Are TMCs doing enough to deliver traveller-centric services?

Global business travel sector to boom (Image: iStock/anyaberkut)
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As travel technology becomes more sophisticated, business travellers' expectations of the services that Travel Management Companies (TMCs) provide are growing.

This is according to a new study from the Association of Corporate Travel Executives (ACTE) and American Express Global Business Travel, which has highlighted the benefits of taking a more "traveller-considerate" approach to developing travel policies and programmes.

As hyper-connectivity, on-demand services, greater personalisation and always-available support become industry norms, it is becoming increasingly common for travellers to explore new ways of tailoring their service to meet their needs - even if at times, this means exploring non-traditional methods that fall outside their employer's business travel policies.

Of the travel managers surveyed for this report, 31 per cent say they have seen a rise in enquiries about work-life balance, while 30 percent say more travellers are asking about adding a leisure element to business trips. This is resulting in the increased usage of services such as Uber, Lyft and Airbnb.

As such, the report called for companies to do more to tailor their services to anticipate these needs and desires, rather than adopting a "one-size-fits-all" service delivery approach that encourages travellers to work outside the normal channels and opt for less cost-effective options.

Indeed, there is evidence that this is already taking place, with 22 per cent of managers now including sharing economy lodging options in their policies, compared to only nine per cent last year. The use of apps to provide travel information, booking tools and expenses management functions is also on the rise.

Philip Haxne, European regional director for global business consulting for American Express Global Business Travel, said: "Advances in technology and the managed travel toolset make matching individual needs with the business policy more efficient, and there is great opportunity to better personalise traveller experiences, ease anxieties about safety and simultaneously encourage policy compliance."

For information on how ProTAS can help your TMC to automate and update its mid and back-office systems, contact ProCon Solution now.

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Phone: +45 4363 2266