Corporate Risk Management departments and CEOs want real time data regarding their employees whereabouts without having to rely on Global Distribution Systems. There is increased corporate pressure now to have on file cell phone numbers and other contact information.

Confusion among travelers regarding security standards, measures and traveler requirements may now be more of an issue than safety in terms of increasing travel levels. The media, it was noted, have not helped the situation with erroneous reports. Finally in this area, there was interest in what measures hotel companies are taking to strengthen security on a system-wide basis.

The need for working toward greater trust among the principles in the industry-GDSs, TMCs, buyers and suppliers--was discussed. It was stated that the sheer volume of airfare changes (over 1 million on some days) was sufficient to generate mistrust. Likewise, overrides, system access fees and GDS rebates continue to fuel an environment of mistrust.

There was discussion about the need for a more rationale and simplified airfare structure. Airline policies regarding non-refundable tickets produced a lively discussion. For example, some airlines have an initial deadline for TMCs issuing a new ticket for rescheduled travel at the 12-month period, but allow individual travelers to secure a new ticket after 12 months by calling the airline directly. Confusion and much administrative work can result from these policies.

Buyers are seeking a simplification and standardization of the airfare structure. There was recognition that in order to move in that direction that true buyer-supplier partnering would be necessary. For example, if buyers want airlines to offer a new type of fare structure, then ironclad commitments by the buyer would be necessary.

The summary-level sense was that if the industry is going to emerge from this crisis smaller, and more expensive from the customer's perspective, then thew industry should take this current opportunity to solve some intractable problems such that all parties operate more efficiently and productively in the future. Buyers expressed a willingness to "partner" so long as a substantial number of buyer concerns, frustrations and problems are addressed by suppliers.