International travel spotlight: CTM reviews global travel experiences
Organisations are getting back to business and travelling internationally again. Corporate Travel Management (CTM) employees have embraced the opportunity to take to the skies. In this blog, they share their recent international travel experiences and provide useful insights on what business travellers can expect on their next journey.
Annabel Ausmus, CTM Global Chief Marketing Officer, travelled to the United Kingdom in February 2022, commenting on the “common purpose and feeling” shared amongst other travellers.
What was different about your travel post-COVID?
The in-flight, transit and arrival experiences were very familiar to pre-COVID travel. The biggest difference was in the pre-check-in stage, requiring more pro-active research and preparation to complete travel approvals (destination travel declarations and COVID testing) and the requirement for additional travel documentation (digital or printed). And I found I needed a larger carry-on bag than previously to account for extra paperwork and masks.
Was there anything that was simple or easier about your experience than you expected?
The actual flying experience was incredibly familiar, just like riding a bike. Singapore Airlines provided a handy COVID-travel kit consisting of a face mask, hand sanitiser and surface wipes. And inflight meals, entertainment and service were exactly the same as pre-COVID.
What travel or cultural experience left the biggest impression?
Watching the flight path map and seeing the plane leave Australian shores was quite emotional! An overwhelming sense of freedom and adventure. What struck me about Singapore and London Heathrow airports was the hustle and bustle of different cultures and languages, full departure boards and a feeling of being around like-minded people – everyone seemed to have a common purpose and feeling, which was really comforting. Listening to stories along the check-in queues about where and why people were travelling was very community-spirited, something quite unique and special to travelling in a newly reopened world.
What did you realise you missed most about international travel?
Cultural diversity, the smells and sounds of foreign places and people. Simply knowing that there is a huge and varied world out there just waiting to be rediscovered was inspiring, invigorating and exciting and a reminder of how small and limited our worlds have become since the pandemic.
What message would you want to ensure your fellow travellers take away from your experience as travel opens again?
- Good preparation is key. COVID testing, vaccination certification and permits/declarations vary by origin, destination, transit point and carrier and are strictly adhered to. Be sure to check requirements for all destinations (including transits) and carriers and ensure that you meet the most restrictive requirements. Some destinations require a PCR test (verify the maximum time before travel) while others may accept a professionally administered Rapid Antigen Test (verify the maximum time before travel). PCR tests are more universally accepted as the gold standard, but typically cost more. Check availability of local testing providers at each destination – I found it difficult to find a provider open on a weekend. But most major international airports offer onsite testing, which is a convenient way to test. Be sure to allow sufficient time to book, queue and await your results prior to your check-in time – I chose to stay at the airport hotel the night before departure to get my tests completed the day prior to travel.
- Allow plenty of extra time at every stage of your travel, as processing can take longer and can add stress if you’re under-prepared. At least 3 hours for check-in, more if you can for busy airports like LHR.
- Remember, you are not alone! Many fellow travellers are working through the same requirements and processes, and airport staff are working hard to make travel as easy as possible. Lean on your travel agent to access and verify your travel requirements, but be prepared to check details regularly as changes do occur.
Allison Dodd, CTM EA to the Managing Director, travelled to Houston in January 2022, recalling how “there is no substitute” for the experience of travel.
What was different about your travel post-COVID?
In all honesty, the impact of COVID was felt throughout my international travel. Specifically:
- Check-in took longer due to departure checks and more paperwork than usual.
- A mask was required to be worn for the duration of your flight.
- Airline transfers between terminals were not guaranteed to be running.
- Limited duty-free and general operations available in terminals.
- Some hotel services were impacted.
What part of your travel experience felt the most “normal”?
At its heart, it all felt normal. After processing through check-in, security, immigration, and customs, I was able to enjoy a glass of wine in the lounge and check in on FaceBook like I usually would. During my flights, I kicked back and watched some new movies. Moving between the terminals in LAX and removing your shoes at American security checkpoints was all familiar. Not to mention picking up the duty-free on my way home. All these things at their core were exactly the same.
As complexities ease, as we are seeing across the world currently, some of these COVID changes will remain and become more embedded, but the journey itself really hasn’t changed.
What guidance, tools, or apps were helpful during your travel experience?
I was in the US for a month and my phone was my greatest asset. I took a 2nd handset and purchased a US sim card prior to leaving. As QR check-in and menu codes were everywhere, the sim card meant that I wasn’t constrained by Wi-Fi and data wasn’t a concern, especially when using social media, UBER and so on.
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In Houston, Texas, where I was based, Taxis are almost obsolete, UBER is the only option.
Was there anything that was simple or easier about your experience than you expected?
I found the assistance and customer service were easy to find and of an exceptional standard. The staff showed immense resilience and their willingness to help and adapt really stood out at every touchpoint, from airline check-in to hotel check-out.
What travel or cultural experience left the biggest impression?
Experience is the keyword in that question. When was the last time you got off Zoom and said that was a great experience? Everything is big in Texas, the big flavours of BBQ washed down with an equally large Margaretta, the big trucks, the Walmart superstore, the influences of the Mexican culture and the proud, sporty Texan lifestyle. I experienced all of that. It’s why I love to travel, there is no substitute.
What message would you want to ensure your fellow travellers take away from your experience as travel opens again?
Be prepared, patient and flexible – there is always another flight, another hotel night, another car. I spent a month in North America, and it wasn’t a hot mess of COVID woes. Was travelling impacted, yes – but planning, having a flexible attitude and having good travel partners, airlines, hotels and of course CTM, will absolutely make the difference, and it is worth it.
