What Travel Buyers Want: Insights from a Global Survey

Travel buyers are the professionals who are responsible for planning, booking, and managing the travel needs of their organizations. They play a key role in ensuring the safety, comfort, and productivity of their travelers, as well as the efficiency, compliance, and sustainability of their travel programs. But what do travel buyers want from their travel suppliers, partners, and technology providers? A global survey conducted by the Global Business Travel Association (GBTA) and SAP Concur reveals some interesting insights.

Travel Buyers Want More Flexibility and Choice

One of the main findings of the survey is that travel buyers want more flexibility and choice in their travel arrangements, especially in the wake of the COVID-19 pandemic, which has disrupted the travel industry and changed the traveler behavior and expectations. Some of the aspects of flexibility and choice that travel buyers value are:

• Booking options: Travel buyers want to have access to multiple booking channels, such as online, offline, or mobile, and to be able to switch between them as needed. They also want to have more control over the booking process, such as the ability to modify or cancel bookings without penalties, or to book ancillary services, such as seat selection, baggage, or Wi-Fi.
• Payment options: Travel buyers want to have more payment options, such as credit cards, virtual cards, or mobile wallets, and to be able to choose the most convenient and secure option for each transaction. They also want to have more visibility and transparency into the payment data, such as the fees, taxes, and exchange rates, and to be able to integrate the payment data with their expense management systems.
• Travel policy: Travel buyers want to have more flexibility and customization in their travel policy, such as the ability to adjust the policy based on the traveler profile, the trip purpose, the destination, or the risk level. They also want to have more communication and feedback from their travelers, such as the ability to send alerts, reminders, or recommendations, or to collect ratings, reviews, or suggestions.

Travel Buyers Want More Safety and Duty of Care

Another key finding of the survey is that travel buyers want more safety and duty of care for their travelers, especially in the context of the COVID-19 pandemic, which has increased the health and security risks and challenges for travelers. Some of the aspects of safety and duty of care that travel buyers prioritize are:

• Travel risk management: Travel buyers want to have access to reliable and up-to-date information on the travel risk situation, such as the COVID-19 cases, restrictions, protocols, or vaccines, in each destination. They also want to have the tools and resources to monitor, track, and communicate with their travelers, and to provide them with assistance and support in case of an emergency.
• Traveler well-being: Travel buyers want to ensure the well-being and satisfaction of their travelers, by addressing their physical, mental, and emotional needs and concerns. They also want to promote a culture of care and empathy within their organizations, and to recognize and reward their travelers for their efforts and achievements.
• Travel sustainability: Travel buyers want to contribute to the sustainability and social responsibility of their travel programs, by reducing their environmental impact, such as the carbon emissions, waste, or water consumption, and by supporting the local communities and causes, such as the human rights, diversity, or education.

Travel Buyers Want More Innovation and Technology

A third key finding of the survey is that travel buyers want more innovation and technology in their travel programs, to enhance the efficiency, quality, and value of their travel services and experiences. Some of the aspects of innovation and technology that travel buyers seek are:

• Artificial intelligence: Travel buyers want to leverage the power of artificial intelligence (AI) to automate and optimize their travel processes, such as the booking, payment, or expense management, and to provide personalized and relevant services and recommendations to their travelers, such as the best fares, routes, or hotels.
• Data analytics: Travel buyers want to harness the potential of data analytics to gain insights and intelligence from their travel data, such as the spend, behavior, or satisfaction, and to use them to improve their decision making, performance, and outcomes, such as the cost, compliance, or quality.
• Digital transformation: Travel buyers want to embrace the digital transformation of their travel programs, by adopting the latest technologies and platforms, such as the cloud, mobile, or blockchain, and by integrating their travel systems and solutions, such as the travel management company, the online booking tool, or the expense management tool.