Between hectic work schedules and evolving priorities, last-minute changes to business travel plans frequently crop up. Your ideal itinerary or carefully booked flights suddenly require modifications, cancellations, or complete rebooking.
For travel managers, handling 11th hour changes for employees can be a time-consuming hassle. Use these best practices to handle last-minute travel alterations adeptly.
Empower Employees to Self-Serve When Possible
Instead of requiring employees to channel all last-minute changes through you, enable them to self-serve via an online booking tool, your business travel management software, or mobile app.
These tools allow enterprise travelers to:
- View available flights and rebook within policy guidelines
- Add hotel nights, switch properties, or update room type
- Modify rental car reservations as needed
- Cancel trips no longer necessary
Self-service ensures employees get changes made quickly while reducing the burden on travel managers. You'll only need to step in for complex situations.
Clearly Communicate Change Fees
Travelers often wait until the last minute because they don't understand change, and cancellation policies can vary drastically between airlines, hotels, and other suppliers.
Educate employees on these fees so they can make informed choices. For example:
- Hotel cancelation fees are usually 24-48 hours before arrival. Same-day airline changes average $200.
- Basic economy fares on flights are non-changeable. Upgrading to standard economy costs $75-100 for same-day changes.
- Southwest airfare is changeable without fees up to 10 minutes before departure.
Understanding the potential penalties makes travelers more judicious about late changes.
Adjust Policies for Emergencies
While rigid change fees still apply in most situations, build in flexibility for true emergencies. Employees dealing with sudden injury, family crisis or other emergency should focus on personal needs first. Have policies that allow itinerary changes without penalties in these scenarios.
Also prepare to arrange emergency travel like bereavement fares in crisis situations quickly.
Proactively Monitor Travel Disruptions
Don't wait for travelers to call you when major weather events, airport closures, or other disruptions occur. Actively monitor the news and check travel alerts so you can get ahead of alterations and rebookings.
If a blizzard shuts down Chicago airports, immediately notify all impacted employees proactively. Change policies authorize you to rebook travelers disrupted by circumstances outside their control, even if last minute.
Being proactive reduces panic and hassle during major events.
Have Contingency Plans Ready
Unplanned changes often force you to problem solve on the fly. Reduce stress by preparing contingency plans for likely scenarios in advance:
- If a flight cancellation strands an employee, have a process to arrange a hotel room and alternate flight quickly.
- If your primary go-to airline faces system outages, know the next preferred airline to try booking.
- If a traveler misses a flight, have guidance on when rental cars, trains, or other alternatives are preferred over costly walk-up fares.
Thinking through responses for probable issues means you can act efficiently in the moment.
Adjust as a True Travel Advisor Would
Aim to provide concierge-level service, not just process transactions. This means taking a consultative approach focused on the traveler's trip experience and business needs when handling last-minute changes.
Consider paying a change fee to avoid a vital client meeting rather than canceling outright. Or you could leverage loyalty points to get free premium airfare when rebooking urgent travel.
Provide options and insight, not just confirmation numbers.
Utilize Delayed Departure Policies
Some trips truly warrant booking last-minute flights at premium fares, but travelers often do it for convenience rather than necessity.
To curb unnecessary urgent bookings, establish a delayed departure policy where employees must wait a minimum of two hours after a request before booking flights.
This reduces knee-jerk same-day travel in favor of smarter planning. Still allow exceptions in true emergencies.
Have Preferred Last-Minute Providers
While major online travel agencies like Expedia provide ample last-minute options, booking directly through airlines and hotels can offer advantages like free cancellations or reduced change fees.
Have preferred partners you turn to first for rebookings and last-minute deals. Negotiate discounted rates with select vendors for emergency travel.
The right sources make on-the-fly changes cheaper and more manageable.
Utilize Trip Protection Insurance
Don't assume last-minute changes will come out of pocket. Many corporate travel insurance plans allow cancellation for covered reasons like illness, injury or schedule conflicts within a certain window before departure – often 24-48 hours.
Advise travelers to check policies before canceling and file claims for reimbursement where applicable. Insurance can offset some change and cancellation costs.
Communicate Updates Quickly
Amid busy travel, employees shouldn't be expected to call for status updates repeatedly. After handling major changes, close the loop by proactively informing the traveler once new plans are confirmed.
Provide clear documentation with updated itineraries, booking references, and next steps. Timely communication delivers great service.
While unplanned travel interruptions will inevitably happen, following best practices allows travel managers to take changes in stride. Empower employees to self-serve when possible, follow contingency plans, and communicate proactively.
With the right approach, disruptions can stay within business travel goals.