Table of Contents
September 2025
The New Dealbreaker: Follow-Through
by Andy Buerckner, CEO
Lately, I’ve noticed a shift in the conversations we’re having with prospective clients. We’re getting more ‘yeses’ than ‘nos’ — and I don’t believe it’s just because of our capabilities or presentation (though we pride ourselves on both).
More often, it comes down to accountability.
Across the industry, accountability appears to be becoming a bigger factor in how buyers make decisions. Commission-driven models can sometimes create pressure to close a deal quickly, but what many buyers are really looking for is transparency, flexibility and confidence that delivery won’t hinge on a single person or incentive.
In the end, it’s that sense of responsibility and follow-through that often makes the difference.
For us, it shows up in the way our senior leadership stays close to these conversations, in our independence to make decisions based on mutual investment, and in the reassurance that partnerships are built to last.
More broadly, it feels like responsibility is no longer a nice-to-have — it’s becoming one of the strongest drivers in the decision-making process.
Tech that Works. Security that Lasts.
by Dayne Byrne, Head of Technology
Technology is a big piece of the travel puzzle — and we’re constantly moving to optimise what we have today while working toward a smarter, more connected future.
Right now, inside Platinum that means:
- Online NDC – yes, we can do online bookings, with more updates coming to streamline this across different OBTs.
- PULSE – a refreshed look and feel for our portal, plus enhancements to the reporting suite with downloadable reports on the way.
- Acai Travel – we’re part of the beta testing group for this travel-specific AI tool, helping shape how it can cut through complexity in the future.
- OpenAI – adoption is growing across departments, showing real gains in speed and consistency for clients.
And through all of this, one thing remains constant: security.
With recent breaches in the industry (not us, but some big names), it’s clear how critical it is to safeguard systems and data. That’s why we continue to strengthen our protections and are moving toward SMB1001 Diamond certification.
Because the future of travel tech isn’t just about what’s new — it’s about what works, and what’s safe.
Loyalty in the Driver’s Seat
by Andy Buerckner, CEO
If there’s one thing that consistently moves the needle in corporate travel, it’s loyalty.
Qantas’ Double Status and Double Points campaign in late August was a reminder of that, with travellers booking in strong numbers to protect their perks and status.
That kind of response isn’t just a short-term spike — it shows behaviour we can count on. And when traveller behaviour is this steady, it’s a sign the market itself is settling after a period of pull-back.
Loyalty-driven demand is one of the clearest signals that confidence is returning and growth is back on the agenda.
For clients, this consistency matters. It means decisions can be anticipated more reliably, preferred carriers supported with stronger compliance, and travel programs managed with greater certainty.
Stability at the traveller level is one of the surest signs of stability across the market.
AI in Travel: Today and Tomorrow
with Lauren O’Dowd, General Manager | Customer Experience
With more content sources, more suppliers and more systems layered over each other than ever before, you’d think technology would be making life easier.
The truth is, it can often feel harder.
The question is how we free our agents up to do what they do best — delivering top-notch service and finding the smartest options for our clients — instead of getting bogged down in admin or learning to “code” in traditional GDS language.
That’s where new tools like travel-specific AI come in. Platforms such as Acai are helping us cut through the noise — quickly scanning GDS entries, fare rules and supplier information to deliver fast, accurate results. It means less time spent on process, and more time focused on people.
And the possibilities don’t stop there. Looking ahead, we see AI helping to:
- Process changes and refunds end to end — goodbye hours of admin.
- Integrate our knowledge base — giving everyone access to the same insights, eliminating silos and gaps.
- Redefine what a travel consultant looks like — shifting the focus from technical coding skills to pure customer experience talent.
For us, that future is exciting. It’s not about replacing people with technology — it’s about using technology to give people the space to do their best work.
NDC: More than a Buzzword. It’s Transforming How We Book
by Claire Jacobson, Corporate Travel Consultant
As a consultant, New Distribution Capability (NDC) has changed the way we quote and book airline tickets for our clients. Sure, such a big shift has seen some hurdles, but overall, NDC has brought us some major benefits:
Access to Exclusive Content: Airlines are increasingly reserving special offers and discounted airfares for booking via NDC channels. Being able to access this content allows us to offer our clients the best options available in the market.
