Two minutes with… Carol Fergus

What’s the biggest challenge facing you currently as a corporate travel manager?  
Managing people, planet and environment. A travel manager must be all things to everyone now: our travel bookers, travellers, suppliers. Our roles are far more complex and therefore our approach must be more transparent. There is a greater need to network widely, teaching and being taught. Since the pandemic travel managers have needed to welcome and embrace change to keep up with the different travel requirements of our people. [We must] understand and meet technology needs, as well as drive our organisation’s initiatives to support with protecting our environment and creating a sustainable travel culture. Oh yes, and how do we do all this as well as keeping travellers in check and costs down?
 
If your TMC could do one new thing to make your life as a buyer easier, what would that be?
Be bolder and more prepared to do what will ultimately be good for all. Supplier revenue and earnings do matter and are well appreciated by the travel manager, but it must not muddy the waters or become blinkers [for the TMC] and therefore slow down or deter efforts to make a difference and address buyers’ concerns such as NDC.   
 
Do you think sustainable travel is possible? What’s the best way to achieve it?
Yes. It will take a collective change in mindset from both leaders in organisations and goodwill from the travellers. If cost continues to be the number one consideration, sustainability will remain in second place. However, legislation and governmental mandates will support change and ultimately enforce change in behaviour and mindset.

What’s the biggest innovation to have positively impacted business travel in the last 30 years?
Better technology and better data, enabling better reporting and therefore improved performance which all changes travel programmes for the better.
 
What do you think will have the next big impact?
Artificial intelligence – when used for best effect and not for detrimental purposes. It should deliver a more efficient and effective way of managing resource and costs, taking the grunt out of day-to-day administration and operations, whilst upskilling and creating a more developed and innovative environment.

Why is Business Travel Show Europe such a key date in your schedule?
It is a must-attend event each year for networking with suppliers and peers, and for insight and learning through the many educational sessions, and for seeing and accessing what’s new.

Business Travel Show Europe takes place at ExCeL London on 19-20 June. Travel bookers, managers and procurement personnel can register for free attendance here.