The business travel industry is ever-changing—are your travel management services changing with it?
A lot about travel has changed in recent years, and you should be working with a Travel Management Company (TMC) that can weather the changing tides along with you, while also sharing your organization’s values. Sometimes, this can mean switching business travel management services.
It seems that many travel buyers may be realizing this more and more. A Global Business Travel Association (GBTA) report from earlier this year noted that “nearly one-third (30%) of buyers are reevaluating or changing their Travel Management Company in 2025, with four in ten (39%) citing dissatisfaction with TMC technology and 37% citing service quality concerns as key reasons. Additionally, one-fifth (20%) mention their TMC’s difficulty with NDC bookings as a reason they are considering a change.”
If you’re contemplating a change in your travel management services as well, here’s what to consider before you take the plunge.
Do You Need to Switch Travel Management Services?
There are several good reasons why you might decide to switch travel management services.
Are your Travelers satisfied?
A robust travel program will ensure that the large majority of Travelers are not just completing their business trips. They’re actually enjoying them, too. The travel experience should be as seamless and convenient as possible. You should be able to rest easy knowing that your Travelers’ needs are taken care of at all times.
Do you feel like your trips offer a high return on investment?
While there are some instances where it might be worth spending more on your organization’s business travel—such as if it improves the Traveler experience or if it increases the sustainability of your travel program—cost should still be a key factor in all decisions. If you feel like your current TMC is leaving money on the table or not helping you get the best value out of each trip, it could be time to make a change.
Do you want to continually improve your travel program based on industry shifts?
Your TMC should be able to help with this. Your TMC should have their finger on the travel industry’s pulse at all times. They should help you gauge changes you’ll need to make, and keep an eye on trends you should be aware of.
Does your TMC offer services and products that help you reach your unique goals?
No two travel programs are the same and each organization will have its own needs and goals. Maybe you’re looking to decrease your travel program’s carbon footprint. Or you’re trying to enhance your Duty of Care. Maybe you’re hoping to build a travel program that will retain and attract talent. Whatever the case may be, you need a TMC that will help you meet your goals.
Lastly, do you find that your TMC’s tech offerings are simply unwieldy and difficult to use?
If working with your TMC is making Travelers’ (and your!) lives harder, not easier, you may want to consider switching travel management services.
How to Switch Travel Management Services
Knowing you need to switch travel management services and actually doing it, though, are two different things. Many Executives balk at the idea of making such a major switch, especially if they’ve been with a TMC for quite a while. It can seem like too much of a hassle.
Luckily, there are ways you can go about making the switch as easy and painless as possible.
For example, talk to your stakeholders, the people who actually interact with the TMC and its products on a regular basis. What are their concerns? What do they need from a new TMC? If you take their thoughts and feelings into consideration from the beginning, they’re much more likely to be amenable to a change once it’s finally implemented. Don’t only include Travelers in this process, though; talk to those in finance, HR, IT, the C-suite and more. Based on this information gathered, you can go about finding a new TMC that will fulfill your entire organization’s needs.
Look Past Pricing
Beyond looking merely at pricing when comparing and contrasting TMCs, also look out for the key markers of a competent provider. Look for a new Travel Management Company that will provide a wide variety of support, across a breadth of channels. Choose a TMC with a tech-savvy approach to business travel, that can incorporate the latest tools into your travel-booking processes to your benefit, rather than detriment. They should view tech-savviness and great service as not mutually exclusive, but as two attributes that can elevate one another. Ideally, find a TMC with a wealth of experience and happy clients.
When it’s time to make the switch, work with your new TMC to establish new travel program goals and parameters. Get your team onboard by working from the top down, establishing Executive buy-in before rolling out the new program to your Travelers. On-board your Travelers much like you would when introducing them to managed travel for the very first time—with very thorough, consistent communication that anticipates all of their questions and ensures that they feel confident during their next business trip.
During the switch, it’s a great opportunity to do some data clean up and build out some Traveler profiles, too, to even further ensure that your travel program can really pull its weight, delivering a high ROI for both Travelers and the organization as a whole.
A Unique Alternative
Not 100% sure you want to just switch to another TMC? JTB Business Travel and our new product Teal, powered by Spotnana can help, allowing you to take a self-service approach to business travel, for convenient and quick support without full management. Reach out today to learn more.
