A Comprehensive Approach to EFFECTIVE TRAVEL MANAGEMENT
Business Travel Today
Business travel continues to play an important part in building relationships and driving growth.
There is simply no better substitute for a ﬁrm handshake or an encouraging pat on the back.
Nevertheless, business travel is under closer scrutiny than ever before. Value has become the
Every business trip must generate concrete results in keeping with well-deﬁned objectives.
Consequently, travel programs are continuously monitored and ongoing program optimization
Greater savings are only part of the mandate. Service and security remain important imperatives
and decreasing travel’s impact on the environment is on everybody’s “Must Do” list. Furthermore,
today’s business travel market is highly complex and constantly changing.
How then can organizations today eﬀectively manage their travel programs?
One sure way is by working with a travel management company who truly understands their
needs and challenges and is consistently on top of market trends and best practices.
Carlson Wagonlit Travel (CWT) is just that company. As a global leader specializing in business
travel management, we are focused on helping clients derive greater value from their travel
programs. To that end, we have the people, processes, products and services our clients need
to optimize their business travel.
CWT knows that making the most of business travel can mean big returns for companies and
About Carlson Wagonlit Travel .................................................................4
CWT Travel Management Institute.......................................................19
Message from Douglas Anderson, President & CEO.......................5
Corporate Social Responsibility ...........................................................20
Eight Key Levers to Eﬀective Travel Management ...........................6
Core Values Guiding CWT ......................................................................21
CWT Products and Services .....................................................................8
The CWT Executive Team .......................................................................22
CWT Traveler & Transaction Services.....................................10
CWT Program Optimization ......................................................12
CWT Safety & Security .................................................................14
CWT Meetings & Events..............................................................16
CWT Energy Services ...................................................................18
About Carlson Wagonlit Travel
Carlson Wagonlit Travel is a global leader specializing in business travel management. The company is
dedicated to helping companies of all sizes, as well as government institutions and non-governmental
organizations, optimize their travel programs and provide best-in-class service and assistance to travelers.
By leveraging the talents and know-how of its people and providing leading-edge technology, CWT helps
clients around the world drive savings while delivering service and enhancing security and sustainability.
CWT delivers eﬃcient and innovative solutions
to optimize travel and meetings & events
management, by leveraging our global reach
with the best people and superior service.
CWT also plays a major role in meetings and events management, providing strategic know-how and a host
of services and technology solutions that help companies make the most of their investment.
CWT at a glance*
Present in more than 150 countries and territories
Nearly 19,000 employees
A diverse client portfolio of large corporations, small and mid-size
companies, and government institutions. Clients include one third of
the Fortune Global 100 companies.
More than 57 million on- and oﬀ line transactions
US$24.3 billion in sales generated by wholly owned operations
and joint ventures
* 2010 ﬁgures
A global leader:
Number one in Europe, Asia Paciﬁc and Latin America
Number two in North America
Customer satisfaction is a driving force at CWT
92% travel manager overall satisfaction rate
96% client retention rate
Message from Douglas Anderson
President & CEO
At Carlson Wagonlit Travel, we are proud of our success serving our customers around the world, every day. In the travel industry, you learn to
expect the unexpected. As we work through the challenges and opportunities of 2011, our focus remains on delivering the best travel service to
our customers around the world. Our commitment to excellence and meeting the needs of our clients using our in-depth industry knowledge,
passion and integrity is a deep-rooted conviction we all share.
We at CWT are privileged to work with clients in all business sectors as well as government and non-governmental organizations. Although many
of our clients are among the biggest and best-known corporations in the world, we take great pride in successfully delivering eﬀective travel
management to small and mid-size companies as well. Working hand in hand with our clients to truly understand their business needs and help
them realize their objectives through ﬂexible solutions is what sets CWT apart.
CWT has a multicultural team of people working around the world. Their strong sense of engagement and their expertise have contributed signiﬁcantly to our clients’
satisfaction and loyalty. The industry suppliers and business partners with whom we work are also committed to client care and excellence.
