Knowledge hub

Whether you're new to working with us, a complete pro or just need a refresher, it's all here.
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Getting started

If you're not quite sure on something, for example; how to use e-tickets, or submit a delayed travel claim, then look no further we've got your back. Use the links below to navigate your way to help.

Accessing Connect for the first time

If you're a new customer and trying to access our online tech for the first time, follow these simple steps to get up and running:

Step 1. Load Connect using this link

Step 2. Enter your username (your work email address) and click 'next'​

Step 3. Then click 'forgot password' 

Step 4. If your username hasn't copied across, type it again and click 'send me my code'​

Step 5. Check your email, you should have received an email from us containing a security code which will enable you to set a password. Follow the instructions in the email.

​Step 6. Login to Connect and begin planning and booking your travel. 

Resetting my Connect password

It's easily done, we all forget passwords from time to time. To reset your password, follow these simple steps:​

Step 1. Load Connect using this link

Step 2. Enter your username (your work email address) and click 'next'​

Step 3. Then click 'forgot password' 

Step 4. If your username isn't copied, type it again and select 'send me my code'​

Step 5. Check your email, you should have received an email from us containing a security code that will enable you to set a password. Follow the instructions in the email and you're all done. 

Frequently asked questions

With anything new, there are always questions. So, we've put together some which we think you might ask to help you make the most of Connect, your travel, meetings and events portal.​

What is Connect?
It's our new travel, meetings and events portal that's built to help you connect in the safest, greenest and most cost-effective way.​

What do I do if I receive the error message: 'Something went wrong and you are unable to access this service at the moment.'?
You should refresh your page or start a new session.​

How do I know if I have any new messages?
When you first log in to Connect, you will see if any new messages have been sent in the mail icon at the top of the screen.​

Where can I find any useful help online?
You can seek assistance using the Help and Support page within Connect. In this section, you'll see your direct telephone number into the online support team for assistance and your offline booking team for any bookings you need to complete offline. Your telephone number is also at the bottom of each page of the portal.​

How do I update my profile?
When you first log in to Connect, ensure your profile information is up to date. You can access this from the booking pages. You can also click on the ‘Account’ icon and select ‘My Account’ in the drop-down at the top of the page. Once in the Account section, click on the ‘Your Details’ icon. 

Can I update another travellers profile?
No, you are unable to update another travellers profile, this is in line with GDPR. The traveller will need to log in themselves and update their details following the above steps.​

Can I save my railcard within my profile?
Yes, you can save lots of information in your profile. When you first log in to the system you can access your account by following the steps above. Click on ‘My Details’ and you will then be able to update all areas of your profile. To store Rail Cards, scroll to the ‘Rail Preferences’ section and select the applicable card from the drop-down.​

How do I book a trip?
After logging in, click ‘Arrange travel’ from the homepage. This will take you through to the ‘Book now’ where you can start your trip search and make a booking.​

How do we book for someone else?
Before your start your search, you need to ensure you have selected the traveller you are booking on behalf of in the Passenger box. To enter the traveller name, you can start typing the name of the traveller in the box displayed. Please note: The ability to book on behalf of another traveller will depend on your company policy.​

Can the portal hold flight seat booking preferences, how does it work?
Connect users can set preferences in their traveller profile within Connect, but this preference is not guaranteed at the booking stage.

​Can portal users select optional flight extras in the portal – is that true?
Optional extras like legroom and extra baggage allowance when booking flights are not available online. This is because they have to be arranged directly with the airline as additional costs are incurred and limited numbers of those seat types are available.​

Why can't users change booking data like names or dates online?
This functionality is only available offline. This item is on our development roadmap and your account manager will keep you updated on upcoming improvements to the system.

How to...

If you're not quite sure on something, for example; how to use e-tickets, or submit a delayed travel claim, then look no further we've got your back. Use the links below to navigate your way to help.

Collect rail tickets

There are a few ways to collect your rail tickets. The most environmentally friendly is an eTicket.​

eTicket
An eTicket is an electronic version of your ticket, often in the form of a QR code and available from your rail booking, or via our mobile app. Once downloaded to your smart phone, simply scan at the turnstiles or when asked by rail operating staff.​

Collect at station
Or otherwise known as Ticket on Departure (TOD). 

