In this article, I am looking at the differences between booking your own travel vs using a Business Travel Agent (BTA) or Travel Management Company (TMC), as they are also known.
Many people challenge me by asking ‘why should I pay you to book my travel when I could do it online myself in a few minutes?’
The truth is, there’s no right or wrong way. It’s just a different approach.
Below is a detailed comparison between these approaches, which highlights the pros and cons of each.
The research process
To give you a real understanding of the work that goes into making a booking, let’s use the examples of a trip to Paris for a day and a 2-centre trip to Amsterdam and Munich. Examples of each as follows:
Example one – you need to visit a client in Paris for an all-day meeting
Self-book
For you to organise this trip yourself, this is the process:
Ascertain the route
Check via Skyscanner / Kayak / Opodo (other comparison sites available), which airlines or trains operate the route you require. If you live in the West Country, you might check options from Bristol, or from the Midlands, those from Birmingham or East Midlands etc.
Search each potential departure point
You will need to start a different search for each of the departure points you are researching but this is a worthwhile process to explore all of the options, so you can compare travelling times & fuel/taxi costs from your home to the airport/station, as well as airport parking prices if required.
Include all factors into the total cost of the trip
These ‘extras’ should be included with the overall cost of the trip to adequately compare like with like, if spend is the driving factor. The airfare from Birmingham may be cheaper than East Midlands but if it takes twice as long to get there, are any savings negated by increased fuel costs or parking?
Narrow down your options
Based on the alternatives you find, either follow the pricing through the comparison site or narrow the possibilities down to two or three.
Nb: While comparison sites are excellent for conducting research as to who operates where and when, it is advisable to be mindful of the pricing as there are instances when a fare is chosen & a booking is made, and the traveller is subsequently advised the fare is not in fact available or the price has increased by XX. There will always be variations between agents but these should be slight and the chances are that if one price is significantly different to all of the others listed, then it could well be a mistake.
Verify the information
With this in mind, you will then need to visit the relevant supplier websites (eg: Air France, Easyjet, Eurostar) to check the comparison site information you have sourced is correct (or at least in the ballpark). You can then make an informed decision about whether to book directly with the supplier or return to the comparison site.
Nb 2: Comparison sites will introduce you to many different agencies, some that specialise in business travel and others in leisure. Whichever you choose, it is important to make sure they are contactable, in an emergency, should the need arise. See the paragraph below ‘When you’re on the road’ which details what you need to do, if you need assistance while you are away travelling.
Using a Business Travel Agent
If you were to use a Business Travel Agent, here is the process:
Send your brief
Email or call the travel consultant that looks after your projects to submit your requirements.
Your enquiry will be acknowledged and a time frame agreed within which the information you need to make your selections will be sent to you. If any further details are required to expedite the request, they can be clarified at this time.
Consider the options
Your consultant will then conduct the, taking into account the company travel policy, budgets and your personal preferences.
The proposals will then be returned to you for your consideration & you can make an informed decision or revert with any questions.
Example two – ok let’s look at something a little more complex.
This is a two-centre assignment:
Part 1
You are a Project Manager & have an urgent install in a small town to the south of Amsterdam, starting next week. The install should take two full working days, if all goes well so your team of five engineers could be finished by 1800hrs on Tuesday but it may be later in the evening.
Part 2
You require half of the same team to complete a routine maintenance call 20 miles from Milan, starting 0800hrs on the Thursday, finishing up around 1500hrs, again all being well.
The other half of the team will return to the UK after the Amsterdam install has been completed.
Additional information
There are two bags of tools that the engineers need to take with them, so you are wondering whether the Amsterdam-only crew may drive & take the ferry or if they should fly and pay for excess luggage.
Self-book
If you are going to book this type of trip yourself, this will be the process:
First, look at the different modes of travel:
Consult the comparison sites, as you would for option one.
You will need to check the following possibilities:
- UK departure point/s to Amsterdam & return, by air
- Harwich to the Hook of Holland & return, by ferry
- Eurotunnel to Calais & return, from Folkestone
- UK departure point/s to Amsterdam, on to Munich & then return to the UK. There is unlikely to be an airline that operates all three required flights, so you may need to break the search criteria down into two or three sections.
Excess luggage
Generally, you can add the required excess luggage towards the end of the booking process, so you’ll need to navigate your way through this to obtain the cost, or visit the airline’s website.
Eurotunnel and ferry
When looking at the ferry and Eurotunnel information, be sure to enter the correct vehicle type, as some vans fall into a commercial category, which is a different pricing structure altogether.
Verify the information
As with example one, once you have narrowed down the options, you can then visit each supplier’s website for verification of the information.
Review the different scenarios
If the project is price sensitive, you can explore outbound travel on the day the job starts to save a night’s accommodation. If the schedules don’t fit with this or you think there is a chance the crew will arrive late onsite, then travel out the day/night before should be costed to ensure the engineers are in the right place at the right time.
