Table of Contents
April 2026
A Year of Disruption, Evolution and (Finally) Integration
by Andy Buerckner, CEO
Over the past twelve months, our ecosystem of suppliers, platforms, and channels has been navigating one of the most significant shifts we’ve seen in years. The official introduction of Qantas NDC into the Online Booking Tools we offer proved to be the catalyst – forcing the industry to rethink how we integrate, distribute, and operate in the corporate travel space.
While Qantas was semi-transparent about the rough edges and challenging timelines, the ripple effect across our technology stack was substantial. Given the complexity and depth of the systems that power both our internal operations and client-facing solutions, the shift required nearly every part of our ecosystem to re-evaluate how it functions. The result? Twelve intense months of collective scrambling to make the new content work.
Was it smooth? Not quite.
Was it worthwhile? Absolutely. I think…
Today, this new content and way of working are fully embedded within our operational workflows and the solutions we deliver to clients. The disruption pushed us into a new era – one that has begun to modernise an industry long constrained by legacy frameworks and rigid platforms.
Personally, I’m a little greyer, a little balder, and possibly a little unhealthier after the journey – but I’m also confident that we’ll look back on this as a critical leap forward for the Australian corporate travel market. And it’s only the beginning. More innovation is coming, and we’re better positioned than ever to respond, evolve, and lead.
The Quiet Rebalance in Corporate Travel
by Ryan Potts, COO
For years, corporate travel has been all about one thing: cost.
Tighter policies. More approvals. Cheaper options. Less flexibility.
It made sense – uncertainty, inflation, and supply pressures demanded it. But over time, the cracks started to show. Ultimately leading to frustrated travellers. Slipping compliance. Dropped productivity. And ironically, rising costs.
Now, we’re seeing a shift. Not a return to excess, but a rebalancing. A realisation that traveller experience isn’t a luxury – it’s a driver of performance.
Small changes are making a big impact:
Flexibility for frequent travellers.
Hotels chosen for convenience, not just cost.
Faster approvals when exceptions make sense.
Clearer communication about policies, not just enforcement.
These adjustments matter. And they’re raising the bar for travel partners. When companies invest in experience, they expect service to match – faster responses, better advice, proactive solutions, and human support when it’s needed most.
Cost still matters, but experience can no longer be an afterthought. The best programs know the two go hand in hand – and those who get it right will quietly lead the way.
Platinum Trials a 4-Day Work Week – With Strong Results
by Phil Gleeson, GM Partnerships and Strategy
Over the past summer, Platinum trialled a four-day work week across the business, giving our team more time to rest, recharge and enjoy the quieter holiday period.
Running across five weeks between December and February, the initiative formed part of our commitment to exploring new ways of working that support both performance and wellbeing.
Feedback from the team was overwhelmingly positive. Many reported improved work–life balance, more quality time with family and friends and the chance to fully enjoy the summer months. Increased energy and strong engagement were also common themes.
As a trial, it also provided valuable insights and practical learnings that will help guide any future initiatives. Feedback gathered from all our staff will allow us to refine and enhance the approach should we explore it again.
Overall, the experience reinforced our commitment to trying new ideas, listening to our people and continuing to evolve how we work to create a supportive and sustainable workplace.
Welcoming Gabrielle to Platinum Travel Group
by Ryan Potts, COO
This is not exactly breaking news as many of you would have already had the pleasure of dealing with Gabs, but earlier this year we welcomed Gabrielle Allen to Platinum Travel Group in our newly created role of Client Relationship Manager.
From day one, Gabs has shown genuine care for client relationships, a strong service mindset and a calm, thoughtful approach that already feels like a perfect fit.
Critically, she embraces our team’s energy, humour, and even survived the Platinum onboarding experience (noting the tea and scone tour of Maling Road for those familiar with Canterbury in Melbourne).
Gabs’ role enhances how we support our clients daily – by being present, proactive, and understanding what truly matters to you as our business evolves.
We’re genuinely excited about what Gabrielle brings to the team and the impact she’ll have as we continue to grow together.
(Officially) welcome to Platinum, Gabs. We’re very glad you’re here.
The Travel Gap: Investing in the Next Generation
by Phil Gleeson, GM Partnerships and Strategy and Sarah Szubanski, Managing Director
Behind every smooth booking, policy check and last-minute change is a skilled travel professional making it happen. Ensuring there’s a strong next generation ready to step into those roles is something we care deeply about.
That’s why we were proud to support The Travel Gap, a new national gap-year program supported by the Australian Travel Industry Association and powered by My First Job. The initiative gives school-leavers real, hands-on experience in the travel industry through a combination of paid work, learning and mentoring.
As part of the first 2026 program, Platinum Travel Group was proud to be the first TMC to pilot the Gappers program, welcoming three participants Kyah Thompson, Mya Neasey and Monty Roe, for a six-week placement across different areas of our business. During their time with us they experienced the realities of corporate travel, from day-to-day operations to technology, while bringing curiosity, creativity and fresh perspective to the team.
Their enthusiasm was evident through the video content they created, the interviews they participated in and the energy they brought to the business. It was also a great way to wrap up the program, with Monty and Mya joining us at our conference in Lorne, Victoria.
With a very real future talent gap emerging across our industry, initiatives like The Travel Gap are an important step in investing in the next generation of travel professionals, ensuring business travel continues to attract talented people who see this as a career.
And for us? It also means we can now tell our kids we’ve officially appeared in a few TikTok videos.
Pictured below: Mya Neasey, Kyah Thompson, Travel Gappers, John Staub, VISA, and Monty Roe, Travel Gappers
How Real Time Sentiment Ratings are helping us Level Up our Customer Experience
by Lauren O’Dowd, GM of Customer Experience
IGood service responds to needs.
Great service goes beyond, anticipating them before they arise.
At Platinum, we’ve taken a bold step forward in how we care for our clients by embracing real-time sentiment analysis. Travel happens in real time, emotions included, and waiting for surveys or escalations simply isn’t good enough anymore. That’s why we’ve shifted to a proactive approach, ensuring we’re not just reacting but anticipating client needs.
Every month, we analyse sentiment in 5,000 client emails, monitoring for any drop below our high standards. When scores fall, real-time alerts are sent directly to Microsoft Teams, allowing our team to step in immediately. No waiting for surveys, no delays in escalation, just timely action when it matters most.
Previously, we relied on CSAT reports, occasional feedback, and account reviews to gauge satisfaction. While these tools provided a general picture, they often missed the subtle, critical moments that define a client’s experience. Now, with real-time insights, we can catch those moments instantly, giving us the chance to act quickly and meaningfully. It’s not just about solving problems; it’s about recognising and addressing needs before they arise.
This shift has allowed us to go beyond reactive service. Real-time sentiment analysis enables us to refine travel programmes, improve policies, and celebrate staff who consistently deliver exceptional service. By addressing issues proactively, we’re not only enhancing the travel experience but also building stronger, more trusting relationships with our clients.
At Platinum, we’re levelling up customer experience and we’re just getting started.
