Gateway Issue 8 by Flight Centre

GATEWAY The magazine of Corporate Traveller Issue 8 â&#x20AC;¢ Spring 2020

TRAVELLER WELLBEING

MOVES UP THE AGENDA

Room rates

5 smart travel

Destination Zone:

EXPLAINED

HACKS

SINGAPORE

A PERSONAL SOLUTION FOR THE MODERN BUSINESS PROFESSIONAL Booking car travel can be a complicated and time consuming business and if you don’t know the country you’re traveling to it can also be a bit daunting. At GroundScope we have years of experience in business global car transport and have fully vetted our handpicked car companies, giving you complete peace of mind. You can easily book our services online, by mobile or by phone and to make life even easier, all your bookings are stored under your proﬁle so you can manage your bookings on the go. Travelers receive a text message minutes before the journey enabling you to connect with your driver and have full control of the process from beginning to end. From standard cars to executive chauffeur driven cars, GroundScope have the solution. A fully managed global service designed exclusively for businesses.

GLOBAL REACH Our service is available in 100 countries and 500 cities.

ECONOMY TO BUSINESS CLASS VEHICLES We have a range of vehicles to suit all types of company budget.

SIMPLE & EASY BOOKING SYSTEM Our mobile app and online booking system have been designed with simplicity in mind.

VETTED SERVICE PARTNERS Groundscope’s fully vetted Services Partners ensure your duty of care obligations are met.

24/7 365 SUPPORT CENTRE Telephone assistance through our 24/7 365 Customer Support Centre means you are never alone on your journey. We are even open on Christmas Day.

VAT RECLAIM GroundScope make it easy for your business to claim back full VAT on every single trip, providing you with all the information you need.

EVENTS, VIP‘s AND SECURITY SERVICES We provide an events service and can supply coaches , people carriers and cars for any event you may have globally. We have a service for VIP’s and a Security Service for travel to more dangerous destinations.

Visit our website to ﬁnd out how we are changing the way business travellers use car transportation. www.groundscope.co.uk

W ELCO M E & CO N T EN T S Happy 2020, everyone.

I N T HI S I S S UE

I was checking the Foreign Office website the other day and noticed, for the first time, some general advice regarding ‘clear links between mental and physical health and the importance of looking after oneself while travelling’.

4-5

News: What’s happening in the world of business travel

6-8

Hot Topic: Traveller wellbeing

It goes to show how important employee wellbeing has now become – and it’s the subject of this issue’s Hot Topic.

9 Interview: Meet CT’s new head of account management

Also in the magazine, we look at different room rates and explain why booking the cheapest option can often turn out to be a false economy.

11-13 Destination Zone: Singapore

It’s an exciting year for Corporate Traveller, with new developments in the pipeline, including a new office in Aberdeen. Find out more in this issue and at CT’s stand at the Business Travel Show.

16 Travel Hacks: More products and tips for life on the road 17 Charity Update: CT’s good causes

See you there.

Lisa James

14-15 Get Ahead: Understanding hotel room rates

18-19 Village Voices: Around CT’s UK regional offices

Editor editorgatewaymagazine@corptraveller.co.uk

CONTACT D E TA I LS Editor:

Lisa James

Corporate Traveller, 11th Floor, CI Tower, High Street, New Malden, KT3 4TE corptraveller.co.uk

Email us at:

gatewaymagazine@corptraveller.co.uk

GATEWAY UPDATE Since this issue's publication the World Health Organisation (WHO) has officially declared COVID-19 (coronavirus) a global pandemic. With countries and businesses taking measures to contain and control the outbreak, we have updated this issue to include a message from Corporate Traveller's general manager Andy Hegley, and links to our resources and advice to ensure your travellers' safety. Find these on Pages 4-5.

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TR AVEL

N E W S & D E V E LO P M E N T S MEET CT’S NEW HEAD OF ACCOUNT MANAGEMENT

A COVID-19 UPDATE FROM OUR GENERAL MANAGER

n March 11, 2020, the World Health Organisation (WHO) declared the COVID-19 (coronavirus) outbreak a global pandemic. Since then, countries and businesses around the world have been taking various measures to reduce and slow down the virus' spread, including unprecedented travel restrictions. During this time of uncertainty, our general manager Andy Hegley has shared a message on what this means for Corporate Traveller, our customers and our people.

t this time of uncertainty around global travel, I wanted to provide a personal update about what we at Corporate Traveller are doing to ensure our staff and customers are supported, informed and safe. As part of Flight Centre Travel Group, we are fortunate to have the scale to navigate through these unprecedented months ahead, but it will not be easy for anyone across our industry. To ensure business continuity, our workforce is now mobilised to work from home for as long as required, so your travellers will continue to receive our highest service capability without disruption. The safety of our travellers and our people has been, and always will be paramount. We are endeavouring to keep everyone up to date with the latest announcements made by the WHO, FCO and our travel partners. Our consultants are proactively checking upcoming trips and will update all travellers affected. As always, you can contact us at any time by phone, email or chat through your regular channels. We have created a hub page dedicated to inform and direct people to the best sources of news, and I would encourage you all to visit it here. We also have our travel app Sam:] that will keep you posted on any alerts or changes that may impact any travel. Download for travellers and arrangers here. The increasing disruption to many parts of business and everyday life has made the last few weeks particularly challenging globally. However, at times like these I believe we can really demonstrate our value, and the importance of having an agile travel management company like Corporate Traveller. I’m incredibly proud of the work being done by my colleagues who are working round the clock to rebook flights and help travellers affected by the recent travel restrictions. Whether we are helping you now or will be in the future, we are ready to provide you with the highest levels of service and support. I’d like to thank all those who we work with throughout the industry for their backing and understanding during this period. If you have any questions or concerns, please contact us. Kind regards, Andy Hegley General Manager, Corporate Traveller

