Rearview Mirror Moment

This time of year, you hear about many lists.  Could be the top news stories, the most popular names, the craziest sports moments, you name it.  So, with that in mind, I am going to look back on the top 10 things in travel for 2014 in my mind. 

1 – Not one but two missing airplanes.  (I didn’t say it would be all good things.)  Seriously?!  We live in a world where I can track my kids on their phones and yet we can’t find two huge planes with many people and goods on board?  Let’s hope 2015 is the year of Next Gen!

2 – Money, money, money.  2014 will go down as a profitable year for many suppliers in the industry, including airlines.  That’s awesome news for them and for everyone who travels.  Having suppliers who are fighting to keep their heads above water isn’t a good place for anyone. 

3 – Growth or not?  Last year at this time, people were looking at the growth in China as a sign of their financial prosperity and times to come.  Then, the growth slowed.  Does this mean China is less important to travel and the industry?  No.  It does mean that even the most robust economies can suffer setbacks.  Let’s remember that China is still in a growth pattern, just slower than in the last 3 years. 

4 – Fuel prices.  With fuel prices on the decline, it’s a nice break on the pocketbook for consumer as well as airlines, car companies, ground services and even hotels!  However, for countries dependent on monies from oil and gas, it could prove to be a challenging 2015. 

5 – Travel is up.  Corporate travel, personal travel and meetings and events travel is up in most measured metrics.  Transactions, spend, room nights, cost per mile, etc. 

6 – Merger mania is alive and well in travel.  The list includes airlines, agencies, ground services, technology companies or hotels, but rest assured, the industry is no stranger to merger mania and I don’t see that changing anytime soon. 

7 – Disruptors abound.  Apps and services like AirBNB, Uber, Lyft and Hoteltonight are finding their way onto people’s phones and tablets and therefore, into programs. 

8 – 2014 will go down as the year of the customer.  Airlines, hotels, car companies and agencies are all focusing on getting closer to their customer and wanting to meet their needs better than the other guy.  Measurements around customer satisfaction are held in higher regard by all suppliers, which wasn’t always the case in the past.  They have learned that taking care of the customer is important and yields success.  (Refer back to number 2.)

9 – Not a news flash, but technology is king for the road warrior.  Travelers used to pick up the phone to check things like flight status and gate info, but now, it’s all in the palm of their hands.  Some hotels are allowing travelers to check in, select rooms and even check out on their apps.  It’s about the customer experience (refer to number 8) but let me tell you, suppliers who neglect to have people to be the oasis in the day, will suffer.  Apps and tools can only take you so far, when things go wrong, really wrong, people need to talk to someone and until some major advancement in technology occur, that won’t change. 

10 – Risk management is on the minds of everyone in the business.  Whether its helping an employee replace a lost or stolen passport, or helping a group of employees in the middle of hostile government situation, risk and traveler safety needs are challenging and changing all the time.    

Gift of Time

Two weekends ago, I got my Christmas present. 

As some know, I was high school and college athlete and my parents were my biggest fans.  They traveled by car (actually, our old green van...man, if that thing could talk!) all over the region and even the country to watch me play sports.  Being the youngest of seven, my kids are also the youngest grandchildren on my side.  My Dad passed away before my kids were old enough to be in sports and my mom, while pretty healthy, hasn't been able to see the kids in their sporting events.  Two weekends ago, that changed. 

My mom spent the weekend with us and in a flurry of friends stopping to see her, gyms, bleachers and whistles, mom was able to enjoy watching my kids play basketball.  She watched some close games, some wins and some losses.  She yelled at the refs, she cheered on the kids and their teammates, she laughed at their antics and loved every minute of it. 

When people talk about the gift of time, THIS was a true gift of time.  She didn't come bearing gifts wrapped in paper with a bow, she gave us all something much more valuable, her time, her love of sports and her love for all of us. 

So, that weekend, I got the gift I have been dreaming about for years.  I hope this year, all of you share the gift of time with someone you love and know that time can't be wrapped in a bow, but more appropriately, wrapped in a hug.  Merry Christmas, Happy Holidays and here's to an amazing 2015! 

What's On My Mind?

