Managed Travel at a Turning Point: Corporate Travel Managers to Focus on Compliance and Employee Experience to Drive Wider Business Objectives

New York, NY, October 15, 2015 – The Association of Corporate Travel Executives (ACTE) today launched The Evolution of Travel Policy: A Global View on the Future. Created in partnership with American Express Global Business Travel (GBT), the report surveyed over 350 Corporate Travel Managers around the world to explore the future of travel policy.

A key question for The Evolution of Travel Policy is the balance between savings and service in policy. Over the last 1 – 2 years, 52% of respondents say savings was the primary driver of their managed travel program, followed by duty of care (23%) and traveler service (16%).

Looking ahead, the balance between savings and service is expected to change significantly as Corporate Travel Managers look to traveler behavior, rather than supplier cost reductions, to drive savings. 84% of respondents say savings will be achieved through demand management and compliance in the next 1 – 2 years. However, the research suggests the communications tools to drive compliance are often missing: 44% of respondents say they have no formal systems in place for gathering feedback from their travelers.

While 75% of Corporate Travel Managers surveyed for The Evolution of Travel Policy see improved traveler service as a route to savings, few organizations have measures in place to justify these improvements to procurement or finance leaders. 21% of respondents today use traveler productivity metrics, 9% use work-life balance metrics and just 5% use stress reduction metrics. However, 12% of Corporate Travel Managers say they plan to introduce stress reduction metrics in the next 1 – 2 years.

Commenting on the findings, Caroline Strachan, Vice President of Global Business Consulting at American Express Global Business Travel, said: “Demand management is the bedrock of a strong managed program so it’s hugely significant to see that travel managers are embracing the traveler and traveler service. Clearly, they understand the future’s going to be traveler-centric. What’s less clear, is whether travel managers feel they have the right technology and tools needed to deliver this future.”

Strachan continued: “Communication is critical for building relationships, engagement and compliance. The research suggests there’s scope for travel managers to upgrade their communications systems and practice.”

Metrics are another area for attention identified by Strachan: “Traveler-centric metrics help travel managers convince their colleagues about the value of service improvements. The research shows progress here – but travel managers should consider how they can better capture the impact of travel on their travelers.”

Greeley Koch, Executive Director at the Association of Corporate Travel Executives, said, “The Evolution of Travel Policy study confirms a major shift among business travel managers, identifying a stronger emphasis on supporting the traveler in meeting corporate objectives, as opposed to savings alone. The report’s findings are consistent with ACTE’s Traveler Centricity education pillar, which puts the traveler and the traveler’s needs at the heart of policy.”

Koch pointed out that influencing traveler behavior and supporting the traveler in the field is far more conducive to meeting the primary objective — raising corporate revenue — than savings alone. “While savings remain a key driver, profitability is the objective of business travel.”

Among the traveler considerations featured in The Evolution of Travel Policy are initiatives for improved traveler service. Highlights include:

  • Pre-trip messaging: 30% of organizations have already deployed these services, and 27% aim to introduce them in the next 1 – 2 years.
  • Mobile booking: 29% of organizations have mobile booking today. A further 30% of Corporate Travel Managers plan to implement within 1 – 2 years
  • Mobile Apps for in-trip changes: deployed in just 16% of organizations today, over the next 1 -2 years 31% of Corporate Travel Managers plan to implement

With sharing economy travel options a focus of interest across the travel industry, the research finds lukewarm attitudes among Corporate Travel Managers. While 13% have included ground transportation sharing options, and a further 13% plan to implement in the next 1 – 2 years, 39% say these options are not even on the agenda. With accommodation sharing options, 13% have implemented policy, 8% plan to introduce policy in the next 1 – 2 years and over half (56%) rule them out altogether.

“These figures may be more indicative of a mindset than practical application,” said Koch. He added that ground transportation decisions are often made in the moment by travelers on the road, not by travel managers based in corporate headquarters. “Accommodation decisions are a different and more complex story,” said Koch.

To download a copy of The Evolution of Travel Policy: A Global View, visit https://www.amexglobalbusinesstravel.com/acte.

Methodology

ACTE surveyed its community of Corporate Travel Managers during two weeks in August 2015. Just over 350 Corporate Travel Managers and / or Buyers participated in the quantitative survey. In addition, ACTE hosted a global focus group with Corporate Travel Managers and Buyers to help design the research.

About the Association of Corporate Travel Executives (ACTE)

The Association of Corporate Travel Executives is a non-profit education and research organization serving the global business travel industry in 51 countries. Since 1988, ACTE has provided unique programs for travel managers and innovative policies that improve conditions for business travelers, while substantially increasing corporate revenue. ACTE currently leads the business travel industry with 75 events worldwide, managed through offices in Asia, Australia, Canada, the U.S. and Europe, with representation in Latin America, South America, and Africa. No other travel trade association can make that claim.

About American Express Global Business Travel

American Express Global Business Travel enables corporations and empowers business travelers with insights, connections and exceptional customer service on a global scale. Through technology and information, American Express Global Business Travel provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable clients to optimize the return on their travel and meetings investments.

American Express Global Business Travel has operations and network partners in nearly 140 countries worldwide with approximately 12,000 employees. American Express Global Business Travel ranked first among corporate travel providers in the 2015 Corporate Travel 100 (“CT100”), an annual listing compiled by Business Travel News which ranks companies with the largest volume of U.S. air bookings. Learn more about how American Express Global Business Travel connects the world at www.amexglobalbusinesstravel.com.

American Express Global Business Travel (“GBT”) is a joint venture that is not wholly-owned by American Express Company or any of its subsidiaries (“American Express”). “American Express Global Business Travel”, “American Express” and the American Express logo are trademarks of American Express, and are used under limited license.

Media Contacts:

Association of Corporate Travel Executives (ACTE)

Jack Riepe
+1-610-256-0124
jack.riepe@gmail.com

American Express Global Business Travel (GBT)

Diana Postemsky
(347) 226.0859
diana.c.postemsky@aexp.com

Tess Alberts (212) 640-8801 tess.alberts@aexp.com

Jessica Nelson (646) 747-7141 jnelson@kwittken.com