booking engine,
continuously, with billing made on a single master agreement. The ‘Avis
making it simpler and more user-friendly
Car Where You Are’ is an alternative to vehicle ownership. Renters don’t
for guests to book their travel through their
have the hassle of buying or financing and maintaining a vehicle of their
mobile or tablet devices. The enhanced
own, and the benefits include no bills for airport parking, maintenance
digital platform can now automatically
costs, no finance settlement or insurance payments, no annual relicensing,
adapt to the layout and screen format of any
no additional costs when you travel (on same car group), and no
mobile phone or tablet device, providing the
cancellation or early termination penalties – just send the car back and
guest with a new look and feel, in addition
the bill stops there. Renters can upgrade within different cities in South
to offering a more personalized experience
Africa, to suit their mobility needs. For example, customers can upgrade
when creating and managing their bookings
their rental vehicle to a larger one if they want to take their family on
on airseychelles.com.
holiday. They simply pay the rate difference and can then go back to the
vehicle size they rented originally.
COMPETITION TIME
Walkersons Hotel & Spa in Dullstroom is
giving one lucky person a two-night mid-
week stay for two people valued at
R7,500.
Check out the Business Travel Club
Facebook page for more details.
Ts & Cs apply.
For more news, visit businesstravellerafrica.co.za SEPTEMBER2018 | 9COMMENT
An Eye on
West Africa
I
Trevor Ward believe that (at least for frequent travellers) the eat for dietary reasons, and chips.
MD: W Hospitality two main things you remember about a hotel The most extraordinary experience I had of the
Group stay are the food and the staff. I generally can’t fantasy menu was in Sokoto, in a huge hotel where
remember much about the bedroom or what the hotel I think my colleague and I were the only guests.
looked like. But ask me about the breakfast buffet, or Expansive menu, page after page, but the warning
the attitude of the staff, and I’ll have an answer. sign was the Grilled Lobster. On the edge of the
Now, what I am about to share with you isn’t really Sahara. “Do you have everything on this menu?”
a breakfast issue, but I shall return to that. “No sir.”
I was in Abuja recently and twice fell afoul of the “What do you have?”
Nigerian fantasy menu. It’s most common in a hotel “Meat or fish.”
but one such occurrence was in a nice-looking café. No menu description, just meat or fish.
Here’s the scenario. The owner of the hotel, or For breakfast I ordered fried eggs, sunny side up,
restaurant, or café, knows that he needs tables and with toasted bread. I got an omelette, of which I’m
chairs; plates and cups and saucers; knives and forks not a great fan. That was partly my fault, because in
and spoons etc, so goes ahead and orders them. He Nigeria fried eggs is indeed an omelette. I showed
knows he needs staff, so he hires them. And we’re them a picture on-line of a beautiful sunny-side up
getting to the point now – a restaurant or café needs version, and they agreed that they should have given
a menu, so let’s write one, the longer the better, to me that.
fill those multi-page menu holders. So the menu Back to dinner and the fantasy menu. I had an
gets written and only then does the owner decide idea, that I would ask for those fried eggs again
what the chef can cook, or is able to cook with the (sunny-side up, of course), with chips. Mindful of the
equipment provided. We now have a menu, and we morning’s experience, I showed the chef my picture,
have what the chef can cook, and the relationship and she agreed to cook me that. Then she didn’t.
between the two is, at the best, tenuous. In the café, my experience was much the same.
I’m a maximiser; when I’m looking for something But this time I did what I should have done in the
I need to assess everything on offer and choose hotel, and asked “do you have everything on this
the one which will give me maximum satisfaction. menu?”, with the objective of finding out what was
Optimisers take a quick look and choose something not available.
that sounds good to them. I can’t do that. I will “Yes,” came back the answer, “we have
carefully assess every item on the menu, and pick everything.”
the one that ticks all of my mental boxes. And my My full-on scan resulted in me ordering the
unfortunate skill lies in choosing the very thing on chicken wrap.
the menu that is not available. “You have that?”