Well, if you look at the calendar, you can guess that there are a few things going on at my house including readying for finals at school, Christmas in our home and a new year rounding the corner.  That's nothing new...but what is going on in my head as it relates to our industry?

Interline bags - Now, some might look at this and say, "It's not a huge deal."  To some, I say you might be right, but this IS impactful to travelers.  Think about the guy who flies from Portland to Denver on Frontier to connect to a United flight to London.  Have the airlines considered their minimum connect time in order for him to reclaim his luggage in DEN, get to the next counter, recheck his bag, get back through security and MAKE his connection to London? Probably not...

Changes made by carriers in their frequent flyer programs - Many on "my" side of the industry have taken the approach that points programs are not their concern or issue.  However, the changes have made it something we need to be aware of and watching.  For instance, we are already trending habits of our travelers who know that the more they pay for their ticket, the more miles they will accrue.  We have seen anticipatory changes in advance purchase and one-ways travel bookings on the rise and have had to make steps to address those changes.

Disruptors -  Services like Uber and AirBnB were not created to make the lives of corporate travel managers challenging.  They were created to fulfill a need or answer a consumer question.  While I do not condone either of these services, I think they have created a service model that travelers expect in their booking opportunity.  OBT's that are not innovative or user friendly will favor in the eyes of the traveler and therefore the travel manager. 

Fuel, fuel, fuel - While I am enjoying the break at the pump, I am not seeing that break in the marketplace.  I get it that the airlines and car service companies are still making up for $120/barrel hikes, but I did some tests and found that the "surcharges" (no one calls them fuel surcharges anymore because that is too transparent) range from 10%-33% of the cost of an international ticket!  And that was only a few markets I tested....it could certainly be higher than that but when I saw 33, I had to stop before my head popped off! 

So, while I would love my head to be filled with vision of sugarplums, that's not how my head works.  Next week, however, I promise a message of joy and peace to take us out of 2014 and look into 2015 with anticipation! 

 

Then There Were Two

In an effort to make the boarding process more effective, airlines have been focusing on the "two carry-on items" rule.  They are also enforcing the size of the carry on bags and for all this, I applaud them!  As a business traveler, it drives me crazy to see someone trying to get on a plane with a bag one of children could fit in and calling it a carry on!  So, here is my effort to help the airlines out:

1 - Two items, is two items.  I don't care if you stuff fourteen small bags into two appropriate sized bag, but two is all you get!  The other day, I walked on a plane following a woman with two bags and when she left, she had four.  I had to make sure she didn't steal one of mine, but whatever...she made it work and she was the one that looked like a pack mule leaving the plane, but she knew and followed the rules!  

2 - One item is intended to go in the space above your head, the other, in the seat in front of you.  Everyone who reads my blog knows that I am fan of bulkhead, so there are times I have to put two items up, but the trained flight attendant has planned for that.  Anyone NOT in exit row should follow the rules and have one bag in each location. If they don't fit that way, they are not appropriately sized. 

3 - Companies like Airbus and Boeing are making overhead storage more effective and I love that.  However, that doesn't mean a bag large enough for my child is going to fit.  Yesterday, I watched as a man tried to get a bag into an overhead bin and no matter how he tried, he couldn't.  Then, he tried to move my bag so he could put it in sideways.  I considered it until I realized he intended to move my bag (appropriately sized by the way) four rows back.  That would have made de-planing loads of fun! 

4 - This leads to my last comment, someone has to stop the person sitting in row 34, from placing their bag in the bin at row 12.  You all have seen the person toss their bag in the first opening and keep walking to their seat twenty rows back.  Dude, take you bag with you because the person in row 12, has to have a place for theirs as well. 

As corporate travelers getting into a busy season of people who don't travel all that often, let's remember to be forgiving, be patient and be kind.  AND, when you see an airline agent trying to get someone to follow the rules, stick up for them!  Tell them how much you appreciate their consistency and their ability to protect the coveted space available to all passengers.  This is not a glorious time of year for anyone who works at the airport.  There are emotions, families, dreams of the perfect holidays, etc.  So, be there for the gate agent, for the flight crew and show your support with a simple smile and thank you.  In the end, we will all keep going! 

What's Wrong With Being Happy?

