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Reframing Travel Management: New Approaches to Aligning Travel Programs with Business Goals
Scott Gillespie
James Trani
About Us
Scott Gillespie
Head of Analytics
Airlines Reporting Corporation
Leading expert in travel procurement and traveler friction
Author, speaker, trainer to the business travel industry
MBA, University of Chicago
BS, Arizona State
James Trani
Vice President – Global Solutions
UnitedHealthcare Global
Specialist in international insurance, assistance and security resources
Conducted over 100 hours of global Continuing Education
BA, College of the
Holy Cross
If you were
designing a
travel program…
…what would be your main goal?
© Airlines Reporting Corporation (ARC)
All Rights Reserved.
To get a positive business impact!
(which means focusing on your road warriors)
© Airlines Reporting Corporation (ARC)
All Rights Reserved.
Road warriors are those who travel at least 35 nights a year.
Why focus on road warriors?
~10%
of all
Business
Travelers
~50%
of all
Travel
Spend
~80%
of all
Travel
Value-Add
Source: ARC Data, tClara analysis; value-add is Scott Gillespie’s estimate
© Airlines Reporting Corporation (ARC)
All Rights Reserved.5
Source: scott@tclara.com
Trip
StartedTrip Ended
Traveler Friction
© Airlines Reporting Corporation (ARC)
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*Averaged across 10,564 travelers who each were at or above the 75th percentile for each
metric shown above as measured by the ARC 2015
Trip Friction® Benchmark Database, covering 110,000 travelers in 2015
What does traveler friction look like?
10% of All
Travelers*
35 Trips
138 Time Zones Crossed
88 Nights Away
(4 Work-Months)
267 Flight Hours,
Nearly 7 Work-Weeks
88% of Flight Hours
in Economy Class
62% of Flight Hours, or
~4 Work-Weeks,
on Personal Time
Trip Success Retention Wellness
Can you improve any of these outcomes?
© Airlines Reporting Corporation (ARC)
All Rights Reserved.
“Achieving
Better
Business
Travel
Results”
October 2018https://bit.ly/2Nq8HC5
Trip Success
Attrition Risk
Traveler Burnout
Traveler Wellness
Based on this study’s findings, yes!
To register and download
© Airlines Reporting Corporation (ARC)
All Rights Reserved.
Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal, tClara
We compared results from 742 U.S.-based road
warriors managed by different types of travel policies.
Do travel policies matter?
Traveler-
Focused
Policies
Cost-
Focused
Policies
© Airlines Reporting Corporation (ARC)
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Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal, tClara
57%66%
Cost-Focused Traveler-Focused
Want higher trip success rates?
Traveler-focused policies are better.
Share of trips rated as mostly or very worthwhile
© Airlines Reporting Corporation (ARC)
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Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal, tClara
33%
17%
Cost-Focused Traveler-Focused
Want lower two-year attrition risk?
Traveler-focused policies are better.
Average self-estimated probability of leaving within the next two years
© Airlines Reporting Corporation (ARC)
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Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal, tClara
35%
17%
Cost-Focused Traveler-Focused
Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal, tClara
Want fewer negative health impacts?
Traveler-focused policies are better.
Share of travelers who say travel has negatively impacted their health
© Airlines Reporting Corporation (ARC)
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Business Class 6+ Hours
Diet, Exercise
What is most
important for
Trip Success?
Better Sleep
Overall
© Airlines Reporting Corporation (ARC)
All Rights Reserved.14
Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal, tClara
What is most
important for
Business Class
Use Less Personal Time
Better Hotels
Retention?
© Airlines Reporting Corporation (ARC)
All Rights Reserved.15
Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal, tClara
What is most
important for
Better Sleep
Healthier Meals
More Time to Exercise or Relax
Wellness?© Airlines Reporting Corporation (ARC)
All Rights Reserved.16
Source: “Achieving Better Business Travel Results” 2018 by ARC, Delta, FlightGlobal, tClara
Trip Success
Retention
Wellness
Leading companies are
re-designing their travel programs
© Airlines Reporting Corporation (ARC)
All Rights Reserved.17
+50%
Did you know?
More than 50% of travelers report getting sick while traveling overseas
Illness and disease:
• Digestive system (e.g. traveler’s
diarrhea)
• Respiratory tract infections and
influenza
• Musculoskeletal, connective tissue
• Circulatory system
• Mosquito-born illnesses (e.g. zika,
malaria, dengue fever)
• Pregnancy, childbirth
Challenge #1Protective measures used to support expatriates and global travelers have not kept pace with increasing global
mobility and heightened global risk.
