As part of a new interview series, we talk with Courtney van Schalkwyk of FCM Travel Asia about flexibility, sustainability, and the changing business travel landscape

Courtney van Schalkwyk, as director of Sales for FCM Travel Asia, brings a robust portfolio of over 12 years in business development, including a significant five-year tenure in leadership roles. As the regional sales leader, she oversees vital markets such as Greater China, Singapore, India, Malaysia, and Japan and plays a pivotal role in the representation of the Asia region within the global sales community. Additionally, Courtney’s involvement in major Enterprise Request for Proposals positions her at the forefront of understanding and influencing the international corporate travel landscape.

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Originally hailing from South Africa, Courtney has called Hong Kong home for over six years. Throughout this time, she has concentrated her expertise within the business travel sector, specifically from a Travel Management Company perspective, further solidifying her status as an industry expert.

How has the landscape of business travel in the Asia Pacific region changed since the pandemic?

Since the pandemic, the landscape of business travel in the Asia Pacific region has significantly changed. There is a larger emphasis on the importance of prioritising health, safety, wellness, cost-effective alternatives, and sustainability.

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Have you seen a significant change in the volume of business travellers in Asia Pacific post-pandemic? If so, in what way?

According to FCM Travel Asia’s business travel data, the APAC region’s enthusiasm and demand for business travel volume, spending, and career satisfaction continue to surge, with no signs of slowing down. Asia showed a double-digit recovery in the first quarter of FY24. Southeast Asia and India showed a strong performance with continued gains in both market share and profits. Despite challenges faced in China and Japan, we expect to see further strengthening in the rest of the year.

What new travel policies and regulations have been implemented across the Asia Pacific that business travellers should be aware of?

There is a growing number of companies that have carbon and financial budgets to adhere to. Companies have implemented travel policies that prioritise lower carbon options and establish guidelines for travel expense allowances to manage both carbon and financial budgets effectively. Business travellers should be aware of their company’s emission reduction targets and be flexible in alternative modes of transportation such as rail, which has gained huge popularity in China.

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What are the key changes in business traveller expectations post-pandemic?

Post-pandemic, business traveller expectations have evolved significantly, with a shift towards prioritising flexibility, sustainability, and bleisure. Some key changes in business traveller expectations include flexible travel policies from companies, including the ability to change or cancel reservations without financial penalties. Business travellers are also increasingly seeking sustainability and purpose-driven activities during their trips, aligning with corporate responsibility goals. This includes choosing eco-friendly accommodations, engaging in community-based tourism, and incorporating sustainable practices into their travel activities. There is a growing emphasis on personal well-being and work-life balance, with business travellers seeking to combine their business trips with leisure, to balance their professional commitments with relaxation and downtime.

Are business travellers in Asia Pacific placing more emphasis on work-life balance and wellness during their trips? How are these expectations being met?

The pandemic took a toll on business owners and their employees. With everyone juggling competing priorities and often working longer hours to cover for staff shortages, it is clear that no one wants to go back to the stress levels experienced over the past few years. There has been an increased focus on caring for the mental and physical well-being of employees and that includes when they are attending meetings and events. This trend is shaping event planning, with a shift to designing more holistic gatherings at unique and different destinations. Companies are also recognising the need to factor in more breaks during events, more wellness activities, less packed schedules, and more informal downtime that allows for genuine connection.

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How important is flexibility in travel plans (such as booking changes and cancellations) for business travellers now compared to pre-pandemic times?

In a more dynamic business environment, last-minute changes in travel plans may be necessary to accommodate shifting business needs hence flexibility is important for business travellers. Companies are also increasingly prioritising risk management in their travel policies which includes the flexibility to adapt to unforeseen circumstances without incurring significant financial penalties.

Have there been changes in accommodation preferences, such as a shift towards boutique hotels or serviced apartments?

It all depends on the duration of their business trips. Business travellers on longer stays would prefer service apartments as their home away from home. Service apartments are a combination of hotel-like amenities with the comfort of a home with kitchens and laundry machines. For shorter stays, boutique hotels are also welcomed by business travellers as they are known for personalised experiences and allows travellers to stay within budget.

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How are travel companies in the Asia Pacific region adapting to meet the new expectations of business travellers?

Travel management companies have to listen to the wants and needs of their customers. We are known as the alternative business travel management company as we pride ourselves on being “glocal”. Our travel technology solution in India or China is built based on internal and external customers ‘Glocal’ requirements with the agility to adapt to new policies from the government. The FCM Platform is designed with a sound understanding of the nuances of different countries including India and China. For example, in China, business travellers can access an end-to-end ecosystem with a simple login to book their travels, get travel approvals, be notified about safety and risks, manage payments and expenses, track local air tax reimbursement vouchers, book local ride-hailing, buy insurance, calculate sustainability metrics, and provide reporting and analytics with data protection.

Have there been any changes or enhancements to loyalty programs to attract and retain business travellers?

Most certainly, airlines, hotels and even government bodies have enhanced their loyalty programs in an attempt to attract business travellers. For example, organisations that are members across the four membership tiers of Singapore Airlines’ HighFlyer programme can redeem a LoungeKey Pass for every 8,000 HighFlyer points earned on the company account. Accor in India is rewarding all event planners who book an event until 31st December 2024 with up to a 30 per cent deduction on their master bill, which includes a choice of a complimentary upgrade to the next higher category meeting or catering package, or one complimentary guest room for every ten guest rooms booked. ALL and Accor Plus members will delight in the double rewards points on qualifying events.

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Singapore Tourism Board’s latest global campaign positions the republic as the “World’s Best Mice City”. Business events held in Singapore can draw on a $300 million Tourism Development Fund first announced by the Ministry of Trade and Industry in March 2024, aimed at helping to develop and market new products and experiences and supporting local businesses in developing new intellectual properties. To further attract MICE event organisers, STB has revamped the Singapore MICE Advantage Programme (SMAP), featuring a refreshed set of privileges, including discounts from new lifestyle and retail partners, Mandai Wildlife Group and Design Orchard. Privileges with existing partners have also been expanded to include shopping vouchers and free experiences, including F&B.

What support services (such as travel advisories and assistance) are being provided to business travellers to help them navigate the post-pandemic landscape?

As safety has become of utmost importance post-pandemic, the FCM Platform provides real-time alerts and notifications, safe booking technology, traveller tracking dashboards, the ability to integrate with third-party risk providers and a team of dedicated experts who ensure that travellers are supported 24/7.

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What trends do you foresee in the future of business travel in the Asia Pacific region?

Technology is rapidly changing the future of business travel. In business travel, the emphasis is on Ethical AI, rather than just AI, to ensure that we uphold our obligations and protect travellers’ data while maintaining a human-centric approach. FCM has established an “AI Centre of Excellence” to enrich customer experiences, boost employee productivity and more. Our team of experts ensures that the AI deployed in our business is done so correctly and ethically, with the complete customer experience in focus.

There is a trend in the evolution of the ‘travel consultants of the future’. While the importance of AI in customer-facing technology is widely recognsed, the focus on agent-facing technology is often overlooked. The pandemic underscored the heavy reliance on people, particularly in people-led industries like TMCs, making it increasingly relevant to optimise the way travel agents interact with customers. I believe that the integration of AI into the consultant-facing workspace without compromising on high-quality service will be a primary goal for all TMCs in the years ahead.

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In an ever-changing business travel world, we must be able to adapt to the evolving needs of the industry while remaining steadfast in our commitment to serve and drive value to our clients. In doing so, we want to ensure our customers are always maximising their potential, especially with the continued emergence of NDC hence having the right tools in place is important.

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