If you have chosen a TOD as your collection preference, you will have a ticket collection reference on your booking. When arriving at your departure train station, go to one of the self-serve kiosks and follow the on-screen instructions. You can collect your rail ticket from any station, providing they have a TOD machine. For example, when making your booking, you could request collection of your TOD from Derby, but your TOD could be collected from Leicester.

When asked to enter your booking reference, enter what is on your booking. If you have requested a return journey, remember to print both journeys.​

Print at home or self-print
If you have opted for a print at home ticket, this will be similar to an e-ticket and use either a QR or barcode for scanning. The details will be contained on your booking confirmation. Print your tickets on plain white paper and remember to take them with you.

How to get a refund for an unused/uncollected rail ticket

If you no longer need to travel and are yet to collect your ticket from a ticket printer or machine, or if the ticket you hold is an eTicket, please contact your travel team who will be able to submit your ticket for a refund.

​​If you've already collected your tickets from a ticket printer or machine and wish to apply for a refund, please send your tickets back via secure post with a copy of your booking details included, to the below address within 28 days of the original travel date and we’ll get it sorted.

Please note: The tickets must not be damaged or marked in anyway, please do not attach the tickets to the correspondence in anyway other than by paper clip.

Also note that not all rail tickets are refundable (Advance Singles). Anytime and Off-Peak tickets are refundable minus the cancellation charge.​

Clarity Business Travel,
Rail Admin Team,
Pentagon House,
Sir Frank Whittle Road,
Derby,
DE21 4XA

Once the team have received your tickets, they will process them for refund (minus administration charges).

Rail ticket exchange information

The below information will provide details of what you need to know when exchanging your rail ticket. To see how to exchange your Advance Purchase rail tickets online, please visit the learn section of your Connect portal, followed by help and support where a short video tutorial is provided on how to exchange your rail tickets.​

Please note that a valid rail exchange can only be made if the following conditions have been met:
  • The same train operating company has been used. 
  • The same traveller name is on the tickets.
  • The tickets to be exchanged must be re-booked after the original booking was made but before the original date and time of travel.
  • The routes must be like for like with no variation including sectors that have split tickets (same split point).
  • Tickets can only be exchanged that have been booked via ourselves.
Other key information
  • All tickets are subject to an industry £10 exchange fee per ticket, plus any relevant fees.
  • Tickets exchanged should be of equal cost or more than the original tickets. No refund will be provided for the difference between the two ticket costs if the exchanged tickets are less than the original booking.
  • Only ‘Advance’ tickets can be exchanged for a new date or time. The new booking must be rebooked before the date and time of travel noted on the original booking.
  • If you have already printed or collected your original ticket(s) from your onsite office or train station ticket printer then we will need the original tickets to be sent back to Clarity via a secure postal method, to the address below. Please note where tickets are sent by first class post and subsequently lost in transit or not delivered, we cannot process the exchange and you will be charged for both bookings.
FAO Rail Team, Clarity Business Travel, Pentagon House, Sir Frank Whittle Road, Derby, DE21 4XA

​(*Please don't staple your tickets - use a paperclip or leave loose in the envelope)

Split ticketing in four simple steps

Split ticketing is a technique that can reduce the cost of a rail ticket by dividing the route into shorter sections on which cheaper tickets are available vs. the standard full journey price. It is a valid and legal way to save money on the total cost of the rail ticket. The train you are on must call at the station where you change from one ticket to another (meaning you won’t have to get off the train).​

Check out the split ticketing routes and information below, if your route is included then split ticketing might be an option for you to save on the cost of your rail ticket.​

Step 1. Is your route one of the key company routes included below?

Step 2. Proceed to book the first ticket from your origin station to the split ticket point indicated in the routes section below. The ticket type that should be selected is standard anytime day return or standard anytime return. Proceed to confirm your booking, making a note of the arrival time your train arrives at the split ticketing point specified. 

Step 3. Proceed to book the second ticket from the split ticket point to your destination, ensuring you select a standard anytime day return ticket and the timed trains from which you will be arriving on from your origin station. At this point you are not expected to exit and re-enter the train. If you need to check the times of the train, click on the ? Icon next to the timed train which will show station stops.

