New study from GBTA and FCM reveals the latest tech trends and changing role in how travel managers can serve their companies and business travelers – Hospitality Net

Alexandria, VA – Business travel and the role of the travel manager changed significantly during the pandemic. As business travel returns, many are questioning what changes will become permanent, and how the particular industry will continue to evolve in order to navigate new headwinds including inflation, Covid-19 infection spikes, and the threat of further travel disruptions.

The research study released today by the Global Business Travel Association (GBTA) and made possible by FCM — “The Evolution of Journey Program Technology” — explores how technology has impacted the journey manager’s part, the traveler experience, as well as the TMC company.

During the pandemic, digitalization and the use of technologies accelerated as travelers were driven online, experiencing contactless and touchless travel. But surprisingly, this research now shows that two within five traveling managers cite technology because one of their top pain points, highlighting that will there is still work to be done in achieving the right balance. As companies return to vacation and update their take a trip policies, most are using this particular opportunity to reassess supplier relationships and technology requirements for the post-Covid environment.

“The function of the particular corporate travel manager changed significantly since a result of the pandemic, elevating the position as companies navigated unprecedented challenges. Given the fast pace associated with change, technologies has played a vital role in ensuring the particular efficiency of travel programs. Keeping updated and communicating with tourists has taken on renewed urgency with regard to companies, plus travel managers looking to their own travel management company (TMC) to advise on innovative ways to manage journey programs effectively while keeping travelers safe, ” said Suzanne Neufang, CEO, GBTA.

“The rapid pace of technological innovation presents tremendous opportunities for traveling managers and managed vacation programs as we return in order to business take a trip. Travel supervisors cite technology as the most important factor when selecting a TMC, ” stated Marcus Eklund, Global Managing Director, FCM. “The research also showed that on average nine within ten global travel managers say a consistent technology experience is associated with utmost importance. It is essential TMCs be at the forefront of technical advancements to advise travel managers, plus help solve corporate worldwide travel challenges. ”

Key highlights from the study:

  • Technology will be the majority of important element when journey managers select a TMC, ahead of costs/fees and account administration quality plus support. Three in five (59%) traveling managers include technology as one of the most important factors when selecting a TMC. However , two in 5 respondents (42%) include technologies among the best pain factors of their primary TMC.
  • Almost all vacation programs (96%) use an online booking tool (OBT), and as such is the particular most popular technology component of a travel program. Nevertheless , other technology solutions are less frequent including reporting dashboards, TMC mobile apps, re-shopping tools and single use virtual payments to name a few. This suggests many take a trip managers might largely associate travel technologies almost exclusively with OBTs and thus, may be unaware of other solutions that may create efficiencies and streamline travel program components.
  • Few travel applications use their particular online reserving tool in order to promote sustainability. Fewer than half say their OBT shows carbon emissions in search results (44%) or displays lower emission flights higher in search results (10%), provides durability messaging (4%) or is usually configured to exclude less sustainable options from search results (2%). However , a decent number of travel managers are usually interested within configuring their OBT to do these things. These practices will likely become more common as sustainability concerns grow, OBTs design key features and journey managers learn more about them.
  • There is widespread interest in chatbots. Seven in 10 travel managers are interested in artificial intelligence-enabled chat. These chatbots can answer traveler questions or help them make bookings. Despite strong interest, chatbots are largely not a reality for many travel programs. Fewer than half say their own TMC app includes a chatbot that can solution traveler queries (44%) or even can help travelers make bookings (29%).
  • Artificial intelligence (AI) has the potential to dramatically transform how travel applications operate. Traveling Managers are usually widely fascinated in using AI to enhance reporting (87%), data cleansing (82%), personalization of search engine results (78%), and auditing of expense reports (62%).
  • Vacation manager’s understanding of the Brand new Distribution Capability (NDC) is definitely mixed, with many being largely uninitiated with the XML-based data transmission standard. One-third (30%) say they know “some but have more to learn, ” while one in five state they know “virtually nothing” or only “a little” about NDC (20% each). While one in five (21%) traveling managers report their system offers NDC content through their TMC/OBT, a third (34%) are unaware if their TMC/OBT offers NDC content – suggesting NDC is not top associated with mind among many vacation managers.

This survey was conducted from February 14 – March 21, 2022, simply by GBTA along with responses through 309 take a trip managers based in the US, Canada, Europe and Asia Pacific. Exclusive early access to the particular report is available to GBTA Convention attendees via the FCM Take a trip booth, #2411 or to GBTA members via the GBTA Hub .

About FCM

FCM is one of the world’s largest travel management companies with a 24/7 reach in over 100 countries. As a trusted travel partner regarding thousands of national and multinational organizations, which includes many household brands, Fortune and FTSE 100 businesses, FCM’s agile and flexible technology platform anticipates plus solves client needs supported by expert teams who provide in-depth local knowledge and duty of care as part of the ultimate personalized business travel experience. While as the flagship business journey division of the ASX-listed Flight Centre Travel Group, FCM is able to negotiate and deliver access in order to the widest network of airfares, hotels, and ground transport intended for unique and best-value options. The company recently debuted its new omni-channel platform featuring a ‘first of the kind’ customized end-to-end user experience.

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About the Global Company Travel Association

The Worldwide Business Journey Association (GBTA) is the world’s premier company travel plus meetings trade organization headquartered in the Washington, D. C. area with operations on six continents. GBTA’s members manage more than $345 billion associated with global business travel and meetings expenditures annually. GBTA delivers world-class education, events, research, advocacy, and media to the growing global network of more compared to 28, 000 travel professionals and 125, 000 active contacts. To learn exactly how business traveling drives lasting business growth, visit .

Nikki Stimson
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