The Business Travel Magazine Dec/Jan 2019/20

TECHNOLOGY
While online booking tools are
said to be the most frequently
integrated element of the
travel programme, it seems further
integration can be left on the table.
In a poll of travel buyers worldwide,
carried out by the Association of Corporate
Travel Executives, 72% say their travel
programme is only somewhat integrated.
Findings from The Journey to Integrated
Travel Management whitepaper, which is
supported by American Express Global
Business Travel, also reveal that many travel
managers (22%) have no plans to integrate
further, which seems surprising given the
holy grail of end-to-end integration.
After online booking tools, corporate cards
and expense management platforms are
the most commonly integrated elements
of programmes. Perhaps travel managers
perceive further integration as too
challenging. Respondents cited a number
of barriers to integration, including the
business travellers themselves.
Integrated systems and processes are
not only a good thing in terms of existing
technologies but also for bringing in newer
tech. Companies which take strides to
integrate existing systems
should find it easier to
add in new
channels.
BOOKING TOOLS
THE END-TO-END
EXPERIENCE
Booking tools deliver convenience and efficiency
but aren’t always properly optimised, finds Linda Fox
Flight Centre Business Travel is one
company that has thought about changing
consumer expectations and the need for
technology to keep up. The company’s
new booking tool, HelloFCBT, was
recently launched because it
wanted to offer an online booking
service. UK General Manager Joe
Beevis says other elements, such as
traveller tracking and FCM’s travel
management app Sam, have also
been built into the system.
Beevis adds: “FCBT’s systems are
all fully integrated and we have actively
avoided developing a platform reliant
on punch-outs. All air, hotel and rail
bookings flow into the same platform for
our travel consultants allowing effective
travel management.
“We’re introducing Sam to make this
process even smoother for the customer.
All bookings made both online and offline
will integrate into Sam, providing a
seamless automated itinerary management
experience, whilst also keeping travellers up
to date via various alerts.”
Despite challenges from travellers, the
ACTE report found 34% of respondents
believe travellers are also seen as a driver
for integrated programmes, which perhaps
suggests the ongoing need for managers to
strike a balance between those reticent to
adopt new ways of doing things and those
demanding them.
The report goes on to cite lack of internal
and stakeholder support as further
challengers to integration for 30% and lack
of resources for 25%. However, 28% say
incompatible systems are holding back
further integration.
The report also highlights the necessity
of buy-in from internal and external
stakeholders, with 62% of travel managers
citing support from tech platform providers,
59% saying travel management companies
and 39% citing payment providers as
instrumental in helping achieve
integration. It’s no surprise that
travel managers see advantages
in integrated systems, such as
spend visibility and expenses
control for 70%, duty of care for
58% and improvement in user
experience, according to 65%.
Leigh Bochicchio, Executive
Director ACTE, says: “Having to
navigate a constellation of tools and
technology to plan a trip can hinder
productivity for travellers. End-to-end travel
programmes solve this issue, and at the end
of the day, everyone wins:
the traveller, the travel
manager and the
organisation as
a whole.”
38 THEBUSINESSTRAVELMAG.COM