Why couldn’t the waiter have said, when giving me “Yes.”
the menu, something along the lines of “very sorry Five minutes later the waiter tells me that the chef
sir, but the stewed vulture isn’t available today, may had to go to the market to get the chicken, and it
I suggest the baked buzzard instead?” may take a while. So hang the menu, I had a meat
Why? Because the likelihood is that this expansive pie from the cabinet on the counter.
document is a fantasy menu. Does food and beverage matter? You bet it does.
“Do you have that?” My message to hoteliers reading this is: up your
“No”. game in the F&B department, or lose your guests. I
“Fried chicken?” just don’t want the hassle of your fantasy menu. Give
“No.” me a simple menu, with just three or four options
“Beef skewer?” which are available all the time.
“No.” And to those of you staying in hotels in Nigeria –
“Then what do you have?” first, make sure you always ask whether ever ything
At which point the waiter looks at the menu, in a on the menu is available. Second, don’t believe
way that suggests he has never seen it before, and them when they say yes, and third, ask them “what
says I can have the steamed vegetables or Indomie. do you have” and, finally, just in case, eat with your
For those who don’t know what Indomie is, it’s a eyes – that meat pie in the cabinet was actually ver y
small packet of dried, instant noodles, which retails good. C
for about 15 US cents. Add boiling water and it’s a
quick snack that, according to the adverts, smiling www.w-hospitalitygroup.com
mums give their smiling children when they get
home from school. Not what I go to a restaurant for.
Nothing else is available, except rice, which I don’t
10 | SEPTEMBER2018 Visit businesstravellerafrica.co.zaCOMMENT
Thinking of
going rogue?
D
o you find it easier to hop online quickly and
book that deal for that Jo’burg-Cape Town
flight yourself, rather than going through the
proper, formalised company channels?
You are not alone. Increasingly, business travellers
are taking their work trips into their own hands. A
recent study by Phocuswright found more business
travellers are using their phones to plan and book
their trips, outside of their companies’ travel tools.
And who can blame them? It’s their trip, they know
what they like and that they’ve saved the company by
booking a good deal, right? And who wouldn’t book
that treehouse on Airbnb instead of a standard hotel
room if it is the same price or possibly cheaper?
It is seldom that simple. The more employees
who decide to book rogue – yes, this includes
spontaneously booking that particular deal or opting
for authentic accommodation in a treehouse – the less
likely a company is to meet the quota arranged by
your ASATA travel agent, jeopardising double-digit
discounts for the company and any other travellers
who book within the travel programme.
But what if you need to change your plans when your
trip is cancelled or postponed because of weather,
strikes or simply that your meeting has run late?
Travel delays are a lot easier to handle with the
help of an ASATA travel agent who might even help
you rebook without penalty. It will mean no more
tiring calls to airlines begging for a refund or a new
connecting flight.
Safety is another critical consideration, not only for
the company but also for individuals. According to
the Global Business Travel Association, 78% of travel
managers expect safety to become a higher priority in
the near term. However, if an emergency occurs and
travellers have booked outside the travel programme,
it is far more complicated for the company to track
the employee's location, communicate with them and
ensure the employee is safe.
Corporate travel programmes can seem restrictive,
but they don’t have to be. Talk to your ASATA travel
agent about your preferences, how and what to book.
Whatever you do, don’t go rogue; it’s just not worth
it. C
Otto de Vries
ASATA CEO
Visit businesstravellerafrica.co.za SEPTEMBER2018 | 11ADVERTORIAL
Travelit
Simple yet powerful
“We are not just a travel management company, we are a technology company that provides travel
management services,” says Tourvest Travel Services CEO Morne du Preez.
