TMCs can help cut leakage from travel programmes if they "embrace open booking" and "not fight it", the ACTE conference in Copenhagen has heard.
Carlson Wagonlit Travel's VP Nordics, Johan Wilson, said open booking, where a company has a very loose travel policy in place, and travellers may book however they wish – within constraints, such as a cap on spend, should not be seen as something TMCs should be trying to stop.
"It's up to suppliers and TMCs to cut as much leakage as possible and not to fight areas like open booking but embrace it," said Wilson.
"We must develop new technology to help manage against leakage," he added.
However, Wilson used CWT data published earlier this year to "dispel myths" about open booking. He argued that "a wider choice of booking channels and suppliers comes at the cost of less flexibility for changes or cancellations, less efficiency and a lower level of service overall".
Wilson also defended TMCs from criticism from travel buyers saying they are still an "essential" part of the industry. "A TMC functions like an insurance company, you don’t always know when you'll need the service but it will be there when you do," he said.
Also speaking at the ACTE conference in Copenhagen was senior travel manager for data management firm Net App, Pauline Van Rossum, who said an increase in open booking doesn’t have to mean less control for the buyer.
"If we can give our travellers more control of their booking and let them be more accountable then we could see a drop in leakage," said Van Rossum. "We should provide the travellers with more choice and look into how they can spend a section of money. It could work better than simply saying 'stick to the policy'."
Van Rossum added: "The role of the buyer has centred around support and control but I think now with so many different places to book we are moving a lot more into being a support function and removing that control."
ACTE Copenhagen is held at the Bella Sky Comwell hotel from 19-21 October.