In the business travel industry there’s a common misconception that technology alone can drive success. However, I find that outstanding technology must be powered by extraordinary people, not the other way around.

We’re in a business where a human is at the epicentre of every transaction, and this truth should never be misinterpreted.

Travel is inherently subjective and personal. While technology is essential and undoubtedly streamlines our processes, it can never match the level of personalisation that comes from a human interaction. 

Yes, the latest aircraft might fly further, cheaper, and more sustainably, and an app might allow you to check into your hotel remotely and pre-order your favourite gin and tonic (with an extra slice of lime, of course).

But for business travellers, at some point, what truly matters is the smile of the cabin crew member at the aircraft door or the server that delivers that much-needed glass of gin and tonic to your room after a busy conference.

These human interactions have a profound impact – far more than any piece of technology ever could, no matter how advanced.

As we embrace advancement, let’s remember: the real power in the TMC sector lies in all the phenomenal people who use technology to enhance our travel experiences.

What happens when, as we all know, travel does not go to plan? Your flight gets delayed or even cancelled? The recent Microsoft outage was yet another reminder.

What technology cannot replace is the comfort of having an experienced professional who is empathetic while being capable of providing real-time solutions at the other end of the phone. 

Technology will always be an essential component of business travel. It’s essential for simplicity and efficiency. Nonetheless, we must never lose sight of the fact that people design and manage this technology.

Instead of working against us, technology ought to work for us.