Traveler Safety Toolkit

Transcription

1 Traveler Safety Toolkit

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3 From ash clouds and earthquakes to airline strikes and terrorist actions, unexpected events can occur that impact a company s traveling employees. As a result, traveler safety and security is on the minds of travel managers around the globe. Supporting these employees can be much easier and more effective if the proper services, policies and plans are in place, before an event occurs. There are also preventative actions that can limit the degree of risk employees are exposed to, and the degree to which they are impacted by these events when they do unfortunately occur. Regardless of the question of a company s liability for its employees, helping to ensure their safety is a sound business practice from the perspective of employee productivity and business continuity. This toolkit offers advice and information to help you prevent situations where travelers find themselves at risk, as well as prepare your company to act when an emergency situation impacts your travelers. Egencia Traveler Safety Toolkit 3

4 Egencia, LLC. All rights reserved. Expedia, Egencia, and the Egencia logo and Get Ahead are either registered trademarks or trademarks of Expedia, Inc. in the U.S. and/or other countries.other logos or product and company names mentioned herein may be the property of their respective owners.

5 Policy Choices to Reduce Foreign Travel Safety Risks & Prevention reparation While all companies have a responsibility to protect their travelers and have procedures in place to deal with crises as they occur, a one size fits all approach is typically not advisable when creating a travel safety policy. Safety policies need to be tailored to your company to be effective and should be as unique as the individual travelers they are designed to safeguard. Egencia Traveler Safety Toolkit 5

6 Identifying Applicable Regions The first step is to take a logical approach to identifying the travel destinations where these additional policies should apply. To ensure your travel safety policy deals with risk from every angle, consider consulting with your corporate security and procurement departments. As security concerns vary by region, determine where your business has offices, as well as where your employees are travelling, and review any travel warnings which may exist for those locations. Consider consulting your local offices and clients to provide region-specific information to aid with your selection of vendors, in addition to your travel management company. Approving Travel It is important to be proactive in minimizing risks for your employees. Consider how the approval process for travel to high risk areas will differ from the process for relatively safe destinations. One option to consider is utilizing Egencia s Trip Controller pre-trip approval function for all international travel. This process would ensure that employees could not visit locations where the safety risk is considered to be high, without at least receiving approval from the appropriate individuals. Reservation & Travel Choices While the financial and operational benefits of having employees use Egencia for all their travel needs are generally understood, many people are not as aware of the advantages Egencia provides a company in an emergency situation. Through the various reports and services offered, companies have the ability to track their travelers and respond proactively to assist those potentially at risk. However, Egencia can only track and report on traveler itineraries that have been booked through its online or agency services. Your travelers need to be aware that it is in their best interest to ensure all bookings are made through Egencia. Airline Selection For your travelers safety, it is important to have them select only those airlines which are based in countries who meet international standards. The State Department provides Aviation Safety Oversight information within each country report that indicates whether the local aviation authority is in compliance with the International Civil Aviation Organization standards. These reports are also available from the FAA ( initiatives/iasa/). Based on this information, you can adjust your air policy to mark certain airlines as out-ofpolicy from the options available on Egencia, ensuring travelers choose only the safest option. Hotel Selection Appropriate hotel selection can greatly increase the security for your travelers once they reach their destination. For frequently booked high-risk destinations, Travel Managers can mark hotels which meet their safety criteria, as preferred. The State Department recommends larger hotels that have more elaborate security and safety experts recommend booking a room from the second to seventh floors above ground level high enough to deter easy entry from outside, but low enough for fire equipment to reach. In certain areas (Latin America and the Middle East for example) where kidnappings may be a greater concern, there is the possibility that front desk staff may release reservation details. Some companies have taken the precaution of booking their travelers in numerous approved hotels with only the traveler and the assistant knowing the actual destination. This provision is something to consider based on your company s travel patterns and destinations, and the nature of their business (e.g. financial). Travelers should be advised to not check-out of their hotel during an emergency as hotel rooms may become scarce. This will not only ensure that they continue to have a place to stay during the crisis, it can make it easier to locate your travelers. 6