Our shareholders are global leaders in their own right. Their unwavering support has helped CWT pave the way in a fast-changing, complex environment. By being
innovative in all aspects of our business, we have continued to deliver added value to our clients, employees and shareholders alike.
Looking ahead, CWT will reinforce its global leadership and bring even greater value to our clients and stakeholders. Our strategy is focused and our priorities clear.
In addition, we oﬀer the ﬁnest products and services in our industry. In a world without boundaries, we have a vast geographic presence and hard-working people
who are among the best in their ﬁeld. Our history of longstanding client relationships also bodes well for the future. But we are never complacent. Every day, we seek
higher levels of performance that will beneﬁt not only our clients but our industry at large.
This brochure provides a glimpse into CWT and its activity. I trust those of you who know us well will ﬁnd yourselves in familiar surroundings. If you have not yet
discovered our company, I hope this information will be of relevance and encourage you to get to know us better.
“CWT will reinforce its global leadership
and bring even greater value to our clients and stakeholders.”
Eight Key Levers to Eﬀective Travel Management
In a complex, fast-changing environment, Carlson Wagonlit Travel works closely with
clients to help them identify their priorities and optimize their travel programs. This means
greater value in terms of safety, service and security for companies and their travelers.
Sustainability is also a key factor in the equation. Today, by mitigating business travel’s
impact on the environment, companies can help shape the future.
The eight key levers to effective travel management are at the heart of every
well-managed travel program. They provide a robust framework from which to work
and succeed. To that end, the CWT Travel Management Institute conducts in-depth
research into the underlying principles of eﬀective travel management and identiﬁes best
practices companies can implement with the help of CWT.
Provide the right services and assistance to travelers and
optimize transaction processing. Online booking tools for
simple transactions, coupled with expert travel counselors at the
point of sale for complex itineraries and special services, drive
savings and increase traveler satisfaction and productivity.
Tackle hotel spend. Representing 30-40 percent of a total travel
budget, hotel spend is often less carefully managed than air spend.
Establishing and closely monitoring a preferred hotel program that
travelers adhere to provides greater leverage for negotiations.
Security is also enhanced when travelers comply with a welldesigned program that meets their business needs.
Continue to drive air and ground transportation savings.
Optimized sourcing and changes in traveler behavior can lead to
greater savings. Negotiating with a limited number of preferred
airlines and requiring travelers to book restricted fares at least two
weeks in advance are two important means. Integrating rail into a
travel program can also bring tangible results in terms of savings,
traveler comfort and convenience, and reduced carbon dioxide
emissions. A well thought-out ground transportation program takes
car rental, limousine, chauﬀer-driven “black car” and taxi services
into account too.
Increase policy compliance and optimize demand
management. Together, a well-designed travel policy and strict
compliance can generate savings of on average 20 percent of total
travel spend.1 Mandates must be clear and compliance strictly
enforced in ﬁve main areas: advance air booking, restricted
airfares, preferred suppliers, traveler comfort (authorized air
class/hotel category), and preferred booking channels. Demand
management oﬀers another way to control costs by aligning travel
with business needs. To that end, some trips may be replaced with
alternatives such as teleconferencing to reach the same objectives.
Adjusting the travel policy, increasing compliance and monitoring
performance indicators also help optimize the quantity, frequency
and speciﬁcations of travel for better demand management.
Further consolidate travel programs. By bringing the
components of a travel program together on a local, regional or
global level, companies can save up to 20 percent of total travel
spend and enhance service and security. A standardized travel
policy, consistent booking and fulﬁllment processes, and
consolidated sourcing that includes just one travel management
company are keys to success.
Address security and corporate social responsibility.
A company’s duty of care applies to employees as well as the
environment in which they operate. For starters, this means
successfully managing the risks associated with business travel,
practicing responsible procurement and reducing their carbon
Integrate meetings and events into the travel program.
Meetings and events can represent 25-40 percent of a total travel
and entertainment budget. By integrating them into their travel
programs and applying the principles of eﬀective travel
management, companies can better control and optimize their
Develop actionable dashboards and performance measures.
