Demystifying ONLINE BOOKING tools

Travel related queries answered by CWT experts

ONLINE BOOKING TOOLS (OBTS) HAVE BEEN AROUND for many years, but have really gained momentum in the Asia Pacific region over the last couple of years from an original base in Australia and New Zealand. Today, there are five main providers of OBTs in the region, available in most markets, including China, India, Singapore, Hong Kong, Thailand and Japan.

Many people are happy to book their holidays online using leisure travel and airline websites, however, when it comes to booking business travel online, things can be more complex and many questions arise.

Based on our experience of implementing OBTs for almost 200 clients across nine countries in the Asia Pacific, CWT OBT specialists answer some of the most frequently asked questions:

Q: My company wants to implement an OBT. Where do we start?
A: The first thing to do is determine what you want to achieve by implementing an OBT. Companies implement OBTs for a number of reasons including:
• Savings – when compared with traditional telephone transactions, online booking is more cost effective and leads to lower fares and rates
• Compliance – the use of a specialist Business Travel OBT encourages travellers to adhere to their corporate travel policy, which in turn drives savings, traveller safety and security
• Convenience – with good internet access, an OBT allows travellers everywhere to make reservations conveniently and 24/7.

The buy-in of senior management is essential to success, as is the involvement of IT at an early stage, to ensure the company’s IT infrastructure can support the OBT. Fast internet access is key.

We recommend a detailed plan with realistic timelines. For example, every traveller must have a profile set up before they use the OBT and though it is quick and easy to do, often people are too busy, travelling, or don’t understand its importance. Often, several reminders have to be sent. IT departments need time to test the system and a pilot approach is recommended. Also, based on our experience, there can never be too much communication about the introduction of the OBT. Users need to know what’s changing, why it’s changing, when it’s changing, how it will impact them and how to get help. Training is required not only before the changeover to the OBT but also on an ongoing basis because the system’s tools are updated regularly as new features become available.

Q: Will an OBT save my company money?
A: Yes, if it is implemented successfully and your company has programmes in place to ensure travellers and travel arrangers use it. Research conducted by the CWT Travel Management Institute found that by driving adoption of online booking, companies can reduce their total travel spend by up to 10%. Half of the savings come from reduced airfares and the other half from lower booking costs. In more than half the companies surveyed, the payback on the investment was less than one year.

Q: Why do I have to use an OBT when I’d rather just pick up the phone and speak to a travel agent?
A: You can and should speak to your CWT travel counsellor if your itinerary is complex because they have the experience and expertise to ensure you are taking the most convenient route and getting the best fare. However, using the OBT for simple itineraries will help your company achieve the objectives it set when implementing the OBT. It can also save you time and you can use the OBT 24/7 if you have internet access.

Q: Why does the OBT show different airline/flight options to leisure websites?
A: Company OBTs are more complex than leisure or airline websites since they are set up according to your company’s travel policy. For example, if the travel policy is to travel on preferred airlines, only these airlines will be shown on the OBT. Companies leverage their total travel spend to negotiate with airlines for lower fares, however, they can only do this if their travellers use the preferred airlines.

It is also important to remember that the information you see on the OBT is available inventory – i.e. you can book the fare that you see. Often with leisure or airline sites you see an attractive fare but when you try to book it you find out it’s either not available or there are restrictions, such as two people having to travel at the same time.

Q: Can the OBT be used 24/7?
A: Yes, this is one of the key benefits of an OBT. Although we do recommend that if you need to book a trip within 24 hours of your departure, or if you book during a weekend for departure that Saturday, Sunday or early Monday, you should call your CWT Service Centre.

Q: Should I use the online booking tool for all business travel reservations?
CWT recommends using the OBT for all new business travel reservations that meet the following parameters:
• New air, hotel and car reservations
• Simple, round-trip domestic and international air travel
• Reservations made at least 24 hours prior to departure (except weekends).

Q: Why does the OBT sometimes show so many options for flight times that are different to my requirements, or show connections that don’t seem to make sense?
A: Your company programmes the parameters for the alternatives they want the tool to offer, including a wider range of timings to illustrate lower possible fares and indirect services for when your trip is more cost critical than time critical. Many users find this feature frustrating, however it is designed to serve two different audiences.

Q: I need to travel into one city and return from another. Can I make this booking using the OBT?
A: Most booking tools have the capability to book multi-segment itineraries; however we recommend that you call a CWT travel counsellor for complex bookings.

Q: Can I view the conditions of the selected airfare when I book online?
A: Yes. Select the “review fare conditions” option. This information is loaded by the airlines and updated regularly. All OBTs will display fare conditions prior to purchasing the ticket. It is important that you check these carefully.

Q: My name as listed in my profile does not match the name I use in my travel identification (passport) or frequent flyer and hotel guest programme memberships. What should I do?
A: For airport security purposes, the way your name is added in your CWT traveller profile should be exactly as it appears on your passport. Just one minor difference could result in your not being permitted to board the plane. You can make necessary changes to your name as you enter data into your new CWT profile using CWT Portrait.

Q: Can I make changes to or cancel reservations I have booked via the OBT?
A: Prior to ticketing, you can use the OBT to change or cancel reservations, however, once the ticket is issued you must call the CWT Service Centre. We will then apply for a refund from the airline and track progress to ensure the ticket value is returned to your company.

Glen Height, Regional Manager, Implementation and Product Specialist, Asia Pacific Matthew Carracher, Regional Manager Products & Implementations