Huge winter storms paralyzed U.S. airline hubs this winter. New York, Chicago, Washington and even Atlanta dealt with snow and ice that stalled flights and stranded business travelers. Bernd Rittinger, BCD Travel’s vice president of Strategic Operations in the U.S., gives us a behind-the-scenes look at what it took to weather the unrelenting storms. He also offers advice for travel managers and travelers thinking ahead to the next big disruption.
How many U.S. winter storms have business travelers had to contend with this winter? How does that compare to past winters?
In the U.S., we had 23 named winter storms in about a 12-week period. We actually had 28 named storms last winter, but the impact was much greater this year because of where the storms hit, their duration and the rapid succession of the storms.
What does BCD Travel do to prepare for a storm that’s on the way?
We’d need a two-hour documentary to cover all the details, but let me give a summary. Once we know a storm is coming, we determine the potential threat, define the alert level and map out an operations plan based on expected duration of the storm. Then we adjust as the storm progresses. All of our operations work together to offer the best service possible during the storms, and we are always looking for ways to improve. For example, over the past two years we’ve coordinated efforts between our traditional daytime operations and operations associated with our Customer Care T24 service. That’s helped us reduce hold times during storms. In many instances, it also has allowed travelers needing weather-related assistance to get help from the agents who handle their regular travel requests. This coordination is a global effort. The T24 teams in all our regions are consistent in how they prepare for storms.
What does BCD Travel’s operation look like in the middle of a storm, when travel disruptions are at their peak?
Two words: crazy busy! But the efforts are coordinated, so there’s order, and everyone knows what they’re supposed to do. Also, we learn a great deal from each storm, which means we’re always approaching the next one with greater efficiency.
Can you provide any statistics on this winter’s storms?
They’re staggering. This winter there were approximately 80,000 flight cancellations and around 500,000 delays—and that’s just in the U.S.! We saw call volumes about 300% above normal levels at the peak of the storms. We diverted 10% of calls destined to T24 back to the supporting field operations, and our goal is to divert even more during future storms.
Airline weather waivers can add to traveler frustration during big storms because travelers cannot use the online booking tool to rebook flights on a waiver. Also, waivers can be applied only once, so if a storm forces a second rebooking, that may come with a cost. Would you briefly explain how the waiver process works?
Waivers are actually tools for us to relieve traveler frustration, and in most cases they do. The waiver generally allows our agents to make changes during storms without penalties and without calling the airlines. But air waivers can be very restrictive, so our agents have to learn each waiver and keep up with constant updates. When there are multiple storms at once, this can become very complex. We are working with several airlines to improve the process. Some of these improvements are based on great suggestions that have come from our front-line agents.
Q: What can business travelers do to be better prepared for future winter storms?
Pay attention to communications warning about upcoming storms and—if possible—avoid affected areas. U.S. and Canadian travelers who work for one of our client companies can download BCD Travel’s free TripSource app, which provides alerts and notifications related to weather, flight delays and more. The app will roll out in parts of EMEA in the next few months. Also, travelers should keep contact information in travel program profiles up to date. That way we’ll know how to reach you when trouble is on the way. If you use a personal mobile phone on the road, make sure we have that number, too. We’ll only use it in an emergency.
Q: What could corporate travel programs do to get ready?
Successful crisis management—whether related to a storm or other major disruption—starts with travel risk management. Companies should identify potential risks during calm times and develop action plans in which everyone’s responsibilities are clearly defined. While we often can plan for storms, U.S.- and Canada-based customers who use our Disruption Services get priority when unexpected weather, natural disasters or other problems cause last-minute travel disruptions.
Spring is here and summer’s on the way. What are you watching for next?
Well, it’ll be hurricane season soon. I hope we’ll see more of what we saw last year. It was the quietest hurricane season in 30 years.
Want to know more? Read a case study about how BCD Travel Disruption Services helped Carestream travelers get moving faster after trip disruptions. And talk to your account manager about what BCD Travel can do for you.
