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An Open Letter About Open Books and Open Minds to the Travel Management
Profession
From ACTE President, Cheryl Hutchinson
November, 24 2002
Alexandria, VA
Every change that occurs within this industry appears to be dramatic. The
current economy (which has been around now since the middle of 2000)
undoubtedly underscores the drama and impact of these developments, but this
often results in a lot of distractions. We find ourselves chasing tangents or
confusing the issues des jour with long-term objectives. And in all this,
some of the really important developments get overlooked.
A reporter recently asked me to name the single most important development in
the travel industry during the last year. She was looking for an answer like:
attempts at airfare rationalization, or changes to traveler security, or
restrictions on non-refundable tickets, or the recent hoopla regarding Web
fares. While each of these issues is certainly important, they'll eventually
get resolved. And I think the way they'll get resolved is the single most
important development in this industry: the new open-book approach to problem
solving by buyers and suppliers.
Ever so gradually, this industry has been steadily progressing to a more open
dialogue. Progress has been made wherever we've approached a problem with
open minds and open books. The resolution process moves so much faster when
everyone can see what's on the table. The time has come for suppliers and
buyers to take this approach in ironing out the inequities that dog this
industry, and in resolving other challenges as well. Suppliers need to stop
alienating their best customers, and incorporating them into the solution
process.
This higher level of interaction will produce new long-term strategies that
will be more philosophical than tactical, with benefits that can be felt
before having to be explained. I think all of our suppliers (carriers,
agencies, hotels, rental car companies, technology providers and support
services) should put their economics on the table, and explain exactly what
it is they have to cover. Then maybe, corporations and other players can help
them work toward collaborative solutions.
The current reaction to greater Web fare access is a classic example of
focusing the hopes of an industry on a single development. The initial Web
fare intent was to provide the airlines with a means to eliminate distressed
inventory. And while the recent decision by US Airways was a bold stroke and
a step toward ultimate airfare rationalization, the question remains: when
can we begin to deal with with the bigger issues as an integrated solutions
team?
Little by little, the books are opening. Can't we start turning the pages
together?
Sincerely,
Cheryl Hutchinson
ACTE President
Association of Corporate Travel Executive
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ACTE
Over 2,500 Buniess Travel Professionals Working Together to Advance the Industry
ACTE's Core Purpose:
To Advance the development and growth of the business travel professional worldwide
ACTE's Strategic Intent:
To be the leading worldwide network of business travel professionals.
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