Without relevant performance indicators and consolidated data
delivered in a timely, accurate, easy-to-use fashion, it is impossible to
evaluate a travel program and implement corrective measures where
Playing by the Rules: Optimizing Travel Policy and Compliance, CWT Travel Management Institute, 2008.
CWT Products and Services
CWT oﬀers ﬂexible solutions that generate value for companies of all sizes. Working
closely with clients to fully understand their goals, CWT provides products and services
that balance and meet the needs of travel managers, business travelers, procurement
professionals and C-level executives. CWT leverages its global footprint and innovative
technology with best-in-class tools to help clients around the world maximize the
eﬀectiveness and value of their travel programs while providing consistent and
dependable service to their travelers. As new trends emerge and clients’ needs
change, CWT uses its expertise to constantly evolve its products to provide innovative,
CWT products and services meet your varied needs
With more than 14,000 skillfully trained counselors, CWT offers best-in-class traveler services, booking assistance and optimized transaction processing.
CWT recognizes that clients have diﬀerent travel management needs, and our
services can be adapted to ensure your specific requirements are fulﬁlled
successfully. No matter the request, CWT can help companies identify and
implement service configurations that increase savings and enhance service to
best meet your travelers’ needs. For example, using a CWT Fulﬁllment Center can
maximize automation and simplify delivery for any type of transaction.
CWT also oﬀers clients access to all relevant content—scheduling, fares, room
rates and availability—and the most competitive pricing so they can accomplish
their objectives in accordance with their travel policy. CWT further assists clients in
driving online adoption and eﬀectively managing complex offline
bookings. Booking through CWT also provides eﬃcient access to the most
competitive hotel rates—negotiated by you and/or by us. Additional traveler
services—mobile alerts, VIP assistance, customer satisfaction monitoring and
around-the-clock emergency support—allow travelers to be more productive and
improve their overall experience.
Powerful tools for travelers
CWT Portal is the central gateway to all CWT online travel
services, providing travelers with 24/7 access to booking
services, proﬁle data, security news and alerts, destination
intelligence, health information and traveler tools.
CWT Portrait is a Web-based proﬁle management tool
that allows travelers and travel arrangers to create and
update traveler proﬁles 24/7, 365 days a year to ensure
accurate bookings, precise and informative reporting, and
Online booking tools can signiﬁcantly reduce travel
spend and increase policy compliance. CWT oﬀers
seamless integration of leading, third-party online booking
tools as well as proprietary tools in speciﬁc markets.
Service configuration change saves $1 million
in 3 months
A leading, global biotechnology company with $80 million in travel
spend wanted to streamline operational delivery to reduce costs and
enhance service quality. CWT worked with the client to implement an
outsourced CWT Full Service Center, resulting in savings of $1 million
in the ﬁrst three months, improved data consolidation and increased
Thanks to CWT’s mobile offering, travelers can receive
itineraries, ﬂight alerts, and health and safety information
via SMS and/or smartphone platforms.
CWT offers an array of products and services to help clients optimize their travel programs and increase savings.
The foundation of program optimization is the ability to capture and consolidate
data. CWT works with clients to ensure the data collected is timely, relevant and
accurate. Data is consolidated in a worldwide global data warehouse, ensuring
clients have the global, regional or country-level perspective they need. This
information is accessible through an industry-leading, global travel management
portal, available 24/7. The innovative interface allows clients to customize their
reporting display and track progress toward key company goals easily and
graphically and share this information with principal stakeholders.
CWT helps clients assess the maturity of their current travel programs in each of the
eight key levers to eﬀective travel management and follows up with the development
and execution of action plans to improve speciﬁc areas. The CWT diagnostic
approach is objective and quantitative, oﬀering fact-based, actionable data clients can
benchmark and use to make measurable improvements to their travel programs.
