Nearly two-thirds (63%) of organisations do not formally measure traveller experience despite 61% of travellers surveyed confirming that a great business travel experience leaves them feeling stress free.
This is according to new data from leading travel management company Corporate Travel Management (CTM), whose recent global research surveyed 235 business travellers, travel managers, travel arrangers and bookers across Australia, New Zealand, North America, Asia, the UK and Europe.
Of the travel managers and bookers surveyed, 73% said they were confident in the ability of their corporate travel programme to support travellers when disruption occurs.
While business traveller responses included:
- 70% said fast TMC response times are the most important factor in delivering a positive traveller experience during disruption.
- 66% said confidence comes from knowing support is available when needed.
- And 50% believed the best experience combines self-service technology with access to human expertise.
“The need for great support when travel goes wrong isn’t new. What this survey reveals is that the expectation of how quickly and how intelligently that support should arrive is changing. Travellers increasingly expect their travel programme to anticipate disruption, remove unnecessary friction and invisibly connect them to the right help at the right moment,” said Philippa Johns, group chief commercial officer, CTM.
“Travellers shouldn’t have to think about whether they need technology or a person when something goes wrong – the travel programme should know. Intelligent travel programmes can identify disruption earlier, automate the simple resolution and connect the traveller to experienced human support when judgement or intervention is needed. The future of traveller experience is not digital versus human; it’s using both intelligently to deliver a better outcome,” Johns added.
The full results are available in CTM’s latest insights report, Traveler Experience, When It Matters Most, which explores how traveller confidence and experience are shaped when plans change and what organisations can do to build more resilient, confidence-led travel programmes. The report is free to download here:
