<\/p>\n
Caros Leitores,<\/p>\n
Esta semana gostaria de falar sobre um produto inovador que conheci recentemente, o Priority Pass, e 3\u00a0outros temas que t\u00eam permeado discuss\u00f5es entre Travel Managers (felizmente nos falamos cada vez mais, e em diversos f\u00f3runs!).<\/p>\n
<\/p>\n
<\/p>\n
Priority Pass<\/strong><\/p>\n Provavelmente voc\u00ea n\u00e3o tem ideia de quanto reembolsa para seus colaboradores com despesas de Internet e Alimenta\u00e7\u00e3o em Aeroportos, certo? Bem, esta empresa oferece um servi\u00e7o especial de acesso a lounges em todo o mundo, de qualquer Cia. A\u00e9rea\/Alian\u00e7a, sendo o viajante membro de um programa preferencial ou n\u00e3o, sendo ele parte da elite de um programa ou n\u00e3o.<\/p>\n H\u00e1 uma taxa de ades\u00e3o anual + uma taxa para cada acesso. Pelas minhas contas, um total de USD 30 por cabe\u00e7a a cada acesso (diluindo o custo anual + custo por acesso). Considerando que temos muitas pessoas que enfrentam longas horas de conex\u00e3o (at\u00e9 mesmo como parte de nossas pol\u00edticas de menor custo no A\u00e9reo), e que cada hora parada no aeroporto \u00e9 uma perda para a empresa – e invariavelmente os viajantes pedem reembolso por acesso ao Wi-Fi no sagu\u00e3o do aeroporto para acabar aquela apresenta\u00e7\u00e3o, falar com algu\u00e9m da equipe, sentados em mesas desconfort\u00e1veis, tomadas distantes, fios se arrastando pelo ch\u00e3o – \u00e9 um investimento que vale a pena, ainda mais em tempos em que o conforto e cuidado com nossos colaboradores aliados \u00e0 economia est\u00e1 assumindo papel de destaque (est\u00e1 indo embora o tempo do conforto a qualquer custo e do menor custo sem qualquer conforto).<\/p>\n https:\/\/www.prioritypass.com\/PT<\/p>\n Contato para Corpora\u00e7\u00f5es:\u00a0jorge.enriquez@collinsongroup.com<\/p>\n <\/p>\n Seguro e Assist\u00eancia Viagem –\u00a0Como est\u00e1 esse assunto?<\/strong><\/p>\n Para quem n\u00e3o sabe, a SUSEP alterou no in\u00edcio do ano a regulamenta\u00e7\u00e3o para os seguros e assist\u00eancias oferecidos pelos cart\u00f5es de cr\u00e9dito virtuais e individuais. Normas como a emiss\u00e3o da carta feita pelo pr\u00f3prio viajante (com inser\u00e7\u00e3o de CPF e at\u00e9 do n\u00famero do cart\u00e3o de cr\u00e9dito em um site – um caos para n\u00f3s que usamos o virtual para compra de passagens), especifica\u00e7\u00e3o de valores de cobertura na pr\u00f3pria carta (algo positivo), dentre outras normas, entrariam em vigor a partir do 2\u00ba semestre deste ano, com prazo de adapta\u00e7\u00e3o de 6 meses pelas bandeiras.<\/p>\n At\u00e9 o momento e at\u00e9 onde sei, apenas a Visa lan\u00e7ou seu site, e Mastercard e American Express estavam em vias de lan\u00e7ar suas plataformas, sendo que a Mastercard estava em processo mais adiantado. N\u00e3o escutei mais nada a respeito, pois pelo que entendi h\u00e1 negocia\u00e7\u00f5es em curso entre as bandeiras e a SUSEP para flexibilizar tais normas e se tornarem exequ\u00edveis – enquanto isto, aguardemos. Mas adiante-se e j\u00e1 discuta o assunto com outras \u00e1reas e com outros Gestores de Viagens, para n\u00e3o sair correndo depois!<\/p>\n Falando nisso, soube que as TMCs fecharam posi\u00e7\u00e3o de\u00a0que n\u00e3o emitir\u00e3o estas cartas para os clientes pois n\u00e3o querem se responsabilizar por eventuais falhas humanas que as levem a ter de assumir os\u00a0ressarcimentos (mesmo recebendo um ancillary fee pelo servi\u00e7o). Como as seguradoras procuram pelo em ovo para n\u00e3o bancar os sinistros, o medo das TMCs \u00e9 ter que arcar com o custo caso ocorra algum incidente e a carta tenha um nome ou CPF incorreto, por exemplo, que leve a seguradora \u00e0 se eximir de responsabilidade.