Overview   Dallas Business Journal 2008 Business Travel Executive: June 2005   Business Travel Executive: June 2004   Business Travel Executive: December 2003   Dallas Business Journal: September, 1997

The Ride

Many companies claim to have this technology,” notes a ground transportation executive responding to this month’s survey. “Most do not.” True, measured against online systems like Outtask and Travelocity, these sites may seem pretty rudimentary. The gap narrows (but doesn’t disappear) if you compare them to some airline reservation sites.

        This executive challenged BTE to inspect each site, book a reservation, then log off and call the ground transportation company to ask for the confirmation number. Most won’t have your reservation in their system yet, he says, because their systems are really e-mail-based as opposed to being interactively linked to their internal systems. The simple test he describes is a good one but, unfortunately, BTE doesn’t have the resources to conduct this kind of survey for its readers. The Technology RFP format asks suppliers all the same questions, then lines up the answers for readers’ comparison.

Just-in-time Development

The truth is, travel managers have long since lost their naivete when it comes to technology. Any supplier who overindulges in vaporware hype is in for a hard time as its potential customers diligently check the claims that interest them.

        It’s also true that many corporations are still struggling to get their travelers to make their own airline reservations online. Ground transportation, often used by upper level executives who leave making reservations to their administrative assistants, has a lower priority in the corporate adoption continuum.

        Widespread demand for automated ground transportation reservations is only now beginning to unfold. But adoption rates for the higher-profile systems have begun a general acceleration, and it won’t be long until more attention is turned to systems for efficiently and inexpensively booking sedans, limousines, etc.

        It’s already happening at a few providers’ sites. Wynne Sedan & Limousine Group in Dallas and New Jersey-based Empire International each report that 30 percent of their corporate reservations are currently being made on their web sites.

        Some ground transportation companies are also already linking their reservations systems to corporate customers’ own travel sites. “Many of our corporate customers include BostonCoach reservations options on their travel sites,” reports the company’s Todd Stephens. Wynne reports that its web site is currently on several of its Fortune 100 clients’ web sites. Music Express reports “private label capabilities for corporate clients.” Leros specifically notes that it can be channeled to a corporate site through the e-Travel system. Integration with such established third party services, rather than development of a proprietary system, will doubtlessly bring more ground transportation providers into the Internet mainstream.

Parallel Functions

Many of the functions available on the most advanced of these web-based reservations sites parallel what’s available in the third party systems. Data delivery is the most obvious. For instance, travel managers can access BostonCoach GroundControl, an interactive management tool that allows them to view and manage their spend through a variety of customized and standard reports. The reporting tool provides access to a number of standard reports including total spend, total fare breakdown, spending by service area and/or by airport, top passengers and reservation channel usage.

        For travelers, Wynne notes that its system uses templates to build a “Personal Client Profile” whose information is then used to pre-populate and thus speed up creation of new reservations. The Wynne system also “learns” and “remembers” past information (such as addresses, preferences, locations, etc.) and this too is used to pre-populate a new reservation. BostonCoach uses a similar system: “When a user has stored detailed information about their frequently traveled locations, credit card payment information and other preferences in their online profile, then booking a BostonCoach ride online becomes just a matter of a few convenient and easy clicks.”

        Access has been further advanced at BostonCoach with the recent launch of a wireless service that allows travelers to manage their reservations, including changes and cancellations, through their web-enabled phones and PDAs or through AvantGo, a free service that delivers mobile web sites to PDAs and smartphones.

        The online reservation process has also been eased by Empire’s recent introduction of a three-tiered system of service. The first is designed for individual travelers and would be especially useful for small business owners and entrepreneurs who must manage their own travel budgets. After filling out an online application, they receive instant access and are able to book, modify or cancel reservations for themselves, as well as obtain receipts for past trips. Level two is designed for administrative assistants and allows them to manage multiple profiles through a single log-in and password. The third level is for travel managers, group coordinators and planners. After signing the web site’s corporate agreement and mailing or faxing it back to Empire, they receive approved access to the site to print upcoming itineraries, view reservation history, create new customer profiles, etc. The agreement outlines limitations to Empire’s liabilities for service requests beyond those specifically listed on the site and for unauthorized access, outlines procedure when the approved agent leaves the corporation’s employment, and makes the traveler ultimately liable for reservations booked by the corporation or its agents.

Associated Files • Chart 1 () • Chart 2 ()

Please call or email for details and prices
To view a sample of our fleet vehicles,click here