Despite the “extraordinary conditions of 2020,” FCM Travel Solutions, a division of the Flight Centre Travel Group, believes the travel industry has made great strides during the pandemic, finding new wisdom and solutions that will serve it well when travel returns to normal.

“2020 saw a global pandemic, economic downturn, racial injustice, protests, and a tumultuous US election, making this year’s positive moments especially hard to identify,” says Charlene Leiss, president of Flight Centre Travel Group, The Americas. “From a business standpoint, it’s no secret that the travel industry was among the hardest hit.”

Nevertheless, Leiss says, “There were still some silver linings during this period,” adding that in her opinion that travel industry and FCM are “well positioned to emerge from this very difficult time. We’re staying focused on the lessons we’ve learned, and how we can improve and modify our business based on the current climate and challenges the world is facing.”

Indeed, the travel industry has responded to the pandemic and made numerous, in some cases much-needed improvements and adaptations, says FCM. Among them:

Working remotely: Whether in destination, on the road or at home, the new model of working remotely gives road warriors and in-office teams the chance to be more flexible. Moreover, it creates the ability for business travellers to stay in destination longer, providing more opportunity for ‘bleisure’ experiences, which benefits travellers and suppliers alike.

Enhanced safety and cleaning protocols: Never again will travellers have to be wary of the cleanliness of planes or hotel room due to heavy turnover. Enhanced cleaning and safety protocols have become the priority for airlines and hotels as customer demand will ensure they are deemed essential requirements to win business moving forward.

Renewed focus on duty of care: If COVID taught anything, it’s the importance of knowing where travellers are and getting them much needed assistance when they’re on the road. In fact, 44% of respondents of a recent FCM study agreed that duty of care obligations ranked as the second most dominant area for change within travel policies.

Better deals and more flexibility around refunds and cancellations from travel providers: Moving forward, the need to change a flight or cancel a trip won’t be quite as expensive or restrictive. Further, due to exceptionally low bookings, hotels and airlines are reducing prices and offering many great deals to various destinations. Travellers can now stay at some of the most desirable properties that under normal circumstances would be cost-prohibitive to both the business and the consumer traveller.

A shift towards a hybrid model and personalization: Perhaps the most critical wisdom gained from COVID-19, is the knowledge that now, more than ever before, travellers will seek a blended service model that offers the very best of technology and human assistance. No two travellers are alike, and the customized service they can receive through mobile apps, pocket virtual assistants, live customer service, and real-time information will be the key to any successful corporate travel policy in a post-COVID world. There is a significant need to shift focus and procedure in the way organizations serve their clients and their industries.

For its part, FCM says that during the pandemic, it has focussed on elevating the customer experience through the introduction of technological innovations and operational procedures, such as new benchmarking and reporting tools, more flexible cancelation policies, and increased focus on duty of care.

“The world of travel has changed forever,” says FCM, adding that it is “prepared for it, and looking forward to a brighter year ahead.”