Accommodation
Once you have established the travel contingent, you can look at accommodation.
Research the location
Google Maps is a good tool for locating accommodation options in the area the crew needs to stay and you can then visit a hotel comparison site, to gather pricing information. As with travel, your company’s travel policy should be consulted for standards and budgetary guidance.
Consider all costs
Not only do the costs of accommodation & breakfast need to be taken into account, so should the price of parking, wifi and any other items covered in the company travel policy.
You can then decide whether to book via the suggested agent or directly with the hotel.
If booking direct, you can visit the hotel website and complete via its online booking tool or if it is a very small property, you can email your request to them.
Be mindful when booking to include any specific requests there may be, for example – arrival information, parking requirements, twin beds in the room, late checkout, last-minute changes etc.
Using a Business Travel Agent
The process to research and book accommodation would be as follows:
Send your brief
Email or call the travel consultant that looks after your projects to submit the above brief.
Your enquiry will be acknowledged and a time frame agreed within which the information you need to make your selections will be sent to you. If any further details are required to expedite the request, they can be clarified at this time.
Consider the options
Your consultant will then conduct the research on your behalf, taking into account the company travel policy, budgets and your personal preferences.
The options will then be returned to you for your consideration and you can make an informed decision.
Understanding up-to-date regulations for 2020 & the effect Coronavirus is having on travel.
As well as the research set out above, it is important to check the current restrictions in place, globally, pertaining to Coronavirus. Factors to consider include:
- Whether self-isolation is required for passengers arriving from their departure location (I say location rather than country, as some restrictions are regionalised rather than applicable to a whole country) or a negative Covid19 test.
- Whether the hotel/s you are considering have any additional restrictions on client check-in. For example a negative Covid19 test. This is currently the case in some areas of Europe.
- Whether self-isolation is required for passengers returning to their point of origin or a negative Covid19 test.
- A period of self-isolation is required.
- Where face masks are mandatory.
The UK government currently tends to announce its Travel Corridor amendments, for England every Thursday. This is a good point of reference however there are exceptions so it’s important to stay on the ball.
Nb: This list is not exhaustive, just designed to highlight the required research when planning travel abroad. The information is easy to find via the relevant government websites but it can change without notice, so should be checked daily, in advance of all departures.
Nb 2: It is also worth noting that travel restrictions may be in place even when travelling within the same country. This needs to be checked out in advance as well, to avoid unnecessary inconvenience, failure to fulfil your clients’ requirements and of course additional expense.
Using a Business Travel Agent adds another tier of safeguarding in respect of current legal obligations and regulations associated with Covid.
Your Business Travel Consultant will incorporate the Covid19 information you need as part of the initial response to the brief you sent. The information will be accompanied by a caveat that it could change at any time, so ultimately it is the traveller’s or travel organiser’s responsibility however your consultant will prepare the advice and furnish you with the relevant links to their information source, so you can ensure you also keep updated with any specific request.
Company approval to proceed
Having completed the preliminary research and made your selections, it’s time to seek approval from the line manager/project manager/travel director / whoever needs to grant it, if that is the procedure within your company.
If you are taking care of the travel yourself, you can crack on and request the approvals you need to complete the process.
If you are using a Business Travel Agent, once you have advised your selections and passenger information, your Consultant will obtain the necessary approvals on your behalf and then run straight to the booking process.
It is pertinent at this time, if it hasn’t been done already, to verify the passenger details and check the eligibility to travel; ie: ensure passports are valid, whether a visa is required, Covid secure etc. If the passenger has travelled previously, the Business Travel Agency will hold the details in the personal profile, so will check their eligibility to travel as part of the initial research phase.
Now we are ready to start the booking process
Once you have the approvals, your bookings can be confirmed.
Self book
Revisit your chosen booking method and book. Some points to look out for:
- If there is a price variance in any component of the trip, you may need to seek revised approval to cover any increase, depending on your company’s travel policy.
- When you have finalised your reservations, be sure to file the documentation somewhere easily accessible for the duration of the trip.
- If you are booking for others, instruct them to also file documents safely.
Business Travel Agent
In the absence of any queries, once approval has been received, your consultant will make the agreed reservations, revisit approval if required, collate the confirmations and prepare one itinerary document, before sending it to you for review & filing.
The itinerary will be prepared in online form or if you would prefer as a PDF. Here all of the arrangements are set out in one place, for the travellers to refer to as their trip progresses. If the itinerary is misplaced, a copy can be requested from the travel consultant at any time.
Business Travel Agent’s Premium Concierge Service
Business Travel Agents hold profiles for every traveller they book for, from at least the first time they travel, which enables them to ensure personal information, such as airline/hotel membership numbers, seat preferences, dietary requirements etc are accessed and processed on every trip.
