Travel management companies (TMCs) are optimistic about the future of business travel, yet many are unprepared to meet the increasing demands of travellers, according to a recent survey by Expedia Group and Censuswide. The survey, which included over 200 senior decision-makers from TMCs across 10 global markets, highlights a significant expectation–execution gap. Whilst 95% of TMCs anticipate a rise in business travel over the next three years, only 30–40% feel confident in delivering the seamless, AI-driven experiences that travellers now expect.
The survey reveals that traveller expectations are high, with demands for booking simplicity (84%), personalisation (81%), loyalty rewards (83%), and the ability to blend business and leisure travel (85%). Despite widespread adoption of AI and investment in automation and real-time data analytics, fewer than half of the respondents believe their technology budgets are sufficient to meet these goals.
Carolina Cabero, SVP Expedia Group B2B, stated, “Business travel is entering a phase of immense opportunity – and equally immense pressure. Leaders know exactly what travellers want, but many lack confidence that their current systems can deliver.” She emphasised the need for integrated platforms enhanced by AI and stronger tech investments to close the execution gap.
The findings underscore the pressure on TMCs to modernise their services and keep pace with evolving traveller behaviour. As business travel enters a new era, TMCs must adapt quickly to meet rising expectations and maintain their competitive edge
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