T
his statement supports the Philip Katz and Barr y The app is an extension
progression Tour vest has Painting, Travelit ’s CEO and from the online portal, making
made over the last number CIO respectively, believe that it customizable to specific
of years in the online technolog y with their app, they’ve developed corporates and travel policies. It ’s
space. something unique and ground- also been set up for online off line
Travelit, Tour vest ’s online breaking in a South African functionalit y and doesn’t require
technolog y, has evolved from a context. an internet connection.
purely online booking solution Katz and Painting drew on “Ours is that corporate, that
to an end-to-end travel and their own experience as business traveller, that policy group, those
expense management solution. travellers and identified all the vendors,” says Painting. “It ’s the
Expense management forms a different touchpoints along same as Travelit does, and it ’s
critical part of travel, providing the corporate travel journey ver y specific to the individual
companies and travellers with that might require a technical traveller, the company, and the
the transparency and visibilit y solution, and provide for the company’s policy group.”
needed to understand and integration into an app. And then Travelit ’s business strateg y
identif y the true cost of travel. they built a solution that was incorporates and provides
Mobilit y has become a key user-friendly for customers, with solutions for the challenges that
factor for any traveller and a focus on producing something it faces within this ver y dynamic,
company, to ensure ease and that required as fewer ‘clicks’ as unique and ever-changing
convenience for both receiving possible. continent, Africa. Payment
travel documentation and The app begins with the solutions for suppliers, effective
capturing expenses on the go. traveller’s profile, which covers communication to travellers,
Travelit has developed its own ever ything from personal providing the necessar y inventor y
mobile app to cater for this information and contact details and delivering the necessar y
functionalit y, which has been to preferences, loyalt y numbers, savings to clients, is all key to
exceptionally well received within policy group, card in pocket, its success. With over 300,000
the market place. and copies of ID, passport, active users per month, 1,000
Phase one of the app was visa, vaccination and car organisations, over 6,000 travel
launched earlier this year and has licence documents. Additional bookings per day and over 90%
already seen over 5,000 users. functionalit y includes all the online adoption being achieved,
Phase two will be released in traveller’s trips and itineraries Tour vest Travel Ser vices remains
October and will cater for full and an easy-to-use expense claim the market leader in providing
end-to-end travel bookabilit y. section. travel management ser vices. C
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www.tourvesttravelserviCes.Co.za i a tourvest travel serviCes solutionTMCs IN AFRICA TMCs in Africa As client needs change and with the almost constant pressure on spend, never mind the impact of technology, the travel management industry has had to roll with the punches and re-look its offering, in a bid to remain relevant and attractive to customers. 14 | SEPTEMBER2018 Visit businesstravellerafrica.co.za
Visit businesstravellerafrica.co.za SEPTEMBER2018 | 15
TMCs IN AFRICA
D
epending on your source, likes of HRG, Carlson Wagonlit on Africa, as a serious player
it’s widely accepted Travel, Wings Travel, American in the corporate travel space,
that the global travel Express Travel Services, and Flight and whether or not some of the
management industry is worth Centre and its associated business key principles across the world
approximately $1.2 trillion, and travel brands, such as FCM Travel apply to the environment here,
according to the Global Business Solutions. notwithstanding what I’ve already
Travel Association (GBTA), spend That’s largely due to Africa’s said about global trends.
is expected to reach $1.6 trillion natural resources and the notion Yes, the African continent is
by 2020. that the continent remains unique, but just how different is it
That’s a serious chunk of change relatively untapped, in terms of from the other major markets?
and a snapshot into just how big its potential. You just have to take “Infrastructure, communication,
this industry is, globally. As that a quick look at the development political stability, exchange
travel spend rises, so too does pipelines of the world’s big hotel controls and technolog y adoption
the role that travel management groups to get a sense of how these are some of the challenges that
companies play, and they are an players view Africa, in terms of make the African continent a more
integral part of the corporate potential and opportunity. unique environment than many
travel value chain, regardless of Africa remains a vibrant others are familiar with,” says
your approach to outsourcing business travel destination and Louis van Zyl, CEO of Carlson
this service, and regardless of the world’s big TMC brands want Wagonlit South Africa. “Our major
the impact of technolog y on this a slice of that action. With that objective is to ensure we are as
industry. in mind, any global TMC trend informed as possible and are able
The figures above are useful in is likely to apply to Africa as to work with and around these
giving ‘colour’ to a global view, well, with very little in the way challenges, while arming our
but there’s no doubt that Africa of ‘lag’ currently existing, as the customers with the information,
is a big part of that view, with worldwide industry remains firmly products and processes to deliver
some of the world’s biggest TMC entrenched on the continent. the service they expect.”
