Big Buyers Swap Ideas

Travel decision makers for 21 high-volume corporations exchanged ideas on customer service, containing escalating air fares and selecting automated booking systems during a recent meeting sponsored by the National Business Travel Association.

The meeting, held at the PineIsle Resort on Lake Lanier Islands, Ga., consisted of travel buyers from companies with at least $25 million in air volume, including AlliedSignal, Bechtel, Colgate-Palmolive, McDonald's, Merrill Lynch and The Walt Disney Co.

Cyndi Perper, travel manager for Colgate-Palmolive and chairman of the forum, described the exchange as one of "building a knowledge base. To get new ideas, you really need to talk to others doing the same things as you."

"For me, this was a quick benchmark of where we stand," said Kevin Iwamoto, senior travel account manager for Disney Worldwide Services Inc. "It's difficult to get that many high-volume travel managers together to share ideas on customer service and operations. We learned that others have ingenious ways of managing travel."

Imawoto said he wants to explore an idea implemented by Calvin Smoot, director of purchasing and travel services for the Church of the Latter Day Saints in Salt Lake City-an automated Visa processing system that expedites international travel for his customers.

In formal presentations, Michael Whitesage, president of technology vendor The Prism Group, explained "new age" airfares; technology consultant Jeff Hoffman detailed the state and future of various automated booking systems; and a career counselor outlined skills managers will need in the future. The group intends to meet again at NBTA's annual conference in St. Louis and might schedule other meetings as well.