This summer, during the inaugural WINiT event, I was sitting with over 300 women and men and was asked the question, "Who wants to be a CEO?"  Looking around the room, less than 20 hands were raised.  I was surprised by the small number, but then it got me thinking.

There are people who want to escalate their careers, but not be CEO's, that makes sense and we all get that.  What we don't often think about is the people who are simply happy.  

They are the people who simply want to be the best person for the job they HAVE!  They want to be able to face off another person for that role and show they are still the best person for the job.  They don't aspire to climb the ladder and take on their boss for their next roll.  They want to continue to grow and learn, but acknowledge that can be done in their current role.  Now, some might think of that as "limiting" or "settling" but let's think about it, they are happy and who doesn't want people to be happy! 

I have worked with, lead and mentored people like this in the past and I applaud their honesty, their work effort and their heart.  They have found their place in the world and while not wanting to become stagnant, they also are happy with their achievements and where they are in life.

Outside of world peace, end to terminal illnesses and ending war, being happy is right up on there on everyone's wish list for the world.  Let's applaud the people who are happy and still growing.  In my quest for all the above, I keep going! 

Fortune Cookie Wisdom

This past weekend, after a morning of volleyball, I took my daughter to her favorite Asian restaurant for lunch.  When the meal was over, we partook in the obligatory fortune cookie regimen.  Mine, this week, read, "Being a good sport is far better than being good at a sport." 

We have seen the parents who are living their lives vicariously through their kids.  They want their children to be stronger, faster and better than the next kid.  They clap when someone on the other team gets hurt and they smile proudly when they retell the story of their child hurting another in the field of competition. 

As many know, I was an athlete in high school and college.  My parents were my number one fans!  They drove all over the country to watch my teams play.  They cheered me and my teammates on in good games and in bad.  They worried about everyone in the gym and if someone was hurt, even the opponent, they were concerned.  We won many of our games, but when we didn't, I didn't get to feel sorry for myself, or walk off the court disrespectfully, or blame the refs, or blame my teammates, or blame the coach, or...well, I think you get where I am going.  My parents taught me to be a good sport! 

So, if my kids aren't the best player on their teams, I am okay with that.  My hope for them is that they set an example for their teammates in working hard, giving 100% and genuinely caring about the team!  I also know they are kids and sometimes, they really do want to play and really do want to win...so, in a lesson from my parents, I will remind them that winning isn't about the score on the scoreboard or the amount of playing time tracked, its about the person you become by winning some and losing some! 

Cheering from the sidelines, I keep going! 

Innovating at the Speed of Light.

These days, things are moving at the speed of light.  The minute something makes sense or you finally understand it, its replacement is a month old!  Has that changed how we learn, work or even how we create and innovate?  Absolutely! 

When Thomas Edison created the light bulb, his idea was to create a product that could light a single room without a flame or fire.  Sure, he was always thinking about other things, that's what brilliant people do, but his focus was on the light bulb.  He was deliberate, focused and calculated, all good attributes.  

Today, we think differently.  I recently read a report that shows the average person has 35-48 thoughts per minute!  Not per hour, per minute! That means in the time it takes you to read this blog, your mind may have wandered in 30 different directions, or more.   Are we still deliberate, focused and calculated?  Sure we are, but we are just doing all those things more quickly and certainly with more resources than ever before! 

When the light bulb was created, people were simply darn happy that it existed.  Today, the minute something is created, founded or dreamed, there is someone else trying to change it to make it faster, better, smaller, bigger...you name it. 

Have we lost the ability to ponder because decisions and changes are made so quickly?  I don't think so, but life and the world is speeding up and we have to prepare ourselves and our children for that!  The next time you turn on a light, think about how many years that was in the making, then think about all the advancements in the last 10 days and remember the speed of light hasn't changed, but everything else has!  Keep going! 

Do You Feel That?

Today in Fargo, we are looking at an amazing autumn day with temperatures in the high 60's, low 70's, which for this time of year is awesome.  But, the winds are changing direction, the temperatures are cooling and before we know it, we will be shopping for Halloween costumes that fit over a winter coat. 