<\/p>\n Aguardamos cenas dos pr\u00f3ximos cap\u00edtulos…. se algu\u00e9m puder atualizar-nos nos coment\u00e1rios, agrade\u00e7o!<\/p>\n <\/p>\n Desabafo – Saudades da Estrat\u00e9gia Comercial da TAM Linhas A\u00e9reas Brasileiras<\/strong><\/p>\n Todos n\u00f3s queremos que a LATAM Airlines seja um sucesso, afinal ela \u00e9 filha da nossa querida TAM e uma Cia. A\u00e9rea genuinamente latina. Mas, a estrat\u00e9gia do atendimento comercial mudou drasticamente para n\u00f3s, clientes finais. E n\u00e3o foi para melhor.<\/p>\n Embora os profissionais do Comercial sejam em sua maioria remanescentes da antiga TAM (profissionais muito especiais e capacitados), o direcionamento estrat\u00e9gico mudou muito em 2016 – a equipe foi reduzida pela metade e quase n\u00e3o h\u00e1 mais reuni\u00f5es, al\u00e9m da demora nas respostas e propostas comerciais. Obviamente tomei muito cuidado antes de postar isto, conversei com muitos colegas\u00a0– e a percep\u00e7\u00e3o \u00e9 geral.<\/p>\n Espero n\u00e3o magoar ningu\u00e9m com este trecho do meu Post (nada do que posto aqui \u00e9 pessoal, como sempre digo), mas \u00e9 um alerta para a LATAM, por quem tanto torcemos, e para as demais Cias. A\u00e9reas. Os clientes se falam cada vez mais, os compradores est\u00e3o aprendendo e amadurecendo, e por mais que haja cada vez mais pol\u00edticas de menor custo e cada vez menos as de fornecedores preferenciais, n\u00f3s\u00a0precisamos de a\u00e7\u00f5es comerciais em nossas empresas (o famoso “Supplier Day”), conceder cart\u00f5es de viajantes frequentes para nossas Diretorias e manter-nos atualizados sobre seus produtos e novidades.<\/p>\n Se a estrat\u00e9gia mudou, seria bom comunic\u00e1-la o quanto antes a todos. Afinal, a gente s\u00f3 se chateia com quem a gente gosta \ud83d\ude42<\/p>\n <\/p>\n Dica para Hot\u00e9is – Programa de Fornecedores Preferenciais de TMCs\u00a0<\/strong><\/p>\n No GBTA Rio um Executivo de uma rede de Hot\u00e9is me perguntou: “se voc\u00ea estivesse em meu lugar, qual TMC pagaria para ser fornecedor preferencial? A gente fica perdido com tantas que temos que pagar para n\u00e3o ficar de fora”.<\/p>\n Bem, primeiro que refor\u00e7o aqui\u00a0minha opini\u00e3o a respeito desta pr\u00e1tica: acho v\u00e1lido a TMC ter este programa, desde que ele n\u00e3o prejudique de maneira alguma o programa do cliente<\/strong>. Ou seja, barrar a visita do meu executivo, dificultar sua entrada, n\u00e3o deix\u00e1-lo falar com meus consultores (e a\u00ed, pessoal que \u00e9 fornecedor final, visitas objetivas por favor! N\u00e3o interrompam os consultores no meio do atendimento, n\u00e3o fiquem de papo-furado…), n\u00e3o oferecer minhas tarifas preferenciais caso elas sejam menores que as suas, n\u00e3o cobrar comiss\u00e3o sobre a minha tarifa NET (espremer o fornecedor por debaixo dos panos).. pr\u00e1ticas estas inaceit\u00e1veis. Mas, admito que este programa \u00e9 vantajoso para pequenas e m\u00e9dias empresas em geral, e at\u00e9 mesmo para as grandes empresas em cidades em que n\u00e3o temos acordos com hot\u00e9is.<\/p>\n Agora, respondendo \u00e0 pergunta do Executivo, se eu fosse Diretor Comercial de uma rede de Hot\u00e9is, come\u00e7aria a me perguntar o % de ado\u00e7\u00e3o online de reservas de Hot\u00e9is dos clientes da TMC 1, da 2, da 3. Se ela tem seus 10 maiores clientes com um OBT implementado, com uma taxa de 50% de reservas online de Hot\u00e9is, ser\u00e1 que vale a pena pagar para ser preferencial deste intermedi\u00e1rio? Ou mesmo que continue pagando, ser\u00e1 que n\u00e3o est\u00e1 muito caro por uma gama reduzida de reservas eleg\u00edveis a serem efetivadas pelo consultor de viagens?