American Express GBT and its strategic alliance partner SAP Concur are introducing new features to their Complete platform.
The alliance, announced in October 2025, brings together travel, expense, servicing and marketplace capabilities.
Since the partnership was formed, 80% of the pair’s joint customers are now using the new Complete product and the rest are in the process of transferring to it.
Leakage
In the latest phase of developments, data from Concur Travel and Amex GBT, including offline bookings, will be pulled together to give travel managers a more complete view of bookings.
They will be provided with breakdowns of bookings by line of business, travel category, vendor and traveller.
By highlighting leakage, travel managers can strengthen duty of care, improve policy compliance and cost control, gain a clearer view of travel volumes to support supplier negotiations.
Leakage reporting on the travel manager homepage is available now for early adopter customers, with general availability planned for early in 2027.
Perks
The pair are now rolling out a ‘Perks’ feature, which includes supplier offers and loyalty benefits displayed at point of sale, to help organisations maximise the ROI of their travel programmes.
Special TMC content, extras, corporate contract benefits, and traveller loyalty status entitlements will be directly visible to travellers in the booking experience, removing the need for manual effort and the burden of comparing sites.
“These are things that travellers are doing themselves today, either intuitively or it’s adding work and labour into the booking process,” said Evan Konwiser, Amex GBT Chief Product and Strategy Officer.
“But travel teams may not have full visibility into what’s happening in those and how those are allocated So, this creates more transparency in the data around that value decision.
“It’s also critical on the steps towards more agentic powered booking. If you get into a chat workflow with an agent and then you get into more automation, you have to have this data in that platform to make that agent work effectively.”
Supplier offers in perks will generally available in August 2026 and benefits in perks will be available to early adopters in August 2026 with general availability planned for the fourth quarter of 2026.
Disruption alerts
A new single in-app experience will provide travellers with notifications, guidance, support and self-service trip changes when their trips are disrupted.
This functionality is available now for early adopter customers, with general availability planned for early in 2027.
“This is something that’s been on our travellers’ list and our customers’ list for a long time and it’s actually quite difficult to really drive effective and efficient disruption management. The stakes are high,” said Konwiser.
“But with us as a travel agency and tech partner and SAP Concur as the booking tool partner and expense partner, we can really now do things that before were very, very difficult or impossible to do.”
The solution will be able to manage waivers and will automatically cancel tickets and process refunds if travellers have to switch to another airline.
“I think this is the beginning of that trust ladder, but ultimately we would like to work our way up that trust ladder and earn the user’s trust to do more agentic booking and automated workflows to just take the lift off of our travellers, especially when time sensitivity is critical.
“In disruptions, especially major disruptions, time sensitivity is critical. So I think there’s so much we can do here.”