57%60%
…do not provide pre-assignment health checks.
55%
…do not provide access to pre-screened health care facilities or
even health advice relevant to the assignment country.
…believe they need to find new ways of dealing with health and security risks.
…believe instability in global markets will increase over the next 3 years.
…believe their current spend on health and wellness for global workers is effective in improving their employees’ performance overseas.
96% 50% 67%
ChallengeProtective measures used to support expatriates and global travelers have not kept pace with increasing global
mobility and heightened global risk.
…do not have emergency protocols in place prior to
assignment.
4 out of 5
…people are concerned
about their ability to
make health care
decisions.
Health Care
Insecurity
“…the lack of accurate
information and
understanding of
how health care
systems work
negatively impacts
confidence, behaviors
and decision-making
about health care.
The result of
misinformation over
time is unfounded
perceptions that
undermine
confidence…”.
Physical
Health Impact
May delay or discourage
individuals from seeking
treatment or preventive care.
Emotional
Wellbeing Impact
May limit a leisure or
business trip, resulting in a
sub-optimal outcome or
experience.
Psychological
State Impact
May drive undue anxiety
and stress (e.g. ongoing
concern about crime or
terrorism risk).
Organizational
Impact
Reputational damage to
the company and global
mobility program due to
poor health care
experiences.
Challenge
Misinformation and myth
breeds sub-optimal decision
making
Dedicated Assistance
Multi Lingual Support
Culturally Sensitive Health Options
Local Market Intelligence & Quality Access
Whole Person Care
Assignment Readiness
Encircling employees with infrastructures,
communications systems, and
operational protocols
To deliver a seamless,
end-to-end experience
Encircling Members
Requiring the right support and tools at the right time
Dedicated Assistance and Resources
Support that spans the entire journey to ensure successful outcomes
On Assignment
Emergency
Response
Case and Condition
Management
Intervention Emergency
• Engage with local providers and facilities
to help manage your employees’ health care
• Focus on access to the highest quality care
• Seamless decision-making and processes for
medical care
• Communication with the individual, employer, and
family members (as appropriate) to discuss care
options
• Prioritize the health interests of your individual
employees over any financial considerations
Quality Vetted
Local Resources
Virtual Benefit
Utilization
• One number to call
• 24/7/365 Customer care helpline
• Live, trained professional every time
• On-line chat & secured email
correspondence
• Multilingual resources
• Personalized resources for chronic
condition management
• IEAP resources
• Virtual health capabilities
Assistance and Support
Pre-Trip Wellbeing and
Safety Education
Pre-Trip Health
Preparation
Pre-Assignment
• Health assessments and vaccinations
• Destination specific advice and counsel
• Local market medical/security intelligence
• Onboarding and benefit plan education
• Monitored care quality in the local markets
• Regular provider and facility site reviews
to assess the quality of care that can be
provided
• Health and wellbeing portals and apps
Awareness
The personal, health care, financial and
partnership challenges faced by global
travelers and multinational
organizations are unique and specific.
1
Left unaddressed, these challenges breed
health care insecurity and add complexity to
global mobility programs that can directly
impact assignment success rates and ROI.
2
Globally integrated solutions that
provide whole person care, ongoing
support and education as well as
streamlined vendor management
options are key to reducing
complexity and extraneous costs
associated with global health care.
3
In Summary
Key insights and takeaways when reviewing global risk exposure
2
Is it integrated?
3
Is it easy to understand and use?
1What’s covered?
• Coverage (Medical, Dental, Vision, Rx, Life / AD&D, LTD)
• International Coverage / Network / Administrator
• U.S. Coverage / Network / Administrator
Coverage included for expatriate, inpatriate and Third Country National insurance program(s)
International travel coverage offered
• Medical
• Accident
• Other
Global assistance/evacuation resources part of the plan or purchased separately
• Integrated
• Standalone
Communication strategy for employees
Y N Name of Vendor(s)
• Initial Outreach
• Ongoing Touchpoints
4
Which department(s) are involved?
Checklist
How do your global solutions stack up?
Thank you!
Scott Gillespie
Head of Analytics
Airlines Reporting Corporation
sgillespie@arccorp.com
James Trani
Vice President – Global Solutions
UnitedHealthcare Global
James.trani@uhcglobal.com
We’re glad to connect on LinkedIn!
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