<\/p>\n Para obter esta informa\u00e7\u00e3o de % de ado\u00e7\u00e3o online para Hot\u00e9is, pergunte-a aos clientes finais, monte uma tabela para cada TMC e veja quais vale a pena pagar para ser preferencial. Isto tamb\u00e9m faz parte do Revenue Management de um Hotel ou uma Rede.<\/p>\n <\/p>\n ENGLISH VERSION<\/em><\/strong><\/p>\n <\/p>\n Dear Readers,<\/p>\n This week I’d like to talk about an innovative product I’ve recently met, Priority Pass, and 3 other topics that have permeated most recent discussions among\u00a0Travel Managers (fortunately we’re talking more and more, and across several forums!).<\/p>\n <\/p>\n Priority Pass<\/strong><\/p>\n You probably have no idea how much you reimburse to your employees with Internet and Airport Fees, right? Well, this company offers a special service of access to lounges around the world, of any Airline \/ Alliance, being the traveler member of a preferential program or not, being part of the elite of a program or not.<\/p>\n There is an annual membership fee + a fee for each access. In\u00a0my accounts, a total of USD 30 per head for each access (diluting the annual cost + cost per access). Considering that we have many people facing long hours of connection (even as part of our lowest cost policies), and that every hour at the airport is a loss to the company – and travelers invariably ask for reimbursement for Wi-Fi access at the airport lounge to finish that presentation, talk to someone on the team, sitting at uncomfortable tables, distant shots, yarns dragging across the floor – it’s a worthwhile investment, especially in times when comfort and care of our employees, allied with cost-effectiveness,\u00a0are assuming a prominent role (the time of comfort at any cost is going away as well as the lowest cost without any comfort).<\/p>\n https:\/\/www.prioritypass.com\/<\/p>\n Contact for Corporations: jorge.enriquez@collinsongroup.com<\/p>\n <\/p>\n Insurance and Travel Assistance – How is this subject?<\/strong><\/p>\n For those who do not know, SUSEP changed at the beginning of the year the regulation for insurance and assistance offered by virtual and individual credit cards. Norms such as the issuance of the letter made by the traveler (with CPF insertion and even a credit card number on a website – a chaos for us that use the virtual credit card for tickets), specific cover amounts in the letter (something positive), among other rules, would take effect as of the second half of this year, with a period of adaptation of 6 months by the card brands.<\/p>\n So far and as far as I know, only Visa launched its website, and MasterCard and American Express were in the process of launching their platforms, with\u00a0Mastercard ahead of time. I did not hear any more about it, because from what I understand there are ongoing negotiations between the card brands\u00a0and SUSEP to make these norms more flexible and feasible – in the meantime, let us wait. But go ahead and already discuss the matter with other internal areas and with other Travel Managers, so you do not rush off later!<\/p>\n Speaking about that, I have learned that the TMCs have stated that they will not issue these letters to customers because they do not want to be held accountable for any human failures that result in them having to take the reimbursements (even if they receive an ancillary fee for the service). Since insurers scan every single detail in order to avoid claims, the fear of TMCs is having to bear the cost in case of an incident and the letter has an incorrect name or CPF, for example, that causes the insurer to exonerate itself from liability .