Integrated Distribution: By integrating content from all airlines including Low-Cost Carriers, we are now able to provide our clients with more options than ever before, as NDC includes flights from airlines which were traditionally harder/not possible to access through traditional booking systems. Having access to more content in one place allows us to quote and book a variety of options for our clients faster than ever before.
Real-Time Pricing and Availability: NDC allows consultants to view and access the most up-to-date availability and pricing from airlines. More traditional booking platforms sometimes experience inventory delays potentially resulting in inaccurate information. NDC shows us real-time data directly from the airlines meaning we can confidently quote our clients.
Enhanced Ancillary Services: NDC enables consultants to sell additional services such as seat selection and additional baggage much easier than ever before. Previously, many of these services were not made available for agents to sell directly to clients, but now we can add these at the time of booking and provide a more personalised and tailored travel experience to our customers.
Refunds: Previously, agents were required to analyse airfares, manually calculate taxes and even backdate currency conversions to submit refund requests to airlines. Any errors in these calculations could delay the process of refunds, but NDC performs these calculations and expedites the refunds back to our clients.
NDC has expanded our reach with airlines, allowing us access real-time, extensive and personalised content, providing our clients with a more personalised and enhanced booking experience.
Lock It Down: Simple Habits for Safer Work Travel
by Sarah Szubanski, Managing Director
Work travel comes with its fair share of risks — from missed connections to misplaced bags.
But one of the biggest threats is also one of the least visible: the cyber risks that come with working on the go.
The good news is it doesn’t have to be complicated. A few simple habits go a long way:
- Use a VPN whenever you’re on public Wi-Fi.
- Stick to secure networks and avoid “free” or open hotspots.
- Keep your devices locked, updated and backed by two-factor authentication.
- Be mindful of your surroundings — keep devices in sight at airports and use a screen filter if you’re working on sensitive information in public.
Cybersecurity isn’t about adding layers of stress to a trip — it’s about making safety part of the routine.
If you’re wanting to unpack this in more detail, we’ve got you covered: Boardrooms, Boarding Passes, Breaches: Corporate Travel’s Biggest Security Risks
Care at the Core: Building Partnerships That Last
by Phil Gleeson, General Manager | Strategy & Partnerships
Behind every flight, hotel and booking platform are people — suppliers who shape the traveller’s experience just as much as we do.
If we treat those relationships as purely transactional, we miss the chance to deliver something far greater for our clients. That’s why we’re reimagining what supplier partnerships look like.
Right now, three cross-functional teams at Platinum are in the middle of a supplier campaign that’s turned learning into a weekly competition. Each round brings fresh challenges — from creative pitches to client scenario problem-solving — designed to build knowledge, spark collaboration and keep things fun.
The energy has been high, and so have the learnings.
Here’s what it’s really about:
- Beyond Transactions – building partnerships around trust, people and long-term outcomes.
- Shared Success – finding new ways of working so both partners and clients thrive.
- Stronger Connections – closer collaboration that leads to smoother journeys.
- Innovating with Empathy – fresh, people-centred ways to deliver value.
- Care at the Core – ensuring every decision benefits both clients and partners.
This isn’t just a game. It’s professional development, culture and partnership in action — a way of deepening our understanding of suppliers and reimagining what true collaboration can deliver.
Game On: Building Community Through Sport
by Michelle House, Marketing Manager
Sport has a way of bringing people together — whether it’s courtside with clients or cheering on your office neighbours.
Earlier this month, Sarah, Michelle and Max (Sarah’s youngest) headed into Hoop City as part of Platinum’s partnership with United in Business, joining the Melbourne United network for a behind-the-scenes look at training and the team’s powerful comeback story — one built on energy, community and doing things differently.
Meanwhile, back at the Canterbury office, our building buddies Frontline Stores were also proving that sport builds connection — and impact.
Their annual footy tipping competition wrapped with games, prizes and plenty of laughs, all raising funds for MND research.
The main event? Buckets of icy water tipped over Travis — the reward for anyone who landed a handball through the target. True to form, he heckled the crowd until they no longer felt bad. Some even went for the slow pour.
From basketball courts to office courtyards, it’s all about community, connection and giving back — and we’re proud to be part of it. from disruption.
Are You the 1%? Take Our Travel(ish) Brain Test To See
by Dayne Byrne, Head of Technology
Pottsy’s Pun of the Month: The Best (or Worst) Dad Joke You Never Asked For
Why can’t you trust stairs?
🥁🥁🥁
They’re always up to something …