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orporate Traveller has appointed James McIlvenna as UK head of account management. He takes over from Luke Thickett, who has taken up a senior technology role at parent company Flight Centre Travel Group. James has held several business development and sales roles at CT, with the most recent being regional sales manager, where he was responsible for 10 offices in London and the south. He’s also won several company accolades, including UK business development manager for three consecutive years and top business development manager globally across FCTG. James said: “I am excited to take up this role, as account management is integral to client retention and the growth of Corporate Traveller’s business. From booking experience and cost savings, to traveller wellbeing and duty of care, our account managers have a proven track record of delivering ROI for our clients. “I’m enjoying managing this dynamic team of talented people and continuing to work strategically with our customers to support and maximise all aspects of their business travel programme.” CT UK general manager Andy Hegley added: “James brings a deep knowledge and understanding of our SME customers’ needs. He will be a driving force in providing proactive account management to our portfolio of clients so that we continue to enhance our client offering and ensure we provide insight, choice and value.” Read our Q&A with James on page 15

MANCHESTER AIRPORT OPENS PRIVATE TERMINAL

anchester Airport has officially opened its private terminal, offering the ‘ultimate pre-flight treatment’ – with no private jet required. Guests booking in to PremiAir get fast baggage processing, a lounge with complimentary food and drink, plus a dedicated security channel. Groups of up to 50 can access one of three private suites, which are located before security so people who are not travelling can join events and meetings.

BRISTOL-FRANKFURT F L I G H T TA K E S O F F

usinesses in the South West have welcomed plans by German airline Lufthansa to operate a twice-daily flight to Frankfurt from Bristol, starting in March. Bristol Airport business development director Nigel Scott said the route is an ‘endorsement’ of the city and will be ‘critical’ to the region. “It’s hugely significant for Bristol,” he said. “Frankfurt is a key destination. It is the financial capital of Europe and we have a strong financial sector in Bristol.” Flights will depart Bristol at 9.35am and 5.50pm each day, while the return flights will leave Frankfurt at 8.20am and 4.30pm. CT’s Bristol office senior manager Hannah Gillespie said: “The new Lufthansa direct flights from Bristol to Frankfurt not only give our clients better access to such an important financial hub in Europe but also open up more long-haul destinations. “Our clients in the South West really value local service, and the ability to fly internationally from their local airport will greatly improve their travel experience.” The service starts on March 30.

EUR O STA R’S HOL L AND -LONDO N SER VI CE TO GO D I RECT

urostar is to upgrade its London to Amsterdam and Rotterdam services to operate direct high-speed trains in both directions from late spring. The train operator launched its London to Amsterdam and Rotterdam service in 2018, but currently there is no direct return service. Instead passengers must connect in Brussels. Direct trains from Amsterdam to London will start on April 30 and there will be a direct service from Rotterdam to London from May 18. There are currently three outbound services a day from the UK to the Netherlands. The direct inbound journey from Amsterdam to London will start with two services, with the aim of increasing to a third, and then a fourth. Transport secretary Grant Shapps said: “The days of passengers being forced to decamp from the train at Brussels to file through passport control will soon be over, as we look forward to direct, return, high-speed services to Amsterdam and beyond.”

NE W S I N BRI E F Coronavirus resources With the Covid-19 situation constantly changing, we have created a hub page on our website. This page is dedicated to directing people to the best sources of news and providing travel advisories, information on what you should do if you're concerned about upcoming trips, and resources to ensure your travellers' safety. Visit the page here.

CT to open Aberdeen office The 21st UK Corporate Traveller office will open in Aberdeen this spring. The branch, in Union Street, will be the third in Scotland, in addition to Glasgow and Edinburgh and will enable CT to provide focused expertise for SMEs in the North East of the country and Highlands. Find out more on page 18.

Hilton announces another hotel brand Hilton will launch its 18th brand next year, called Tempo, targeted at the ‘growing segment of modern achievers’. Confirmed locations so far include New York, Los Angeles, Houston and Atlanta, although the plan is to open 500 locations across the world.

Newcastle Airport revises net zero target Newcastle International has announced ambitious plans to become a net zero emissions transport hub by 2035, 15 years ahead of most European airports, which have set a target of 2050. The target date has been brought forward to align with its centenary year and the end date of the airport’s masterplan.

And finally… A passenger has been jailed for 16 months and banned from Gatwick after making a hoax bomb call in a bid to delay his flight when he got stuck in traffic. Rashidul Islam’s train to the airport terminated unexpectedly at St Pancras, so he hailed a taxi, then hit a traffic jam. His action caused a three-hour hold-up, which cost easyJet £30,000.

