SINGAPORE, 24 August 2022: Uncertainty and travel disruptions during the pandemic have left business travel and travel managers facing a has changed significantly.
The Evolution of Travel Program Technology study explores 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 of his five travel managers in this survey cited technology as one of his biggest pain points, and striking the right balance is still a long way off. It became clear that there was work to be done. 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-19 environment.
“The pandemic has profoundly changed the role of corporate travel managers, rising to a higher profile as businesses navigate unprecedented challenges,” said GBTA CEO Suzanne Neufang. “For businesses and travel managers seeking advice from TMC on innovative ways to effectively manage travel programs while keeping travelers safe, updating and communicating with travelers is a new imperative. It is a challenge.”
“The rapid pace of technological innovation presents great opportunities for travel managers and managed travel programs as we return to business travel. We’re citing technology,” said Marcus Eklund, Global Managing Director of FCM.
“The survey also showed that, on average, 9 out of 10 global travel managers say a consistent technology experience is the most important. It is imperative that TMC is at the forefront of technological advancements to solve modern travel challenges.”
Investigation highlight
- Technology is the most important factor If a travel manager chooses TMC over costs/fees, account management quality and support. Three of her five travel managers (59%) embrace technology as one of her most important factors when choosing a TMC. However, two of her five respondents (42%) cite technology as one of her top TMC pain points.
- Online booking tools play a dominant role. Nearly all travel programs (96%) use the most popular technology component, the online booking tool (OBT). However, other technology solutions are less frequent, such as reporting dashboards, TMC mobile apps, reshopping tools, and single-use virtual payments, to name a few. This suggests that many travel managers may primarily associate travel technology mostly with OBT, and are therefore aware of other solutions that can increase efficiency and streamline travel program components. may not.
- Sustainability and OBT tools. Few travel programs use online booking tools to promote sustainability. Fewer than half (44%) said their OBT showed carbon footprint in search results, or showed low-emission flights at the top of search results (10%) less than half the people. Sustainability messages scored just 4%, and less sustainable options were filtered out of his 2% of search results. However, many travel managers are interested in configuring OBT to do these things.
- Widespread interest in chatbots. 7 out of 10 travel managers are interested in artificial intelligence-enabled chat. These chatbots can answer traveler questions and help with bookings. 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 with their bookings (29%).
- Artificial intelligence (AI) will transform reporting. 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.
- Understanding mixed NDCs. 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 a little, but there is more to learn” and 1 in 5 said they “know virtually nothing” about NDC or They say they know “a little” (20% each). One in five of his travel managers (21%) reports that the program provides him with NDC content through TMC/OBT, while one-third (34%) is not aware if TMC/OBT provides his NDC content. .
GBTA surveyed from February 14 to March 21, 2022 and received responses from 309 travel managers based in the United States, Canada, Europe and Asia Pacific.
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