So, knowing Old Man Winter is around the corner, how does that change how you book or think of travel?  Historically, you could hear people say, "I don't want to connect through or travel to places like Denver, Minneapolis or Chicago this time of year."  Let's, however, look at last year, New York, DC, Seattle, Boston, Pittsburgh, Detroit, and even Atlanta and Dallas were impacted by my friend Old Man Winter.  (That's not a complete list either!) 

Does this mean we should all hunker down and spend the winter at home?  NO!  I know my friends at the airlines are working fast and furious to come up with improvements on how they manage weather issues.  They are working on better ways to communicate with passengers, better ways to give them options when they are impacted, and even better ways to get operations back up and running after a storm.  They know this is a customer service issue for them and they also know that financially, this is something they need to improve upon. 

So don't be afraid to travel this winter.  Just know the first thing you should pack is a good attitude, second, your courteous demeanor and third, a toothbrush in your carry on...just in case.  With a toothbrush in my computer bag and warm coat for my flight back home to Fargo, I vow to keep going! 

Breakfast at Mel's Diner

Last week, I attended Oracle OpenWorld.  For those unaware, it’s an event where 60,000 people come together to learn, interact, network and exchange ideas.  It’s always a great event and I enjoy being a part of it. 

One morning, I was on my way to a meeting and decided to pop into Mel’s Diner for a quick bite on the way.  I was instructed to take an open seat at the counter.  I sat down and was greeted by the man to my left with a, “Powering up before a long day?” comment.  To which I agreed.  We started up the typical conversation around the conference, the keynotes, education session, the normal chatter.  The man to my right joined in and before we know it, we had 5 people, sitting side by side, all chatting about the conference. 

That isn’t anything new, that happens all the time, but what struck me was the geographical make up.  Two seats to my right, a fellow employee from eastern Europe;  on my right, an attendee from South Africa; on my left, an attendee from Turkey and to his left, an attendee from Brazil. 

This reminded me about how travel REALLY makes many things possible.  It means I can have breakfast and share in a great conversation with 4 strangers from all over the world.  It also means I can be home and have dinner and an even better conversation with my family that same day.  Travel means that 60,000 people can share in an experience, can learn, can interact and network and by the end of the week, be back in their own countries taking back what they learned, experienced and maybe thinking fondly about a conversation they had over breakfast at Mel’s Diner. 

Travel makes things happen and so, while staying home for a week or two, I keep going! 

Changing the Conversation

A few weeks back, I attended a conference called Innovate.  It was a good event with thoughtful conversation and deeper insights to what we in travel are faced with these days.  I went into the conference with the same ideas that I left the conference with, the conversation(s) needs to change.

Supplier conversations need to be more strategic and instead of looking back, look ahead.  What are they doing that we can support?  What do we need and how can they can support that?  What are the goals of each company and even, each person in the room?  

Discussions with leadership need to change from "What have I done for you lately?," to "What am I doing for you today?"  Your job is to make sure there are no surprises that come from your wheel house.  Leadership should know that you are looking to the future to anticipate what is happening so you can guide the ship around any rough waters. 

Discussions with travelers need to change, or if they are not happening, they need to start.  I know, as well as most, that our travelers make my paycheck happen.  What can do to make their jobs, while on the road, easier and more effective.  How can their valid pain points become areas of opportunity for our suppliers. 

No one wants to be a number, (ASP, ADR, CPM)  we want to be people with thoughts, ideas and suggestions.  When we stop looking at travel as a transaction, but as as an experience and in instance that we can shape, we can take this conversation to the next level. Keep talking, keep going! 

What I Learned This Week

This post is later than normal because life has been anything but normal.  My Mom was found in her apartment on Saturday night by one of my brothers and since then, life has been a little off.  First of all, she is on the mend and getting stronger everyday.  Second, I took a few lessons from this week that I want to share.

1 - Family is family and that's awesome.  Being the youngest of seven, I know my place.  Mine is to listen, take in all the info, communicate and clarify as needed and share my views and ideas.  There isn't one person in our family that makes the final decisions.  We all have a say and we all get the same opportunity to share our thoughts.

2 - I am a LOT like my Mom.  She is serious when it's time, she is funny when it's needed and she is tough as nails.  Side by side with my Dad, they raised seven kids so all of those characteristics needed to be a part of her life on a daily basis. 