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H OT TO P I C : T R A V E L L E R W E L L B E I N G Traveller wellbeing is shooting up the list of priorities among companies for 2020 It’s almost unbelievable to think that mental health used to be a More obviously needs to be done, given some recent taboo subject. Now it’s not only being talked about, but acted shocking statistics that show one in three feel their mental upon, as the results of a recent study by Corporate Traveller’s health has suffered and they have felt ill or experienced a sister company, FCM Travel Solutions, reveals. lack of sleep as a result of business travel. The research, in association with the Other evidence suggests early starts and Institute of Travel Management (ITM), showed late nights cause arguments at home, while almost half of respondents have already working away also means people often put “Early starts and late incorporated traveller wellbeing into their more in than their allocated weekly work company’s policy, although the level of nights cause arguments hours. Over a quarter have arrived at a measurement is still hugely varied. meeting that it wasn’t necessary to attend at home, while working Only 5% of those surveyed have – time that could have been spent doing away also means people optimised and integrated wellbeing something more productive. often put more in than throughout their organisation, while 16% A survey by the Journal of Occupational take a proactive and consistent approach. and Environmental Medicine found those their allocated weekly The majority measure wellbeing on a who travelled 21 or more days a month work hours. ” reactive basis, by defining basic policies, were more likely to report trouble sleeping, or gathering metrics. mild anxiety and symptoms of depression. Traveller wellbeing is something that is important to CT’s head of account management James McIlvenna, whose father suffered a heart attack while away on business. James says: “My father used to travel very regularly. Luckily, he survived his heart attack, but my hope is that these days the possibility of something like that, or a stress-related incident, would be picked up on far sooner.” While wellbeing is talked about much more these days, it’s always been at the forefront of CT’s ethos. “Our expert travel consultants really get to know their travellers, so we are able to help ensure that when putting together itineraries we provide hotels and airlines to suit their preferences and make travel as stress-free as possible. However, over the past few years we have certainly had a much closer eye on taking this to the next level and increasing

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traveller wellbeing advice as part of policy formulation,” James adds. “It sounds very simple, but one of the first places to start would be to let CT book anything that is going to be complicated. Travelling is stressful enough without travellers having the pressure of organising it all themselves. This also includes elements that are often overlooked, such as transport on arrival in location. For simple bookings, using an online platform is straightforward and easy enough to do but for trips that need a bit more leg work, then one way to help employee wellness would be to take that load off their plate.” Set clear guidelines

FIVE TRAVEL SMART TIPS For individuals: • L earn to travel smarter to stay connected and consistent with home routines. Exercise, healthy food choices and mental breaks don’t need to stop because of travel. • P re-plan for your trip to know where you can get good food, if your accommodations have a gym and when you will have a bit of down time. • E ncourage and advocate with others you are meeting with to allow time for breaks, order healthy meals and snacks and to be understanding or conscious if people need a designated time to connect back home.

For companies: • A sk travellers in your company what they actually want. What would help them as an individual? You can then determine what type of benefits to put in place.

In terms of policy advice, the key thing • Encourage open dialogue about how travellers are feeling and not just is for travel managers to really look at if they are achieving sales goals on their trips. what they want to get out of their travel programme and set clear guidelines around Tips supplied by Business Travel Wellbeing Community this, James suggests. “For example, all CT clients can book SmartSTAY hotels, which offer room upgrades, complimentary fruit bowl, healthy breakfast and “With a recent study showing that 86% of travellers have other perks, so the advice could be as simple as ensuring renewed commitment to their company if they feel it cares that employees stay in these hotels. about their travel experience, it is well worth investing some “We can also make recommendations based on clients’ travel data to analyse what the financial implications would be of any policy change.” CT’s personal travel assistant, Sam, is a useful tool to improve wellbeing, through automation of information to the traveller such as weather forecasts, delays or changes to trips and traffic updates, which helps to take the stress out of planning a trip. There are also useful duty-of-care functions such as the ability to check-in to locations and live alerts. “My favourite functionality on Sam is the ability to analyse traveller stats and keep an eye on how much they are travelling in real time, which really helps in gauging whether a schedule is too busy or not,” James adds.

time in revisiting your corporate wellness policy for travel.” Rachel Newns, head of accommodation programme management at CT’s parent company Flight Centre Travel Group, says: “Everyone is taking about wellbeing. It’s so important because, if you are travelling on business, the company is sending you because you have an important job to do. “Companies feel they increasingly have a responsibility to their travellers. They’re conscious they need to manage travel so it doesn’t impact on employees’ mental health or cause additional stress.

