What not to look for in a TMC

If a TMC tried to impress you with their fax machines and Amstrad computers, you’d think you’d entered a time warp.

Yet there are still agencies that only work 9-5, and with booking systems reminiscent of a Windows 95 tribute act. You might expect them to still tell us that ties are mandatory dress code in business class.

I jest about the last point, but the way a TMC works and the technology they use is important, and if you sense anything of a ‘retro’ approach (I’m being kind here) from your current TMC, it’s time for a rethink.

Some corporates we talk to still say, “We do it like this because that’s the way we’ve always done it.” That doesn’t mean their approach, or that of the traditional TMC is correct.

Maybe it’s time to make a move. Travellers today want agility, they want tech savvy, real time data, seamless intuitive platforms and not a bot that puts you on hold playing elevator music that will haunt your dreams.

Travellers also want sustainability; it used to be an afterthought, but if your TMC doesn’t supply the metrics to help you be more sustainable, you need to ask why. It’s the 21st century and it’s our responsibility to help save the planet. TMCs must give you meaningful data that helps drive the change.

Similarly, don’t be fooled by TMCs with low headline costs; these must be recouped somehow, whether that’s poor customer service, limited support hours when most critical or, I’ll mention it again, dated IT systems, especially ones that don’t integrate with your own. The last point is so important; make technology hard to use - particularly the booking platform - and you risk a boycott from employees, a loss of data and lack of control. So a few pounds or dollars saved each month can result in a lot of hassle, and expensive lost efficiency.

If you’re seeking a travel partner, my advice is to look for one that feels like a tech start-up but acts like a therapist – one that means there’s a human being there for you at 3am when you need to get the first flight home and who ensures the only ‘carry on’ you experience is your hand luggage.