In this season of snow storm after snow storm, I sit back and think, "Hmm, this is the open/managed perfect storm." Let me explain.
Last week, I myself was in the DC area and was impacted by the "storm" that halted traffic and closed airports. (I have it storm in quotes because I didn't think it was all that!) I spent time in the airport and hotel watching and listening to travelers around me.
Managed - Those operating in a managed travel program were maybe calling their agency. Their glimmer of hope that someone on the other end of that phone can get them home and away from the madness. The agencies, struggling with the onslaught of calls, took the calls and did what they could to help the travelers with ever changing inventory and options.
Open - Those operating in an open environment found themselves calling the airlines, searching apps, standing in line at the counter in order to get the help they needed. In this situation, the airlines are the keepers of the seats. The guardians of the sacred space needed to get people home.
Who fared the best? Who got home the fastest? Who got the best rate? Who got their waitlist cleared more quickly? Who got that last seat on each plane?
Maybe more interestingly, what happens when they collide? What happened to the woman who lives in a managed program called the airline because she knew her status would help to get her taken care of. What happened to the man who lives in an open environment but called the agency to help because the airlines hold time was 45 minutes?
Ideally, the company would get all the information. The changes, no matter where they were made, were fed back to their respective companies so the companies travel management team can make sure their highest priority, safety and security tracking, is met. Hmm, novel idea...I know.
Because its only February, there are more storms coming...some from the sky, some from the industry. Either way, let just keep going!
Last week, I myself was in the DC area and was impacted by the "storm" that halted traffic and closed airports. (I have it storm in quotes because I didn't think it was all that!) I spent time in the airport and hotel watching and listening to travelers around me.
Managed - Those operating in a managed travel program were maybe calling their agency. Their glimmer of hope that someone on the other end of that phone can get them home and away from the madness. The agencies, struggling with the onslaught of calls, took the calls and did what they could to help the travelers with ever changing inventory and options.
Open - Those operating in an open environment found themselves calling the airlines, searching apps, standing in line at the counter in order to get the help they needed. In this situation, the airlines are the keepers of the seats. The guardians of the sacred space needed to get people home.
Who fared the best? Who got home the fastest? Who got the best rate? Who got their waitlist cleared more quickly? Who got that last seat on each plane?
Maybe more interestingly, what happens when they collide? What happened to the woman who lives in a managed program called the airline because she knew her status would help to get her taken care of. What happened to the man who lives in an open environment but called the agency to help because the airlines hold time was 45 minutes?
Ideally, the company would get all the information. The changes, no matter where they were made, were fed back to their respective companies so the companies travel management team can make sure their highest priority, safety and security tracking, is met. Hmm, novel idea...I know.
Because its only February, there are more storms coming...some from the sky, some from the industry. Either way, let just keep going!
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