AMERICAN EXPRESS BUSINESS TRAVEL. April 20, 2011

Transcription

1 AMERICAN EXPRESS BUSINESS TRAVEL April 20, 2011

2 Agenda 1 An intro to American Express 2 The Managed Travel Program 3 4 Business Travel Trends Fares and Volumes 5 Demand for Service 6 Importance of Technology Presenter: Lyell Farquharson - President and General Manager Client Management 1

3 An intro to Amex Business Travel Right Strategy Right Price Right Way Program Policy Strategic Sourcing Program management, Compliance and Change Management American Express is a fully integrated travel provider, offering an end to end solution to its clients and travellers. 2

4 The Managed Travel Program Right Strategy Decision Makers need a strategy and controls that link travel culture with business needs. Program Policy Travellers need to be communicated with properly and understand the policies they are being expected to adhere to. 3

5 The Managed Travel Program Right Price Strategic Sourcing Decision Makers need the optimal supplier relationships that will support the service, price and quality they expect. Travellers expect certain levels of comfort and service on board the aircrafts and at the terminal. 4

6 The Managed Travel Program Right Way Program management, Compliance and Change Management Decision Makers need the ability to guide travel behaviours and influence demand for travel services. Travellers expect efficient booking processes on and off line, and be kept alert of travel safety concerns. 5

7 Business Travel Trends Surging Oil Costs May Harm Recovery in Travel Sector Travel Weekly 2/28/11 Airfares Likely To Keep Rising With Price Of Oil National Post 3/1/11 How High Will Airfares Climb? Fares Flying On Strong Demand, Constrained Supply And Fuel Fears Business Travel News 3/12/11 Biz Travel Take-off In Sync With Economy The Globe and Mail 3/14/2011 Lessons Of Japan: Travelers, Be Prepared The New York Times 3/21/11 Travel Seen Improving In Past Decade: Survey Reuters 4/5/11 Any capacity expansion within Canada domestic has and will be with WestJet and Porter Air. American Express Business Travel 9/1/10 Air Canada has expanded internationally, creating international hubs in Toronto and Vancouver. American Express Business Travel 9/1/10 6

8 Fares and Volumes American Express will help 18 Million passengers depart Canadian airports in Of those, nearly 3.5 Million will be booked by American Express Business Travel 2.5 M will travel to and from another Canadian destination. 300k will travel internationally. 700k will arrive in the US. 7

9 Fares and Volumes Actual fare and passenger increases are exceeding forecasts. 8

10 Demand for enhanced services has increased 9 Travellers seeking VIP servicing. VIP Service Teams Designated / dedicated counsellors for personal assistance (offered by Amex BT) Clients frequently seeking value added services Access to Airport Lounges (Amex BT offers access to Plaza Premium and Maple Leaf lounges) Higher expectation for content experts For example, having a single point of contact for full service, on-line service and international expertise. 9

11 Importance of Technology 10 Clients are demanding information at all times. Itinerary updates Flight status alerts Flight Schedule searches Search and book dining Clients are investing in meetings technology 10 Increasingly, clients are supplementing face-to-face prospect and client meetings with online technologies like web conferencing and tele-presence.

12 In Closing 11 Growth in the travel business is exceeding forecasts and will be driven primarily by business globalization. Internationally travelling customers are and will expect increased vigilance in their safety and related crisis communications. Travellers are increasingly expecting value added services to be available. Travellers expect their information to be mobile. Decision makers are investing in technology to mitigate T&E costs. 11