Many factors must be considered in selecting a carrier for a major meeting, conference, or incentive program. This article takes you through the ins and outs of group travel and tells what to look for, what to ask for, and where to find more information.
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OVERVIEW
Happy flying! That's what every planner tries to provide for a group, and no wonder. After all, the flight is more than transportation. Whether the occasion is a corporate meeting, a conference, or an incentive program, the flight is part of an important milestone in the participants' careers. Often, it's a social occasion where attendees renew acquaintances and make new friends. On long flights, especially, those hours in the air can be a bonding experience.
Choosing a carrier, however, is anything but easy. You have to deal with zone fares, frequent-flyer miles, different prices for the same seat on the same flight, nonrefundable fares, through fares, code sharing, and Saturday night stay-overs. But fares are just one consideration in booking an airline that is right for your group's needs. Other important elements are such things as the carrier's gateways, schedule, and routing. Does the airline understand the requirements of meetings, conferences, and incentives? Should you choose an international carrier or a domestic airline for your international travel? Is it best to go with commercial or charter service?
In the process of weighing these factors, you will also begin thinking about the qualifications of individual airlines. How reliable is this carrier; what is its reputation for courtesy; how much help is it prepared to offer you in planning a trip? Professionals in the meetings and incentive business are an excellent source of hands-on information about the airlines, as is your travel agent. For an overall view of the industry, consult Frequent Flyer magazine, which publishes results of the J. D. Power Airline Awards in its May issue every year.
WHAT TO CONSIDER IN SELECTING AN AIRLINE
Gateways. Are the carrier's gateway cities convenient for your attendees? If the carrier's gateways are limited, you should ask the carrier for a through fare on another airline in order to connect with their service. Or you can purchase a separate ticket on another carrier. Note that, if you do the latter, passengers will have to reclaim their baggage and check it again. The benefit of a through fare is that passengers may check their baggage straight through from departure to final destination.
Schedule. How often does your carrier fly to your destination? Service on some long-haul routes may not be daily. Make sure that flight schedules fit the dates of your meeting, conference, or incentive trip. Otherwise, there may be unwanted time spent away from the office.
Routing. Although two airlines both fly from point A to point B, their routing is usually different. Some routes, particularly long-haul routes, may include several connections, change of aircraft, and long stopovers. That can add up to an extra day of traveling. Make sure the "great" fare you were quoted does not entail unnecessary travel time. You want attendees to arrive at the destination fresh and ready to go, not feeling as if they've gone through a war getting there.
The airline's understanding of the meeting, conference, and incentive business. Each carrier's internal structure is different. Some have a national meeting and incentive manager, while others ask that you deal directly with your local sales representative. Incentive programs have special needs, as do large meetings and conferences where people are coming from several different cities. When attendees are traveling individually, airlines offer special fares that can be booked directly through the airline or with a travel agency by using an identification code number given by the airline. These fares are good for travel for a specific period of time before and after the meeting. For groups originating from several gateways throughout the country, many carriers have zone fares (see How to Negotiate).
It stands to reason that airlines with incentive travel departments are in a better position to understand the special needs of your incentive travel award program. They recognize the different elements of incentive travel, such as the need for deviations from the group travel dates for pre- and post-event tours or the likelihood of last-minute arrangements for those who qualify for the trip at the end of a program. They know that incentive travel awards begin with the outbound flight, and they will assist you in adding amenities to make it a memorable occasion.
International vs. domestic airlines. When traveling to a foreign destination, international carriers can be an excellent resource on the latest trends, hotels, venues, destination management companies, and touring attractions in their country. Another significant factor is that the feeling of the destination begins in-flight with the international style of service on these carriers. One objection to using an international carrier may be the absence of a frequent flyer program. However, most international carriers are joined to the frequent flyer programs of the major domestic airlines. The benefit of domestic airlines is that most have many gateways within the U.S., making it easier to arrange travel from several departure cities. Yet, most international carriers have code-share agreements with domestic carriers that feed passengers into their gateway cities. Thus the choice usually boils down to a matter of preference and the relationship you have with a particular carrier.
