The Association of Corporate Travel Executives (ACTE) surveyed its community of Corporate Travel Managers. Over 350 responded and participated in the study as well as a global focus group, on the Evolution of Travel Policy. These are various quotes pulled from the full study to highlight the changes in travel policy happening today and what to expect in the next few years.

On how travel policy has evolved in the last two years:

“Over the last two years, we’ve focused on savings via very strict policy compliance, which we’ve managed on a global basis. Our people need to travel more and compliance lets us do more travel while maintaining cost.” – Global Travel Manager, UK [Tweet this]

On where travel policy is going in the next two years:

“There’s still a savings opportunity. Booking tools are a big opportunity – but education is important. There’s lots of scope to get self-bookers to book smarter”. Travel Administration Manager, Canada [Tweet this]

“Our drivers are about using technology to ease traveler stress, e.g., allowing travelers to upgrade and take advantage of new ancillary services on airlines like seat upgrades. In the US, availability can be an issue – and to help our travelers we give them flexibility.” Corporate Travel Services Manager, USA [Tweet this]

On improving travel services and satisfaction:

“Savings and service should not be mutually exclusive. We can still find savings while we’re delivering service. Sometimes the discussion is about explaining that we’re achieving savings and that our decisions about policy are getting results – and then the light bulb goes off for travelers, and they understand what they’re doing.” Global Travel Manager, USA [Tweet this]

“Trip messaging – pre, during, and post – is where we will realize the best service improvements, i.e., visa and passport information services or messages travelers receive on landing that give them advice on how best to continue their journey.” Global Travel Manager, USA [Tweet this]

“Interactive internet services and custom company apps are next wave of enhancements for us. It’s still very much in the planning stage however.” Global Travel Manager, USA [Tweet this]

On the ever growing, but not always preferred sharing economy:

“I see sharing economy as a big opportunity to drive down cost and engage people with a new way of working. I’m really excited about it. We’re already using sharing economy options without or ground transport scope. We’re pushing travelers towards it.” Head of Global Category (Travel, Car, Fleet) UK [Tweet this]

“Would we use Airbnb? Absolutely not and that’s mostly for security reasons. We don’t see this changing in the next two years. It’s different with Uber. We’re still evaluating Uber in terms of safety, but we’re not stopping travelers using it.” Global Travel Manager, UK [Tweet this]

“We’ve had a few people ask us about sharing options over the last months and as a result we put out a statement on the intranet. We did not recommend our people use them. Insurance and liability is an issue: what if there was an accident?” Travel Management Analyst, Canada [Tweet this]

On improving the traveler’s experience:

“How do you report the value of service to your colleagues in Finance? That’s the $64,000 question! We’re all trying to figure out how we show metrics for service value.” Regional Head of Travel Services, USA [Tweet this]

“Based on the impact we’ve made in the last three years on travel our profile has changed significantly in the organization. We’re now seen as a value-adding function. We get asked to provide pricing for planned merges or factory builds. Our initiatives help drive the organization forward.” Head of Global Category (Travel, Car, Fleet) UK [Tweet this]

On communicating and engaging with travelers:

“2014 was all about developing the policy and putting it in place. In 2015, we’ve really stepped up our communication programme. It’s about education and helping people understand why we have the policy. At first, people didn’t love what we were doing but we explained.” Travel Administration Manager, Canada [Tweet this]

“We’ve definitely seen an increase in the travelers’ efforts to remain within policy, e.g. flying premium economy one-way and business back. Travelers are aware of the need for policy and they’re trying to do the right thing.” – Global Travel Manager, UK [Tweet this]

“People are very responsive to policy. This is because we have conversations with them to find out why they are travelling and to design the policy with this in mind.” Global Travel Manager, USA [Tweet this]

On how to communicate with your travelers:

“We use email and the intranet – but we’re also using a group I created on our CRM.” [Tweet this]

“This year we developed regional travel councils made up of travel arrangers from various regions.” [Tweet this]

“We use the company Chatter pages [in Salesforce] and have set up dedicated travel group.” [Tweet this]

“We have frequent personal interactions with top 20 travelers.” [Tweet this]

On delivering on duty of care:

“In a sense, there is a perception that duty of care practice detracts from the travel experience. People would just love to be able to book and go – but they understand that duty of care is there for their safety and the TMC will make it easier to book.” Director and Category Manager, Canada [Tweet this]

“Duty of care maybe was a check box thing before. Now people appreciate the value. We communicate that it’s not ‘Big Brother is watching you’ but more ‘Big Brother is watching out for you’.” Global
Travel Manager, USA [Tweet this]

Read the full study from ACTE on The Evolution of Travel Policy.