JOHANNESBURG – Remember those butterflies you’d get before receiving your school report card? As we near the end of 2024, it’s worth giving your Travel Management Company (TMC) the same thorough review. After all, they’re handling one of your organisation’s most significant expenses and taking care of your most valuable asset – your people.
“Many organisations only consider changing their TMC when service levels have already deteriorated significantly,” says Mummy Mafojane, Productive Operations Leader at FCM. “Regular performance reviews help maintain service excellence and identify improvement areas before they become critical issues.”
Sometimes you need to channel your inner headteacher and do a proper evaluation.
Beyond Basic Pass Marks
Remember when just passing wasn’t good enough for your parents? Well, the same applies here. Your TMC should be doing more than just the basics of booking flights and hotels. They should be that keen student who not only does the homework but comes up with creative solutions you hadn’t even considered.
“When evaluating your TMC’s performance, look beyond whether they’re just getting by,” Mafojane advises. “Are they bringing their A-game to your programme or are they coasting along doing the bare minimum? You really want a TMC that goes the extra mile.”
The Warning Signs
Just as teachers spot potential issues, there are clear signs your TMC might be struggling. Mafojane suggests watching for the subtle hints: “Are they the equivalent of the student who’s always making excuses about late homework? Or perhaps they’re like that classmate who never contributed to group projects – present, but not really adding value.”
The signs aren’t always obvious. Perhaps your TMC has become as predictable as school cafeteria food – technically adequate but utterly uninspiring. “Watch for a lack of enthusiasm,” she notes. “If your TMC shows no innovation, it might be time for a change.”
The Tech Test
“Let’s talk about technology – it should be as user-friendly as your favourite social media app, not as complicated as advanced calculus,” Mafojane emphasises. If your travel team needs the patience of a saint and the problem-solving skills of a master codebreaker just to make a simple booking, something’s definitely wrong.
Having ‘The Talk’
If you’ve spotted these warning signs, don’t immediately reach for the RFP button. Start with a conversation (think parent-teacher conference). “Give your TMC a chance to up their game,” Mafojane recommends. “Sometimes they just need a gentle reminder that you’re watching their performance.”
However, if you’re seeing the same issues on repeat, it might be time to consider your options. “The RFP process takes about 9-12 months,” Mafojane notes. “That’s longer than a school year, so you’ll want to start planning well in advance.”
Looking to Next Term
When deciding whether your TMC deserves to progress to 2025, consider if they’re prepared for the next level. Will they grow with you? Can they handle new challenges? Or are they still using last decade’s playbook?
“Nobody enjoys change,” Mafojane concludes. “But staying with an underperforming TMC is like keeping those school shoes that don’t fit anymore – uncomfortable and ultimately counterproductive.”
The end of the year is the perfect time for this evaluation. And unlike those dreaded school reports, this assessment isn’t about causing anxiety – it’s about ensuring your travel programme is set up for success.
**ends**
For more information about FCM Travel, or to interview Mummy Mafojane, Productive Operations Manager at FCM, call Lori Cohen on 079 641 4965 or email lori@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