7 onsider requiring your employees to keep the following information current within their Egencia profile to facilitate providing assisting to them in the event of an emergency: Home, work and mobile phone numbers Home address Emergency contacts and notification preferences Additional addresses to receive reservation confirmations (e.g. spouse, admin assistant) Passport country, number and expiry date C Egencia on the Go Flight Alert settings ( , text and mobile) Egencia Traveler Safety Toolkit 7

8 Before They Leave Some simple advance preparation will help to minimize the risk for your travelers and provide them with some tools, to function in a crisis should one arise. It is advisable to have travelers intending to visit high-risk areas review the State Department s country specific information prior to embarking on a trip. Consider whether to require your travelers to register their travel plans with the State Department through its free online service at Travelers should always have with them the address and contact information for the local Consulate (for passport, and visa issues) as well as your company s local office (if available) as a potential support network in the case of an emergency. Pre-Trip Planning 1. Try to restrict luggage to carry-on only so that you always have what you need with you in the case of an emergency or delay. 2. If possible, women should avoid bringing a separate handbag as it can be a target for thieves. 3. Store in a zippered compartment of your briefcase the following items: Passport (confirm expiry date prior to leaving) No more than two credit cards A small amount of cash A flashlightemergency contact information Communication Responsibilities Your travelers Egencia profiles contain many pieces of contact information which would be crucial in an emergency situation. However, the information needs to be kept current or valuable time could be wasted searching for updated phone numbers, address, and other details. Finances It is important to provide your travelers with some guidelines with regards to travel expenses and foreign currency so that they are properly prepared upon arriving at their destination. If your travelers are provided with a corporate credit card, you may want to recommend that they also bring one additional personal card, in case there is a problem with the corporate card. Encourage them to contact the card company in advance to inform them of their travel plans to ensure the card is available for use should they need it. In most cases, the equivalent of $200 in local currency is sufficient for small expenses - any more can be risky to carry. Travelers can be instructed to take a cash advance on their credit card upon arriving at the airport. As a general rule, they should only use ATM s at the airport or at recognized banks as stand-alone machines can be a target for fraud. In addition to mandatory fields in the traveler profiles, Travel Managers should determine which optional fields they expect to be populated and remind their travelers to update their profiles whenever any information changes. To proactively keep your corporate security department apprised of where your employees are traveling, consider leveraging Egencia s Scheduled Reports to automatically generate a weekly summary of all international trips. It s important to also address mobile usage for your international travelers. We learned in the volcanic ash travel disruption that many travelers did not carry a mobile phone due to international service restrictions. This made communication very difficult. Does your company recommend that employees use their company mobile phone while traveling abroad or should they consider renting a phone? 8

9 Ground travel varies from country to country or even from region to region, and each area has its own unique standards to consider. In some countries, taxis and public transit are completely safe, however travelers should be sure to only take taxis clearly identified with official markings. In all regions, travelers should avoid taking unlicensed taxis. By contrast, in India and Asia, the norm is to hire a car and driver rather than rent a car. A driver who is assigned to provide services for your traveler for several days versus a single day or trip is more likely to keep your traveler s safety top of mind. It is essential to deal with a reputable company and to consider options for payment at the corporate level. If you have a local office, ask them to recommend a supplier. If not, contact an established black car company in your home country and reserve a car with one of their local partners. You can arrange payment through your local supplier and they will be responsible to pay their partner. Consider involving your procurement department in the contracting process to ensure all of the appropriate indemnities are in place. Finally, in some countries car rentals are considered safe and travelers commonly drive themselves from destination to destination. Offer your travelers guidance regarding choice of rental car with regards to recognized companies, inconspicuous choice of car, universal door locks, power windows, etc. In areas where the risk of kidnapping is higher, some firms arrange for a translator and armored car prior to the traveler leaving for the destination. In some cases it isn t the traveler himself but the ultimate client (e.g. a wealthy individual) who might be a target, however security for both is necessary. Woman Road Warrior 6-Point Safety Sweep When arriving at your hotel room, prop the door open with your bag, and conduct the following 6-point Safety Sweep before settling in: 1. Confirm door lock works properly 2. Check phone is working 3. Check bathroom is empty 4. Confirm outside doors/windows are properly locked 5. Check closet 6. Check under the bed Egencia Traveler Safety Toolkit 9

