Corporate Travel Managers Cite Tech and Service Gaps

A new survey of nearly 200 corporate travel managers across the U.S. and Canada has revealed growing dissatisfaction with travel management companies (TMCs), with many citing inconsistent service and subpar technology as top concerns. The research, conducted in March by Direct Travel, Spotnana, Troop and the Global Business Travel Association, indicates a shifting landscape in managed travel, as 28% of travel managers say they are considering switching TMCs.

The report, titled “The Perfect Business Trip,” highlights that 41% of travel managers are frustrated with inconsistent service while 36% pointed to poor technology functionality. Rising travel costs were a nearly universal concern, noted by 89% of respondents, while 57% expressed frustration with friction during the booking process. These pain points are prompting companies to reconsider their travel partners and seek more intelligent and integrated solutions.

Meetings and expenses were additional areas of concern. Two-thirds of meetings are happening outside managed programs, and 80% of managers say their meetings and travel systems are only partially or not at all integrated. For expense reporting, 55% of managers want automated receipt capture, while 48% struggle with missing data.

The report also found that 64% of respondents had trouble managing trip exchanges and cancellations, while only 13% reported that their TMCs offer self-service options for NDC-related changes. Travel managers expressed demand for improved integration, with 63% wanting better alignment between TMCs and online booking tools. Other top requests include centralized platforms for meeting planning (62%) and AI-powered search tools (45%).

The survey coincides with Direct Travel’s launch of Avenir, a new travel platform powered by Spotnana Cloud. The platform consolidates global content, automation, and high-touch support into one system, offering real-time self-service, 24/7 expert help, and tools to boost compliance and reduce manual tasks. Direct Travel CEO Christal Bemont said the report signals that managed travel is evolving and travelers expect solutions that anticipate future needs.

In April 2024, Direct Travel was acquired by venture capitalist and Concur founder Steve Singh, who now serves as CEO of Spotnana and executive chairman of Troop. Singh’s vision for transforming corporate travel has been a consistent theme, including his recent investment in Juno, a startup focused on booking and expense tools for guest travel.

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Corporate Travel Managers Cite Tech and Service Gaps

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