3 - The world is different for those over 75 and sometimes, some people don't get that.  Mom had one of us kids with her when she needed to answer all the questions and even though she is smart as whip, there were times she didn't understand the question.  I worry about those who don't have someone with them in these situations.  I worry about the answers given to a question they might not fully understand. 

4 - Life is worth it!  Sure, my Mom didn't want to spend 4 days in ICU and certainly doesn't want the next week or two in the hospital, but life is worth it.

5 - Anyone involved in the medical field needs a pat on the back!  No matter if you are doctor, nurse, CNA, lab tech, cleaning person in the hospital...it's not an easy job.  You are dealing with people with all ranges of abilities and emotions.  You deal with family members with even more abilities and emotions.  You do it in stride and most of the time, with a smile on your face.  When you go home at the end of the day, you must be exhausted!  Not just from the work, but just from being in that "stuff" all day.  So, I applaud you and thank you!  Not everyone can do what you do!

I hope people are learning something everyday, because I sure am.  It might not always be things that are worthwhile, but I thought these were for sure.  So, I'm gonna go call Mom to see how she is and keep learning and keep going.  

How can walking through an airport save a life?

I used to walk through a busy airport or crowded hotel lobby with haste and wishing everyone would just get out of my way.  In the past year or so, my walk through the airport or hotel lobby has changed.  Heck, my walk through the local grocery store has changed.  Why, because I am aware of a sad and sickening problem we are all living with, human trafficking. 

People are being moved in cars, trains, hotels and stores.  People are being bought and sold for enslavement, sex and exploitation.  Children, teens and young adults are being taken from their families under the guise of a better life only to become a statistic.  These victims are directed what to say and to whom they can engage in conversation.  Their actions and words are controlled. 

Have you seen them?   Maybe it was the teenage girl on the plane last week who couldn’t look anyone in the eye and was blindly following the young man in front of her.  Maybe it was the 20 year old male who wasn’t allowed to go into the bathroom in the hotel lobby by himself.  Maybe it was the 8 year old boy who was in the car, by himself, at the grocery store who looked deep in your eyes and that made your stomach turn. 

How would you know?  You can never REALLY know because its more than a gut feeling.  But without paying attention, you will certainly never know. 

What should you do?  Report it!  Talk to airport security, talk to hotel manager on duty, stop and ask the boy if he is okay or call the police so they can make sure he is okay.  Even if in the end, its not an issue, if it was your child, your niece, your friend, wouldn’t you want someone to at least try? 

My call to action today is to everyone, whether you live in Olga ND or Shanghai China, pay attention.  Look at what’s happening around you.  As a traveler or even broader, as a citizen of this universe, we are called to take action to protect each other.  Don’t be in such a hurry to live your own life that you don’t help to save the one next to you.  Be diligent and keep going! 

It's a seat....

How many times are you asked to changes seats so someone can sit together?  On an hour and forty minute flight last week, I was asked this three times and yes, all on the same flight!!!  First, let me remind people (or possibly tell people who don’t know me) that I am 6’2”.  I am very selective about my seats.  I very much enjoy exit row aisles and at times, on the right plane, bulkhead.  Keep in mind, that I have earned the status to select these seats as well.   Lastly, the only time you will see me “opt” for the window is when I am travelling with my husband who is at least 4 inches taller than me and enjoys the aisle as well. 

So, to be asked three times to give up my exit row seat, seems like a huge ask.  First reason, the girlfriend wanted to sit by the boyfriend.  Declined.  Second reason, the woman next the requester had a dog and they were looking for anyone to change seats.  Declined, however, I did feel for this guy because I have allergies as well and that’s a pain!  Third request, the guy just had knee surgery and would appreciate the extra space.  (Hello…its emergency exit…I don’t want someone with a brace in those seats!)  Declined. 

Trust, there are situations in which I will trade seats, but it would have to be pretty compelling.  I wonder how much of this is caused by the airlines not giving out seats readily and people are having to deal with all this “stuff” at the airport or worse, while on the plane.  Either way, I like my seat, that’s why I chose it!  So, while happily sitting in my exit row aisle, I will keep going!