10 Inoculations Travel to different destinations creates the potential for your travelers to be exposed to different diseases or infections. Egencia s Traveler Center provides travelers with information about the immunizations recommended for various countries, the number of doses required and the wait time for the inoculation to take effect. To minimize the risk of serious illness, it is recommended that travelers be inoculated in advance of travel if appropriate. If inoculations are required for business travel, consideration should be given as to whether this is an expense your company will reimburse. Arriving at the Hotel 1. Introduce yourself to the concierge. He can be a source of local knowledge and will remember you later in case of emergency. 2. Request a room that is located a reasonable distance from the elevator and the stairwell. 3. Take note of the emergency exits. 4. Conduct the 6-Point Safety Sweep. 5. Put a business card of the hotel in your briefcase so that you ll have the name and address with you. In a stressful situation, this information can easily slip your mind. 6. Women might consider asking the bellman to accompany them to their room. 7. Before going to bed, ensure the door is bolted and place your briefcase beside your bed. You will have your passport, credit cards, cash, contact information and flashlight close by and ready to grab quickly if necessary. Insurance If your company does not already provide adequate international medical insurance coverage, consider whether to require your international traveling employees to purchase it on their own through a preferred supplier as a company reimbursable expense. For Egencia s Enterprise clients, your company s international insurance information can be included within each travel itinerary providing your travelers with convenient access to this important information. When tailored to your company s specific situation, the above policy tips can significantly reduce the risks faced by your traveling employees. Traveling Around the City 1. Leave a note in your hotel room with the details of where you are going, who you are meeting, and the times of your departure and expected return. 2. Learn or attempt to learn a few key phrases. 3. Ensure you are traveling by the safest mode of transportation for that particular location. This should be established before you leave home. 4. Protect your identity by not giving out your credit card number over the phone, where others can hear you. 5. If away for an extended period and you note that your routines are being monitored, take alternate routes and vary your schedule. 6. Follow your instincts. If a situation feels uncomfortable, do your best to remove yourself as quickly as possible. Use your emergency contact numbers to connect with your local office or your Consulate. 10

11 Passport renewal dates are very important for your travelers to manage. To enter many countries, the passport must not expire for at least 6 months after the return date. Neglecting to keep passports current could result in major delays or even the cancellation of a trip. It is always advisable for travelers to keep a copy of their passport at home as well bring a copy with them, in case the actual passport is lost or stolen en route. The copy will be helpful when reporting the loss and applying for a replacement. In the current environment, airport security officers are carefully scrutinizing travel documents. To minimize the chance of airport and/or security delays, advise your travelers to ensure their names on their Egencia profiles match their passports exactly. Egencia Traveler Safety Toolkit 11

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13 Developing an Emergency Response Plan Response eadiness Taking the time to develop and rehearse an effective response plan can greatly impact your company s ability to quickly and effectively react to assist travelers when an emergency event occurs. There are several components that should be incorporated into any emergency response plan to ensure that as many potential areas of risk as possible are anticipated. Egencia Traveler Safety Toolkit 13

14 Potential Events to Incorporate Into an Emergency Response Plan Plane or train crash Severe weather Natural disasters (tornado, tsunami, earthquake, volcano, fire, etc.) Terrorism (explosion, hijacking, bio-terror) Labor Disruption Bankruptcy of Vendor 14