The program optimization team includes nearly 1,000 professionals around the
world who are responsible for analyzing travel programs and implementing
program optimization strategies. This diverse team of experts includes
program managers and data consolidation experts. Additionally, the consultants of
the CWT Solutions Group manage customized engagements in air, hotel and
ground transportation supplier sourcing, as well as technology, booking, fulﬁllment,
policy and compliance, meetings and events, and change management.
Demand management support
CWT demand management tools give clients a wide spectrum of options to
apply systemic controls that aﬀect the quantity, frequency and speciﬁcations of
travel, enabling them to manage costs without compromising business
The CWT Program Management Center is an award-winning, centralized
travel management interface that helps clients track compliance and trip
purpose by putting all of the performance metrics and information needed—
at a global, regional or local level—in one place.
CWT Policy Builder helps clients create a travel policy from scratch and
assess, benchmark and improve existing policies to support company
initiatives such as demand management.
CWT Policy Messenger, enables travel managers to automate messages
based on agency bookings or card data to target speciﬁc travelers and
CWT Telepresence, our virtual meeting oﬀering in partnership with Tata
Communications, provides new opportunities for business collaboration and
a smart alternative to travel.
Better-fit program improves hotel compliance
A global pharmaceutical group with $23 million in hotel spend
wanted to improve compliance with its preferred hotels policy.
Working closely with the CWT Solutions Group, they audited
transactions to identify ways to improve the hotel program’s ﬁt
with traveler needs, identiﬁed potential new preferred suppliers,
and improved service at the point-of-sale, resulting in a
20 percent increase in compliance.
Unused ticket management automation helps companies better utilize
unused tickets to enhance cost savings.
CWT’s safety offering keeps clients informed of travel risks and helps them locate and assist travelers quickly in a crisis.
To help avoid situations that may adversely aﬀect traveler safety, CWT provides
clients and their travelers with relevant information to increase awareness of
risks before, during and after a business trip.
When incidents occur, CWT’s thorough crisis communications process includes
eﬀective communication, as well as response and recovery procedures, to ensure
clients are informed and travelers well protected. CWT immediately alerts clients
of a travel incident by telephone, email and/or SMS. Travel managers can then
access accurate, actionable passenger data provided by CWT to quickly identify
and track affected travelers, delivering assistance where needed.
For advanced security needs, CWT works with leading, third-party riskmanagement and healthcare ﬁrms to oﬀer enhanced services designed to
monitor risk to personnel and facilities, protect travelers and respond to emergency
Helping improve security
CWT Guardian, our global suite of safety and security
services, oﬀers automated travel alerts, destination
intelligence, traveler tracking and traveler support to help
clients proactively avoid or eﬀectively manage risk.
CWT Policy Messenger allows travel managers and
heads of security to automatically alert travelers going to
Enhanced safety and security services are also
available, including trip-speciﬁc intelligence reports,
enhanced traveler tracking, direct communication with
aﬀected travelers, health information and other services
designed to mitigate risk.
Enhancing traveler tracking
A ﬁnancial services company with $38 million in travel spend
needed a partner who could monitor global incidents and send
immediate notiﬁcation in case of an emergency to help
improve traveler safety. CWT provided a complete solution via
its safety and security oﬀering CWT Guardian, which includes
travel alerts, destination intelligence, traveler tracking and
traveler support. In less than an hour after breaking news of a
plane crash, CWT alerted the client so they could contact an
aﬀected traveler who had been sent to the hospital and ensure
continued care and safety.
CWT offers a range of services to help integrate meetings and events with the travel program to optimize savings, enhance process control, improve
risk management and enrich attendee experiences.
CWT integrates best practices in sourcing, logistics and specialized
consulting to deliver a comprehensive M&E program that optimizes spend,
savings and return on meeting objectives. Taking control of meetings and events
can help companies save 10-30 percent in direct costs while improving meeting
and event services and return on investment.
CWT Events can help you develop event concepts that meet your business
objectives, then plan, fulfill and execute events that accomplish those goals
with market-speciﬁc event services tailored to your particular needs. They also
handle administrative and ﬁnancial tasks so meeting owners can focus on the
success of their events and deliver return on their investment.