Marlon Davey, CTM Head of Regional Sales, Asia, headed off on a ‘workcation’ in October 2021, feeling ‘lucky’ to be taking to the skies again.
What was different about your travel post-COVID?
It was a bit more emotive than usual. There were noticeably fewer people and more organisation needed pre-trip (i.e., printing the vaccination certificate). It was bittersweet that I had a row to myself except on the Phuket – Bangkok flight which was full and was basically back to normality.
What guidance, tools, or apps were helpful during your travel experience?
For returning to Singapore, use the Safe Travel Concierge website, this gives you a checklist of what you need. Just be organised, and even though we’re in 2021, print your documents as it speeds up the airport experience. Use the Facebook group ‘Travelling in and out of Singapore’ as many questions are answered there. Your airline will also help with that. I confirmed exactly what documents I’d need to present at check-in in Singapore to enter Thailand ‘Sandbox’ scheme.
Was there anything that was simple or easier about your experience than you expected?
Arrival, was no different in terms of timing in both Singapore and Phuket, everything was organised, and you are guided at every stage. It was actually easier because you don’t have to look at any signs.
What travel or cultural experience left the biggest impression?
Arriving in one of my favourite countries in the world, greeted by the welcoming Thai hospitality. It was also good to see Thailand ramping up given the country depends heavily on travel and tourism. Having only joined CTM in January 2020, it was a wonderful experience travelling to meet a client in person. It was a great experience.
What message would you want to ensure your fellow travellers take away from your experience as travel opens again?
Don’t put travel off. If you have everything in order it’s easy. Also, right now is the most difficult that it will be. If you are looking at travelling into Europe, in most countries all you’ll need to show is your vaccination status.
Mike Kubasik, CTM Global Chief Technology Officer, took to the skies in October 2021 to connect with CTM colleagues in Europe and attend the IATA Digital, Data and Retailing Symposium, Madrid.
What was different about your travel post-COVID?
The standout was the attention to sanitisation while travelling. It felt clean and safe at all levels from air to hotel and on the ground. Attention to detail at airport gates made sure travellers were comfortable and understood the processes. Airline apps made the process easy to upload your vaccination card, health forms and test results, where applicable. Green checkmarks indicated you were good to go for a boarding pass.
What guidance, tools, or apps were helpful during your travel experience?
When booking my trip, utilising CTM’s COVID Hub tool to check travel requirements, and accessing air and hotel COVID travel features in Lightning (CTM’s online booking tool) was very helpful. And because of my complex multi-stop itinerary, I also leaned on the expertise of our travel consulting team to ensure I was on the right path. The Airline App, My Clear App, Rail App, Global Entry or Mobile Passport for International travel made the process frictionless. Ensure you download the appropriate apps for air, car, rail and hotels prior to your travel.
Was there anything that was simple or easier about your experience than you expected?
Yes, how everything is tech-enabled and can be done via an app, from the airline process to a digital key at the hotel, to touchless transactions on the train, Uber or restaurant.
What part of your travel experience felt the most “normal”?
Everything from receiving a boarding pass to boarding, even the in-flight experience felt normal – including ground transport and hotel check-in.
What did you realise you missed most about travelling?
It was the face-to-face interaction, seeing smiles, reactions and body language. I think business moves at a faster pace with in-person meetings. The value of being able to enjoy a meal and connect on a personal level with colleagues is important.
What travel or cultural experience left the biggest impression?
Each culture, airline and hotel views mask-wearing differently and have rules or processes in place, so be cogniszant of your surroundings. Ask questions.
What message would you want to ensure your fellow travellers take away from your experience as international travel reopens again?
My recommendation would be: don’t be intimidated, it’s like riding a bike. Make sure you prepare in advance. Arrive at the airport earlier than normal to take any stress out of the process. Your vaccination card is as valuable as your passport, make sure you have a digital and the original with you. I used the Clear App as a digital backup. Stay up to speed on changing requirements and call upon your trusted travel partner for up to date information.
Kristen Pratt, CTM Vice President, Global Customer Solutions, got back to business travel embarking on an international journey in October 2021, London bound. Kristen says, “the experience was just like riding a bike.”
What was different about your travel post-COVID?
Gratitude. Understanding what losing a slice of freedom is like, I was truly grateful to have it back. On a business level, I have a new team that was established during COVID-19, with some members who I’d never even met. We never had the opportunity to meet in person and changing that was immensely valuable.
What guidance, tools, or apps were helpful during your travel experience?
Having someone in a foreign country to assist with local knowledge of government guidelines and provide tips is helpful. I’ve taken two international trips, and I found the United Airlines Travel-Ready Center to be very comprehensive and helpful.
Was there anything that was simple or easier about your experience than you expected?
Getting through London Heathrow airport, both upon arrival and return, was surprisingly easy and I’m sure that having uploaded all the necessary documents in advance was key.
What did you realise you missed most about international travel?
Two things. I missed the downtime that comes with travel. It provided time to decompress. Secondly, while video calls aided connection with colleagues, it just isn’t the same and is certainly less personal.
What message would you want to ensure your fellow travellers take away from your experience as travel opens again?
I think people’s behaviour and travel habits will change and that’s not necessarily a bad thing for us as humans or the environment. Travel is necessary for business and personal growth and a few new rules to follow isn’t the end of the world.