Step 4. Both tickets will be booked and you have successfully booked your split tickets, well done! If your seat numbers are not aligned then please contact your offline team who will make a seat reservation on your behalf on the services you have booked.​

Key Routes
Route one- Bristol Temple Meads to London Paddington
Planning to travel on any of the following services?
Depart Bristol Temple Meads – Up to and including the 8am departure (not including the 0515 departure)
Depart London Paddington – Trains departing between 1645 and 1835​

Split your ticket at: Didcot Parkway
Total cost without splitting your ticket:- Bristol Temple Meads to London Paddington Standard Anytime Return = £252.80
Split ticket cost one – Bristol Temple Meads to Didcot Parkway – Standard Anytime Day Return  = £79.80
Split ticket cost two – Didcot Parkway to London Paddington – Standard Anytime Day Return = £77.30
You save: £95.70 on the cost of your ticket.​

Route Two- Birmingham New Street to Manchester Piccadilly (in both directions)
Planning to travel on any of the following services?
Depart Birmingham New Street/Manchester Piccadilly – Before 09.30am
Depart Manchester Piccadilly/Birmingham New Street - At anytime​

Split your ticket at: Stafford
Total cost without splitting your ticket: - Birmingham New Street to Manchester Piccadilly – Standard Anytime Return = £104.90
Split ticket cost one – Birmingham New Street to Stafford – Standard Anytime Day Return  = £16.10
Split ticket cost two – Stafford to Manchester Piccadilly -  Standard Anytime Day Return = £30.70
You save: £58.10 on the cost of your ticket.​

Route Three - Birmingham New Street to Sheffield (in both directions)
Planning to travel on any of the following services?
Depart Birmingham New Street/Sheffield – Before 09.30amDepart Sheffield/Birmingham New Street - At anytime​

Split your ticket at: Derby
Total cost without splitting your ticket: - Birmingham New Street to Sheffield – Standard Anytime Return = £110.90
Split ticket cost one – Birmingham New Street to Derby– Standard Anytime Day Return = £23.20
Split ticket cost two – Derby to Sheffield - Standard Anytime Day Return = £26.40You save: £61.30 on the cost of your ticket.​

Route Four - Cardiff Central to London Paddington
Planning to travel on any of the following services?
Depart Cardiff Central – Trains departing Cardiff before 8am Depart London Paddington - Trains departing between 16:45 and 18:35 (including the 16:45)

Split your ticket at: Swindon
Total cost without splitting your ticket: - Cardiff Central to London Paddington – Standard Anytime Return = £280.40Split ticket cost one – Cardiff Central to Swindon – Standard Anytime Return  = £43.10Split ticket cost two – Swindon to London Paddington - Standard Anytime Return = £160.20You save: £77.10 on the cost of your ticket.

Considerations
  • Split ticketing does not offer a saving on advance tickets. Advance tickets provide the best opportunity to save money whilst off peak tickets also provide a smaller opportunity.
  • We always recommend purchasing more restricted advance tickets as opposed to split ticketing, savings on most key routes by taking dual advance tickets will far outweigh split ticketing.
  • Ticket refunds – If you need to refund your tickets two refund fees will apply.
  • The train must stop at the station where the split occurs.
  • Seat reservations will be made in different seats for different parts of the journey, although our offline team are able to make a new seat reservation for you.
*All prices and information shown are correct as of February 2019.Savings based on Day tickets, higher costs may apply if Day tickets cannot be utilised.

Book for a guest traveller

From time to time, you may need to book travel for a guest. Here's how to do this through our Vibe platform:

Step 1. Log in to your Connect portal.

Step 2. Open the 'travel booking' pages.

Step 3. Select Guest Traveller or start typing guest in the passenger box.

Step 4. Guest travellers do not have a profile loaded so all details will need to be entered manually.

Step 5. Once you have completed all the fields and taken to a payment/confirmation page, you will be able to add the guest travellers details.

Step 6. Enter the traveller email address and tick the box to receive a copy of the confirmation.