brands enjoying a presence on With all of this in mind, I’m Whilst it’s difficult to argue
the continent, in the form of the interested in the global TMC view with any of those sentiments,
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there are some TMCs that believe too different from the some of the geopolitical influences,” said
that when it comes to the issues challenges faced in other regions, Palapies. “This would reignite
facing the African TMC industry, does it? investment in oil and gas
there are some consistent themes Wings has carved itself a bit exploration, which energ y clients
that apply across the board, of a niche in the oil and gas put on hold at the start of the
particularly when it comes to more space, so it was no surprise to see energ y sector downturn in 2014.
current themes and trends. Palapies reference this segment, As a result, Wings anticipates
“Keeping a close eye on travel as Wings has a vested interest in travel spend by oil and gas clients
costs and looking for efficiencies it, and the knock-on effect of the to increase by 2019.”
in procurement and ways for staff performance of this segment can “Unprofitable rigs will now
to travel most effectively will be a be felt in many related areas. The become more profitable in areas
top priority in the African region themes he mentioned could quite like West Coast Africa, where
during 2018,” said Frank Palapies, easily apply to the more developed knock-on effects impact travel
Wings Travel Management COO markets, as well. positively. Oil and gas also has
for Africa and the Middle East, “Wings forecasts that oil prices a ripple effect on the corporate
speaking earlier in the year. will continue to climb steadily in travel sector, specifically in
Sure, but that doesn’t sound 2018, barring any major disruptive associated and related industries,
as was evidently seen in 2014.”
So, hope you’re watching that
oil price.
SPEND
Palapies mentioned a closer focus
on cost, and there’s no doubt that
this has become one of the major
issues in the global TMC space.
That’s as certain economies have
contracted and corporates have re-
looked their travel budgets, going
carefully through each line item
to see where they can shave some
dollars, rands, euros, pounds etc.
Almost across the board, the
corporate travel industry has seen
a significant amount of ‘belt-
tightening’ in the past few years.
“In these economic times, there
will always be pressure on the
service industry to validate and
justify our value,” says Van Zyl.
“We are not seeing it any more or
less than usual, and our response
is to keep striving to exceed
THE CONSORTIUM MODEL
expectations and provide the
service that our customers know
Consortiums – or consortia - are large groups of travel agencies often driven
by multi-national companies that have joined together to form a consortium. are to their benefit, adding the
Originally started to assist smaller travel agencies, consortiums have grown value they require.”
dramatically and have become major players in the travel industry. By joining a Aah, value. That really is
consortium, travel agencies can increase the effectiveness of their marketing to the magic word in the service
their customers by offering competitive rates. Travel agencies may operate under industry, and the TMC space is no
one global name, or may operate independently while using the consortium’s different.
relationships and tools. “The TMC’s role is not to
save money on service fees,”
The XL Travel Group is a South Africa-based travel consortium with a membership says Nicole Adonis, General
base of 150 travel agencies spread across Southern Africa. Due to its size and Manager of FCM Travel Solutions
influence (annual sales exceeding R2.5 billion/$175 million), it plays a prominent South Africa. “Short-term
role in the South African travel and tourism industry, having the ability to maximise gains delivered through lower
procurement benefits with major suppliers within the airline, hotel, car rental, transaction fees do not necessarily
inbound, and tour operating industries. Members of the XL Group are therefore translate into savings in the long-
able to extend a wide range of cost-saving benefits to their clientele through term. A TMC needs to add value
approximately 900 highly-trained travel consultants. According to XL Travel, the by providing savings, but also
strength of the group lies in its diversity and the entrepreneurial spirit of its owner- by adding value in other areas.
managed agencies and travel management companies.
