American Express Global Business Travel has a new “contact fee.” It applies when agents communicate by phone or email with employees of clients that pay GBT on a transaction basis but no transaction occurs. The program is rolling out worldwide and began in the United States at $25 per call or email.

The discussion about how businesses pay TMCs intensified since coronavirus-driven business travel lockdowns began in March. Because many TMCs did not charge discretely for cancellations and other kinds of support, agents were working for nothing.  

“Lockdown was a particularly intense period . . .

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