15 Identifying Impacted Travelers In a crisis situation, it is paramount that you identify as quickly as possible, those travelers who may be at risk or affected in some way. Egencia s reporting capability will provide you with the names of those travelers. Any recent itinerary changes will be reflected in these reports within 24 hours. You can also rely on your Egencia Account Manager to assist and guide you through an emergency. When Egencia identifies an event as having a significant impact on travelers, it initiates and sends a company-specific impacted traveler report to each client, based on the most recent reservation data (up-to-date within the last three hours at most). These Impacted Travel Manager s are sent via the Egencia Account Alert service. A suggestion for Travel Managers is to set an audio notification alert when these s from this service are received, if their mobile phone offers that capability. Once a company s impacted travelers are identified, Egencia also sends those travelers an directly with information about the event and how to contact Egencia to change their travel plans. E Assessing Risk & Appropriate Response Determine the level of response based on the event. Consider the impact of the event on your travelers, such as whether: Travel schedules will be affected by short delays, moderate delays or a major disruption Travelers health and/or safety are at risk Injury or deaths have occurred The affected area is relatively small or widereaching Employees need to be well trained and confident in their dealing with travelers in an emergency situation to ensure the most positive outcome. For that reason, it is recommended that your company prepares and rehearses an appropriate response plan for each incident and severity level. In particular, Travel Managers should practice pulling the necessary reports to locate travelers and consider training others to run the reports in case they are not available at the time of an event. Defining Events Warranting a Response To begin with, it s important to clearly define the type of events which would warrant outreach to your travelers. Potential events to consider incorporating into your company s plan are listed in the box on page 16. gencia will attempt to assist your impacted travelers with making new travel plans. It is worth considering however, whether your company (if it has a local office or other local contacts) can also provide assistance with travel alternatives, such as providing transportation to an airport outside of the impacted area. As well, it is important to consider what material and emotional support can be provided to travelers in a difficult situation until such time as they can be safely removed. Egencia Traveler Safety Toolkit 15

16 Severity Level 1 Level 2 Level 3 Criteria No deaths reported or In area unlikely to affect business travelers Not likely to lead to broad transportation disruptions Some deaths have been reported or are likely to affect business travelers Airport delays under 5 hours between 5 am - 7 pm PT Major airline and/or in area likely to affect business travelers Deaths have been reported or are likely Flight (if applicable) originated or departed the U.S. Airport delays over 5 hours or city is basically shut down Actions Taken Monitor event No immediate action required Determine if any employees were on plane/train Identify travelers with plans to travel to impacted area and provide relevant information Determine if any employees were on plane/train Identify travelers currently in the affected area or with near term plans to travel to impacted area Initiate contact with impacted travelers, and if appropriate, travelers family Send notice to all employees regarding incident Add Broadcast message to Egencia account with information/instructions for employees planning to travel to the impacted area 16

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18 Reaching & Communicating With Travelers Once affected travelers are identified, making contact with them as quickly as possible should be a key objective of any response plan. Determine in advance and provide to your travelers the appropriate company contact information for emergencies so that they know how to make contact with your company if they are able. Develop a plan for events which occur during non-business hours, and provide after-hours contact details if they are different. Identify the best methods for communicating with impacted travelers which could include creating a well-defined process for sending s and text messages to provide regular updates to travelers. In the interest of efficiency, consider creating templates with key information already populated such as your company s emergency contact information as well as links and contact information for your company s Egencia account. Whether it is stored in your Egencia account or a company database, ensure that you know how to access your travelers emergency contact information and consider the best protocol for notifying families of any crisis situations. Time to Update Your Emergency Response Plan? Here are some questions to help determine if an update to your plan is required: Have your employee s travel patterns changed in terms of frequented destinations? Are new or different groups of employees now traveling to potentially risky destinations? Has the company added new employees or locations via an acquisition or organically that result in the current plan being incomplete? Has the relative security of your company s typical destinations changed? 18

19 To develop an optimal emergency response plan and safety-focused travel policy, it s recommended that you include a set of key stakeholders and have a defined process for creating and approving each plan or policy component. In some extreme instances, such as a kidnapping, your company may want to have a list of preferred vendors to assist with responding to the situation. A third party vendor such as International SOS that can handle evacuations, hostage negotiations, etc. may be worth investigating as part of your plan development. Egencia can provide your travel data to both isos and ijet upon request. Egencia Traveler Safety Toolkit 19

