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TRAVELLER SATISFACTION


balance Finding


You can’t please all of the people, all of the time – but our experts share how you can give it your best shot in this era of cost-cutting and automation


ByROB GILL


or issues that can combine to make for a poor travel experience? These are much asked questions in the world of managed corporate travel and the answers are not always straightforward. Buyers are often the first to be the targets


W


of complaints from travellers when trips don’t run smoothly or they are forced to take a circuitous (and significantly longer) route to their destination to save a few pounds on the airfare. They may be equally vociferous if they are compelled to stay in a hotel they don’t like or can’t clock up their preferred loyalty points. Some buyers simply shrug their shoul- ders and say their employees are spending


64 BBT July/JAugust 2018


HAT MAKES BUSI- NESS TRAVELLERS HAPPY? Or perhaps, more pertinently, what are the barriers


the company’s money so need to follow policy and book with the preferred airlines and hotels, regardless of their personal pref- erences. But, on the other hand, there’s a persuasive argument that happy travellers are likely to have more productive and suc- cessful trips.


WHAT DO TRAVELLERS WANT? Recent research from American Express Global Business Travel revealed the biggest challenges for UK business travellers were: being away from family and friends; not being able to adjust travel arrangements if something unexpected happens; keeping on top of day-to-day work while planning a trip; and having to travel over weekends and public holidays. As for the benefits of business travel,


the Business Travel Satisfaction Survey from expense management specialist Chrome River found “getting to see new places”


BUYINGBUSINESSTRAVEL.COM


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