For example, interpreting data
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challenges speak to your Wings contact or email info@wings.travel
CORPORATE | OIL & GAS | MARINE www.wings.travelTMCs IN AFRICA
to proactively inform your travel
policy, supplier negotiations,
delivery of technological tools,
helping fulfil your duty of care
responsibilities, and reducing
traveller friction, among others.”
“The justifying of fees has been
around for many years,” says
Anneke Geldenhuys, General
Manager of Harvey World Travel
Southern Africa. “The secret is
in the negotiation thereof and
the value-adds you give to your
customer. Our members have
established well-priced models for
their businesses and offer services
according to the customer’s
requirements/needs.”
All of this is no problem for
Palapies of Wings Travel, who
believes it’s only right that TMCs
continue to look for cost-saving
measures for their clients. For
him, it comes with the turf.
“Our role as a specialist travel
management company is to help
FIVE NDC BENEFITS FOR CORPORATE TRAVELLERS clients keep travel costs down
in terms of airfares and hotel
This is according to FCM Travel Solutions: rates,” said Palapies. “Using our
1. Offers tailored to your preferences – With NDC, travellers can choose to save technolog y, not only to source the
their information to their profile. By saving your information, you can have the best fares but also to streamline
benefit of easily customising your search results. Thanks to NDC, airlines will the booking process, saves more
also be able to access any personal information the customer is willing to share time and ultimately cost to the
to construct an offer tailored to that specific client. client. This provides us with the
2. F
aster service from your travel agent – For the travel agent, the new ability to simplify complexities and
communication standard means they can pay for a preferred seat, add additional reduce total cost of ownership.”
baggage or re-order catering through any GDS they are using, instead of having
to book this on the airline’s website. Right now, if you want to book pre-boarding TRENDS
or pre-pay for your luggage with the travel agent or the TMC, the consultant We touched on a few trends earlier
has to leave the GDS. With NDC, agents will be able to shop for all these in the piece, but let’s delve a little
services in a single transaction in one place. For the traveller, this means that deeper, interrogating some of the
the travel agent will be able to offer you a lot more options in a more efficient continent’s big TMC brands to
way, whether you would like extra legroom, extra baggage fees, comfort class see what the talking points are
upgrades or special meals. and where they are focusing their
3. A
visual representation of what to expect from your travels – Since NDC is efforts.
based on a high-quality XML standard, both travellers and travel agents will have For Adonis of FCM Travel,
access to a rich content experience with pictures and videos. It also makes it there are five major trends
easier for you to compare several items (and airlines) at once. For travel agents, worth noting, namely traveller
the visual representation means it becomes easier to communicate with clients friction, artificial intelligence,
about product differentiation beyond price and schedule. managing data, late bookings and
4. T
he ability to compare apples with apples – It can sometimes be hard to personalisation.
understand exactly why your travel agent or TMC advises you to pay more for a “We’ve seen an increased focus
flight that leaves at about the same time and follows the same itinerary. Thanks on traveller friction, which argues
to NDC, the travel agent or TMC can show you what the seats on your chosen the merits of a traveller-centric
airline look like, help you compare what you can expect from the lounge, and programme that boosts employee
what mileage you earn on each airline.
wellbeing and job satisfaction
5. A
n easier way to book low-cost carriers – The rise of low-cost carriers, which over a cost-centric travel
were traditionally outside the GDS, have seen travel managers lose visibility and programme, to achieve better
control of a growing proportion of their air spend. NDC could help in this regard. business performance and higher
IATA explains that for low-cost carriers with no GDS presence, NDC will enable ROI,” says Adonis. Companies
such a carrier – which today only sells direct to the customer – to sell via travel increasingly understand that
agents and TMCs, using technology compatible with their website.
business travel and business
20 | SEPTEMBER2018 Visit businesstravellerafrica.co.zaperformance are intrinsically identifying it as a space to watch says Adonis. “The industry has
linked. The less traveller friction in 2018, when looking at his evolved from collecting data and
experienced by a business traveller predictions for the year. generating a standard range of
before, during and after the trip, “Wings Travel Management is reports on a corporate’s current
the more productive the journey forecasting an even greater focus travel scenario, to understanding
and the greater the return on on traveller safety, not only due the predictive analytics to shape a
investment from that trip.” to the ongoing threat of terrorism, travel policy.”