Commercial airlines vs. charter airlines. The use of charter aircraft is not restricted to such high-end groups as board meetings and top-tier incentive programs. Actually, the number-one reason for choosing a charter is flexibility of schedule. Takeoff and departure are determined by the client, not by the carrier's schedule. Another time-saving benefit of chartering an aircraft is that attendees headed to a meeting can begin to conduct some of their business en route. Also, charter aircraft can easily take a group to and from destinations that don't have much scheduled service, known in the industry as "lift". For example, Kim Crosser of Premier Charter Network took a corporate group of 120 nonstop from Des Moines, Iowa, to a meeting in Cabo San Lucas, Mexico. The pricing was comparable to scheduled service, yet traveling time was significantly shorter because scheduled service from Des Moines to Cabo entails several connections.
For incentive groups, charters often offer such things as specialized menus, an open bar, and in-flight entertainment programmed for the group. It will cost more than going commercial, but management usually justifies the expense in the name of motivation. Since the cost of hiring a charter aircraft is based on taking the entire plane, the key is to fill as many seats as possible. To determine the right type of aircraft and service for your group, talk to the charter companies (see Charter Airlines).
HOW TO NEGOTIATE
There are no hard-and-fast rules for airline negotiation, because each carrier has different policies. Some rules are written in stone, and some are flexible. A lot depends on your relationship with the carrier and how much business you do with it. If you, your travel agent, or your incentive company have previously booked meetings and incentives with a carrier, you are likely to do better in negotiations, because you have a proven track record. The airline knows that when you say you are planning a trip for a group of 100, it won't turn out to be a group of 10.
Price. Fares are quoted in two ways, either as a published tariff that includes the travel agency's commission (8 percent is standard, but commissions on group travel are often higher) or as net fares. A net fare is just that, a price without any commission added onto it. Published or net, all fares vary according to season, gateways, routing, number of seats needed, and the day and time of the flight. Load factors play an important role in your negotiations. Fares tend to be higher on popular routes and lower on routes that do not sell out. On the less popular routes, you are likely to get a better fare and more concessions from the airline. In looking for the most reasonable fare, sometimes it boils down to price versus convenience. For example, weekend travel is usually higher than weekday travel. However, staying over on a Saturday night might get you a lower fare. In general, having the flexibility to change dates and times is advisable if you want to save money. Advice: Always ask for what you need and what you want. You may be pleasantly surprised with the outcome.
Seasons. Each route has its own high, low, and shoulder seasons. For example, winter is high season for New York to the Caribbean but low season for New York to London. Ask the airline about seasonal factors on the routes you are considering. If your timing is flexible, you may get a lower fare.
Size of the group. Bigger is not always better. Airlines follow strict yield-management rules, and there are only so many seats allocated in each fare category. In most cases, when you see an extremely low fare advertised in your newspaper, it is unlikely that it is available to a large group. The coach section of the aircraft may have ten or more different prices for the same seat with the same service. That is bound to affect the number of seats available at the group rate. For example, if your group needs 350 coach seats on a 747 and the total number of seats in coach is 399, it is unlikely that you will get the lowest group fare for all attendees. You will get a fare based on the expected monetary yield of the flight.
Aircraft capacity is another consideration. Obviously, there will be more group seats for sale on a 747 than on a DC10 or an Airbus. And since capacity is greater on the 747, chances are price may be less, again, depending on the season and the route. Ask your airline representative what type of equipment (aircraft) is being used on your flight. That will tell you the seat configuration (examples: three-four-three or two-five-two), which helps when making seat assignments.
Zone fares are commonly used for groups with members coming from many different parts of the country. The carrier divides the country into three or four sections and offers zone fares rather than quoting a different fare for each departure city.
Two-for-three seating. When incentive planners book coach seats on a long-haul flight, they often will purchase three seats for two passengers, thereby providing extra room for people to spread out. Usually, there is no discount in the cost of the extra seat.
Name changes. Talk to the carrier and find out when it must have a list of names for your group. Find out the final date for name substitution. Sometimes, the names of people who have qualified for an incentive program are not known until close to the departure date. The airline usually will help you deal with this situation by holding a block of seats for your group.
