Online booking tools and communication key to business travel policy compliance

Business Travel Show America poll analyses challenges of travel buyers

Online booking tools and communication are key to managing policy compliance among business travellers.

A new survey of 149 corporate travel and procurement professionals by Business Travel Show America highlights strategies for securing policy buy-in from travellers.

Some 29% of travel buyers reported that improving policy compliance and reducing leakage is the biggest challenge they face.

As a result, more than half (51%) are building nudges and rules into their online booking tools to encourage buy-in, adopting a ‘top down’ and ‘bottom up’ approach.

Ensuring communication and understanding of travel policies are included as part of the employee onboarding process was important to 56% of firms looking to improving buy-in among corporate travellers.

Clear and consistent communication from leadership was crucial to half (50%), while 17% said they routinely report on progress against KPIs to employees.

About a quarter (24%) said incorporating traveller preferences into policy was important, with 14% of those surveyed saying they do this ‘a lot’ as they consider it fundamental and 11% reviewing how to incorporate traveller preferences.

The findings suggest employee input and influence may well increase in the future as traveller profile data increases and expectations around personalisation accelerate, Business Travel Show America concluded.

Martha Ferguson, global head of travel services at Lazard, said: “When building a travel policy, it is vital to build a relationship with the EAs who are often so heavily involved in the booking process and managing itineraries.

“Taking time to explain why and how policies are structured a certain way pays dividends in building understanding and therefore buy-in at all levels, including the C-suite. Once that foundation of understanding is set, so is the standard for compliance which can really help reduce traveller friction in the longer term.

“We also invite feedback from EAs throughout the year on a rolling basis, not just at year end. This consistent, inclusive approach means they feel more compelled to ensure future trips align with policies at leadership level to both set and reinforce the compliance standard.”

BTN group executive vice president Louis Magliaro added: “Buyers are increasingly required to spin many policy plates when balancing traveller expectations against the reality of the budget sheet and it’s a fine line to tread.

“Including employees in the process of policy development and adopting a more inclusive approach can reap the benefits of greater buy-in. But, with the advance of data processing and the rise of AI building more sophisticated understanding of traveller profiles, preferences and requirements, there is scope to build more comprehensive policies and utilise the technology that is available in a more effective way, with even better informed nudges and prompts from within the OBTs. “

The inaugural Business Travel Show America will feature an Innovation Faceoff which will showcase some of the solutions on offer in the sector. Buyers will have the opportunity to learn about how companies are solving problems with expense management and policy compliance.

The event, at Javits Center New York on October 15-16, will feature more than 100 exhibitors including TMCs, airlines, hotels, travel technology providers and others.