World Travel Protection CEO, Adrian Leach, says he doesn’t need to look far for inspiration in his position. He is inspired by the WTP team every day, from the medical professionals to the talented logistics team who have had to overcome some real challenges and hurdles during this pandemic.
We caught up with Adrian in this week’s Talking Travel to discuss the challenges of the current climate, why he always travels with a rubber door stop and more.
What does your job involve?
Leading the global assistance business World Travel Protection (WTP) with locations in Brisbane, Toronto and Shanghai, driving the WTP global assistance strategy and supporting our amazing team comprising of medical, security and logistics professionals to support our clients’ travel risk management needs.
How have you tackled the difficulties caused by COVID-19?
As we are in the travel industry, the pandemic has presented some challenges and difficult decisions. However, with the support of the Cover-More Group and Zurich, we have maintained our focus on the future and continue to invest in our people, technology and facilities. Our new Travel Assist Portal went live at the end of July and we’ve incorporated COVID-19 specific information by country, updated every 24 hours to provide the greatest level of relevance for our clients, including all the restrictions applied by local governments, international flight requirements etc.
We have adapted well, we are actively supporting clients assessing how to best return to travel when borders open, and we are ready to support our clients when travel does return.
What do you enjoy most about your profession?
Supporting people when they need it most.
What are the biggest challenges for you in your profession (outside of COVID-19)?
Ensuring global travellers are well prepared – the key to success in travel risk management is the pre-trip planning. Even experienced travellers should plan their trip.
What do you think are the biggest challenges the industry faces?
The Travel Assistance industry is unregulated; many sales lead organisations invest more in the marketing and commissioned-based selling of the service than they invest in the operational delivery of these services. The industry needs to focus on delivery standards, ensure provider networks are physically assessed and that appropriately skilled, credentialed and current practising professionals are in place within their delivery centres.
What do you think will be the biggest game changer in the travel industry in the next 12 months’?
The traveller will become more self-educated on travel risks, and the pandemic will change the way the traveller looks at their next trip. I expect more attention on hygiene factors, quality of facilities at the end destination, and the avoidance of large crowds for some time.
What destination/travel trend do you think is the next big thing?
I expect the family reunion-type trips to be significant for a while as people reconnect. Corporate travel will return slowly as the value of face-to-face collaboration becomes apparent and management from global organisations in manufacturing, construction and extractive industries seek to be present on site at their operational assets.
What are your thoughts on responsible travel and how do you try to implement this in your workplace?
Travel needs to be for practical reasons. As we have multiple locations around the globe and we need to audit and meet with our global provider network, travel is essential for our team. However, we are all committed to sustainability and we therefore avoid small day trips or overnighters and make sure the trip is creating value.
Who inspires you most and why?
I am inspired by the WTP team every day, from the medical professionals leading the best remote health care I have ever seen, to the talented logistics team who have had to overcome some real challenges and hurdles during this pandemic. I don’t need to look far for inspiration.
What is your must pack travel item(s)?
A rubber door stop – I never travel without it. I have travelled to so many remote locations around the world over the years, but you need to take safety seriously, especially when you’re asleep. Make sure the door cannot be opened easily.
Who would you invite on your next holiday if you could choose anyone and where would you go?
It would be my family; this period has been exceptionally difficult for them and I would love to take them back to our favourite location in Hawaii.
Contact Email – Cheryl.Hood@worldtravelprotection.com
