The majority of US business travellers believe ‘TMCs no longer have a role in the business travel ecosystem given the rise of self-serve travel’, according to a survey by Direct Travel.
The Denver-based TMC, which was recently acquired by an investment group led by Concur co-founder Steve Singh, asked 650 corporate travellers if they agreed with that statement. Half said they ‘strongly agree’ and another 34% said they ‘agree’.
When asked if they agree that TMCs are ‘long overdue for disruption’, 49% said they ‘strongly agree’ and another 38% said they ‘agree’.
In total, 93% of respondents agreed that TMCs tend to focus more on helping companies save travel costs rather than improving the traveller experience.
The vast majority (93%) agreed that TMCs must innovate with technology to maintain a role in the business travel ecosystem.
While broadly agreeing that innovation with technology is needed, 63% of respondents think that the wider business travel sector is innovative and have been impressed by the advancements they have seen.
Saving a lot of time was the reason why 65% of those who responded were ‘very interested’ in a business travel digital assistant that could handle everything from booking the trip to submitting expenses.
And just shy of nine out of 10 respondents (87%) are comfortable having AI make their travel arrangements and bookings automatically.
Findings also show that travellers from Generation Z, born between 1997 and 2012, are the group least satisfied with corporate travel, rating their business travel experiences at seven out of 10, compared with eight across all age groups.
Of the survey’s respondents, 54% said they travel 10 or more times a year for business. Combining business travel with leisure is now widely practised with 90% of respondents saying they have undertaken bleisure travel.
“Today’s business travellers have made it clear: the status quo is not enough,” said Christal Bemont, CEO of Direct Travel. “Travellers are demanding an overhaul of the way travel is managed, emphasising the need for personalised, tech-driven solutions that offer delight in all aspects of the travel experience, from reservations to reimbursements.”
Released ahead of the GBTA Convention 2024 – which will be held in Atlanta, Georgia, from 22 to 24 July – the research indicates the need for greater innovation when booking trips, especially among Gen Z business travellers.
Other key findings:
What would make your business travel experience better?
42% – broader travel inventory (more flight/hotel choices)
21% – personalised travel offers
16% – easier booking experience
4% – self-service changes
16% – all of the above
When booking through your company’s booking tool, do you think you’re
seeing the same options as you would if booking directly on an airline or hotel website or within a web search?
88% – yes
12% – no
