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The Company Dime‘s Service category explores changes in corporate travel management and customer service. This collection of articles provides valuable insights for travel managers, service providers and industry professionals seeking to understand and navigate the complex world of business travel support.
The content is diverse and forward-looking, covering technological advancements, industry challenges, emerging service models, case studies, company profiles and thought-provoking pieces on the traveler experience.
The Service category features a mix of news reports, analysis and opinion columns. Expert perspectives on topics ranging from the future of travel management companies to the impact of AI on personalization supplement on-the-ground insights from industry events and conferences.
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Concur’s technology leaders have refocused on core infrastructure over innovation to deal with increased service disruptions during the past 18 months. “In the past we have had much more rapid development of features and functionality, but over the last few months we have slowed those down,” said senior vice president for hosting operations Stephen deRham. Speaking…
Concur claimed it resolved last week’s intermittent online booking outages about 88 hours after they began popping up. But some users this week reported ongoing issues and many expressed deep frustration about the whole episode. For travel agency resellers, booking tool downtime can hurt productivity, profitability and client goodwill. Making matters worse, the insufficient service came in the midst of another winter testing the industry’s…
Personalization. It’s not just for people anymore. Lufthansa is using Amadeus technology to offer product and service add-ons to passengers based on where they work rather than who they are. The capability applies in direct and indirect channels, including travel management companies that use Amadeus or integrate using Web services. Negotiated discounts are not the…
[UPDATE, Feb. 27: Concur indicated the service was back to normal operation.] Concur is working to identify the cause of errors and slow processing in its Concur Travel web application. “Over the weekend, the engineering and operations teams identified key areas where transaction performance was negatively impacted and implemented configuration changes that significantly improved transaction processing times,”…
In need of an image makeover, United Airlines opened the year by holding employees accountable for lagging customer service. New baseline standards developed last year measure frontline workers on courtesy, graciousness and consistency. United had been working with Forbes Travel Guide on standards for each of the carrier’s work groups. The idea is to get…
Social media can help with travel management, but so far it’s not for everybody. According to Carlson Wagonlit Travel research released last week, using enterprise social networking to promote travel program compliance remains an “untapped” opportunity. Slightly more than one-third of 1,113 travel, meetings and events professionals surveyed last fall indicated that further promoting travel policy through…
American Express Global Business Travel is planning a new client database that could change how booking tools, agents and mobile devices connect. Benefits would include a more consistent traveler experience and improved travel disruption management. This repository of client policies and preferences is the top priority in a tech vision that the company expects to…
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