In addition, some Business Travel Agents offer a Premium or Concierge service. A more bespoke solution, generally reserved for Directors and VIPs but available to all. Employees travelling on business, away from home for days or weeks at a time deserve a little something special on occasion. At the very least, enhanced assistance with their trip is key, if they are to focus on the task at hand and spend less time focusing on the small stuff.
See our Wellness Guide for the effects business travel can have on mental health. Small acknowledgements from ‘management’ pay massive dividends when it comes to employees feeling appreciated, resulting in greater productivity and happiness in the workplace.
Upgrading to Concierge can be on a per booking basis or if you would like all travellers to have access, a monthly subscription can be beneficial.
Concierge benefits include:
- APIS entry for all passengers into all required bookings
- Online check-in reminders
- Online check-in procedure and emailed boarding passes
- Destination management assistance, for example, restaurant reservations, local gym or sports information, takeaway information, dry cleaning, spa treatments
- Taxi & chauffeur drive services
- Airport lounge passes
- Research local customs
- Security fast track
Ensuring your or your team’s safety when they are on the road
Whether a traveller is away for a day, overnight, a week or weeks, it is helpful for them to understand & know what do to or who to contact in case of unexpected changes of plan, delays or emergencies.
Self-book
If booking for yourself or others, you will have the company contacts to hand but it is also useful to locate airline / hotel / car hire desk (or other) numbers in advance, in case of unforeseen circumstances en route, which result in changes that need to be communicated to the suppliers of onward arrangements. If amendments can be made online, the links to do this should be provided but if not, then details at hand of who to contact are essential.
Remember all services associated with the trip will need to be updated; eg: flights, hotel reservations, train bookings, car hire, airport parking details etc.
Business Travel Agent
During office hours, your travel consultant will take care of any amendments you require. Similarly to the initial request process, simply communicate the situation by email, telephone call or your preferred method (WhatsApp and Text are generally available). Simple date or time changes will be expedited quickly however if the issues are more complex, your consultant will present the range of available options and propose solutions. Once a course of action has been agreed, your consultant will complete the bookings process, obtaining approval if needed and forward the confirmations to you in the usual way.
Do check the operating hours of your BTA. Some offer a 24/7 service but have a different number to call out of the day team’s office hours, which should be detailed on all travel confirmations and the BTA’s website. Others also offer a 24/7 service, whereby the number to call is the same as the usual daytime number.
If your BTA does offer a 24/7 service, the traveller (or you) can call or email them as required and the out of hours team will provide the same service as offered by your usual travel consultant detailed above.
Finance, Accounting & Reporting
Business travel spending needs to be reported to and accounted for by the company’s Finance Departments. All invoices and receipts should be sent to the appropriate place, along with the project code/cost centre / however your company attributes costs and in some cases a copy of the initial approval.
Self-book
The travel organiser, be it the traveller themselves or someone else, will forward confirmation copies and receipts as directed, along with the required supporting documentation.
If the travel costs have been paid via the employee’s personal credit card, an expense claim will need to be completed.
Finance departments will then collate the digital and hard copy receipts, assign each category of spend to a cost centre, process expense claims in cases of personal credit card payments or verify the company credit card spend against what was previously approved. It is therefore vital that a comprehensive log is kept of the travel spend and process, as the back office departments play no part in researching or making reservations, so need to be able to easily cross-reference and account for each transaction.
Business Travel Agent
Depending on your tailored process with your BTA set out in accordance with your preferences, they will report to your Finance Department in a number of ways, which can include:
- Send invoices through as raised
- Send invoices weekly, with an accompanying schedule of transactions
- Send weekly or monthly statements as agreed
- Send one invoice per month, covering all travel booked with an accompanying schedule of transactions
Invoices, reports and summary statements should be complete with traveller name/s, the organiser, cost centre (or equivalent) as well as any other factors agreed as part of the onboarding procedure.
In addition, your BTA can craft a series of reports in accordance with the data you wish to search by.
For example:
Per employee
Per cost centre / project code / department
Travel delays
Cost savings
Employee satisfaction
Per destination
Per airline/hotel chain / car hire group
Quick Assessment
As I said at the beginning of this article, there isn’t a right or wrong way. These are just different approaches. If you do decide to engage a BTA, you will then have the decision of which to choose … but that’s a whole different article.
Clearly there are advantages & disadvantages to both methods of fulfilling your business travel remit and these have been demonstrated throughout the course of this read.
Those who self-book have full control of the process and are ultimately responsible for the information gathered, arrangements made, distribution and storing of the documentation. There is also the saving of the BTA’s fees.
See our article on How much does a Business Travel Agent cost for further information around fees.
A BTA essentially saves time and arguably money, in the long term. It is down to the individual or company’s consideration of the opportunity costs of doing the work themselves vs engaging a team of experts to join the team and work the remit on their behalf.
