Category Archives: Service

Teleconference 10: Corporate Airline Relationships

Corporate Airline Relationships June 8, 2017, at 12 pm EDT Register here. Gift a ticket here. There’s rarely a dull moment in the world of airlines. It’s a supplier segment that underwent radical changes in the past decade, from mergers and joint ventures to new business models and all sorts of new approaches on pricing, product and distribution.… Read More »

Who Speaks For You? (And What Are They Saying?)

Many groups advocate for a wide range of travel issues. Some relate to corporate travel, but who speaks specifically for the corporate travel industry? Sixty attendees to the Association of Corporate Travel Executives’ New York event this week answered that question as part of an informal poll. They mentioned ACTE, Airlines for America, the American… Read More »

American Express Global Business Travel Redesigns Midmarket Offering

American Express Global Business Travel last month started offering a bundled platform for new U.S. clients spending less than $20 million annually on air travel. In partnership with Jigsaw Research and design consultancy Livework Studio, GBT crafted the program based on several guiding principles for the client experience: personalization, proactive servicing, consistency, value, local expertise and ease… Read More »

Next Time, Avoid The Snow Disruption

[UPDATE, April 19, 2017: Rebooking service Freebird announced reseller deals with Altour, Options Travel, Safe Harbors Business Travel, Short’s Travel Management, Travel and Transport and Upside Travel. It also picked up additional funding from venture capital firms General Catalyst and Accomplice, and named industry vet Ellen Keszler as another advisor and investor.] Did today’s blizzard in… Read More »

Travel and Transport Augments Agent Desktop With New Information System

Two-thirds of Travel and Transport’s client bookings go through self-booking tools. Why, then, did the travel management company spend time and money building out technology at the travel agent point of sale? It’s because the rest often are the most important or tricky bookings. Better-informed and more efficient agents make for better customer service. Travel… Read More »

Teleconference 7: Mobile Technology

Mobile Technology March 9, 2017 Download the recording here. Gift the recording here. Grab the slides here. It’s everywhere, so what’s next for mobile technology in corporate travel? Our expert panel discussed the status quo, keys to creating a mobile strategy, the possible impact of mobile self-service on jobs and operations, and emerging functions like chatbots. This episode… Read More »

Why It’s Difficult To Update Travel Agent Desktops

New York — It’s easy to make fun of the traditional “green” screens that travel agents use, but it’s really hard to replace them. Executives with large travel management companies deposed for the US Airways v. Sabre lawsuit, now in trial here, pointed to tens of millions of reasons. “It was a money pit,” said… Read More »

As Basic Economy Spreads, So Do Its Headaches

[UPDATE, Feb 3, 2017: We published new information related to this article here.] [UPDATE, Jan. 19, 2017: American Airlines’ version of Basic Economy goes on sale Feb. 21 for travel starting March 1, first in 10 select markets. Like Delta’s and United’s, AA’s new bottom-level product is meant to provide more choices for customers and… Read More »

Teleconference 6: Traveler Engagement

Traveler Engagement Feb. 9, 2017 Thanks to all our attendees and speakers! This event’s recording may be purchased here or gifted here for $10. Grab the slides here. A big part of travel management is traveler management, or it should be. Our sixth teleconference featured four practitioners discussing the tools, metrics, benefits and challenges of traveler… Read More »

Buyers Balk At Amex GBT Fee

Though some understand the rationale, corporate travel buyers don’t like the new American Express Global Business Travel surcharge on certain airline bookings. Concerns go beyond the amount of the fee, which client communications indicate is $10 per transaction. Customers raised several other financial and operational questions. Speaking anonymously due to the sensitive nature of supplier… Read More »

Getting Past The Travel Agent Workforce Crunch

Adoption of online booking technology means corporate agencies can grow without a commensurate increase in headcount. But when new travel agents are needed, especially as the retirement bubble looms, how do they find them and what competencies are they looking for? For young people considering their careers, travel isn’t as glamorous as it used to… Read More »