FCM Travel has embraced but also geopolitical instability What should also be shaping
artificial intelligence and which will add to the complexities
introduced a chatbot in the form of travel in 2018, making personal
of Sam (see Technology). safety and duty of care a top
“Travel companies have been priority for companies,” he said.
using AI for some time to improve “It goes without saying that safety “ It goes without saying that
searches and handle simple will still be a priority given the
customer transactions, so that nature of the destinations that safety will still be a priority given
consultants can focus on more energ y sector companies are the nature of the destinations
complex transactions,” says sending their travellers to. That
Adonis. “In the world of corporate includes airline safety, ground that energy sector companies
travel, AI has the potential transport, transfers and the
to anticipate traveller needs, associated risks.”
are sending their travellers to.
personalise the user experience Another potential area of That includes airline safety,
and reduce traveller friction.” interest is the data space, which
Adonis also mentions traveller has become a hot topic in the TMC ground transport, transfers
safety as one of the major
challenges currently facing TMCs.
industry over the past few years.
“The benefits for travel
and the associated risks. ”
It’s something that Palapies companies, corporates and
of Wings Travel picks up on, business travellers are vast,”
Kaamilah - Carlson Wagonlit.pdf 1 2018/08/17 13:38:08TMCs IN AFRICA
policy is a better understanding corporate space, and business “ Business travellers are
of the actual traveller, if I’m
understanding Adonis correctly.
travellers just want that same
level personalisation, regardless of
becoming increasingly tech-
That would make a lot of sense, whether they’re on a work trip or savvy and discerning and
as much of modern-day travel holidaying with the family.
is focused on personalisation For Van Zyl of CWT, the major are expecting a personalised
and delivering a much more trend catching his eye - and travel experience, even in the
personalised experience. further to his earlier comments
“Business travellers are regarding the TMC justifying its corporate travel sphere. ”
becoming increasingly tech- value – is that of cost.
sav v y and discerning and are “Current trends we see are
expecting a personalised travel increasing downward cost
experience, even in the corporate pressure, which in turn requires known as New Distribution
travel sphere,” says Adonis. “Many us as TMCs to continue to look Capability. It’s been five years
travel businesses are quite late for additional productivity and since IATA first started talking
on the pick-up when it comes to efficiencies in order to return about NDC. Now the ball is
personalisation and are struggling acceptable margins to our rolling as airlines have begun
to maximise the potential of shareholders.” imposing surcharges for bookings
traveller data and behaviour.” made through non-direct
Here there appears to be a NDC channels. Lufthansa were the first
big discrepancy between the Another trend to emerge has been a couple of years ago, and the
personalisation being delivered the space around the International likes of British Airways and Iberia
in the leisure space, versus Air Transport Association’s new followed suit in November last
what is currently found in the airline distribution standard year, charging a $10 fee for tickets
22 | SEPTEMBER2018 Visit businesstravellerafrica.co.zabooked via GDSs. channels. Following Lufthansa’s resulting in a higher level of
IATA touts that the NDC footsteps were British Airways, acceptance and incorporation in
standard will improve the Iberia Airlines, and Air France/ our industry.”
customer experience, enabling KLM. The Flight Centre Travel
airlines to sell all their numerous Group has now signed multi-year TECHNOLOGY
ancillaries they’ve been offering distribution deals with most of In order to maintain and/or
directly through their website – these airlines to eliminate the increase their own profitability,
such as seat allocation, fast-track booking surcharge. This means TMCs need to raise efficiency
boarding, onboard meals, etc – our FCM Travel Solutions clients levels and reduce spending.