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21 Approving the Plan & Policies With several stakeholders involved, it s important to identify upfront who has responsibility for each section of the response plan and travel policy, as well as which stakeholders should be consulted prior to making a decision regarding the individual sections. This structure will help to avoid duplicate efforts and speed plan development. Reviewing & Maintaining the Plan It is important to determine the appropriate frequency for reviewing the plan (e.g. semi-annually or annually) and to ensure that the review is conducted in a timely manner. Changes to your company s travel patterns or operations may necessitate an unscheduled review of your plan, to ensure the policies remain appropriate and that all risks are covered. See the Time to Update Your Emergency Response Plan? on page 18 for a list of questions that can help you determine if an update is required. It is also recommended that you include questions about traveler safety in your company s travel program survey to identify areas where policies need to be adjusted or where more traveler education about procedures is required. Involving Key Stakeholders To help you consider the risks to travelers from all angles, consider involving departments such as HR, Legal, Security/Risk, and Medical if they exist within your company. Consult with your local offices as well for their input. Larger companies may have a multi-national travel council that can help identify which safety issues exist that should be addressed. Your Egencia account manager can also offer insight and advice based on their experience with other companies. Communication with Other Key Internal Employees It is recommended that your company compile in advance a list of internal employees and other individuals who should also be informed of events impacting travelers, such as: Traveler s direct manager Company leadership Employees within travel department Traveler s emergency contact person Egencia Account Manager Determine the best communication methods for reaching these particular individuals. aliases or phone trees are options to consider for efficiently reaching a core group of employees involved in any event. Egencia Traveler Safety Toolkit 21

22 What to Expect from Egencia I n addition to your company s emergency response plan, as an Egencia client you can expect us to act swiftly when an unexpected event significantly impacts your traveling employees. 22

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24 gencia has a dedicated Emergency On-Call team, which is on call 24/7, 365 days a year. When an emergency occurs which may have an impact on your travelers, the team will determine if any of them are potentially involved and contact your company s travel manager within two hours of being notified of the emergency. Egencia will also attempt to make contact with your travelers directly via and phone to assist them in revising their travel plans. The following story regarding the Bomb Threat on United Flight 741 illustrates Egencia s approach to Eassisting travelers in the event of an emergency. 24

25 Egencia Traveler John McKillop is a District Sales Manager at Quantum Corporation and travels about three times a month. In February 2010, he was returning home to San Francisco from Denver on United Flight 741, when the plane was suddenly diverted to Salt Lake City. Passengers soon learned that Flight Attendants had found a threatening note indicating that there may be a bomb on board. After a nail biting flight into Salt Lake City, passengers were held on the plane and then loaded onto buses and further detained for questioning by the FBI. Egencia s Incident Response Team learned about the bomb scare and quickly identified John was on board. In addition to notifying Quantum s Travel Manager, Egencia also contacted John directly. Sherrey Pfaffenbach, Service Delivery Manager at Egencia called John on his cell phone. Sherrey helped John throughout the eight hour ordeal by providing him with status updates of his new flight home, arranging alternate flight options in case of delay and offering ground transportation. When United announced the flight would depart, Sherrey canceled the alternate flight and was able to void the ticket. After landing safely back in San Francisco, John took the time to share these kind words about Sherrey s help. I was on the United flight 741 yesterday (2/18) that had the bomb scare. I received a proactive call from Sherrey Pfaffenbach asking how she can help me. It was a long and scary day and Sherrey was beyond helpful. She gave me her personal cell and told me to call her anytime during the day. Every time I called, she picked up and helped me. I told her she was my guardian angel. John McKillop Quantum Corporation Egencia Traveler Safety Toolkit 25

26 Egencia Specific Resources In addition to the proactive support Egencia provides, there are also a number of tools that can be used to assist in responding to an event. 26

27 gencia s Traveler Center provides up-to-date news impacting business travel, including travel alerts, etc. directly from Ethe traveler s home page. Egencia On the Go Egencia s On the Go Trip Alerts notify travelers of events impacting flights on the day of travel via their preferred communication channel(s): phone, text or . Egencia On the Go Pre Trip Egencia provides travelers with a pre- trip summary that includes easily viewable reminders of travel plans and helps support the practices and policies of their company s travel program. Egencia On the Go Mobile In addition to delivering the above information in an alert format, Egencia On the Go Mobile offers a mobile device-friendly portal that provides travelers with access to their itineraries, the ability to check flight status, as well as search flight schedules in the event they d like an earlier or later flight due to change in travel plans. Egencia Traveler Safety Toolkit 27