Deviations. Most group-travel fares are available for a limited number of days before and after a meeting or incentive program, but you may be able to open this window wider. Airlines generally are willing to extend the period during which attendees may travel on the same ticket at the group rate. There's good reason for this flexibility. Meeting planners need to arrive before the group, and some people may come early to attend workshops or board meetings. Perhaps most important, the extended period allows people to tour before or after the program. Like all large companies, airlines have restrictions on what they will allow, but it's worth asking your airline representative to waive some of them for your group. Example: the requirement to stay over on Saturday night to qualify for a lower fare.
Site-inspection tickets. Free airline tickets have become less common during the last ten years. Some carriers, however, still give free site-inspection tickets selectively, usually basing their decision on their relationship with the client and the potential for substantial business. Most airlines have gone from giving planners free tickets to charging anywhere from full fare to a minimum fee of, say, 25 percent of the published tariff. Some carriers will reimburse you for the site-inspection trip with free tickets when the group travels. One domestic carrier gives an allotment of site-inspection tickets to the convention and visitor's bureaus in its gateway cities and lets the CVBs handle the distribution.
Tour-conductor tickets are free tickets given at the time the group travels. Based on the number of passengers traveling in the group, they are a bargaining tool. You may be able to get a lower fare by taking fewer tour- conductor tickets or pay a little higher fare and obtain more tour-conductor tickets. It's up to you to figure out what works best for your group. Airlines generally will give anywhere from 1 tour-conductor ticket for every 40 tickets purchased to 1 free ticket for every 25 tickets purchased.
Productivity tickets. In the case of meetings or conventions that entail mainly individual travel, carriers will award free tickets after the event. These "productivity tickets" may be used for up to one year from the date of issue. They come in handy when you are planning your next meeting or incentive program.
Frequent-flyer miles. Unless other arrangements are made by a company, frequent-flyer miles will be awarded to the individual passenger, not the employer who is paying for the trip.
USING AN INCENTIVE HOUSE OR TRAVEL AGENCY
The benefits of using an incentive house or a travel agency for the air-travel portion of your meeting, convention, or incentive program are many. Such firms customarily have a working relationship with several airlines. They will know the person to contact for your needs, and, if they have a proven track record with the airline, that could help you get a better deal. Also, travel agencies and most incentive houses can simplify the booking process, because they have the capacity to issue airline tickets.
AMENITIES
Although each carrier has its own service standards, it is possible to enhance your group's preflight and in-flight experience with amenities. Some of the extras listed below are free, and others, such as upgraded meals and personalized headrests or menus, are not. Ask your airline representative about extras well in advance, because the requests must go through many departments at the airline.
ON THE GROUND
Dedicated check-in counters. This is advisable only if the carrier has enough counter space. If your airline offers dedicated check-in, ask if there is a sufficient number of check-in counters to keep the line moving. Otherwise, forget it.
Meet-and-greet area. Ask if it is possible to have a podium or signs placed in the check-in area for your staff to greet attendees as they arrive.
Meeting rooms for preflight refreshments. Are there meeting rooms at the terminal or at airport hotels where your group can gather and enjoy refreshments before the flight? Some airports have them, others don't. There is usually a charge for the room rental and for catering.
Group baggage tags. Many carriers issue group baggage tags to ensure that everyone's luggage stays together and arrives on the baggage carousel at the same time.
Preboarding. Ask your airline representative if it is possible for your group to go to the head of the line.
IN THE AIR
Welcome announcements. On-board welcome announcements must be planned in advance. Give your airline representative the message to be read to your group, and he or she will set it up. Then, the captain will make an in-flight announcement to your group. For example, an incentive group might be congratulated on the results of its sales campaign.
Personalized headrests. Headrests imprinted with your company logo may be purchased from the carrier. The headrests are placed on the seats assigned to your group. Again, advance planning is needed for the printing and for coordination with the ground crew.
