New GBTA Study Identifies Priorities & Areas For Improvement For TMCs
A just released GBTA Foundation study confirms that travel buyers want
their TMCs to not only save money, but to improve on data analysis, measurement
and reporting while providing travellers a better experience. The 1st
few are hardly surpising given the importance of leveraging spend and driving
compliance to travel buyers and their companies, but the last suggests travel
buyers also want TMCs to continue expanding beyond their traditional roles.
The GBTA study, which surveyed 297 travel professionals in the U.S. and the
U.K., found that data analysis, performance measurement and reporting (55%);
cost savings (51%) and improving the traveller experience (48%) are the top
areas travel buyers want their TMC to improve in over the next 5 years.
The study also surveyed 710 business travellers in 3 countries and the data
shows that the majority of U.S.-based business travellers are moderately
satisfied with their company/TMC when it comes to various elements of the
travel experience. Business travelers identified travel convenience (49%)
including minimal layovers, convenient flight times and convenient hotel
locations as the top priority they would like to see their company/TMC improve
to make their business travel experience a better one.
These findings all come from the new study, TMCs
Today & Tomorrow, conducted by the GBTA Foundation, the
education and research arm of the Global Business Travel Association. The study
was sponsored by Concur.
In the U.S., business travellers are generally satisfied with booking business
trips through the various channels they used in the past year. Booking directly
with an airline or hotel had the highest satisfaction rate at 87% followed
closely by calling or e-mailing a travel manager/travel agent (82%) and using
an online travel agency or travel site (74%).