in association with


FALLING SHORT


There is a huge gap between


policy and buyers’ expectations


rate aircraft cabin upgrades as important


83%


But only 29% of policies allow these


82% rate hotel


upgrades as important


But only 18% of policies allow these


think airport lounge access is important


78%


But only 22% of policies allow this


76% think it’s important to


avoid weekend travel


But only 36%


made this part of their policy


PRACTISE WHAT YOU PREACH


While 72% of buyers name talent attraction and retention as the main reasons traveller wellness is important, most companies do not include initiatives to encourage this in policies


HEALTHY RESTAURANT RECOMMENDATIONS


only 14% of companies provide such referrals 95% of buyers rated this as important


PSYCHOLOGICAL SUPPORT FOR TRAVELLERS


only 14% provide it 90%


TIME OFF AFTER A LONG TRIP said it’s important


only 17% provide it 90% said it’s important


SOURCE: BCD TRAVEL SURVEY OF 53 TRAVEL MANAGERS buyingbusinesstravel.com 2019 SEPTEMBER/OCTOBER 41


DATA NEGLECT Despite 71% of travel managers receiving traveller satisfaction data from their HR department,


most are not using that data to their advantage


use HR data to update traveller profiles 95%


use data to analyse or benchmark 9% their programme


6%


use data to inform their understanding of frequent traveller retention/turnover rates


SOURCE: LEVERAGING DATA TO IMPROVE TRAVELLER EXPERIENCE, GBTA AND AIRLINES REPORTING CORPORATION (ARC)


HOTEL HORRORS


In a poll of 1,000 business travellers, only 3% said they enjoy work trips, listing complaints relating to hotels, including:


Said they’ve stayed somewhere too noisy to sleep Noted a lack of wifi


Endured broken air con or heating Stayed at an unhygienic hotel


Have stayed somewhere they didn’t feel safe Stayed at a hotel that was still under construction


18% 18% 13% 12% 10% 10%


Had accommodation booked that was unsuitable for business 9% Suffered food poisoning after eating at a hotel restaurant SOURCE: EXCLUSIVE PRIVATE VILLAS


8%


ability to filter results based on traveller preferences


80% 74%


better customer support


91%


understanding of availability and rates


clear 88% speed of booking booking tool/ usability of


BOOKING WISHLIST What would


encourage travellers to use online booking tools?


SOURCE: BCD TRAVEL SURVEY OF 53 TRAVEL MANAGERS


SOURCE: GBTA AND HRS SURVEY OF 600+ TRAVEL BUYERS AND 2,500 TRAVELLERS


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