Suppliers aren’t always meeting the expectations of buyers who are now saying “enough is enough”, according to research by Festive Road.
Based on in-depth feedback from over 50 travel and expense leaders who are ahead of the curve in their approach, the consultancy found 94% value their supplier partners but almost two thirds say partner performance falls short in some areas.
“This is an issue that we’ve seen for some time now but I think we’re at the stage where buyers are saying ‘enough is enough’,” said Festive Road CEO Caroline Strachan.
“Buyers come to us and say their TMC is not working but we tell them that maybe you don’t need a new TMC, and we dig deeper to understand the real problem.”
She said these problems include content access and manipulation plus commercial models.
The research also found five other key insights into what buyers want. These were:
- Without a clear purpose, a travel and expense programme lacks direction, with only 10% of programmes having a fully-defined purpose aligned with organisational strategy.
- Technology Is essential but falling short, with 88% of buyers saying technology is crucial, but almost three quarters report their current tools are underperforming.
- There’s no time left for strategic value, with over 50% of respondents saying they need more time for stakeholder engagement, tech optimisation and demand management.
- Data Is the missing link to proving value, with 76% saying that using data to show value will significantly impact their programme.
- Buyers are drowning in operational tasks, with 42% of respondents spending almost two thirds of their time on operational activities.
“This isn’t just a finger on the pulse,” said Strachan. “It’s a stethoscope on the entire circulatory system of corporate travel and expense. Buyers are sending a clear signal that they want sharper strategy, smarter tech, and partners who truly deliver value.”
Festive Road unveiled the findings at this week’s GBTA Convention in Denver along with a rebrand.
The consultancy will celebrate it 10th anniversary next year.
