While travelling for business may sound glamorous for most business travellers, and for corporate travel managers too, the process of researching travel options, booking travel, managing communication among stakeholders and then travelling itself are, for the most part, stressful tasks.
Organisations are seeking new ways to simplify corporate travel processes. Technology is emerging as a critical enabler in relieving the stress of corporate travel and in creating a seamless experience which is vital not only for travellers but also for those responsible for the well-being of the employee.
Traveller satisfaction is not only down to the quality of flights, accommodation and safety; it is also about the end-to-end user experience of booking travel, accommodation and extras, and all the follow up involved including managing expenses and receipts. Advances in technology and the emergence of new, seamless travel tools are proving invaluable in ensuring business travellers have an unforgettable experience for all the right reasons.
Flexible, digital travel booking tools
Traditional command-and-control models are no longer viable in a digital environment. Travellers can easily deviate from company travel policies in favour of booking via their personal preferred means. Expedia found that 68% of business travellers book half or more of their travel outside of approved tools.
Travel managers need to know that their business travellers are productive, happy and safe. But without visibility on a booking, it is very difficult to track where employees are. Bookings made via approved booking tools ensure that there is at least one point of contact in an emergency. Therefore, flexible booking tools that accommodate travellers personal preferences but allow visibility to relevant stakeholders are a critical element for travel managers in ensuring duty of care.
The smart(phone) traveller
The advent of smartphones and travel apps has alleviated many of the pain points associated with business travel and has provided a new and easier way for companies to interact with their business travellers. Using a mobile corporate travel management platform can allow business travellers to search, book, view and edit their itinerary while on the go via a single app. It also offers them a simple means of staying engaged with their travel manager.
Our own research revealed that 77% of business travellers rely on their smartphone to alert them to flight changes and disruptions. Having instant access to this information helps travellers to feel less stressed and more in control. This technology is not only improving the travel experience, but it is also helping organisations meet duty of care obligations by making it easier to locate and communicate with employees in case of an emergency.
Voice and AI are providing new ways of travel planning and management
Technology is not only simplifying the travel journey for travellers and managers but it is also transforming processes and creating new ways of doing things. Two new technologies that have had a big impact on travel experience this year are AI and voice search technology.
AI and machine learning technology allow channels like chatbots to send booking confirmations, check-in notifications, boarding passes and flight status updates. By using AI, travel managers and travellers can be assured that only relevant search options are provided hence eliminating complexity, improving efficiency and reducing travel management stress.
Voice search was proven to be remarkably popular above all among business travellers. An impressive 66% of UK business travellers are using voice search to research trips, we've found. This is a significant increase on the previous year's survey that found only 46% of business users turned to voice search when travel planning.
NDC — taking travel experience to the next level
While sophisticated business travel platforms, AI and mobile technologies are already enabling travel managers to provide an enhanced travel experience, IATA's NDC will enable an even better level of service.
As many of you will know, NDC focuses on using more modern transactional methods to communicate information between airlines and travel agents. NDC promises to improve on the business traveller experience by providing an 'Amazon style' shopping experience, with search results tailored to individual's user profile to suit their individual preferences. This will not only make travel planning quicker and more efficient but will offer the manager a wealth of information on travel offers.
NDC will also make even more information available to travel managers allowing them to provide the most appropriate travel options to their business travel employees. In addition, travel managers will have access to tailored bundling of add-ons, enabling them to provide these directly to travellers.
With NDC, travel managers will also be able to book all related services, such as seat upgrades, extra baggage or lounge access easily and efficiently when booking a flight, enabling them to offer the smoothest and most hassle-free trip to their business travellers.
Next generation business travel
While the volume of business travel shows no signs of abating, the needs of business travellers are evolving. Organisations need to provide today's business traveller with travel tools that meet the demands of a digital workforce. Technology is empowering a new generation of travellers, accustomed to seamless and tailored experiences, to experience the same convenience, choice and flexibility from their business travel tools.