CWT Meetings oﬀers a range of services to professionalize meeting planning
and execution, as a supplement to clients’ in-house processes, providing
expertise as needed in speciﬁc areas or delivering an end-to-end solution for your
planners and attendees. In addition, professionals from CWT Meetings & Events
Solutions can help you gather and analyze the data and information you need
to build a best-in-class M&E program and improve it year after year.
CWT’s comprehensive, post-meeting reporting package consolidates data from
multiple sources to measure the ﬁnancial impact and eﬀectiveness of each meeting.
In addition, data consolidation enables clients to leverage combined M&E and
business travel spend for more eﬀective negotiations. CWT also has best-in-class
technology enablers to facilitate eﬃcient processes and provide the meeting tools
and services planners need. Furthermore, traveler tracking and risk management
are enhanced when M&E participants book through CWT.
With CWT Meetings Strategy Plus, companies can
strategically strengthen their M&E program by leveraging
both customized consulting and professional meeting
planning and execution. Our M&E professionals can assess
and evaluate your current program, including the sourcing
strategy and meetings policy. They can then design and
implement a program that meets your unique M&E program
objectives and provide ongoing analysis and actionable
recommendations for continued improvement.
Consolidated M&E approach drives savings
A high-performance network solutions company with $15 million in annual M&E spend
wanted to optimize their M&E investment and improve processes to avoid penalties
while increasing beneﬁts to attendees and the company. CWT negotiated hotel
contracts to gain more value from suppliers, including better indemniﬁcation and
cancellation clauses, while implementing tools and process improvements to create a
more organized approach to meeting planning. The client saved an average of 26
percent on CWT-managed meetings and events while improving its registration
process, supplier negotiations and planning.
We’re experts in our business...to help you manage yours
CWT understands the business of energy-related companies; and we have the experience,
expertise and ﬂexibility to meet your company’s unique needs. With professional, dependable
operations worldwide and specialized services; CWT Energy Services handles your travel needs
so you can manage your business more eﬀectively.
We are experts in getting people to and from diﬃcult places on a daily basis, with maximum
eﬃciency. Our trusted travel agents are speciﬁcally trained to support multinational crew
rotations and remote ﬁeld operations. We help our clients minimize risk and provide
consolidated global data on their travel operations.
Marine & Oilﬁeld Travel Logistics International (MOTLI), our wholly owned consolidator
company, oﬀers specialty contracts with signiﬁcant discounts oﬀ published fares to qualiﬁed
travelers. Our specialized services center provides 24/7/365 expanded travel services
exclusively to CWT Energy Services clients.
For more than 25 years, CWT Energy Services
has excelled in delivering specialized travel
services to companies in:
Oil & gas: Including equipment & services
Drilling and exploration (Upstream)
Energy: Refining & marketing
CWT Travel Management Institute
The CWT Travel Management Institute conducts in-depth research into effective travel management practices to help clients worldwide derive
the greatest value from their travel program.
Drawing on the global resources of CWT, the institute provides a regular ﬂow of business intelligence and best practices oﬀering actionable insights into travel
management. To that end, the global edition of CWT Vision presents timely overviews and interpretations of industry trends.
Recent research published by the CWT Travel Management Institute includes:
Travel Management Priorities for 2011
Eﬀective Travel Management: Eight Key Levers to Optimize a Travel Program
Meetings & Events: When Savings Meet Success
Room for Savings: Optimizing Hotel Spend
Playing by the Rules: Optimizing Travel Policy and Compliance
Global Horizons: Consolidating a Travel Program
Toward Excellence in Online Booking
Quarterly insights in collaboration
with CWT Solutions Group
Annual report of travel managers’
Corporate Social Responsibility
As a leading provider of travel management products and services
worldwide, CWT is addressing issues of Corporate Social Responsibility
(CSR) by helping clients reduce the impact of their travel program on the
CWT actively and eﬀectively helps clients build sustainable travel programs by
enabling travel management professionals and travelers to make well-informed
decisions to reduce their carbon footprint. As a result of these eﬀorts, we
have won the coveted Icarus award from the Institute of Travel Management U.K.
and Ireland for three years in a row. With CWT, clients can strategically calculate,
measure and manage emissions to align their travel programs with their overall
Travelers can calculate and compare the carbon impact of their trip on the
environment at the time of booking, while CWT’s post-trip emissions reporting lets
travel managers measure the carbon footprint of their corporate travel programs
and evaluate progress toward reduction goals. CWT also provides advanced
emissions management services through The CarbonNeutral Company, one of
the world’s leading carbon oﬀset and climate consulting companies.
