The critical need for Duty of Care

The ground transport domain has nowadays three main topics to debate: licensing, insurance and passenger safety. But for the last two years, more and more providers began to pay more and more attention to passenger safety and insurance.

It might seem more important to value technological innovation and an improved booking system, but  Carey San Diego always knew that customer safety and care are a priority if you want to be a longlasting trusted ground transportation provider.

Any respectable business owes a duty of care to their customers so any provider must reassure them that he can be trusted to keep them safe. Not succeeding in this endeavor translates into bad headlines and lost revenues.

Kevin Iwamoto is a Senior Consultant at GoldSpring. He recently participated at the 2016 GBTA Convention in Denver and spoke about the duty of care responsibilities for meetings and events.

He talked about what duty of care means and what can be implemented by meeting and event leaders as part of their onsite planning duties.

Here are some of this session’s most relevant pieces of advice:

  • Verify if your third-­party risk ­management partner (e.g., travel ­management company, iJet, iSOS, venues, etc.) can ensure services to all kind of travelers (be they staff, non-­employees or volunteers); try to group them for reporting needs and precise tracking. It is also recommended to have a pre-­trip “know before you go” communication session with travelers who booked a visit to either a mid-­risk or high-­risk area.


  • Make sure to have a contingency plan for international travel, covering all possibles scenarios, including political turmoil, military action, and natural disasters. It is both our company's responsibility ­­and smart business­­ to make sure that every employee and contractor returns home safely. It is imperative to include your key suppliers when designing your company’s plan.


  • You must also create a solid communication plan for your customers. It should be explicit and straightforward; this way, your travelers will know who to call in case a trip goes wrong. Include relevant info into a mobile app and also a laptop­-static document that doesn’t need Internet access. Try to use only one main link to grant quick access to protocols so they won't need additional phone numbers or various other links.


  • Don't forget to inform your travelers about policies, smart communications, special alerts, web pages, etc.


  • Make sure that your customers discern pertinent details, especially if a trip is rescheduled or the airlines take control over their flight reservations. The efficiency of your traveler-­tracking program is based on the integrity of the booked data. Any change brought to itineraries can severely influence the ability to be effective if it's not communicated to the travel or meetings manager.


  • Always expect the unexpected. International travel isn’t your usual type of business. Therefore, verify what resources are accessible in case of an emergency and also encourage your travelers to verify their insurance coverage and any other services to make sure they are available. Pre-­trip planning and advisory communications are also important.


  • Make certain that you possess the financial means and adequate form of payment if there's need to unexpectedly buy a large volume of tickets, charter flights, hotel rooms or make other payments, in case of mass guest evacuations.


  • Always try to have a team approach. When dealing with risk management and duty of care, it’s beneficial to have all team members involved including travel, HR, security, senior management and risk staff. It is ideal to find an integrated solution that incorporates all your travelers’ needs while highlighting that everyone, from senior management to employees, has duty-­of-­loyalty obligations for traveler safety and well-being. Any team member should be informed of any status updates or emergency situations. Also, is essential to keep all staff contact updated regularity.

Nowadays, the duty of care is a necessity, not something optional.

This article initially appeared in Meetings & Conventions Magazine, on September 28, 2016.

Carey San Diego strongly supports “Duty of Care”. Therefore, we put into effect strict policies to make sure our services attain the highest standards possible worldwide.

No matter the country we operate in, we respect any local regulations regarding privacy protection for our clients. Also, we regularly update and review our IT platform, to make sure that both data processing and storage are completely safe. Our company also has a Business Continuity plan, in association with a redundant remote data center or, as we call it, a Disaster Recovery Environment (DRE).

Be sure to browse our services, our modern fleet of vehicles and call us for booking. You won't be disappointed!

Posted on Oct 19 2016

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