28 Destination-related information is conveniently located and easily accessible for your travelers in the Travel Essentials section of Egencia s online booking system. Powered by TripAdvisor, the tab provides access to comprehensive city information, including City Guide content, which features real advice about real destinations from over 15 million traveler reviews and opinions. The TSA Secure Flight Program The mission of the Secure Flight Program is to enhance the security of domestic and international commercial air travel through the use of improved watch-list matching. The TSA Secure Flight program requires all U.S. domestic airlines to collect additional passenger data and transmit it to the Transportation Security Administration (TSA) for pre-screening against federal government watch lists. After matching the passenger data against government watch lists, Secure Flight transmits the matching results back to the airlines. The TSA has the authority to impose penalties of up to $25,000, each time a traveler is permitted to fly 28

29 without recorded Secure Flight Data. Airlines are taking this regulation very seriously. To assist travelers, Egencia requires TSA Secure Flight Data (full name, date of birth and gender) for all applicable air bookings. Egencia then transmits this data to the airlines, to ensure compliance and a smooth travel experience for travelers. 3. Optional: If you are concerned about a specific country, select the country from the Country dropdown list 4. Optional: If you are concerned about a specific airline, select the airline from the Vendor dropdown list 5. Run the report Travelers can add their Secure Flight Data to their Egencia Profile and it will automatically be applied to all future bookings. Please note that all Secure Flight Data will be masked (with the exception of the name fields) to protect traveler s privacy. For more information about the Secure Flight program, please see page 30 and 31. Egencia On the Go Trip Alerts Egencia s On the Go Trip Alerts provide up-to-date information regarding: Departure flight status and number Departure delay information if the departure time changes by more than 15 minutes. Flight arrival information including the most current arrival time and gate information, etc. Arrival delay information if the arrival time changes by more than 15 minutes Flight cancellation alert as soon as the flight is canceled by the airline. Connection information regarding the connection flight, including updated departure time and gate. Missed connection information if a traveler is likely to miss his or her connection. Egencia Reports: Locating Travelers If you are concerned about all travelers, travelers visiting a certain country, using a specific airline or airport, or even travelers on a specific routing, you can immediately identify them using the Air in-progress detail report by following these steps: 1. Under the list of Air reports, select the Air inprogress detail report 2. Optional: If you are concerned about a specific airport or routing enter the airport names in the Origin and Destination fields Customized Traveler Tool Links Also available to Enterprise customers, Egencia s Customized Traveler Tool Links allows companies to add links to the high visibility Traveler Tools section on the Egencia site. Companies can use this feature to provide a direct link to company-specific travel safety information located on their intranet such as: Policies & guides Office locations Medical insurance information Customized Itinerary Messages per Destination Customers have the additional ability to develop unique messages on the traveler s itinerary for each destination. This valuable feature can be used to provide specific safety and/or policy information for travel to specific high risk destinations. Broadcast Messages Broadcast Messaging enables you to communicate specific, relevant messages to your travelers at the point-of-purchase (air or hotel search page) or on the itinerary for the traveler. You can also imbed hyperlinks to direct the traveler to another page such as your intranet for more detailed information. Possible uses of broadcast messages related to traveler safety include: Providing information regarding countries travelers are prohibited from visiting Notifying travelers how to access the latest international travel policy information Informing travelers of any changes to your international travel policy Egencia Traveler Safety Toolkit 29

30 Q: What is the TSA Secure Flight Program? A: The mission of the Secure Flight Program is to enhance the security of domestic and international commercial air travel through the use of improved watch-list matching. TSA Secure Flight Data is required for all air travel to, from or over the United States, as well as all US carriers flying worldwide. Airlines are required to collect additional passenger data and transmit it to the Transportation Security Administration (TSA) for pre-screening against federal government watch lists. After matching the passenger data against government watch lists, Secure Flight will transmit the matching results back to the airlines. Egencia will collect this data from you at the time of booking and transmit it to the airlines. Q: What information is collected for the TSA Secure Flight Program? A: The TSA requires the following information: Full Name Date of Birth Gender TSA Redress Number (if applicable) TSA Known Traveler Number (if applicable) Q: Where do I enter my Secure Flight passenger data within Egencia? A: Travelers can add Secure Flight passenger data to the Egencia website using the Secure Flight module, which will appear in two convenient locations: 1. The traveler s Egencia profile 2. The Trip Preferences page in the booking process In both locations, the Secure Flight passenger data that is provided will be saved in the traveler s Egencia profile to be automatically applied to future Egencia reservations. 30

