Executive Travel : Business Travelers May Soon Wait Less

Waiting in line--at the airport, rental car agency or hotel--drives business travelers crazy.

“I waste so much valuable time,” said Andrew Hirsch, a senior analyst at Stern Stewart & Co., a New York consulting firm. “By the time I’m finally settled and need to get some work done, I’m exhausted.”

But the waiting game may be cut as more companies invest in programs to speed up the travel process. Airlines are handling ticketless trips, hotels are making check-ins automated and car rental companies are offering express returns.

While open to all, the changes are being developed with the business traveler in mind. Not only are business travelers in more of a hurry than tourists, they usually pay full fares all the way.

Business travel makes up only about 20% of the 1.3-billion trips taken by Americans last year, but it accounts for a significant percentage of total U.S. travel revenue, said Shawn Flaherty, spokeswoman for the Travel Industry Assn. of America.

“Business travelers are there to work--not stand on line,” said John Riepe, communications officer for the National Business Travel Assn. “They want their travel time to be easy and stress free.”

Hyatt Hotels Corp. has been testing automated check-in at hotels in Atlanta and Chicago since last fall. To get a room key, guests insert a credit card into a machine.

The hotel chain plans on expanding the service to 11 other sites this year, Hyatt spokeswoman Carrie Reckart said.

Phelps Hope, a Denver resident on business in Atlanta, used the automated check-in for the first time last week.

“In under 60 seconds, I entered the hotel and had my key in hand,” said Hope, who travels frequently for his job as vice president of Aspen Productions Inc., a special events planning company. “I will absolutely use it again.”

Hyatt also has over-the-phone check-in, which allows guests to check-in before they arrive at the hotel. Once there, they must present the credit card used to hold the reservation to get their room assignment.

Other hotels have also tried to cut down on the time customers spend waiting. Renaissance Hotels International, which owns the Stouffer hotel chain, has set up an automatic check-in system on its shuttle buses between the new Denver airport and its hotel there.

“There’s a 20-minute ride between the airport and any hotel,” said Frederick Miller, vice president of retail sales at Renaissance. “Guests can check-in right on the bus and when they get to the hotel, the key is waiting for them.”

Airlines are also trying to cut down on the cumbersome lines.

Shuttle by United, the West Coast short-haul carrier owned by United Airlines’ parent, UAL Corp., kicked off its ticketless air travel operation last November.

Customers purchase airline tickets over the phone with a credit card. On the day of the flight, the customer presents the credit card or a photo identification at the gate and can board the plane.

United has already expanded its service to regular flights in and out of its Chicago hub and plans to make it available on all domestic flights by July, United spokesman Tony Molinaro said.

Other airlines, such as Continental, Southwest and Delta, are testing automated systems for boarding passes and seat assignments.

Rental car agencies also have introduced programs that cater to the business traveler.

Hertz Corp. offers curbside return at 16 airports to its Club Gold members. Customers bring their cars to the rental location, where the final billing is processed, and then Hertz representatives drive them directly to their flight terminals.

Other major rental car companies, such as National Car Rental and Avis Rent A Car Systems Inc., also offer time-saving programs such as automated check-in and express return service.

Such programs help pacify business travelers, who are a major source of revenue for the travel industry, said Herbert Teison, editor of Travel Smart, a consumer newsletter.

“Business travelers bring in lots of money because they pay full price and aren’t looking for the best deals,” Teison said. “Companies want to keep them coming back for more.”

But the programs also help airlines, hotels and rental car companies.

“They may be investing in these time-saving programs, but eventually they will be able to cut down on staff and paperwork,” said Bill Mercier, vice president of Corporate Travel Services in Arlington, Va.

“The traveler starts doing some of the work that the staff usually deals with.”