Today Principal Business Travel (PBT) is very excited to be celebrating it’s 25th anniversary!! Here our Founder & CEO, Ingrid Sanderson, takes a moment to reflect on the journey that has brought us to this milestone. With a deep sense of pride and gratitude, Ingrid shares her thoughts on the company’s past, present, and future…and most importantly her WHY.
Q: Ingrid, 25 years is an impressive milestone! What inspired you to start Principal Business Travel?
Ingrid: Thank you! It’s hard to believe how quickly time has flown by. Back in 1999, when I started Principal Business Travel, I had this crazy dream to create more than just a travel agency. I wanted us to be a real partner for our clients, not just booking flights and hotels, but becoming their ‘in house travel team’ — a trusted ally in their company’s success. I guess you could say I was aiming to turn the typical travel service into something more like a ‘business travel family’!
Q: What’s one of your fondest memories from the past 25 years?
Oh, there are so many! But the one that stands out from a few years ago is a client travelling on business to Egypt, who needed to get to Luxor. He was on a tight schedule (as business travellers always are), so when his flight into Cairo was severely delayed resulting in him missing his flight connection, he was straight on the phone to me. Hilariously, because it was late at night, he had attracted some fellow passengers who were at a loss of what to do as they couldn’t reach anyone to help them. They we trying to make alternative arrangements themselves and were in danger of missing their onward Nile Cruise if they didn’t get to Luxor by the following morning.
I quickly organised an overnight train from Cairo to Luxor (which I think became a party train!), so my client became tour leader, whisking his new best friends in taxis to Cairo Station and onto the train. Crisis averted, River Cruise Boat boarded, and meeting attended. Needless to say, the passenger involved is still a great client today!
Q: The travel industry has faced some serious challenges over the past 25 years. How has PBT managed to navigate through crises like Brexit, the pandemic, ash clouds, and economic recessions?
Oh, where do I start? Each of those events tested us in different ways. The ash cloud in 2010, for example, was a logistical nightmare—flights grounded across Europe, and clients needing to get home or to urgent meetings. We had to think fast, get creative, and pull every trick in the book to reroute and reschedule. Brexit, with all its uncertainty and new regulations was like navigating a maze, but we stayed informed, adapted quickly, and made sure our clients were always a step ahead.
The 2008 recession was another big challenge. At the flip of a coin, financial controllers slashed travel budgets, and companies were under immense pressure to cut costs. We had to think strategically – helping our clients find smarter, more cost-effective ways to travel without compromising on service. It was all about proving our value in tough times, and I’m proud to say we came through stronger, with even deeper client relationships.
And of course, the pandemic—nothing could have prepared us for that. We went from arranging travel to helping clients navigate cancellations and ever-changing restrictions almost overnight. But through it all, our commitment never wavered. We’ve always been about more than just travel—it’s about ensuring our clients feel supported, no matter what the world throws at us
Q: Any particular challenge that stands out as a defining moment for PBT?
Ingrid: The 2010 ash cloud was definitely one of those instantly defining moments, cementing my passionate belief that booking via an agent is invaluable. But I’d say the pandemic was the biggest challenge we’ve ever faced. The travel industry was turned upside down, and there were days when it felt like the ground was shifting beneath our feet. But we kept our focus on what mattered most – our clients. We adapted quickly, communicated constantly on global health/vaccination updates and travel restrictions etc, and found ways to support them through the chaos. Then we welcomed back their travel requests with open arms as things started to return to normal. It was a tough time, but it brought out the best in our team. We became stronger, more resilient, and more innovative. It showed me just how committed we are to each other and to our clients.
Q: How has Principal Business Travel evolved over the years?
Ingrid: Well, it’s been quite the journey! We’ve always had a strong focus on customer service, but over time that’s evolved into what I like to call ‘customer nurturing.’ We don’t just serve our clients; we look after them. And now, we’re taking it a step further with our new wellness initiative and customer rewards programme. We’re not just booking travel; we’re ensuring our clients arrive at their destinations feeling good, both physically and mentally. It’s all about creating a holistic travel experience that supports our clients in every way.
