Travel and the role of travel managers have changed significantly during the pandemic. As business travel resumes, what changes will be permanent and how the industry is evolving to weather new headwinds including inflation, a spike in COVID-19 infections and the threat of further travel disruptions. Many people question whether they will continue to do so.
A research study recently published by the Global Business Travel Association (GBTA) and enabled by FCM – “Evolution of Travel Program Technology” – Explore how technology has impacted the role of travel managers, the traveler experience, and the business of travel management companies (TMCs).
Digitization and technology use accelerated during the pandemic, with travelers going online and experiencing contactless and contactless travel. Surprisingly, however, two out of five travel managers in our survey named technology as one of their biggest pain points, suggesting that more work needs to be done to strike the right balance. became clear.
As businesses return to travel and update their travel policies, many are using this opportunity to reassess their supplier relationships and technical requirements in the post-COVID environment.
“As a result of the pandemic, the role of corporate travel managers has changed significantly, rising in stature as businesses navigate unprecedented challenges,” said GBTA CEO Suzanne Neufang. .
“Staying up-to-date and communicating with travelers has taken on new urgency for businesses, and travel managers need to innovate to effectively manage travel programs while ensuring the safety of travelers. We seek to advise TMC on how to
“The rapid pace of technological innovation presents great opportunities for travel managers and managed travel programs as we return to business travel. ,” said Marcus Eklund, Global Managing Director of FCM.
“The survey also showed that an average of 9 out of 10 global travel managers said a consistent technology experience was most important. It is imperative that TMC is at the forefront of technological advancements to solve the most challenging travel challenges.”
Key highlights of the study:
- Technology is the most important factor If a travel manager chooses TMC over cost/fees, account management quality and support. Three of her five travel managers (59%) include technology as one of their most important factors when choosing a TMC. However, two of her five respondents (42%) cite technology as one of their primary TMC pain points.
- Nearly all travel programs (96%) use online booking tools (OBT), making them the most popular technology component of travel programs. However, other technology solutions such as reporting dashboards, TMC mobile apps, reshopping tools, and single-use virtual payments are less widely used. This is because many travel managers may associate travel technology mostly with OBT and, as such, may not be aware of other solutions that can increase efficiency and streamline travel program components. suggests.
- Few travel programs use online booking tools to promote sustainability. OBT displays carbon emissions in search results (44%), shows low-emission flights higher in search results (10%), provides sustainability messages (4%), or from search Less than half say they are structured to exclude less sustainable options. Results (2%). However, quite a few travel managers are interested in configuring his OBT to do these things. As sustainability concerns grow, OBT designs key features, and travel managers learn more about them, these practices may become more commonplace.
- Interest in chatbots is growing. Seven of his ten travel managers are interested in artificial intelligence-enabled chat. These chatbots can answer travelers’ questions, help with bookings, and more. Despite strong interest, chatbots are not viable for most travel programs. Less than half said their TMC app includes a chatbot that can answer travelers’ questions (44%) or help them book (29%).
- artificial intelligence (AI) has the potential to dramatically change the way travel programs operate. Travel managers are broadly interested in using AI to enhance reporting (87%), data cleansing (82%), search results personalization (78%), and expense report auditing (62%). I have.
- Travel managers’ understanding of the New Distribution Capability (NDC) is mixed, and many are largely unfamiliar with XML-based data transmission standards. 1 in 3 of them (30%) said they “know to some extent, but there is more to learn” and 1 in 5 said they “know virtually nothing” about NDC or 20% each say they know “little”. One in five (21%) of his travel managers reported that his program offered his NDC content through his TMC/OBT, while one-third ( 34%) is unaware if TMC/OBT provides his NDC content. travel manager.
The survey was conducted by GBTA from February 14 to March 21, 2022 and received responses from 309 travel managers based in the United States, Canada, Europe and Asia Pacific.
