Online booking can’t be a ‘fire and forget’ solution
Some travel organisations are being left “high and dry” in the headlong rush to online booking systems due to inadequate training and support.
The claim came from Portman Travel’s Bob Govan as the independent travel management group recruited ex-ebookers’ head of corporate travel Cyrus Tadiwala to head its customer management function.
Marketing and development director Mr Govan said: “The appeal of self-booking tools is obvious for many companies looking to shave the cost of their managed travel programmes. But without adequate training for end users and a proper support structure, they can create more problems than they solve.”
Mr Tadiwala has been charged with driving business development by offering more tailored services and better value to Portman customers.
Many of Portman Travel’s major clients make some or all of their arrangements online using Portman’s LiveWire platform as part of their travel management solution. Portman agrees with industry forecasts that levels of business travel bookings made online are growing exponentially.
Mr Govan added: “We’ve rolled out our online solutions carefully and methodically but I fear that some have installed systems without the bugs ironed out, without consideration of training the user base to gain true commitment, and without adequate ongoing help desk support.
“Online travel booking is convenient and reduces costs but it’s not a ‘fire and forget’ solution.”
Mr Tadiwala said: “As part of my role, I will be introducing smarter service solutions designed to enhance customer expectations. Key to our business development strategy is the strengthening of our online environment. We intend to increase the use of LiveWire as it complements the high quality of service we offer through our off-line expertise.“
Prior to ebookers, he was national account manager of establishment sales at Citibank Diners Club International for three years.
Report by Phil Davies
Phil Davies
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