The share of business travel bookings made online by travelers relative to phone or email with an agent fell for many entities in 2020. It seems that in a crisis, many humans trust humans more than machines to have the latest info. Technologists and travel management companies are working on ways to help resume growth in online self-service, which is less costly than manual intervention. The challenges are significant, particularly for international travel as it restarts.
Where a business traveler should look for the latest Covid-related restrictions or requirements is one issue. Companies may try . . .