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Originating from: Business Traveller / October 2020
"We want to be back to old levels by 2022"
Uniglobe Travel Holland launches new booking tool
With the launch of a new booking tool under the name Uniglobe Booking Intelligence (UBI), business travel organization Uniglobe is gearing up for the future, says Cees Klinkenberg, director of Uniglobe Travel Holland. 'Our ambition is to be back to our old level by 2022. We are well positioned for this.'
By: Theo de Reus
Like many other travel companies, Uniglobe recorded good sales at the beginning of the year. 'January and February were top months. In April we suddenly had weeks of minus 98 percent, Everyone seemed paralyzed. I remember hearing on CNN in mid-March President Trump's announcement that America was closing its borders. Then I thought: as soon as countries lock up, it's wrong. Klinkenberg expects to have one-third of normal annual sales by the end of 2020. 'Troublesome remains that within Europe we once again run up against big differences in travel restrictions, which moreover change by the day. Just look at the recent increase in the number of infections in North and South Holland and the reaction to this from other countries. A joint EU agenda in this area would be very welcome and give everyone more clarity.'
Being back at the old level by 2022, isn't that a bit ambitious?
'Yes, it certainly is, which means not only adding new clients but also growing through acquisitions. The beauty of our organization is that it is a healthy club of travel entrepreneurs. Those are determined to come out stronger.' The recent launch of Uniglobe Booking Intelligence (UBI), the online booking platform for SMEs for Travel Managers and business travelers, will certainly contribute to the recovery, according to Klinkenberg.
'In recent months, we have used the crisis to set up our online booking platform. We launched this tool last month. SME customers and our travel experts use the same one-stop-shop platform, which gives 24/7 access to madeuscontent, as well as that of low-cost carriers and NDC airlines. There are also direct links to Expedia and Booking.com, among others. Furthermore, we offer international trains to and from the Netherlands and you can pre-book a cab worldwide. All major car rentals, including Sunny Cars, can also be booked in advance.nen can now be booked in one effort. Soon we will launch a new Duty of Care tool in UBI, giving our customers even more insight into where their travelers will soon be.'
'In UBI you can also set your travel policy and we provide an out-of-policy notification if this is deviated from. This provides Travel Managers with maximum control. The unique Joy Factor allows customers to set their personal travel preferences and priorities, such as for non-stop flying, price or airline. With the arrival of UBI, we take an important strategic step as a travel retailer, where we have control over which travel content we offer. This also offers interesting tactical opportunities for our partners.'
So Uniglobe is ready when the business traveler will soon be traveling again?
'When soon countries open their borders again and we can travel for business, we are taking an important step in innovation now. UBI offers a user-friendly one-stop shopping experience and seamlessly matches what our customers need. For one, UBI simplifies the search and booking process by making all global travel content available on one platform. This not only saves time but also up to 20 percent on travel and accommodation costs. On the other hand, our Uniglobe Travel experts offer their personal support, with which we have distinguished ourselves for almost 40 years. This added value is summed up in our new credo: Travel Well.'
Uniglobe Travel has no problem with continuity, according to Klinkenberg. 'We are going to survive this crisis. We have used recent months to prepare for the period after corona and to position ourselves well with existing and new customers. We will be ready when everything picks up. We are currently recovering dozens of percent, but yes, we are coming back from a big deficit. All in all, the underlying economic values are still good. So if a rapid testing method becomes available, followed by a drug or vaccine, then business travel will soon be back to normal. This is also what our customers tell us. With this ambition, we want to be back at the 2019 sales level by 2022.'
Uniglobe entrepreneurs are also making plans to scale down, says Klinkenberg. 'Fortunately, the NOW scheme continues until next summer. Partly because of this, we fortunately do not have to downsize so drastically. Moreover, our business model is based on personal service. Our travel experts are our capital. When business starts up again soon, we will need people with expertise.'
That personal approach also applies to UBI, according to Klinkenberg. 'Through this tool, customers can easily arrange everything online for their business trips themselves. That offers convenience and saves a lot of time, because as a client you don't have to search, compare and book on different websites. Moreover, with UBI you can realize substantial savings on business travel costs.'
Where does the personal come in?
'Our travel experts provide personal support if the customer wants it. UBI offers this assisted self-service. The combination of online and offline is Uniglobe's strength. You can buy technology, but we mainly look at the human touch. There are many online providers who have it technically right, but if you want to speak to a human being you get hopelessly lost in voice response menus, if you can find a phone number at all. Mailing with a no-reply sender doesn't get along either. The same goes for an empathetic conversation with a robot. The distinction with us is the combination of state-of-the-art technology as well as the personal touch. If the customer wants it, our travel experts look with him/her.
According to Klinkenberg, it remains important to emphasize the added value of Uniglobe Travel services. 'We do a lot of work behind the scenes for which there is no reward. After all, we have a lot of up-to-date travel knowledge. For example, a customer books a cheap ticket directly through the Internet with a foreign airline, which we know has just filed for suspension of payment. The role of the travel agent is further emphasized when things go wrong. In this kind of crisis situation, we are sometimes more of a relief worker than a travel agent. You can even speak of a personal travel assistant.'
How do you explain that to a customer who looks first at the service fees?
'Juist in times when everything has to be cheaper, a business trip is often seen as an expense. This is when attention quickly turns to our service fee. The amount is determined by the client's service needs, after all, business travel is customized. We first talk to companies about our service, the value we can add and the savings on the travel budget. In the end, the always reward our work fairly.'
Have you ever thought about a different business model?
Yes, but we will continue to do what we do best: provide customers with user-friendly online tools and personal service. During a crisis you should not simply change your business model. It's best to stay focused on your core business and not let yourself be led by the issues of the day.
Are we dealing with a temporary abnormal or a new normal?
'Whatever normal emerges, one thing is certain, we will remain a trading nation. We will continue to travel to do business abroad. And as the economy grows, the number of flight movements will increase again. However, flying in the future, will become more economical, quieter and also cleaner. With UBI, Uniglobe Travel also supports companies in their sustainability agenda. This too is part of Travel Well.'
Read here the original source article by Theo de Reus in Business Traveller.