Complete an 'unfinished trip'

If you've received an email saying you have an 'unfinished trip' in your portal, it means you've left the booking process without completing everything. This will mean your trip is not confirmed until you complete the booking process.

During this time you may have been sent an email confirmation of the trip, however until you receive your full itinerary your booking is not confirmed.

To finish the booking process, log back in to your booking process and follow any on-screen notifications relating to this trip, to either confirm it, or cancel it if you no longer require the trip.

Register for email travel alerts and notifications

Our travel notifications are an email based notification service, providing you with a range of notifications direct to your inbox about any incidents that may disrupt your journey, meeting or stay.​

You can tailor what types of notifications you require, including:​
  • Travel incident: High impact incidents where travel disruption is current or imminent as a result of a severe event. E.g. Acts of terrorism, major accidents.
  • Travel notification: Where travel disruption is likely as a result of a particular event or incident. E.g. Unplanned strikes, rail disruptions, flight delays/cancellations.
  • Travel advisory: Where travel disruption is likely but avoidable through forward planning. Along with important general information you ‘need to know’ relating to travel. E.g. Sporting events, visa requirements, security changes.
To sign-up, use the link below and stay ahead of the game.

Make visa and passport arrangements

We work with CIBT, the leading visa and password service provider to support and assist travellers when obtaining the international travel documents they need.

Key benefits:
  • Security and compliance
  • Controls and visibility– cost and service
  • Speed and efficiency
  • ​Improved traveller experience
  • Self-service online booking functionality
  • Consolidated supplier and centralised payment
  • Reporting through MI (available on request)
  • No cash handling
  • Reducedexpense claims
  • Dedicated support team with specialist visa knowledge and experience through CIBT
  • Access to weekly updates for the most recent information on travel requirements and consular closings
  • Customer-specific billing/reference fields for data capture for ease of internal payment/cross charging
Key support features
  • Tickets exchanged should be of equal cost or more than the original tickets. No refund will be provided for the difference between the two ticket costs if the exchanged tickets are less than the original booking.
  • Quick visa check for British Citizens
  • Ability to nominate a regular delivery address for your account to expedite this as part of all of your online order forms
  • Reference field for data capture/custom fields/cost centre validation available to support billback
  • Ancillary services – document preparation and digital photo upload
  • Concierge service
  • Electronic visas for Australia (ETAs), US (ESTAs) and Canada (ETAs)
  • Official document authentication process
  • Arabic translations and authentications
  • Russian business invitations and tourist vouchers
  • Saudi Arabian ministry of foreign affairs invitations
  • Biometric visa requirement services
  • Priority 6 service providing out-of-hours support
  • Dedicated contact number and email address, reachable 12 hours a day
  • Wide range of comprehensive delivery options including late night courier, airport meet and greet, same-day processing
  • Real-time order tracking keeping you up to date on the status of your visa
  • Concierge service for VIPs allowing a specialist to manage the visa process from start to finish on a one to one basis
  • Pre-check, form fill and concierge service available.
If you are interested in this service, please speak with your Account Manager.

Book car hire

First, log in to Connect. Access the online booking tool and click ‘Arrange travel’ then ‘Need to travel’ to access the booking portal.

Enter search criteria
  • The system will automatically provide pick-up options as soon as you start to input your location.
  • Simply select a branch or choose to have the car delivered to your door.
  • After selecting the branch for pick-up, the drop off location will pre-populate with the same branch, although you can and mix match by simply overtyping the location or choose have it collected from your home or office.
Search results
  • A selection of cars based on availability and policy will be displayed for you to choose from.
  • Useful additional information for each car is clearly displayed.
Selecting your rate and extras
  • After reviewing the rates, select the option that best suits your travel needs.
  • If available, Additional rental extras are displayed which can be added to your selected car
Adding to your trip
  • If available, Additional rental extras are displayed which can be added to your selected car
Confirm your trip
  • You’re almost done. Simply review your booking and add your Emerald Club membership if you have one.
  • Click on ‘Pay now’ to confirm your trip.
  • A confirmation will be received with details of your trip.
  • Your booking reference will need to be quoted when you go to pick-up the car or when it is delivered. Happy travels!

Download the mobile app

Our mobile app, Connect is loaded with great features to help you with your travel and meeting plans. 

