DRP, Disaster Recovery Plan/ Overview, DRP Main AALPHA

Introduction

BCD Travel has detailed plans fordisruptions or incidents that may affect your travelers. Our plans specifically address:

  • Client-specific disaster recovery, business continuity planning, contact center andservice business continuity planning
  • Crisis management (outside of BCD Travel control)
  • Partner transitions
  • Supplier outages/event-dependent providers (GDS and online booking tools)
  • Telephony outages
  • Crisis management for travelers

BCD Travel Corporate Security

The BCD Travel Corporate Security Council (CSC) is a team of leaders from across the company focused on promoting business security. Our Global CFO and Global EVP of Technology serve as executive sponsors. Human Resources, Internal Audit, Controlling, IT, Operations, Legal, Enterprise Data Management, Crisis Management, Project Leadership, Supplier Relations, and our Commercial teams all contribute to security initiatives.

Below, we outline the three primary alignment characteristics between security and the business.

  1. The principal role of CSC is to coordinate colleagues across the business to deliver security through their everyday actions and decisions. CSC helps businesses deal with potential risksrather than simply prevent risk taking.
  2. Security constantly responds to new business concerns and, as such, the portfolio of responsibilities and their relative importance will change over time.
  3. Security is both a strategic and operational activity and departments must distinguish between these two layers.

The core elements covered include:

  • Personal, physical and information security
  • Corporate governance
  • Compliance and ethics programs
  • Crime prevention and detection and fraud detection and investigations
  • Risk management
  • Business continuity planning and crisis management
  • Environment, safety and health

CSCmeets monthly and quarterly, andholds impromptu sessions to find ways to help improve corporate security for our clients, our company and our suppliers.

Client Specific Disaster Recovery Plan, Global Crisis Management, Contact Center & Service/Business Continuity Plan

Due to the confidential nature of our business continuity plans, we do not distribute those documents in entirety to third parties. Wecan arrange an in-person meeting or Web conference to share specific details.

Partner Transitions

A partner relationship may need to change due to service dissatisfaction, insolvency, credit issues, IATAN compliance, a voluntary decision initiated by either party, or other reasons. When that happens, we manage the transition in as timely a manner as possible:

  • Immediate – We provide service from a designated, wholly owned location in each region.
  • Short-term – We modify the standard plan to accommodate rushtimelines.
  • Standard – Standard transitions may take 90 days or more. Standard communications are included in our toolkit.

Supplier Outages/Event - Dependent Providers (GDS and Online Booking Tool)

When unforeseen supplier events happen with a GDS or online booking tool, we respond as follows:

  • GDS – If a GDS stops operating, we will use an alternative one. If a service center has only one GDS, we provide service through our after-hours network of centers or a regional call center.
  • Online booking tools – If a booking tool is inoperative for a long time or ceases to operate, we handle bookings via phone or email until an alternative is implemented. A “lite” version of a new tool can be ready for use in two weeks. The full version of the new tool will become available in four to eight weeks.
  • We support 14 online booking tools worldwide; we can implement service, fulfill transactions and provide simple technical support for all of them, with or without a reseller agreement

Telephony Outages

We maintain regularly updated telephone contingency plans for all of our offices and phone systems. We’ve had the plans for our U.S. operations reviewed by a third-party consulting firm.Wealso maintain ISO27001 certifications as third-party validation of our IT services business continuity plan.

For additional information about our business continuity plan and IT services business continuity plan, or for an overview of our third-party validations, you may schedule a phone or in-person meeting with Hilton Sturisky, Senior Vice President and leader of our IT unit worldwide.

Crisis Management for Travelers

Our essential tracking and alerts solutions help you communicate with your travelers when they need you most. Powered by DecisionSource reporting platform, the tools let you track travelers and company assets in a single view so you can react quickly if they are at risk or need help.

Keep your travelers safe and productive:

  • Prepare them with information about their destination
  • Use email or two-way interactive messaging to share breakingnews about situations that could impact travelers’plans or safety
  • Customize the support you provide based on each traveler and trip

Along with our essential tracking and alerts tools, our specially trainedcrisis teams are on hand 24/7 to help manage situations with medical assistance, evacuation or high-level securityassistance.

Economic Downturn

We use a four-level economic risk methodology to evaluate risk scenarios and plan for economic changes. We are fiscally conservative, and we work to find cost-savings opportunities that support our clients’ bottom lines in recession and depression conditions. Through experience, we have learned:

  • Short-term results can be set asidefor clients during a downturn
  • Acquisitions may be more attractive and worth additional consideration
  • Partner changes may need to occur due to insolvency
  • Client payment terms are critical to our cash flow
  • Video conferencing helps save money and travel expenses
  • Our consultancy practice Advito is a valuable resource to find ways to manage costs