31 Q: Does Egencia mask the Secure Flight Data to protect my privacy? A: Yes, protecting your privacy is very important to Egencia. All Secure Flight passenger data is masked, with the exception of name fields, when authorized employees in your company are booking travel on your behalf. Q: What is a TSA Redress Number and TSA Known Traveler Number? A: A TSA Redress Number is for individuals who have been subjected to repeated security screenings due to being flagged incorrectly on the watch list. Travelers can apply for a Redress Number via the Department of Homeland Security (DHS) Traveler Redress Inquiry Program. Q: My company has disabled my ability to change my full name in my Egencia traveler profile. How can I update the full name in my profile for Secure Flight purposes? A: The name fields in the TSA Secure Flight module can always be changed, and the ability to update these name fields cannot be disabled by your company. The TSA Secure Flight name fields are only used for watch list matching, and are separate from a traveler s existing (primary) name field on the Egencia website. Q: How should TSA Secure Flight Data be managed for recruitment travel when perspective employers cannot request a candidate s date of birth? A: When booking recruitment travel via guest accounts within Egencia, it is recommended to create and reserve the trip by selecting the option to hold the itinerary for 24 hours. The candidate can then be instructed to call an Egencia Travel Consultant to provide their date of birth and gender. Please note that an Agent Assisted Booking Fee will be charged and that airline ticket pricing may fluctuate until the flight is purchased. Egencia Traveler Safety Toolkit 31

32 Egencia s Response to Recent Events Mumbai, India Attacks Egencia recently expanded its service into India making the Mumbai, India attacks very personal and the ability to track travelers very important. On November 26, 2008 within minutes of the attack, we sent nine internal alerts to our travel consultants providing information and updates on the incident. We immediately ran a report on its impact to travelers and determined that we didn t have any travelers in the impacted hotels. However, we determined which of our travelers were heading to the region between November 24 and December 5 with some staying at the affected properties during the week. We proactively contacted every impacted traveler and travel manager to inform them of the situation and to make alternative arrangements, as needed. The Global Entry Program: For Travelers Who Frequently Travel to the United States The United States Customs and Border Protection (CBP) Program has launched the Global Entry Program to allow travelers who frequently travel to the United States to expedite their clearance through customs. Participants in the program leverage airport kiosks to scan their passport or permanent resident card as well as their fingerprints. In addition to avoiding long lines and paperwork, participants also enjoy expedited entry benefits in other countries. To enroll in the program, travelers must undergo a rigorous background check and interview. Learn more about the Global Entry Program at 32

33 Other Helpful Resources There are also a number of valuable information sources and services available to assist in reducing traveler risk and responding to events. The chart below provides details on the information and services they offer, as well as relevant links to their websites. Egencia Traveler Safety Toolkit 33

34 Resource Information CDCP Provides health and immunization information for travel to over 200 inte US Department of State Offers valuable information for trip planning as well as potential assistance in Current Travel Warnings: An up-to-date list of country travel warnings Passport information: How to report a lost or stolen passport, as well passport Country information: Detailed country information, including visa requi or consulate, health conditions, minor political disturbances, unusual c crime and security information Websites of U.S. Embassies, Consulates, and Diplomatic Missions: A locations Tips for Traveling Abroad CIBT A partner of Egencia, CIBT offers: Visa & Passport Services: Including assistance with obtaining visas, p amendments), international driving permits and other related documen Visa Requirements: CIBT s Visa Quick Check site is helpful for identif for US citizens International SOS International SOS supports organizations with employees who travel to can procure additional safety and emergency related services that inclu 24/7 emergency global medical assistance Global medical services including international clinics, medical monito Global security services Specialized remote locations assistance services Global aviation assistance services Global emergency evacuation Remote destination travel information Global traveler locator services ijet Risk Intelligence Services 34

35 Link rnational destinations the case of an event occurring, including: as how to apply for, and renew a rements, location of the U.S. embassy urrency and entry regulations, and single page directory of links to all assports (new, renewals, ts. ying country-specific visa requirements remote global locations. Companies de: ring, and hospital referrals Egencia Traveler Safety Toolkit 35

36 Traveler Safety Toolkit For more information call TM