Key features:
  • Get an overview of your entire journey on the go.
  • View hotel information, address and booking reference.
  • View flight information, airport and terminal details, booking reference and check-in links.
  • View rail information, arrival and departure points, ticket types and booking reference.
  • Automatically sync your bookings, creating one intuitive trip itinerary.
  • Get travel communications and updates on travel disruptions.
  • Get real-time rail and flight updates for platform and gate changes.
  • Get in touch with a consultant from your travel team with the touch of a button.
To download, go to your relevant App Store and search for Connect. Download the app to your smartphone and follow the in-app instructions on how to get started.

Claiming for delayed rail journeys (rail delay/repay)

What is delay/repay?
Delay/Repay is a nationwide scheme which all train operating companies (TOCs) participate in whereby travellers can claim compensation for delayed and cancelled rail journeys.

The delay is calculated against either the normal timetable, or an amended timetable that is published in advance (for example during planned engineering works at weekends) and it doesn’t matter what caused the delay, travellers are able to claim all or part of their journey costs.

The level of compensation a traveller is entitled to depend on:
  • The train operating company, and
  • The length of the delay in arriving at your destination
Different train companies have different schemes in place. For example, some operators allow you to claim compensation if you’re delayed by as little as 15 minutes but for others, compensation will only be paid if you arrive at your destination more than 30 minutes late.

Can we make the claim on your behalf?
Unfortunately not. We cannot make a claim on your behalf as many rail operators do not accept claims from anybody other than the traveller themselves.

How to make a claim
You will be required to make the compensation claim directly with the train operating company that you travelled with. It is important that if you are making a claim, you keep a copy of your ticket to share as evidence. If travelling on a paper ticket as opposed to an e-ticket, a photo of the paper ticket will suffice.​

Below is a handy table with a link to delay/repay section of each train company’s website with further information on how to make a claim. The below information is accurate as of March 2022.

Operator

Link

When can I claim?

Avanti West Coast
Delayed over 15 mins
C2C
Delayed over 15 mins
Chiltern Railways
Delayed over 30 mins
Caledonian Sleeper
Delayed over 30 mins
East Midlands Railway
Delayed over 15 mins
Gatwick Express
Delayed over 15 mins
Grand Central
Delayed over 60 mins
Great Northern
Delayed over 15 mins
Great Western Railway
Delayed over 15 mins
Greater Anglia
Delayed over 15 mins
Heathrow Express
Delayed over 15 mins
LNER
Delayed over 30 mins
LNWR
Delayed over 15 mins
LUMO
Delayed over 30 mins
London Overground /TfL
Delayed over 30 mins
Mersey Rail
Delayed over 30 mins
Northern
Delayed over 15 mins
Hull Trains
Delayed over 30 mins
Scotrail
Delayed over 30 mins
South Eastern
Delayed over 15 mins
Southern
Delayed over 15 mins
South Western Railway
Delayed over 15 mins
Stanstead Express
Delayed over 15 mins
Thameslink
Delayed over 15 mins
Transpennine Express
Delayed over 15 mins
Transport for Wales
Delayed over 15 mins
West Midlands Railway
Delayed over 15 mins

How to book London Underground travel via Connect

Overview
Did you know that you can book London Underground tickets in the same way as National Rail tickets via the Connect platform?

London is divided into 9 zones, but most stations are in zones 1-6 (zones 7-9 cover a small area just outside Northwest London, largely at the top of the metropolitan line in areas including Watford). All Central London is zone 1, zone 2 is the ring around zone 1, zone 3 is the ring around 2 and so on. You can find out what zone a station is in by clicking here.