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H OT TO P I C : T R A V E L L E R W E L L B E I N G “I have clients whose traveller programmes are defined around their employees’ wellbeing. Location, standard and consistency is the first reason for choosing the hotel. Price is their second concern. Their first thought is ‘are the travellers secure and happy?’. Customers that focus solely on achieving the lowest price can result in low compliance and traveller dissatisfaction.” Recently, the global, not-for-profit Business Travel Wellbeing Community has been set up to raise awareness of the issue. Founder member Katie Virtue, who is also a consultant at Festive Road management consultancy says: “We are now seeing organisations wake up to the reality of the challenges that have always been present. Companies are conscious of raising awareness, education and support for employees throughout their employment with the organisation. “For the traveller, the impacts are noticeable, but we often only see them when they are extreme. If we carry high levels of stress for a long time, people can experience ‘emotional snapping’, where they might react irrationally to a perfectly rational request. “Over a long period, individuals experiencing challenges of stress will actually show a high number of visible signs. This could be in their relationships, losing interest in the things that they enjoy, work and productivity reductions and a whole number of identifiable issues. Nobody wakes up in the morning and consciously decides to do a bad job.” Co-founder John Lee, a former finance leader, adds: “I would say a significant impact on companies is that they are often ‘driving blind’. “The focus is on visible costs and bottom line and therefore we forget about employee stress from business travel. These invisible costs manifest themselves later, proving extremely costly for companies, for example when someone leaves the company due to ill health or work-related stress.” In other words, the challenge is to change the mindset of companies where travel managers sit within procurement

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with goals that are only tied to cost reduction and not traveller wellbeing.

“Nobody wakes up in the morning and consciously decides to do a bad job.” Katie adds: “Business travel is becoming more challenging but people are becoming more aware and learning to open up and talk. “There are many variables that have increased anxiety and stress across all generations. Pressures from personal life combined with pressure at work to be ‘always on’ compounds the factors that a business traveller faces.”

TRIGGER SIGNS TO LOOK OUT FOR AMONG EMPLOYEES OR COLLEAGUES SUFFERING FROM STRESS OR MENTAL HEALTH ISSUES: • Reaction to normal requests: is this irrational? • How frequently do they travel for work? • Have you seen a negative change in behaviour? • Have they withdrawn from social activities? • H ave they talked about stopping their interests or hobbies? • D o they complain frequently about feeling tired or having low energy? • H ave their normal (expected) productivity levels dropped? Tips supplied by Business Travel Wellbeing Community

CHECKING IN WITH… CT’s head of account management James McIlvenna My alarm goes off at… Any time from 5.30am to 7am, depending where I am or where I need to be.

My most memorable business travel experience was…

I live in...

A Corporate Traveller sales trip to Paris that was run by one of our hotel partners, so we all stayed in suites in a very swanky hotel right in the middle of the city.

Vauxhall.

My business travel pet hate is…

But I come from...

Airport queues. I become very competitive and getting out of the airport becomes a race.

East Midlands, between Derby and Nottingham. In a nutshell, my job role is… Working with a lot of other departments and people to ensure our clients remain happy and our business continues to grow.

Apart from friends or loved ones, the person I’d most like to sit next to in business class is…

I’ve been at CT for…

David Attenborough. He’d have lots of stories and I could get him to narrate the goings on during the flight. If he was busy, the Queen or Prince Harry wouldn’t be bad second choices right now.

Five years this month.

My most recent business trip was to…

The best part of working at CT is…

Abu Dhabi.

The people and opportunities to develop. It’s great to learn about other companies and industries outside of travel from our clients. There are not many jobs where you can work with such a wide range of industries. My advice to clients looking to get the best out of their travel spend is… Think about what is important to you and let us help tailor a travel programme to meet those objectives. Whether it be traveller wellbeing, technology rollouts or simply driving down the cost of travel, our people will be able to help achieve those goals. I never travel without… My passport. Apart from the time when there was a frantic rush to get it couriered to Leeds Airport. And another time when I had a sixhour dash from East Midlands to Newcastle and back in the middle of the night for a 7am flight the next day. In my defence, I was a lot younger and less organised back then!

Next trip is to… Barcelona. I would love to go back to… Japan. I made it out to Tokyo for the Rugby World Cup and I’m definitely keen to return to visit a few more places such as Kyoto, Hiroshima and Okinawa. I never want to go back to… Luckily, I haven’t had any travel disasters. Touch wood it stays that way.

While on business I miss… The gym, as hotel gyms are very hit-and-miss.

Pint or prosecco? Neither - I prefer wine or vodka. Football or rugby? Tough one! Growing up I played both, but now only football. It’s never great showing up to client meetings with a black eye.

City or countryside? Wherever there is a beach or pool. Adventure holiday or fly-and-flop? Somewhere in the middle. I need a beach and somewhere to relax but still want plenty to do. Facebook or Instagram? Instagram.

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D E S T I N AT I O N ZO N E:

SINGAPORE This constantly evolving, multicultural island city-state off the coast of southern Malaysia is a global financial centre with a fast and efficient public transport system and a yearround hot and humid climate. The official currency is the Singapore dollar. Next stop Singapore? Jade Lynch, strategic head of marketing Asia for Corporate Traveller’s sister company FCM, gives us the lowdown on the Lion City.

“Singapore is a treasure trove of sights, smells and sounds but, most importantly, food. It’s a passion for Singaporeans and the sheer variety of local cuisine and international dishes is immense.The city is an international hub of expats, with English the predominant language. Mandarin, Malay and Tamil are also spoken and you may find people speaking ‘Singlish’ (English-Singapore slang).”

