Overcoming disruption is easier for TMCs with a few tricks up their sleeves

Renaud Nicolle

Head of Specialty & Networks, Global Customer Group, Amadeus IT Group

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Disruptions cost the travel industry a lot. An estimated $60 billion annually to be exact. This amounts to some 8% of global airline industry revenues annually. But more than just costing a lot, disruptions can be threatening to the wellbeing of travellers. Travel Management Companies (TMCs) need to have a duty of care strategy to provide a safe and secure travel environment. This is not only a legal requirement in many markets, it is also a moral responsibility.

Since they have access to travellers at every stage of the journey, TMCs can turn awareness into actionable communication. They also sit on a large amount of content from various providers such as rail, ground transportation, and more which can allow them to offer alternative solutions in case of disruption. At each stage of the journey – they can provide exceptional duty-of-care for travellers:

During Search and Booking:

  •  Evaluate disruption risk level considering the origin, destination, etc.
  • Inform travellers about potential risks
  • Suggest the best trade-off between price, convenience, and disruptions


  • Provide on trip information to raise traveller awareness on the risks and precautions to take

On Trip:

  • Earlier arrival for client meetings
  • Reduced queue time at airport
  • Rebooked accommodation and ground transportation with personalisation

A great example of how TMCs can provide excellent duty of care is Raptim. They are a TMC focused on humanitarian travel, and a real pioneer in travel. Back in 1947, they were the first to charter flights so missionaries could more effectively work in Africa. Today, they are focusing on the well-being of their travellers. And they have a trick up their sleeve. They use Amadeus Mobile Messenger to provide professional assistance for handling disruptions. For TMCs, there is a high value in tracking and tracing members of organisations during their travels. Having a complete picture of all staff is highly appreciated and also something that underlines the importance of a good travel policy.

We sat down with Raptim’s CEO Bart Kruijsen to learn more about how they are taking on the challenges of disruption. In the video, he explains how Raptim uses this solution to monitor the safety and well-being of their travellers throughout a trip.

For more about how TMCs and business travellers can deal with disruption – check out my video below.