They most value convenient travel times and hotel locations, along with direct flights, over personal comforts or benefits such as flying business class or earning loyalty points.
Wendy White, vice president of marketing at Egencia, said the days of “mindless” travel program cost-cutting are now gone, replaced by a focus on traveler experience. Respondents say the most important element of a travel program is the ability to control bookings themselves (48 percent) – from initial bookings, to any needed changes – speaking to the importance of empowering travelers and providing travel management tools built for ease of use. A distant second was specialized customer support (15 percent). The biggest complaint with corporate travel programs is price constraints and their impact on the quality of lodging (31 percent), followed by limited upgrade options (15 percent).