Transparency and traveller confidence go hand in hand in 2025
JOHANNESBURG – What happens when the safest airlines in the world operate from the most politically volatile regions? When news breaks of airspace closures or regional instability, even seasoned business travellers pause before booking through certain hubs.
On 23 June this year, several Middle Eastern nations had to close their airspace after an Iranian attack on a US military base in Doha, forcing airlines – including Qatar, Emirates and Etihad – to cancel or reroute flights across the region. It was a temporary measure (lasting about six hours), but the newspaper headlines told a story: security concerns (real or perceived), shaky traveller confidence, and geopolitical tensions impacting some of the top airlines – and busiest hubs – in the world.
Mummy Mafojane, General Manager FCM South Africa, says they saw a small retraction on these airlines for about 10 days following the incident, but that things quickly returned to normal.
“There was a measure of apprehension, but it didn’t last for long,” explains Mafojane. “Things are back to normal, and this is due to competitive pricing, availability, and the service offering from each airline.”
It’s an interesting dilemma. Regional conflicts impact traveller confidence – and yet these hubs boast the world’s safest airlines (with Qatar, Emirates and Etihad all in the top 5), highest-performing airports (based on global traveller reviews) and unmatched global connectivity, with direct flights to every corner of the continent.
That gap between statistical safety and traveller confidence is where Mafojane sees opportunity. Her approach? Radical transparency.
“Modern travel risk management tackles uncertainty with up-to-the-minute information and a few critical tools,” says Mafojane. “Trusted tech, traveller tracking and monitoring and reporting are now non-negotiables of any travel programme.”
The challenges vary by traveller. While seasoned travellers are more concerned about delays and cancellations (and the potential knock-on effect on meetings and events), new travellers may be concerned about their personal safety. But the solution is consistent. Travel managers need to close the information gap through three core strategies: pre-travel intelligence, real-time monitoring and instant communication.
Pre-travel briefings cover everything from documentation verification (ensuring all travel documents, including passports and visas, are valid and up to date), destination-specific information (including current travel advisories), medical precautions (and required vaccinations, if any), cultural sensitivities (educating travellers on local customs and etiquette and flagging potential issues for LGBTQI+ travellers), a refresher on the company’s travel policy, and what to do in an emergency (including contact information and an after-hours support number).
Once a traveller is on the road, real-time monitoring provides continuous reassurance.
As an example, Mafojane explains that FCM’s proprietary travel tech platform integrates global tools like Crisis24 and Sherpa in order to provide instant, accurate and localised updates.
“Travel managers need to have the right technology that gives them an immediate snapshot of their travellers’ locations,” says Mafojane. “This is particularly important for multinationals running big travel programmes. You need to know where all your travellers are, and where they’re heading to next, in case you need avoid destinations because of an unfolding situation – or bring them home in case of an emergency.”
But perhaps most important of all? Instant, open, two-way communication. Today’s mobile travel apps are able to provide updated travel information on the fly (from new departure and arrival times to gate details, ground transport and hotel bookings) as well as connect travellers to 24/7 travel support. This is because when things get complicated (or stressful) travellers prefer a human on the other end of the line.
There’s no doubt that today’s travel tech boosts traveller confidence. Travel managers receive alerts from airlines (or platforms like Crisis24) and are able to reroute, rebook and update clients quickly and easily – often before travellers even know there is an issue.
“Airspace closures are a good example,” says Mafojane. “They’re sudden, unavoidable, and impact all travellers on the affected routes. In June, the airlines automatically rerouted some flights, but there were also long delays. Luckily, travel management companies (TMCs) are able to navigate dynamic situations like this on their clients’ behalf. If you’re completely transparent about what’s going on – and provide regular updates – passengers feel more confident than if they’re left in the dark.”
Put simply, knowledge is power. Rerouting may mean longer flying times, while cancellations could result in an extended wait in the lounge (your TMC should be able to arrange lounge access), or an unexpected layover and a night in a hotel. A situation that’s made easier if you have the correct information at your fingertips – and can manage your expectations.
“Ultimately, airlines will never fly if it’s unsafe to do so,” says Mafojane. “They have a massive responsibility to get passengers to their destinations safely and will never compromise on their operational standards or duty of care. Sometimes, airports and airlines will need to take a decision to ground flights when faced with bad weather, and in other cases, as with airspace closures, the decision is taken out of their hands. But in each case, airlines will work hard – often partnering with other airlines – to offer you another alternative.”
There is always a lot going on in the background, and this is where TMCs become invaluable.
“In dynamic, changeable situations, information is a competitive advantage,” says Mafojane. “Customers, be it travel managers, bookers or the travellers themselves, want the right information, at the right time, to make the right decision. Complete transparency, real-time updates, and trusted technology have become essential tenets of corporate travel.”
**ends**
For more information about FCM Travel, or to interview Herman Heunes, General Manager at FCM, call Sonnette Fourie on 081 072 2869 or email sonnette@bigambitions.co.za.
About FCM Travel:
FCM Travel, the flagship corporate travel brand at Flight Centre Travel Group (FCTG), is the business travel partner of choice for large national, multinational and global corporations. We are an award-winning global corporate travel management company ranking as one of the top five by size around the world. We operate a global network which spans more than 100 countries, employing over 6000 people.
FCM are transforming the business of travel through our empowered and accountable people who deliver 24/7 service and are available either online or offline. Leveraging FCM’s negotiating strength and supplier relationships in conjunction with our tailored business travel programs, our expertise delivers more for our clients where it matters most to them.
Visit us at www.fcmtravel.co.za
Issued by: Big Ambitions
Contact: Lori Cohen
Tel: +27 79 641 4965
Email: Lori@bigambitions.co.za
