OPERATING PRINCIPLE
Turn the objective into a controlled process
In business travel, duty of care is the organisation’s practical process for understanding foreseeable travel risks, giving travellers relevant information, maintaining appropriate contact and responding through defined escalation channels. Legal obligations vary, so operational controls should align with qualified legal and risk advice.
Prepare risk information for the actual trip
Risk differs by destination, route, traveller needs and activity. Use current authoritative information and record what was shared before departure.
- Review destination and transit conditions.
- Capture relevant traveller contact and assistance needs lawfully.
- Explain emergency and escalation channels.
Maintain useful trip visibility
Response depends on knowing who is travelling, where they are expected to be and how to reach them. Access to this information should be controlled and proportionate.
- Keep itinerary and contact records current.
- Define who can access traveller information.
- Record material itinerary changes.
Respond and document consistently
A response path should prioritise safety, establish ownership and preserve a timeline of decisions. After the event, the record supports learning and accountability.
- Use one incident owner and case reference.
- Record contact attempts, decisions and outcomes.
- Review the event without exposing unnecessary personal data.
CONTROL CHECK
Before the process goes live
- Trip-specific risks reviewed
- Traveller contact route confirmed
- Escalation owners and channels defined
- Itinerary changes visible
- Incident decisions and outcomes documented
COMMON QUESTIONS
Frequently asked questions
Is duty of care the same as travel insurance?
No. Insurance is a contract with defined cover and exclusions. Duty of care is the wider organisational process around risk, information and response.
Does every destination use the same risk process?
The core workflow can be consistent, but the information and controls should reflect the destination, route, traveller and purpose.
Who should define legal obligations?
Qualified legal and risk professionals should interpret the organisation’s obligations. The travel process can then implement the approved controls.