What do business travellers really think of corporate booking tools?
Nova BCD Travel study revealing obvious cracks in employee digital loyalty. Although nine out of ten corporate travellers use official online platforms (CBTs) because their companies order them to, a third of them regularly bypass the system when they encounter the first logistical obstacles.
Where does the digital experience get stuck?
According to a global survey of more than 800 business travellers, trust in technical solutions declines in crisis situations. The biggest trigger for abandoning official apps is unexpected changes and flight cancellations. In such situations, as many as 23% of respondents turn to alternative channels. These are followed by complex journeys with multiple segments (19%) and last-minute emergency bookings (14%). When technology fails, employees most often seek help directly from airlines, hotels or agents.
The main reasons for dissatisfaction lie in the very quality of the content on offer. As many as 34% of respondents complain about poor search results and confusing filters. Furthermore, 31% say that within the system they encounter worse prices and a limited selection compared with the open market.
What do travellers actually want from technology?
Interestingly, as many as 61% employees would use corporate tools even when they were not strictly mandatory. The reasons are simple: compliance with internal policies and the convenience of keeping all bookings in one place. When it comes to enhancements, features such as easily saving favourite hotels for quick rebooking (53%) are prioritised. In addition, a clearer and more direct comparison of flights (52%) is also a priority.
On the other hand, in-app notifications elicit mixed reactions. Flight status information and delay alerts are considered extremely useful. However, pop-up notifications that constantly remind travellers of restrictive corporate policies have been labelled the most irritating part of digital communication.
Cautious AI entry
The ubiquitous narrative about AI in travel has very clear boundaries on the ground. Currently, only one in five travellers uses artificial intelligence for business decisions, and that primarily for initial itinerary planning and comparing options. Trust in automation is still strictly controlled. The majority of respondents (57%) see AI solely as an assistant that suggests options, while they themselves want to make the decision. On the other hand, only 71% of respondents are prepared to hand over full autonomy to the algorithm, allowing AI to complete the purchase process on its own.