through indirect channels. While will be exempt from the surcharge. Technolog y can play a vital
the industry has been very slow The reality is that NDC could role in achieving this goal, by
in adopting NDC, it’s now picking have a profound effect on how air automating manual processes
up steam, with an expected 45 travel is booked and marketed to in the mid and back-office.
airlines live by year-end, according travellers in the next few years.” Management solutions assist
to a white paper commissioned by Van Zyl picks up on this point agents in working productively,
IATA. “The IATA initiative to promote while also allowing them to
As a result, TMCs have had to direct connect capabilities through deliver an enhanced consumer
get up-to-speed on NDC, and it’s the NDC platform is something experience and ensure compliance.
clearly an issue occupying the we see as a significant trend worth As such, it’s fair to say that it’s
minds of the execs at some of the following,” he says. “As with a short-sighted TMC that isn’t
big players. all new and possible disruptive currently focusing on the business
“Distribution is one of the technolog y, the NDC initiative case for technolog y investment, as
challenges we are staying ahead is going through the typical they aim to position themselves
of,” says Adonis. “The ball really acceptance and stability curve, so for growth.
started rolling when more airlines at the moment it is experiencing “Every TMC is currently under
began imposing surcharges for its own challenges. I have no pressure to showcase their
bookings made through non-direct doubt that this will be addressed, value to clients due to enhanced
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THE SHARING ECONOMY
offering cost-cutting opportunities at the expense of
Over the last few years, the sharing economy has corporate traveller safety is something we can’t afford.”
exploded, with rides on bikes, in cars, and on planes
being shared. Private rooms and even entire apartments Both Airbnb and Uber – arguably the two biggest names
and homes are being opened to the public. And, with the in the travel space, from a sharing economy point of view
lines between work and private life blurring more by the – have made it clear that they want a significant stake
day for Millennial and Generation X employees, the sharing in the corporate travel market, and as such have already
economy is entering the business travel industry with full developed products targeted specifically at this market.
force.
The former has Airbnb for Work, whilst Uber for Business
But as travel managers endeavour to meet the demands of claims to “help organizations across the globe perfect
their travellers, they must do so without compromising their ground transportation programmes, making them more
organizations’ duty of care for employees and travel policy efficient and cost-effective,” according to Uber.
compliance.
Uber has gone a step further by entering into partnerships
According to a recent study conducted by FCM Travel with various travel management companies. As a part
Solutions and the African Business Travel Association of the collaboration, Uber for Business will benefit from
(ABTA), almost 90% of business travellers in South Africa additional insights from the travel management industry,
are using Uber and Airbnb for business travel purposes. allowing it to further enhance products and solutions
However, as many as 40% are doing so without the tailored to the needs of every business.
permission or endorsement of their companies.
There’s no fighting it – the sharing economy is going to
“We have already seen an increasing role in our space,” continue to play an even bigger role in the corporate
says Louis van Zyl, CEO of Carlson Wagonlit South travel space. Sure, issues such as duty of care and the
Africa. “We do, however, have to match new aspects and integration into travel policy perhaps aren’t solved yet, if
opportunities to enhance our customer experience with one looks at the industry across the board, but it’s just a
our role to comply with our customers’ governance and matter of time, and, again, those looking for an edge can
compliance requirements. These are serious responsibilities steal a march on their competitors if they are proactive and
we have to fulfil and trying to be early adopters and receptive to change.
24 | SEPTEMBER2018 Visit businesstravellerafrica.co.zatechnolog y available in the the shelf.
market,” says Nemanja Krstić, “We believe it’s exactly the
Head of Technolog y at Wings
Travel. “This requires a consistent
future of where travel is going,”
says Katz.