FY I Arriving: The main airport, Changi, has been voted the best

Local specialities

airport by Skytrax for seven years running. It houses the recently

• C arrot cake, which is not a desert and doesn’t contain carrots. It’s made from daikon radish, cooked with garlic and eggs • Chicken rice, a simple but a staple classic • Char kway teow, a popular noodle dish • Oyster omelette • Roti prata, which are fluffy flatbreads • Roast duck rice • Durian fruit, which is banned in some places, such as the MRT, because of its smell. People either love it or hate it • Chilli crab • Assam fish head curry • Kaya toast with soft boiled eggs. A simple and traditional Singaporean breakfast • Satay • Rojak, a traditional fruit and vegetable salad dish

opened Jewel, a hub for nature, entertainment and food outlets. For anyone transiting in Singapore the airport suggests allowing at least a five-hour layover to experience what Jewel has to offer. Getting around: The Singapore MRT system is affordable, with a single fare costing 45p to a £1, and easy to navigate. Visitors can get an MRT card and top up as they go. Taxis are also easy to hail on the street and from popular shopping centres, tourist spots or hotels. Singapore’s ride-hailing app, Grab, is handy for ordering taxis directly from smartphones. Tipping: Tipping is not expected and can sometimes offend. Most restaurants and bars add a gratuity charge. If you feel your service was above and beyond then it is perfectly fine to leave a tip.

E ATI N G A N D D RI N K I N G What to expect Singapore’s food scene is like nowhere else. Visitors can experience exquisite fine dining in out-of-this-world settings but equally enjoy some of the best local food (an amalgamation of Chinese, Malaysian and Indian) in an outdoor hawker centre for as little as £5.

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D E S T I N AT I O N ZO N E:

SINGAPORE E ATI N G A N D D RI N KI N G Quick snack or low-key lunch Park Bench Deli (179 Telok Ayer St) is an American sandwich and salad shop serving breakfast, lunch and dinner. Potato Head Folk (36 Keong Saik Road) occupies an iconic pre-war shop house and serves international food and burgers with an Asian touch. Hawker Centres (such as in the Chinatown Complex; Maxwell Food Centre; Lau Pa Sat and Gluttons Bay) serve Chinese, Malay, Indian and Indonesian, with a handful of Western, Japanese and Korean stalls thrown into the mix, such as chilli crab, kaya toast, hot satay sticks and chicken rice. Don’t be deterred by the long queues, as the food is whipped up quickly. Eating alone

Also recommended: • The Clifford Pier

Bar Cicheti (10 Jiak Chuan Road) is one of the best Italians in the CBD. Smart casual attire required.

• Corner House

Burnt Ends (Teck Lim Road, in the heart of Chinatown), is one of Asia’s most popular places to dine.

• Candlenut, the world’s first Michelin-starred Peranakan restaurant

Bam! (38-40 Tras Street) is Singapore’s first gastro establishment to pay tribute to ‘modern shudo’, the contemporary way to enjoy sake, with certified sake sommeliers to guide you through your entire meal from one pour to the next. Wow-factor business lunch or dinner Jaan (Level 70, The Stamford Swissôtel, Stamford Road) is an internationally renowned eatery, run by UK chef Kirk Westaway, who serves ‘reinvented British’ dishes, which are enjoyed while taking in the view of Singapore’s scenic landscape. Odette, located at the National Gallery Singapore (1 St Andrew’s Road) is a three-Michelin-star French contemporary restaurant. Spago, located at Sands SkyPark at the top of the Marina Bay Sands restaurant (10 Bayfront Avenue), offers a seasonal menu of Californian cuisine, overlooking an infinity pool and with spectacular views of the city skyline.

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• Imperial Treasure Super Peking Duck Something more casual Coconut Club (Ann Siang Road) serves nasi lemak, a national Malaysian dish of fragrant rice cooked in coconut milk and pandan leaf. National Kitchen by Violet Oon (1 St. Andrew’s Road, National Gallery Singapore) for Peranakan cuisine, which descends from Indo-Malay and Chinese migrants. Paradise Dynasty (2 Orchard Turn) or Din Tai Fung (2 Bayfront Ave) for xiao long bao (soup dumplings). These little steamed buns hail from Shanghai and contain parcels of dumplings and soup combined. The trick is to take a small bite and slurp the soup before eating the dumpling. Seng’s Noodle Bar (52 Amoy St) for wonton, giant G&Ts, cool tunes and tasty pork belly with egg noodles. Also recommended: • Esquina • Popiah at the Warehouse Hotel Night on the town For an unusual nightclub experience, try Marquee (2 Bayfront Avenue B1-67, the Shoppes at Marina Bay Sands), where there’s a giant slide in the middle of the club. Lulu’s Lounge (Marina Square, Raffles Blvd) has live shows and music.

Bars

one-hectare sky terrace on the roof, named Sands SkyPark.

Smoke & Mirrors, on the rooftop of National Gallery Singapore, is known for its spectacular panoramic views of Singapore’s skyline and its creative cocktails devised by Spanish head bartender Jorge Conde.

Finally, no visit would be complete without a visit to the Long Bar in Raffles Hotel, long visited by the rich and famous and where the Singapore Sling cocktail was created.

LeVeL33, the world’s highest urban microbrewery (8 Marina Boulevard) is another place to go for great views, situated at the penthouse of Tower 1, Marina Bay Financial Centre.

W H E R E T O S TAY ?