How to book
  • Log in to your Connect platform
  • Click on arrange travel, then need to travel, followed by book now before navigating to the Rail tab.
  • In the search criteria search from LONDON (select London any when the auto-populate box shows) to LONDON ZONE (insert number between 1 and 6 of the zones that you. required – I.E London to London Zone 4)
  • Ensure you select return as opposed to one way, this is because the only tickets available to book are travelcard tickets and complete the rest of your date and time criteria. Please note, that it is only possible to book day tickets, if a ticket is required over multiple days, each day will have to be booked individually
  • Proceed to book your journey and complete all mandatory organisation information required to book your journey.
What do I need to know?
  • It is not possible to have a digital ticket where your journey includes a London Underground section. Your ticket will need to be collected from the train station, please select Ticket on Departure in the Rail Preferences section.
  • It is much more cost-effective to use your contactless debit or credit card or your oyster card to travel around London. This is due to Transport for London introducing preferential pricing through these payment methods whereby you can also benefit from daily and even weekly capping limits. This daily cap limit in Zones 1 and 2 currently stands at £7.70, compared to the daily travelcard price of £14.40 available through Connect and all other Rail retailers for more information on capping costs click here.
    Please consider whether you need a travel card or can utilise other, more cost-effective methods, claiming back costs through your approved expense channels. Be sure to check your company's travel policy for guidance on London underground tickets.
  • It is possible to use a London Underground travelcard on other transport methods, such as buses, and to use a travelcard on National Rail services between the different zones if required.
  • You can also book a single/return journey or travelcard add-on (depending on where you are travelling from) alongside your national rail ticket. For example, Leeds to London Zone 2 (Return) – would add a single journey in each direction on to the end of your national rail ticket.
  • Milton Keynes Central to London Zone 6 (Return) – would add either a single journey each direction, or you can also select a standard anytime day travel card from the fares section, which would enable unlimited travel on the underground for the date specified.
To download, go to your relevant App Store and search for Connect. Download the app to your smartphone and follow the in-app instructions on how to get started.

Hints and tips

Designed for the newbies to our service. Everything you need to get up and running can be found in here. 

Staying safe in hotels and venues

Here's some top tips on staying safe in hotels and venues.

Housekeeping
  • Bedroom doors should not be left open whilst cleaning corridors, whether a departure or a stay.
  • If a guest advises a member of housekeeping that they’ve forgotten their key/key card, they should be directed to reception for a replacement following security clearance (unless the housekeeper has a handheld device and can satisfy their own security clearance prior to allowing entry to the room).
  • Interconnecting doors should always be checked to be locked during every clean, despite whether a departure or stay.
Reception and check-in
  • Room numbers should not be audibly shared, it should be pointed to on the key card.
  • Key cards should be presented face down.
  • Credit card dockets and receipts should not be left in public view.
  • Keys should be locked away.
  • Guests requesting replacement key cards or keys should be asked for ID.
Credit/Debit cards
  • Do not allow cards to be taken out of your sight for payment. A handheld device should be brought to you, or you should be asked to take your card to a device for payment..
Telephone calls
  • When an in house or external call requests to be put through to a room number; the name of the guest should be asked prior to connecting. No calls should be connected to a guest room from a market research contact.

A good nights sleep when away from home

You already know that you don’t function at your best after a sleepless night. But sleep deprivation can lead to far worse impacts than a lack of focus and a bout of grumpiness.​

So, make sure you get a good night’s sleep while staying away from home, with these top tips.​​

Ask about your room
Your choice of room can have a big impact on the noise you experience when you’re away. With hotels increasingly offering travellers more choice when it comes to their room, don’t be afraid to ask questions and specify your preferences.

A room on an upper floor, and away from the lift, can be much quieter than those downstairs. But don’t just steer clear of rooms on the ground floor. Rooms on a mezzanine level are likely to be just above the bar or restaurant – and you don’t want to be listening to the pulsating beat of someone else’s party.

And a room with a nice view sounds good – but it’s not always the quietest option. For example, a room overlooking a pool will doubtless be noisier at certain times. Choose a room at the back of a hotel if traffic noise out front is likely to disrupt your sleep.​

Report any noise issues
If it comes to it, don’t wait to report noise problems. If the issue is noisy neighbours and a quick pound on the wall doesn’t do the trick, it’s safer to ring the hotel front desk than to confront the source of the disturbance.

And if that doesn’t resolve the situation, ask to move rooms. It might be an inconvenience – but a good nights’ sleep will beat a ten-minute room move any day.