Q: You must travel a lot yourself, Ingrid. What’s your top tip for staying well, focused, and successful while travelling on business? And where’s your favourite place in the world to open your laptop and enjoy the view?
Ingrid: I do travel quite a bit both on business and for leisure of course – and sometimes a blend of both! My wanderlust has taken me to all corners of the globe from the Norwegian Fjords (where this picture was taken very recently) to the rest of Europe, the Middle East, Asia and Australasia.
I’ve learned that staying well on the road when travelling on business is all about balance. My top tip is to create a routine that you can stick to, no matter where you are. For me, that means starting the day with some light exercise, whether it’s a quick stretch or a walk. Staying hydrated and eating well are key two simple things, but they make a huge difference. I also make sure to carve out some quiet time to reset, whether it’s a few minutes with a book or just grabbing my camera and taking in the surroundings.
As for my favourite place to open my laptop, that’s an easy one – Mandelieu-La Napoule in the South of France. I’ve been to the area so many times over the years on family holidays and on business and it’s truly my happy place. There’s nothing like sitting on a terrace overlooking that deep blue sea stretching out before you. It’s a place that instantly calms the mind and inspires creativity. Plus, the sunsets are absolutely breathtaking—definitely not a bad way to end a workday!
Q: You’ve built an incredible team over the years. How has the team contributed to PBT’s success?
Ingrid: I can’t say enough about the team—both past and present. Over the years, many talented individuals have contributed to our success, and even though some have moved on to new adventures, their impact remains a vital part of our story. Each person who has been part of Principal Business Travel has left their mark, helping us grow and evolve into the company we are today.
As for the team we have now, they’re truly the backbone of PBT. We’ve steadily grown into a strong, cohesive group of professionals who share a deep passion for what we do. Their dedication, creativity, and resilience have driven our success, especially during challenging times, this team has consistently gone above and beyond. I’m incredibly proud of how we’ve grown together, and I’m excited to see where this amazing team will take us as we move into our next quarter century!
Q: What’s next for Principal Business Travel?
Ingrid: The future is looking bright! We’ve achieved so much over the past 25 years, but there’s always more to do. As I’ve mentioned, we’re constantly exploring new ways to enhance our services, especially with a focus on traveller wellbeing in light of emerging awareness on stress and challenges to mental health that our fast moving world places on us. Our upcoming business traveller wellness initiative (to be announced later this month) is just one example of how we’re adapting to the changing needs of today’s travellers! I’m absolutely committed to putting employee wellness that at the top of company agendas when it comes to developing travel policies – ‘put your people before your profit, and your profit will take care of itself’ is my motto! I’m excited about what’s to come and the difference we can make to our clients’ lives!
Q: Any final thoughts as you celebrate this milestone?
Ingrid: This anniversary is a wonderful time to reflect and be proud, but it’s also about looking ahead. We’re celebrating the incredible relationships we’ve built with our clients, the challenges we’ve tackled together, and the exciting journey that lies ahead. I’m delighted with what we have achieved as a team so far and I can’t wait to see what the next 25 years will bring. I am toasting more adventures, more success, and more memories – starting with a spot of cork-popping; well, it would be rude not too, wouldn’t it?!
Q: Any final thoughts as you celebrate this milestone?
Ingrid: This anniversary is such a wonderful moment to reflect and be proud of all we’ve achieved, but it’s also about looking ahead to what’s next. We’re celebrating the incredible relationships we’ve built with our clients, the challenges we’ve overcome together, and the exciting journey that still lies ahead.
At the heart of everything I do is my family—they’re my true “why.” I’ve always wanted to give them the freedom to travel, see the world, and chase their dreams, and that same passion has driven me to build a company that allows others to do the same.
I’m really proud and delighted with what we’ve accomplished so far, and I can’t wait to see what the next 25 years will bring. Here’s to more adventures, more success, and more memories—starting with a spot of cork-popping, of course! It would be rude not to, wouldn’t it?
