7 Industry Secrets On What Makes a Great Travel Management Company

It’s no secret that travelling for work can help boost your business. From better customer relationships to improved staff morale, from networking to new business opportunities, the list of upsides is endless.

What’s not quite as well-known, however, is how to make sure you’re getting the most out of Travel Management Company (TMC). A TMC is an essential element in any successful travel program, but like anything, you need to know what you’re looking for, and what the measures of success are.

So, to help shed some light on the subject, we asked Malcolm Mitchell, Key Account Manager at Flight Centre Business Travel, for his top 7 tips on what to look for in a TMC, and how you can extract maximum value from them. And of course, we asked Malcolm to throw in a few examples of how we do things at FCBT.

Take it away Malcolm!

A travel policy is the number one way to curb excessive travel spend, but traveller preference often undermines this. At FCBT we channel bookings through an experienced travel manager that can drive best practice, stop out of policy behaviour and escalate anything that needs to be addressed at a higher level.

Whether travel is booked by travellers or a central travel booker, no matter how savvy, there just isn’t a comparison to a professional. Industry knowledge and experience, backed by great systems and buying power, offers another level of care and support. It allows staff to operate, while we do what we do best.

It starts with our implementation team building profiles and setting up finance preferences, and 8 years down the track, we can decipher a 3-word email from a CEO or help a new travel booker find her feet. Relationships overcome challenges, put smiles on faces and welcome new stakeholders when things change.

A “days away” report for travel insurance, a mileage report for carbon offsetting or a travel summary at budget time. Every booking, supplier, traveller and date is captured in PowerBI, and can be tailored to requirements.

Every client's process is a little different, but reconciliation is an expense that easily slips under the radar. Having one supplier consolidates all expenses for accounts payable. We chase the supplier invoices, handle any discrepancies, and supply a consolidated statement with any booking references needed, at payment terms to suit.

The Flight Centre brand can offer much stronger buying power then an independent SME. This could mean extra inclusions at the public rate, reduced excess on cars or upfront discounts, and where a customer’s spend presents the opportunity, we can also negotiate contracts on their behalf. Our travel managers will often use these supplier relationships to minimise cancellation costs, getting a waiver or favour on supplier T&C’s.

Moving a whole FIFO team off site before a cyclone or changing a traveller’s 6:30am flight because his kiddo needs a hospital, these are the hero moments we love. The duty of care and afterhours support we offer, go a long way to relieving traveller anxiety and can make the difference between doing business or a missed opportunity.

So, there you have it—the top 7 things to look for in a TMC, and how they can make a difference to your business. By embracing these tips, you'll have the support of a TMC that understands your unique needs, saves you money, and keeps you safe. Happy travels!