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Egencia Rethinks Agent Hiring And Training To Cultivate 'Tech-Savvy Millennials'

Knowing well that the next generation of travel agents won't look like the current one, Expedia-owned travel management company Egencia has adopted a program to attract and train a younger demographic of frontline counselors.

ARC to Market WNS Offshore Services

Business process outsourcer WNS Global Services last week announced a deal in which the Airlines Reporting Corporation would help market to airlines the Indian conglomerate's finance and accounting services. The pair also will explore expanded data analytics services using ARC information and WNS people and technology.

CTM Finds European 'Anchor' With Chambers Acquisition, Expands In U.S. With D.C.'s Diplomat

Australia's Corporate Travel Management on Tuesday announced the acquisitions of U.K.-based Chambers Travel and Washington D.C.-based Diplomat Travel.

ECT Doubles, Gets ARC, Goes Offshore

Gross bookings volume handled by Expedia Corporate Travel doubled in the fourth quarter of 2004 compared with the same period a year earlier, following progressively higher growth rates each quarter of the year, officials said last week. Meanwhile, ECT has diversified its full-service configurations to include outsourced and offshore servicing--and is scheduled by the end of March to get its own ARC number to smooth supplier contracting.
INTERVIEW: Continental Airlines Distribution Director Scott Stachowiak

INTERVIEW: Continental Airlines Distribution Director Scott Stachowiak

After Travelport announced an extended participation deal with Continental Airlines, Continental director of distribution Scott Stachowiak spoke last week with Jay Campbell of The Beat about relationships with the global distribution system firms, concerns about offshore distribution costs, direct connections, industry merchandising standards and Google. Excerpts follow.
INTERVIEW: WNS Travel Services CEO Anup Gupta

INTERVIEW: WNS Travel Services CEO Anup Gupta

Examples of offshore servicing of corporate travelers are rare, more than two years after Siemens Shared Services went public with a full-service, Bangalore-based, cross-border traveler support center. Nonetheless, business process outsourcing providers see a ripe market in corporate travel, and travel management companies, ever mindful of labor and processing costs, are keeping an eye on it. Originally set up by British Airways, WNS Global Services recently said it would expand its efforts to a

T&T, New Third-Party Build Corp. Traveler Portal

Omaha's Travel and Transport engaged a local technology company using offshore resources to build a new traveler portal that now provides six corporate clients single-sign on access to booking tools, flight information from FlightStats, profile management using a T&T-built tool and other features.

Amex Cuts Offshore Partnership As Well As U.S. Jobs

American Express on October 31 terminated a partnership with Tampa-based Sykes Enterprises for Emergency Travel Service call support in the Philippines. At its peak, the center handled 20 percent of 24-hour emergency service calls for Amex, a spokesperson said.

Galileo Brings Help Desk Back Onshore

Galileo International users reported "increased customer service and satisfaction" after the global distribution system provider, a unit of Cendant Corp., this year brought some of its help desk services back to the United States from India, a spokesperson said.

WNS Goes After BPO for Corporate Agencies

Business process outsourcing provider WNS Global Services last month said it is attempting to break into corporate travel. The vendor to Travelocity and dozens of other travel companies is making its push just as a backlash against offshore customer servicing may be waning, sources suggested.