Get some exercise
Taking advantage of any leisure facilities isn’t just great for your all-round health and fitness. Experts agree that regular exercise can help promote sleep. But you’re better off exercising before your morning meeting, than in the evening. That’s because the body’s post-workout energy boost could actually keep you awake.​

Turn off, tune out, drop off
When you are ready to sleep, create a wind-down ritual. Meditating or stretching can work wonders, and if you turn off the laptop, dim the lights and turn down the TV volume, you’ll help your brain produce the sleep hormones you need.

And be sure to stop using light-emitting devices such as mobile phones before bed. The so-called blue light that is given off by these electronic devices (even alarm clocks) can interfere with melatonin, the hormone that triggers sleep. If you can’t turn off the alarm display or the standby light on the TV, try and cover it up.

Check it’s a non-smoking room
If you’re a non-smoker, make sure yours is a non-smoking room. It’s easy to assume that rooms are non-smoking as standard these days, but that’s not the case overseas. The lingering scent of old cigarette smoke may be enough to prevent getting a solid eight-hour snooze.​Know your perfect pillow

When it comes to pillows, options are good. Everyone has their own preferences about how a good pillow should feel. The wrong pillow for you could make all the difference. So check what’s available – many hotels now offer guests a choice of firm or soft pillows, or even a ‘pillow menu’ in upscale properties.​

Think about temperature
Research shows the temperature in your room can affect the length and quality of your sleep. Our body temperature naturally falls as we drift off to sleep, so an over-warm room can hinder dropping off. A room temperature of around 18-21 degrees Celsius is reckoned to be ideal – but everyone is different. So if your internal thermostat is telling you the room is too hot or cold, and adjusting the heating or air conditioning yourself doesn’t seem to do the trick, do raise it with hotel staff. It may be something they can easily fix.

Air conditioning may be a help, or a hindrance, to a good night’s sleep. Check on the location of air conditioning units in your room. It’s great to be able to cool down easily – but sometimes an air conditioning unit rattles and hums, so can disrupt your sleep. On the other hand, some people find the constant hum of the air con can actually help to block out other external noise. Decide what works best for you.​

Don’t share with your colleagues
You might be happy to share a room with a colleague, but it might not be permitted by your company travel policy. That’s not a bad thing – snoring is a major hindrance.

Request a wake-up call
For peace of mind, ask at your hotel reception for a wake-up call, even if you set your usual alarm as well. The chances are you’ll drift off easier knowing that you won’t sleep through your meeting!

Booking a meeting or venue

Booking the right venue or internal meeting space can take some careful planning. Here's some top tips for getting the best value when planning a meeting or booking a venue.​​

Think internal meeting space
Before you even think about booking an external venue, make sure you’ve checked out the availability of internal meeting space. If your office conference room is booked, but it meets your needs, double-check with the booker to see if it could become available.

Be flexible with dates
You could save, on average, 22% on both meetings and travel costs if you book during quieter periods. Venues can often be cheaper on Mondays, Fridays and during bank holiday weeks.

Offer food for thought
When venue booking, making sure that the lunch you select covers a range of dietary requirements is the norm these days – but how about picking food that inspires your delegates? Interesting food at a meeting can provide lasting memories – why not mix up the usual sandwiches and snacks with sharing platters, fun finger food, local specialities or even a themed menu? Healthy items and nibbles such as avocado or nuts can keep delegates’ energy levels up, encouraging them to keep listening and learning.​

Provide parking
If your delegates are travelling by car, consider venues outside the city centre (if that fits with your company travel and meetings policy). These venues are often more easily accessible to drivers, and may offer better value for money than centrally located properties.

Make it easy to get there
Look at where your attendees are travelling from, and how they will travel to and from the venue. By starting a meeting a little later and avoiding peak-time journeys, you could save up to 38% on the cost of your delegates’ travel.

Don’t get caught out by cancellation policies
Always check the cancellation policy for the venue’s proposed rate before confirming your booking. If your plans are not yet cemented, don’t commit to a contract. Get more advice on getting the venue contract right in our expert guide.