“ The travel bot is the
approach in terms of managing The same could probably be said perfect technological answer
the clients’ travel spend and for artificial intelligence, and it’s
demonstrating in various ways here that FCM Travel has invested.
to address these modern
the true value of our partnership. It recently launched its chatbot, business travellers’ needs. ”
TMCs today have a responsibility Sam, which is an interactive
to constantly improve in line “Smart Assistant for Mobile” that
with the new technolog y which is supports users with all aspects
becoming available to travellers of travel via a conversational “Our Wings globally-owned
almost on a daily basis.” interface to answer questions, operations and standardised
To this end, Tourvest Travel make recommendations, and IT platform allow us across the
Services made the decision some perform actions. globe to provide our clients with
years ago to invest heavily in “The launch of Sam comes at consistent and reliable real-time
a product called Travelit. It’s a time when modern and tech- data, offering them access to all
a complete end-to-end travel sav v y corporate travellers are our proprietary products,” says
management solution, providing increasingly demanding more Krstic. “Wings boasts a ‘best-
services to procurement, HR, freedom within framework and the in-class’ reporting tool which is
finance, IT, travel arrangers, power to manage elements of their accessible via URL and includes
authorisers and the executive trips on their own,” says Adonis. live data with many enhanced
management team. “The travel bot is the perfect features, offering clients a
In 2018, Travelit has taken a technological answer to address snapshot view of their travel
significant step in the evolution of these modern business travellers’ spend, travel patterns and detailed
its offering, by delivering an app needs.” insights into traveller behaviour,
to its existing customers. According to Adonis, Sam allowing for a proactive approach
“We wanted to create a seamless is designed to simplify life for in terms of managing their
experience for our customers,” corporate travellers, 24-hours spend.”
says Travelit CEO Philip Katz. of every day. The bot assists However, not every TMC is
“But the whole travel process is business travellers pre, during developing its own technolog y.
quite bitty and drawn-out, so we and post-trip with everything “We prefer to take our
wanted to spoon-feed them as from itinerary management, customers ‘by the hand’ and lead
much as possible. We realised that air and hotel bookings, flight them to the most effective and
the easiest way to do this was to updates, local city and country relevant technologies underlying
create an app that fitted properly information, local weather the most prominent objective of
into our booking platform.” and restaurant suggestions, to excellent service delivery,” says
The app itself works for both security notifications, ground Van Zyl. “Our new products are
Apple and Android, and starts transportation, driving directions, not so much new applications or
with the traveller’s profile. That immigration advice and systems, as we believe there are
covers everything from personal vaccination status. great technolog y companies out
information and contact details Once integrated with the online there developing the products.
to preferences, loyalty numbers, booking tool, all bookings made We see our role as introducing
policy group, card in pocket, via FCM consultants automatically the enabling technologies and
and copies of ID, passport, visa, appear in the traveller’s itinerary. bringing our customers in to
vaccination and car licence It’s also configured in line with connect with the leading-edge
documents. the corporate’s travel guidelines technolog y products in our
Additional functionality includes and prompts the user to take industry.”
all the traveller’s trips and actions that are within policy,
itineraries, and an easy-to-use “thus improving compliance, CONCLUSION
expense claim section. Here, for controlling costs and supporting Challenges remain, but in this
example, the traveller can take a duty of care,” says Adonis. regard, the travel management
picture of a particular slip – in any Wings Travel launched goSecure industry is just like every other
currency – and file it away. in 2017 – a travel risk management industry out there, trying to get
There are a couple of other key solution for its clients that allows ahead.
features of the Travelit app. Firstly, them to track and communicate The trick is to stay abreast of
its extension from the online directly with their travellers via a the trends, adapt accordingly,
portal means that it’s customizable mobile application, coupled with a listen to one’s clients, and make
to specific corporates and their sophisticated Wings24 emergency the smartest use of technolog y, in
travel policies, which was the contact centre, which proactively order to stay relevant.
main reason why Katz and his manages risk and traveller safety The travel industry is changing
team couldn’t – or didn’t want to – on behalf of its clients. rapidly, so only the most nimble
take a white label app solution off There’s also a big focus on data. players look likely to survive. C
Visit businesstravellerafrica.co.za SEPTEMBER2018 | 25You can also read
