In the corporate travel industry, 2007 was an eternity ago. Instagram hadn’t yet launched, Facebook was still in its very early stages and – from a tech point of view, if nothing else – the world was a very different place. ‘So much has changed in the global business travel industry over the past 12 years that it is difficult to sum it up in just a few words,’ says Nicole Adonis, GM of the Flight Centre Travel Group’s flagship corporate travel business, FCM Travel Solutions.

‘We saw the emergence of the sharing economy with Airbnb being founded in late 2008, and Uber being formed in 2009. Travel tech firm Tnooz found that 26% of travel managers have planned or implemented a policy around how the sharing economy will apply to ground transportation. The travel industry also saw a massive shift to online with online booking tools being increasingly adopted by corporations. Technology providers, global distribution systems and airlines started to create the first travel application programming interfaces. Mobile technologies became more advanced with the emergence of smartphones and 3G internet connection. As a result, leading travel companies like FCM Travel Solutions increasingly embraced mobile apps and AI as part of robust digital platforms to leverage communication with customers,’ she says.

But it doesn’t end there. Advances in connectivity have allowed corporate travel managers to remain connected 24 hours a day, overcoming obstacles such as distance or time zone differences. ‘Today, we are seeing airlines and other travel companies testing systems for biometric identification technologies, such as faceprint scans,’ says Adonis. ‘The global travel industry is now looking to completely replace paper tickets and security documents with biometric data in an effort to ease bottlenecks at airports.’

Against that rapidly changing backdrop, Adonis was appointed GM of FCM Travel Solutions in 2018. ‘The role has been a great learning journey for me,’ she says. ‘I have learnt a lot more around the needs of the customer within business travel – especially around preventing traveller friction and ensuring traveller satisfaction. I have also learnt that in the new world of work and travel, data cleanliness and accuracy is king. Your travel data needs to be smart, accurate, intelligent and analysed in the correct fashion in order to move the organisation forward in today’s world and reach [important] KPIs.’

Data offers huge opportunities but is also highlighted as one of the greatest challenges within corporates. A recent survey conducted by FCM Travel Solutions in partnership with the African Business Travel Association confirmed that travel managers are all currently focused on the collection of data. However, 47% of survey respondents said their main data challenge is the use of different data formats across different suppliers and platforms. In other words, there is no one to assist with the consolidation of the data.

‘Today’s business travel programmes deliver huge amounts of data – everything from details of hotel bookings and flights to individual passenger expenses and preferences for food, seats and rooms,’ says Adonis. ‘However, without the technology to mine, collate, examine, correlate and analyse this data – big data, as it is now known – companies will be missing out on a huge opportunity to take more meaningful, tangible and effective spending decisions. The survey confirms this, with a response of 33% claiming the accuracy of data and 19% stating the interpretation of data remain obstacles for any enterprise.’

Adonis says that it is with these challenges in mind that FCM provides the right technology to help its clients make the most of every bit of the quantitative data produced when employees travel on business. ‘It is vital therefore to work with a trusted travel management company,’ she says. ‘One that is able to capture a multitude of data sources and sort it into easy-to-understand reporting, and with the ability to keep your data safe. And that’s precisely why FCM Travel Solutions is such a great fit for enterprises across South Africa and globally.’

In the corporate travel industry, says Adonis, no two days are the same, and she is proud that her team is able to open up the world for those who want to see it. ‘I absolutely love our customers and the people I work alongside,’ she says. ‘They are key to the success of our business.’

Adonis’ focus on data and technology is part of her forward-looking approach. ‘My goal at FCM Travel Solutions is to leave a legacy,’ she says. ‘Not only from a profit and growth perspective, but also empowering my people to grow into great business leaders of the future. I believe in enriching the lives of the individual. Look after your people, and they will look after your customer. And most importantly, have fun while you’re doing it.’

By Mark van Dijk