By Mandy Jolley, Senior Crisis Program Manager, Global Crisis Management
From flight check-in to ridesharing to online booking, app technology has made travel more convenient and efficient. Apps have had an effect on travel risk management, too. Travel alerts containing real-time risk information, well-being checks, and traveler tracking all via mobile app are some of the ways travel management companies (TMCs) provide self-service safety to organizations to fulfill their duty of care.
Digital dependence and passenger travel
Travel’s digital transformation is accelerating, with an estimated 48% of travelers now relying on apps for booking and managing their travel, according to OnCall International. In 2023, a staggering 850 million people used travel apps, according to a study by Business of Apps. By the end of 2024, global passenger traffic surpassed 9.7 billion, exceeding pre-pandemic levels. The recent shift to hybrid and remote work also has reshaped travel patterns, with many organizations reporting increased travel due to high conference and client demand. As travel becomes more digitized and travelers increasingly rely on apps, the human element ensures personalized and responsive support, which technology alone might not fully provide.
The need for human touch in travel risk management
Following the nearly three-month long disruptions caused by the Icelandic ash cloud in 2010, BCD Travel recognized the critical need for human touch in travel risk management and established the Global Crisis Management (GCM) team. This 24/7 team verifies incident intelligence by monitoring global incidents and requesting travel alerts from their security intelligence provider when necessary. They keep account teams informed by sharing timely information when disaster strikes. GCM also works behind the scenes to support the TRM technology needed to maintain self-serve safety.
The BCD Travel Global Crisis Management Team
- The GCM team at BCD Travel is staffed by experienced professionals who provide 24/7 monitoring.
- All team members are required to gain certification in Duty of Care from the Institute of Occupational Safety and Health.
- GCM champions alignment of BCD Travel’s TRM solutions with ISO 31030 standards, ensuring global compliance and enhancing travel risk programs.
- Travel risk policy development and travel risk management program assessments are just some of the TRM consulting engagements offered by the GCM team under Advito, BCD’s consultancy.
- GCM partners with BCD’s technology team on the risk communication strategy for our own self-serve app, TripSource®, to deliver a full-circle approach to our risk management strategy
While technology will continue to advance and elevate the travel risk management industry, the support of a dedicated team like GCM remains indispensable. Experienced professionals can interpret complex situations, provide personalized support, and ensure that technology is used to its fullest potential. Organizations must adapt their risk management practices to encompass digital security. As travel volumes increase, stakeholders face growing duty of care responsibilities. Implementing a robust travel risk management strategy tailored to specific risks is critical. Technology will continue to evolve and elevate the travel risk management industry. However, having the support of a team like GCM remains necessary. Organizations must balance the use of advanced technology with human oversight to ensure comprehensive travel risk management.