Our commitment to support clients’ sustainable travel represents only
one dimension of our company-wide CSR initiatives.
An important part of our mission is to foster the development and well-being of
our employees, ensure productive relationships with all of our stakeholders,
protect the environment and be good citizens in the communities where we
operate. Principles of ethical and safe conduct, coupled with our core values and
a sense of corporate citizenship, provide the framework which guides CWT both
in its business activities and its CSR initiatives. Speciﬁcally, CWT has made
diversity, the environment and community involvement the focus of its
Government agency increases sustainable travel
A government agency that supervises environmental issues and has $2.1
million in travel spend wanted to improve environmental reporting
capabilities and traveler decision making within its own travel program. With
help from CWT, the agency implemented an online booking tool that features
the CWT Carbon Calculator, signiﬁcantly increasing travelers’ awareness of
the environmental impact of their travel choices. As a result, rail is now the
preferred travel option for trips of less than three hours.
CWT supports global healthcare
Together we can ﬁght HIV/AIDS, malaria, tuberculosis and improve maternal
& child health. MASSIVEGOOD is the Millennium Foundation’s innovative
fundraising project whose mission is to be a worldwide movement that gives
travelers the option to make a micro-contribution ($2/€2/£2) toward a
healthier world every time they buy a plane ticket, reserve a hotel room or
rent a car.
Core Values Guiding CWT
Six core values underlie the collective spirit and code of conduct at CWT. Employees are guided by these principles as they build new relationships,
sustain existing ones, make determined choices and carry out their professional responsibilities.
Putting the needs of clients ﬁrst and
striving to continuously provide an
outstanding level of service
Being a dependable and trustworthy
business partner, committed to
oﬀering industry-leading products
Continuously seeking higher levels
Approaching new challenges with
creativity, resourcefulness and agility,
reacting quickly and eﬀectively to
provide innovative solutions
Fostering respect and a team spirit
in the workplace, embracing and
leveraging the multicultural essence
of the company, and providing equal
opportunities to talented individuals
Building productive, longstanding
relationships by being truthful and
promoting open communication
The CWT Executive Team
Chief Executive Oﬃcer
Executive Vice President,
Global Human Resources
Middle East, Africa
and Latin America
Vice President &
Executive Vice President &
Chief Financial Oﬃcer
Executive Vice President,
Traveler & Transaction Services
Executive Vice President,
Global Program Solutions
Chief Operating Oﬃcer,
Products and Technology
President, North America
Carlson Wagonlit Travel has two shareholders. Carlson, a global hotel, restaurant and travel company, holds 55 percent of CWT shares.
Chase Travel Investment, an aﬃliate of JPMorgan Chase & Co., holds the remaining 45 percent..
Wholly Owned/Joint Ventures/Minority Holdings (48)
Congo, Democratic Republic of the
Congo, Republic of the
Trinidad and Tobago
United Arab Emirates
CWT Head Offices Worldwide
Europe, Middle East, Africa
and Latin America
31 rue du Colonel Pierre Avia – CS 91551
75741 Paris Cedex 15
Tel. +33 (0)1 41 33 65 00
701 Carlson Parkway
Minneapolis, MN 55305
Tel. +1 (800) 213-7295
70 Anson Road
#20-01 Hub Synergy Point
Tel. +65 6505 4800
Carlson Wagonlit Travel is committed to promoting environmental sustainability. This document
was printed on paper from managed forests. We used uncoated paper and no-glue binding for
Copyright © 2011 CWT