April 24, 2024

Amex GBT launches solutions to deal with friction in ‘volatile’ travel era

American Express Global Business Travel (Amex GBT) is launching a range of solutions to help minimise travel friction in an era when “travel has never been more volatile and complex”.

With demand outstripping supply, data from flight tracking app Flightaware.com indicates travellers are almost twice as likely to be delayed this year compared with last year.

In response, Amex GBT has developed solutions designed to help travellers quickly manage flight disruptions and also give travel managers insights into the impact of disruptions on their travel programmes.

Mark McSpadden, Vice President of Product Strategy and User Experience at Amex GBT, said: “As business travellers get back on the road, companies are putting more stock into the end-to-end travel experience. They want to reduce travel friction while giving employees more autonomy to plan, book, and modify trips.

“We have prioritised developments that expand our unique proactive assistance services. Today, they deliver more actionable information and more convenient ways for travellers to stay connected to everything they need at every stage of their journey.” 

Thanks to a number of innovations, Amex GBT’s Proactive Traveller Care (PTC) can now send recommendations for alternative flights to travellers experiencing disruption and travellers can also now connect with traveler counsellors using WhatsApp in addition to the Amex GBT Mobile app chat or SMS channels. 

The service constantly monitors travellers’ trips and contacts them as soon as a trip is delayed or cancelled using a first-to-market, automated messaging system.

Now when travellers respond, they can receive recommendations for alternative flights from the full range of Amex GBT airline suppliers in the customer marketplace in their preferred channel at their own convenience.

In the Amex GBT Mobile app, travellers can now share real-time trip changes with partners, colleagues, and clients via their preferred channel. 

The app generates a link to an Amex GBT web page that shows a flight’s live tracking status, which can be refreshed at any time.

Meanwhile, a new dashboard in the Amex GBT’s cloud-based reporting tool, Insights, gathers data from disruptions identified in PTC for a given company.

Travel managers can use the dashboard to track the impact disruptions have on travellers and improve duty of care, including the number of flights impacted, percentage of travellers engaging with PTC and the airlines most affected. 

Amex GBT said more disruption management services are planned for the coming months, including post-disruption check-in surveys, additional chat channels to connect with travel counsellors and third-party value-added service offerings.