Upgraded food and drink. Another special touch is an upgraded menu for your group. This could mean wine with dinner, an appetizer, a special entree or dessert, or a flower on the meal tray.
Printed menus. You can request a specially printed menu with your company logo and a message from the president.
INDIVIDUAL TRAVEL CERTIFICATES
When talking to carriers about handling your meeting and incentive trips, you might ask them about a relatively new offering: Following the lead of the hotel industry, the airlines are selling individual travel certificates. Companies use them in conjunction with incentive campaigns and other employee-reward programs. Since the perceived value of travel is high, individual certificates are an excellent motivational tool. The certificates are not to be used for business travel, and most come with requirements, such as a Saturday night stay-over.
COMMERCIAL AIRLINES
Aer Lingus. Group Desk. Call 888-474-8448; fax 516-752-2045.
Aerolineas Argentinas. For your local sales office, call 800-333-0276; click on http://www.aerolineas.com.ar.
Air France. Michael Stevenson, USA manager, incentive and Concorde charter sales. Call 800-366-1613 or 312-440-7912; fax 312-0440-7949.
Air Jamaica. Edith Y. Seaton, sales manager, Meetings and Incentives. Call 718-830-0622. Fax 718-275-8717.
Air New Zealand. Kathleen E. Hughes, incentive sales manager, North America. Call 310-648-7026; fax 310-648-7017.
All Nippon Airways. Anthony Brinn, manager, market development, North America. Call 212-307-2181; fax 212-969-9022; e-mailmailto:brinn-nyc@worldnet.att.net; click on http://www.ana.co.jp.
America West Airlines. Domestic and International Convention and Meeting Services. Call 800-548-7575. American Airlines. American’s group and meeting travel desk. Call 800-AA1-CALL; go to http://www.aa.com.
British Airways. Group Desk. Call 800-654-6150; click on http://www.british-airways.com.
Cathay Pacific Airways. Scott Mowrer, marketing and sales manager. Call 310-615-1113.
Continental Airlines. Meeting Works (multi-origin travel), call 800-468-7022. Group Works (single-origin travel), call 800-525-1700. Go to http://www.flycontinental.com.
Delta Air Lines. Delta's Meeting Network Center has expanded its service into the Netherlands and Sweden. Call 800-241-6108. Go to http://www.meeting.delta-air.com.
Egypt Air. Jessica Nancy O'Keefe, eastern regional sales manager. Call 212-581-5600; fax 212-586-6599.
Finnair. George Garber, manager, incentive/special interest sales, USA. Call 212-499-9000 ext. 482; fax 212-499-9036.
Frontier Airlines. Call 800-908-9069. Go to http://www.frontierairlines.com
Lufthansa. Buck Broker, manager, key accounts special sales. Call 516-296-9465; fax 516-296-9465.
Malaysia Airlines. Abu Omar, sales manager, meetings and incentives. Call 310-535-9288; fax 310-535-9088.
Northwest Airlines. World Meeting and Incentive Line: Group, call 800-645-9696; Individual, call 800-328-1111.
Qantas. Laura Howell, incentive and meeting manager of the Americas. Call 312-795-3090; fax 312-425-9594; e-mail chinaqf@mcimail.com.
Reno Airlines. Group and Casino Marketing Dept. Call 800-736-6426. Go to http://www.renoair.com
Singapore Airlines. Terri Steinberg, sales manager, Midwest. Call 312-419-6780.
South African Airways. Group Desk. Call 800-722-9675; fax 954-769-5076; web site mailto:resusa@saa-usa.com; email: saausa@baxter.net or mailto:reusa@baxter.net.
Southwest Airlines. Group and Meeting Desk. Call 800-433-5368. Go to http://www.southwest.com.
Swissair. Kevin Forde, incentive sales manager, USA. Call 312-630-5800; fax 312-630-5823; click on http://www.swissair.com.
Tower Air. Group Desk. Call 718-553-4300; fax 718-553-4676; click on http://www.towerair.com.
TWA. Group Desk. Domestic, call 800-223-2013. International, call 800-489-4685.