Employees Only and Native (both on Amoy St) are recommended for their cocktails, as is the intimate, minimalist setting of Bar Stories (55-57 A Haji Lane). The Tippling Club (38 Tg Pagar Rd) is a contemporary, artful spot offering an inventive, gourmet tasting menu and cocktails. Jigger and Pony (Amara Hotel, 165 Tg Pagar Rd) is a relaxed place to enjoy classic cocktails and whiskies. Hopscotch (Malan Road, Mapletree Business City) serves drinks with a local twist. Also recommended: • 28 Hong Kong Street • Ah Sam Cold Drink Stall

S I G HTS E E I N G Haji Lane is a hip indie neighbourhood in Kampong Glam that’s quintessentially Singapore with its quirky yet cool vibe with cafes, cool bars, restaurants and hole-in-the-wall boutiques. Gardens by the Bay is a nature park spanning 101 hectares of reclaimed land in the central region of Singapore, adjacent to the Marina Reservoir. The park consists of three waterfront gardens and solar-powered ‘supertrees’ and holds a nightly lightshow. Get there early for an optimal spot. Boat tours: Hop on a bumboat and sail along the historic waterway, discovering such sites as where Sir Thomas Stamford Raffles set foot in Singapore in 1819; the 9-metre-high Merlion statue, with its lion head and a fish body resting on a crest of waves; Esplanade – Theatres on the Bay, Singapore’s leading cultural entertainment and performing arts centre and Marina Bay Sands, an integrated resort featuring three 55-storey hotel towers connected by a

Fullerton Hotel, 1 Fullerton Square A grand neoclassical landmark, which was recently given national monument status, the Fullerton was once the city’s general post office and prestigious Singapore Club before it was transformed into a stunning 400-room heritage hotel. Conveniently situated in the financial district and 25 minutes from the airport, its impressive features include its infinity pool with sweeping views of Marina Bay. SmartSTAY extras for CT customers: complimentary late check-out until 4pm, room upgrade (both subject to availability), car parking, wi-fi and breakfast. Hotel Indigo Singapore Katong Housed on the site of the former Joo Chiat police station, the hotel has a unique modern design, reflecting the Peranakan heritage of its neighbourhood. Facilities include a 24-hour fitness centre, rooftop yoga classes, infinity pool and all-day café and restaurant. Changi Airport, Singapore Expo, Changi Business Park and Singapore’s financial district are 15 minutes away by car. SmartSTAY extras for CT customers: complimentary late checkout until 4pm or early arrival from 9am; wi-fi and breakfast, plus bonus 400 IHG Rewards points per stay. Andaz Singapore, Fraser St Located on floors 25-39 of the Duo building, Andaz Singapore is near Marina Bay, surrounded by the Kampong Glam, Bras Basah Bugis and Little India cultural districts, which are steeped in rich Indian and Malay heritage. There is a direct underpass to the Bugis MRT. The CBD is a five-minute train ride away while Orchard Road takes about 10 minutes. SmartSTAY extras for CT customers: complimentary breakfast, wi-fi and room upgrade (subject to availability) plus US $25 food and beverage credit per stay.

To find the best deals and see all available hotels visit www.corptraveller.co.uk/smartstay and check out our smartSTAY range.

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G E T A H E A D: H OT E L RO O M B U S I N E S S K N O W- H O W, T I P S A N D M OT I VAT I O N TO H E L P YO U A C H I E V E YO U R G O A L S

Gateway’s guide to getting the most out of your hotel spend – and why booking the cheapest room rate often works out to be a false economy

Anyone who’s ever tried to book a hotel stay will no doubt have been baffled by the sheer number of options available for the exact same room. If anything, it’s got more confusing over the past few years, with online aggregate sites claiming to offer the best prices, as well as discount codes and special offers popping up all over the place. Before you know it, you’re bombarded with options and probably just end up booking the cheapest deal. While travel managers understandably want to keep the price down, there are many reasons the cheapest rate is often not the best option. Aside from those listed on page 15, with traveller wellbeing becoming an increasingly important consideration, a cheaper hotel may be in an unsafe area or may not guarantee the best night’s sleep. Corporate Traveller’s account management team manager Hannah Jarvis says: “Clients tell me they find rates confusing. “Some hotels can have hundreds of different room rates depending on black-out periods, time of year and other criteria. There could be 10-15 different rates for the same room. “Clients also mention sites such as Expedia and Booking.com. We can access those rates as well but what a lot of companies don’t realise is that, if it’s a UK hotel rate they can’t claim back VAT on a booking made through an aggregate site.”

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So why is the cheapest rate often not the best? “Cheapest rates are totally inflexible,” explains Hannah. “Nine times out of 10 they are non-refundable. “You might save £10 or £20, but it will cost you more if you have to cancel. The cheapest rate will cover room-only, but you’d have to pay for breakfast. Another rate may cost slightly more but would include breakfast; a higher rate might also include wi-fi and car parking, which, if booked separately on the lowest rate would be more expensive. “Another thing to bear in mind is that, if you choose the cheapest rate and the hotel is overbooked, those in the cheapest rooms are more likely to be pushed out to other hotels.” Corporate Traveller’s account-managed and inside accountmanaged clients who book a high volume of rooms with a particular chain, or in a particular destination, can benefit from negotiated rates, which can include a room upgrade, for example, subject to availability. Hannah says: “The more room nights you give a property, the more they will give you. If we take on a new client and see they book 500 room nights in Bristol each year and they are booking 15 different properties, then I would suggest condensing the number of properties to three, to negotiate better deals.