<\/p>\n We await scenes from the next chapters …. if anyone can update us in the comments, I appreciate!<\/p>\n <\/p>\n I miss TAM Linhas A\u00e9reas Brasileiras’ Commercial Strategy<\/strong><\/p>\n We all want LATAM Airlines to be a success, after all it is the daughter of our beloved TAM and a genuinely latinean airline. But, commercial service strategy has changed drastically for us, final customers. And it was not for the better.<\/p>\n Although current commercial professionals are mostly reminiscent of former TAM (very special and skilled professionals), strategy\u00a0has changed a lot in 2016 – the team has been halved and there are almost no more meetings, and delays in responses and business proposals. Obviously I was very careful before posting this, I talked to many colleagues – and the perception is general.<\/p>\n I hope I do not hurt anyone with this piece of my Post (nothing that I post here should be taken from a personal perspective, as I always say), but it is an alert for LATAM, for whom we are supporters, and for the other Airlines. Customers talk more and more, buyers are learning and maturing, and although there are more lowest-fare policies and less preferred suppliers policies, we need to do travelers workshops in our companies (the famous “Supplier Day “), to grant frequent flyer cards to our Board of Directors and keep us up-to-date on airline’s\u00a0products and news.<\/p>\n If the strategy has changed, it would be good to communicate it as soon as possible to everyone. After all, we just get annoyed at who we like \ud83d\ude42<\/p>\n <\/p>\n Tip for Hotels – TMC Preferred Supplier Program<\/strong><\/p>\n At GBTA Rio, an Hotel Executive asked me: “If you were in my shoes, which TMC would you pay to be a preferred supplier of? We get lost with so many that we have to pay to not stay out of it.”<\/p>\n Well, first of all I reinforce here my opinion about this practice: I think it is valid for the TMCs to have this program, as long as it does not in any way damage the client’s preferred suppliers program<\/strong>. That is, don’t stop the visit of my executives, don’t make it difficult for them to access the TMC, let him\/her talk to my agents\u00a0(and for those who are the final suppliers, objective visits please and do not interrupt the consultants in the middle of the attendance, don’t keep talking hours and hours), do offer my preferential rates if they are smaller than yours, do not charge commission on my net rate (pressuring Hotels in the backstage)\u00a0.. these practices are unacceptable. But, I admit that this program is advantageous for small and medium-sized businesses in general, and even for large companies in cities where we have no deals with hotels.<\/p>\n Now, responding to the Executive’s question, if I were a Commercial Director of a hotel chain, I would begin to ask myself the % of online hotel reservations for TMCs’ customers. If a given TMC has its 10 largest Clients with an implemented OBT, with a 50% online booking rate for\u00a0Hotels, is it worth paying to be preferential of this intermediary? Or even if you keep paying, isn’t it too expensive for a limited range of eligible reservations to be made by the travel agent?<\/p>\n To get this % of online adoption for Hotels, ask the final customers, set up a table for each TMC and see which ones are worth paying to be a preferred partner. This is also part of the Revenue Management Strategy of a Hotel\/Chain.<\/p>\n <\/p>\n <\/p>\n","protected":false},"excerpt":{"rendered":"