By Bev Fearis, published 26/08/20

American Express Global Business Travel has expanded its app messaging capabilities to improve communications between travel managers, travellers and its own travel counsellors.

It says the expansion was prompted by the need for travellers to be kept informed and connected in the ever-changing travel environment during the pandemic crisis.

The option to message with a travel counsellor via the Amex GBT Mobile App has been expanded to more than 24 countries where the TMC has a proprietary presence.

A new push notification feature in the app, called Travel Program Notifications, allows travel managers to send messages and tips to travellers based on their location.

The company said in the coming months this will be expanded to two-way conversations.

Meanwhile, messaging through Apple Business Chat, the app forniPhone and iPad users, has been expanded to more GBT client segments and to more countries beyond the US, including the UK, Canada, France, and Germany.

“Mobile and messaging channels have untapped potential to be a conduit between the travel manager, traveller and travel counsellor in today’s constantly changing travel information environment,” said Andrew Crawley, GBT’s Chief Commercial Officer.

“Covid-19 has been a catalyst for the expansion of our messaging capabilities and platform. We are thinking differently about information as a service and want to help our clients support the needs of their travellers by being present in the channels they trust.”

In addition to Apple Business Chat and the Amex GBT Mobile App, travellers can message via Connect Portal, a single online hub where travellers can access their company’s online booking tool, policies and news, as well as personal itineraries, invoices and profile information.

Expansion to other messaging channels is planned before the end of the year.