R AT E S “If you have a corporate rate at a WHY CHEAP ISN’T ALWAYS BEST particular hotel, they will get to know you as a person. But not all clients make enough hotel bookings or fit the • Companies booking UK hotels via aggregate sites can’t claim back VAT criteria to qualify.” One option, open to all Corporate • The cheapest room is not flexible and often non-refundable Traveller’s clients is CT’s SmartSTAY • The cheapest room is likely to ask for payment upfront rates. These are negotiated rates with hotel chains covering 5,000 properties • Often, you will pay for extras, while a higher rate is likely to include lots of perks worldwide. Each booking comes with which, if paid for separately, would work out more expensive three complimentary added extras. The extras depend on the hotel group but • Those paying the lowest price are unlikely to be upgraded if a better room is available could include free wi-fi, breakfast, late check-out or early check-in. • Negotiated rates could include upgrade, late check-out, early check-in or breakfast There’s nothing to stop SMEs • The rate may not be applicable, eg, it could be a government rate negotiating their own rates with hotels they use regularly, says Rachel Newns, See examples of CT’s SmartSTAY properties on page 13 head of accommodation programme management at CT’s parent company Flight Centre Travel Group. But she says companies that are “We’ll review the programme in six months’ time, looking at looking to negotiate with many accommodation providers what’s working, internal feedback and any adjustments. will find it easier and more cost-effective to ask CT to put a “A good hotel policy successfully balances the company’s dedicated travel programme in place. financial objective ensuring that the traveller is fully valued.” How it works Rachel explains: “For companies looking to negotiate rates with 50-100 hotels, we can set up a hotel programme and negotiate on a client’s behalf. We know what other corporates are getting and can add value in terms of bringing our expertise. “We go in and build a global programme for a one-off fee. I’d run data to see what the client has already been booking through us and do a fact-finding mission covering expenses and what they want to achieve. This could include the growing emphasis on making sure travellers are secure and happy; adding amenities to the programme and setting rate caps. “Then we’ll go out to market to the properties that are currently being used as well as other hotels that we know would be a good fit and negotiate on our client’s behalf. We then make recommendations to the client, based on their requirements and, once it’s all been agreed, we put the programme together.

EXAMPLES OF DIFFERENT RATE TYPES Standard/rack rate: the published tariff defined by the hotel company for a particular category of room, without discounts. Corporate rate: offered to companies that provide frequent business for the hotel or chain. The rate will vary according to the volume of business. Promotional rate: generally offered during low occupancy periods to promote interest. It could be an early booking rate; extra night free or added extras such as free wi-fi or breakfast. Group rate: lower rates for group bookings, or for people attending a meeting or convention at the hotel. Incentive rate: discounts offered to members of associations, frequent flyer programmes or those who hold a certain credit card. Early booking rate: an offer that must be booked a set number of dates before arrival. Advance rate: usually cheaper, but deposit must be paid or paid in full at time of booking. Not refundable. Flexible rate: more expensive but can be cancelled for free up to the day before.

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TRAVELLER HACKS Check out the latest apps, products and tips designed to make travelling on business easier

2 G E T O RGA N I S E D

Travel ‘gurus’ often suggest packing an empty envelope to keep business receipts in, so they’re all in one place when it comes to doing expenses. This pack by Feelava contains two sizes of reusable, waterproof envelopes, which can also be used for storing other items while travelling, such as jewellery, coins or small accessories.

Price: £10.99 for 24 From outlets including Amazon

P U S H T H E E N V E LO P E

P E R FE C T PAC K I N G

Keep clothes smelling fresh on business by packing a tumble dryer sheet in with the luggage. Once home and unpacked, pop a clean one in to keep the case smelling nice for the next trip.

Also by Gate8, the Packer Mate is a set of versatile, lightweight packing bags designed to keep luggage contents organised. The set comprises an airport security compliant toiletries bag, cable/accessories bag, water-tight sealed bag, laundry bag and two boot/shoe bags, which can all be slotted inside a suitcase.

Price: £3 for 34 Widely available

Price: £20 www.gate8-luggage.co.uk

FR E S H E N U P

Don’t waste time re-ironing clothes while away. Instead, invest in this lightweight garment sleeve to pack shirts, trousers, skirts and ties, which will all be ready to wear on arrival. The Shirt Mate allows for storage of up to five main items and up to four ties and includes a shirt folding board with instructions, plus several interior and exterior pockets. It can be neatly fitted into main baggage without taking up too much space. Price: £30 www.gate8-luggage.co.uk

Take the concept to the next level with a silk-lined leather receipt envelope. It’s available in a choice of 28 colours, with an invisible magnetic fastener for fast and easy closure and can be personalised for an extra £15. Handmade in the UK. Price: £25 www.undercoveruk.com

