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Corporates bash TMCs
GTMC Conference Special: Travel Management Companies are perceived as money-grabbers with poorly trained staff who bring little value to corporate clients.
In a withering criticism of agents, the Guild of Travel Management Companies heard how company financial directors and individual members of staff fail to see the benefit of their service.
During a presentation by Oracle and PricewaterhouseCoopers, TMC’s were urged to forcibly demonstrate their value if they are to remain relevant.
Speaking at the GTMC conference in Oman, Oracle director of travel for Europe, Middle East and Africa Marilyn Clifton, said: “Most financial director’s believe they can’t even cough without having to pay.
“The perception is one of a money-grabbing culture.
It’s up to us [travel buyers] to fight that internally but we need you to help us.”
She pleaded with TMS’s not to take them for a ride.
“If I spend time working with you developing a system I want that taken into consideration.
We also want you to you tell us if something is not in the contract and we have to pay extra.
Don’t take us for a ride.” Clifton added: “We are looking for pro-activity but still we don’t get it.
You need to keep us alert of situations.
If you request new members of staff you must tell us.
Don’t just cut corners to make up for the person who has left.”
She urged TMC’s to share their expert knowledge, keep corporates informed of new technologies and not to make promises they can’t keep.
Turning to poor service, PricewaterhouseCoopers head of business services Mark Avery said word spreads rapidly if something goes wrong.
“If you have inexperienced travel consultants who have little knowledge of our corporation it creates the perception that you don’t know what you’re doing.
The skills set coming to the industry is slow.”
Clifton added: “If you don’t have adequate staffing levels then how can you do a good job? It’s no good having junior members of staff.
We need people with skills.”
Both Clifton and Avery said the criticisms were not aimed at their own TMC’s but based on talks with other corporates.
P&O Travel managing director Alan Coles said financial directors have struggled to adapt to being charged after years of a “free service” when agents were paid commission.
Report by Steve Jones
Ginny McGrath
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