How did FCM's Travel Risk Management Tool assist customers in 2020?
FCM remains #ByYourSide
On 31 January 2020, FCM’s customers received an emergency notification on their mobile: Flybe Limited, one of the UK’s most popular regional airlines, had collapsed; a sign of what was instore for other airlines around the world. FCM’s Duty of Care solution tracked over 40 commercial airline failures in 2020 as a result of COVID-19.
For FCM, that wasn’t the only emergency notification sent out around COVID-19. Just days earlier on 22 January as part of FCM’s Crisis Communications Protocol, travel managers received another emergency communication in relation to border and movement restrictions in a city called Wuhan in the Hubei Province of China. The SMS served as a warning as the virus spread to South Korea, Iran, Italy, and then eventually the rest of the world.
FCM’s customers were not alone during the spread of COVID-19. FCM’s people and technology worked to help customers locate, communicate, and repatriate travellers all around the world using our Reporting and Analytics solution, our mobile travel assistant, our Travel Alerts by e-mail, and through our Crisis Communications Protocol and Custom Messaging Solutions.
COVID-19 was just one of many obstacles that travellers faced in a turbulent 2020. In Australia, airports were forced to delay and cancel flights
due to unprecedented bushfires that impacted 80% of its population either directly or indirectly. FCM was there to help customers assess whether their flight had been affected and pledged to be by their side from the start of their journey to the finish.
That same message played a big role when in January 2020, the FAA and other regulatory bodies issued an emergency notice to airmen (NOTAM) over the Persian Gulf flight corridor as the United States and Iran exchanged hostilities. As airlines re-routed around the corridor, FCM’s Duty of Care solutions again were there to help keep customers informed about the situation and its impact on their travel programmes.
Following the rapid spread of COVID-19 globally, FCM continued to innovate through its partnership with Shep, and through the introduction of its Flight Centre Travel Group Travel News Website. Though COVID-19 stood as number one on most organisation's agendas, FCM continued to monitor global incidents pro-actively; never shying away from comprehending that global travel risks come in many forms.
2020 was not entirely without its positives. One story came out of Israel who as of December 2020 has signed agreements with four countries in the region raising the potential of peace and cooperation between travelling Israelis and their neighbors. 2020 also saw immense advancements in technology in airports, hotels, and rideshare vehicles; all with a focus on traveller health and safety.
The year also saw a renewed emphasis on curbing CO2 emissions, reducing traveller stress, and putting traveller wellness at the heart of travel risk management policies. Communication planning also leapt to the forefront of business continuity strategies as organisation's faced challenges in relation to Brexit, Real ID, and other security obstacles like the one posed by Hong Kong’s newest national security legislation.
Most importantly, though, 2020 brought with it an important message: that through our people, our products, and our relationships, FCM remains by
the side of our customers. Our dedication to the health and safety of travellers and to the recovery of the travel industry as a whole will be at the core
of our foundational approach to travel and travel risk management in 2021 and beyond.
FCM delivered over 15,000 travel alerts to customers including 10 emergency notifications. Our solutions helped customers with operations in locations ranging from Hong Kong to Peru, the United States to South Africa, both large and small to stay informed through our expertise and our relationships with our partners.
What is the Global Travel Risk for 2021?
With safety and security of employees high on the agenda for many travel programmes, we’ve created this Travel Risk Review 2020 - 2021 to summarise the risks in 2020 and what security risk levels look like for 2021.