C R E A S E- FR E E C LOT H E S

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C H A R I T Y U P DAT E

RETAIL THERAPY RAISES £1.5K Plans are underway to launch a national Flight Centre Age UK Takeover Day across the country to raise even more money for the company’s chosen charity after a successful event raised over £1,500. The charity fundraising event saw staff from Corporate Traveller join colleagues at sister companies FCM and Flight Centre to ‘take over’ four Age UK shops for a day. Twenty-one staff were split into four teams who went head-tohead in Clapham, Kentish Town, North Finchley and Tooting in a competition to increase each store’s profit on that day compared with the same day the previous year. Emily West from Flight Centre Foundation UK, which oversees the group’s charity initiatives, said: “The first Age UK Takeover Day was a huge success for our Charity of the Year, with a huge revenue increase for that trading day. “The teams raised over £5,000, generated by store takings, stock collections, raffles and fundraising in advance and on the day itself. The money has been matched by Flight Centre to make a whopping £11,444.32 for Age UK! “Congratulations to the four teams for their enthusiasm, creativity and sheer determination throughout the day and planning time in the weeks prior to the event.” The next step is to expand the Takeover Day with teams of staff taking over stores in regional cities and towns across the country.

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VILL AGE VOICES C T L I V E RP O OL CE L E BRATE S 10 TH A N N I VE RS A RY

Happy Birthday to CT Liverpool, which recently celebrated 10 years serving the city and surrounding area. CT opened its office in Exchange Flags in November 2009. Today the 15-strong Liverpool team, now based in Castle Street, look after the business travel needs of 149 companies, including local firms such as Brookes Bell, which has been a customer since day one. CT Liverpool senior manager Angela Rouse (main picture, front left), who launched the office 10 years ago, said: “It’s incredible how technology has changed over the last decade and we now provide customers with online solutions to make booking business travel easier and travel apps to support them with duty of care and traveller safety. “But at the heart of our business is service – and that hasn’t changed. Customers want the technology at their fingertips, but they also still want the one-to-one relationship with us as their expert travel consultants.” One CT Liverpool client is Hitex International Group, the UK’s largest supplier of road marking and surfacing solutions. L&R Roadlines, a division of Hitex, developed the eye-catching rainbow crossings that temporarily replaced zebra crossings during last year’s Pride events. With their focus usually on road safety, the colourful stripes have sent a powerful visual message for emotional safety, in the form of diversity and inclusivity around the world. Pictured on the rainbow crossing, from left, are CT Liverpool expert travel consultant Francesca de la Cruz with Hitex’s Dominic Haynes; Peter Jones and Jill Kirchner. CT is always at the forefront of promoting equality and inclusivity and recently won the accolade of Travel Trade Gazette’s LGBT friendly travel company of the year.

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THIRD CT OFFICE TO OPEN IN SCOTLAND

Corporate Traveller is opening an Aberdeen office in May. CT’s regional operations manager for the North, Cameron Bengert told us: “Aberdeen is an important export market for Scotland and we already work with 23 different Aberdeen-based companies as well as a handful of others from the surrounding areas of Dundee, Elgin, and the Highlands. “A physical presence in Aberdeen means Corporate Traveller will be the only SME-focused travel management company with expertise in the industries of the North East and Highlands. “For years we have worked with many marine, offshore, and energy companies and designed a service especially for that market, but Aberdeen is more than these sectors.” He added: “We are recruiting for travel consultants and a business development manager to help fuel organic growth in the region. Edinburgh-based consultant Jackie Lewis is relocating to join the newly formed team. Gary Ward will continue as account manager for our Aberdeen clients.” The office will be based upstairs at our sister company Flight Centre store at 172 Union Street, AB10 1QT.

C H A R I TY D O NATI O NS Corporate Traveller is always looking for new ways to help good causes and, last Christmas, staff voted to make donations to charity in lieu of giving presents to CT clients – raising a staggering £30,000. Everyone embraced the idea, with many saying it was a wonderful thing to do.

Through Corporate Traveller’s regional UK hubs, clients have access to a team of local experts to ensure they get the most from their corporate spend. Each issue, we’ll bring readers a round-up of office news – and ask some of the team a travel-related question.

This issue, we ask:

Business travel has altered significantly in the last 20 years. How do you think corporate travel will change in the next two decades? Jamie Hird Travel consultant, Newcastle “I’d like to hope larger airlines will have implemented greener technologies to curb current emission levels. I think the rise of chatbots, virtual reality and artificial intelligence will evolve to feature in almost every encounter we have with larger airlines and hotels – however I’ve got a feeling that this will further prove the value of having an experienced human looking after business travellers behind the scenes. While more clients are utilising our online systems, they’re still looking to speak to someone with an in-depth knowledge of their requirements and an industry experience level that can’t be sought via a search engine.”

Edinburgh Glasgow

Newcastle

Victoria Litmola Account manager, Newcastle “I expect more travel will be booked on an app, people will drop off bags at an automated point at the airport and go through customs using digitalised passports and facial recognition systems. Who knows, maybe we will even be taking regular visits to space?”

Leeds

Claudja Coyne Manager, Leeds

Hull

Manchester Liverpool Loughborough Birmingham

Oxford Bristol

London

Woking Gatwick

“Check-in desks and passports will be a thing of the past and travellers will stare into the face of a check-in assistant hologram and have their eyes scanned before being allowed to board their flight.”

Clerkenwell Chancery Lane Vauxhall Wimbledon New Malden Waterloo

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