United Airlines. For information, call Vincent Hailey, manager of incentive sales, 847-700-2574. For bookings and price quotes, call Group Sales at 800-426-1122. Go to http://www.ual.com.
US Airways. Meetings & Conventions. Call 800-334-8644 or 336-760-7748. Go to http://www.usairways.com.
Varig. General reservations, call 800-468-2744; Group bookings, call 800-948-2744.
CHARTER AIRLINES
Charter Services. Scott Parkinson, manager incentive and special programs. Call 505-761-9000; fax 505-342-7377; click on http://www.chartersvcs.com.
Flight Time International. Kelly Brooks, vice president marketing. Call 781-891-0405; fax 781-891-9540; e-mail mailto:p_thurman@flighttime.com; click on http://www.flighttime.com.
Miami Air. Robert Conser, Vice President sales and marketing. Call 305-876-3600; fax 305-871-4222; e-mail marketing@miamiair.com; click on http://www.miamiair.com.
Premier Charter Network, Inc. Kim Crosser, president. Call 612-586-0525; fax 612-586-0831; e-mail premierair@aol.com.
ASSOCIATIONS
The associations below are an excellent source of information about all aspects of the meetings and incentives market, including transportation. Many carriers are members of these associations, which run workshops and seminars for members throughout the year.
Meeting Professionals International (MPI). Call 972-702-3044; fax 972-702-3069; click on http://www.mpi.web.org.
Society of Incentive & Travel Executives (SITE). Call 212-575-0910; fax 212-575-1838; click on http://www.site-intl.org/.
TRADE SHOWS
Incentive and meeting specialists from the airlines, along with hotels, tourist boards, and destination management companies, attend these travel-industry shows. It is a good place to meet the airline representatives and discuss your upcoming meetings, conferences, and incentive programs.
For a list of Industry Events, go to #9510, Calendar of Industry Events.
BOOKS
Access to Air Travel for People with Reduced Mobility. $30; through Amazon.com, $30.
All you Ever Wanted to Know About Flying: The Passenger's Guide to How Airlines Fly, by Julien Evans. $15.95; through Amazon.com, $12.76.
Exercises for Airplanes: (And Other Confined Spaces), by Janet Diamond. $8.95; through Amazon.com, $7.16.
Nuts!: Southwest Airlines' Crazy Recipe for Business and Personal Success, by Kevin Freiberg. $24.95; through Amazon.com, $17.47.
The Fearless Flyer: How to Fly in Comfort and Without Trepidation, by Cherry Hartman, Julie Sheldon Huffaker, and Nancy Coffelt. $20.95; through Amazon.com, $20.95.
The Vital Guide to Major Airlines of the World, by Gunter Endres. $14.95; through Amazon.com, $10.47.
PUBLICATIONS
These magazines, some of which are free to qualified subscribers, feature destination reports and information on airline service.
Business Traveler. Monthly. $29.97/yr. Call 800-726-1243; click on http://www.btonline.com.
Frequent Flyer. Monthly. Publishes the J. D. Power Airline Awards in its May issue. $24/yr. Call 800-323-3537; click on http://www.oag.com.
Inside Flyer. Monthly. $36/yr. Call 800-767-8896; click on http://www.webflyer.com.
Meetings & Conventions. Monthly. $79.90/yr. Call 800-446-6551; click on http://www.meetings-conventions.com.
Successful Meetings. Monthly. $55/yr. Call 212-592-6263; click on http://www.successmtgs.com.
Meeting News. 18 times a year. $65/yr. Call 800-447-0138; click on http://www.meetingsnews.com.
Corporate Meetings & Incentives. Monthly. $65/yr. Call 847-427-2072; Click on http://www.meetingsnet.com.
OAG, Official Airline Guide. Monthly. Pocket guide, $96/year. Desktop worldwide version, including fares, $399/year. Call 630-574-6000; click on http://www.oag.com.
RELATED SMN ARTICLES
For more information about planning meetings, conventions, and incentive programs, see Doc. 3010, Incentives Overview, Doc. 5010, Meetings Overview, and Doc. 5020, Plan a Great Meeting!