Factor in your accommodation needs up front
If the majority of your meeting delegates need a room for the night, a 24-hour rate at a venue might be more cost-effective than booking a meeting room and bedrooms separately.​

Bundle your bookings
The more flexible you can be when venue booking, the more likely you’ll be to save money and make your budget go further. ​For example, if you are responsible for regular venue bookings with similar requirements, such as training courses, bundling the events together when negotiating could get you better value for money. And think wider than your own immediate team: are there other people in your company with similar venue needs that you could team up with? Check your company calendar to see if your event could be run on either side of a company conference that already has a confirmed date. You may be able to negotiate a two-day event rate at the same venue.​

Be creative with spaces
Consider the objective of your meeting. Are you concentrating so hard on your return on investment (ROI) that you’re overlooking the meeting’s return on experience (ROE)? A standard meeting room might not motivate your delegates to take the right kind of action.
How about a venue on the water, a property that’s perfect for animal lovers, or somewhere with acres of outdoor space to get active? Bold and creative spaces, or something a little bit different, such as a walking meeting, might inspire a different outcome.

Keep safety and security in mind
Traveller safety is more of a priority than ever to business travellers. Think about whether your chosen venue meets your company’s security and safety requirements – and don’t miss our tips to help keep your delegates and their belongings safe on the move.

What to expect when travelling

We originally shared these four tips when restrictions were easing after the Covid-19 pandemic, but there's a lot you can take from the tips, advice and information even now.

Take a look at these tips to support your trips.
  • Go digital: We've made digital tickets the default option for all rail journeys where this option exists. Much in the same way that shops are preferring contactless payment methods, using digital helps navigate away from any train station queues when collecting tickets. Did you also know that paper train tickets cannot be recycled? Yet another reason to go digital!
  • Plan ahead: All operators have now moved away from mandatory reservations but are recommending having one. Changes have been made to the reservation systems that means reservations will not be bunched together as was previously the case. Clarity recommends making a seat reservation for your journey when you book your tickets even if you hold a flexible ticket, if plans change you can be safe in the knowledge that reservations are not mandatory, and you will still be able to board service.
  • Be flexible: Consider the time of day that you travel or even day of the week, services will be quieter after peak periods for example. We have created a handy guide included on the last page of this guide which shows our key rail partners quieter and busier times.
  • Check with your Rail Operator if unsure: All Rail companies have a dedicated resource page linked to the measures they are taking to help keep you safe. You can find these pages for key operators included in the last guide of this page.
Rail Industry Safety Pledge
Last year the Rail Delivery Group (RDG)  - representing all rail operators collectively - launched a safer travel pledge which focused on key commitments to its passengers that it would undertake. This pledge still exists today and has been modified as restrictions ease.

These key commitments include:
  • Boosting cleaning – Cleaning trains and stations more regularly across 14,000 carriages and 2,500 stations.
  • Helping with hygiene – Making it easy for passengers to keep their hands sanitised.
  • Guests requesting replacement key cards or keys should be asked for ID.
With such strong measures put into place, it was therefore welcoming to see that such measures had played a key part in no traces of coronavirus being found at four of the countries key train stations and onboard services following tests conducted by imperial college London, you can read more on that here.

Wearing face coverings
Although face coverings are no longer mandatory on public transport in England, the rail industry continues to ask passengers to wear them to protect themselves and other passengers.​ Although face masks are only advised in England, in both Scotland and Wales face masks continue to be a legal requirement so please do keep this in mind when travelling in these countries particularly on cross-border services. In addition to this, face coverings remain a requirement for travel on the London underground.

View from the rail operator
With time to pause and review their offering, LNER has focused on improving the service they offer to their customers over the course of the pandemic whilst also ensuring their services remained safe for key workers who used their services. Measures that LNER put into place led to 89% of travellers who travelled during COVID being happy or extremely happy with measures that were put into place.​

Recently as passengers begin to travel again, LNER has launched their new at-seat ordering product which works by scanning a QR code located by each seat with your purchase bought directly to you by LNER staff.​

David Horne, LNER Managing Director, said: “We’ve been working hard throughout the pandemic to design new ways of making journeys by train – which is the most sustainable method of long-distance travel – as accessible, enjoyable and appealing as possible.

“We’ve made booking tickets and travelling with LNER even smarter and introduced new products that make the whole experience of rail travel even more enjoyable. The tools we have invested in and continue to refine our industry-leading and offer customers greater flexibility and more choice when it comes to travelling with us”.