OBT Servicing & Meeting Integration Face Challenges: GBTA/Direct Travel Survey.

Corporate travel managers are increasingly dissatisfied with the servicing capabilities of Online Booking Tools (OBTs), particularly when dealing with complex itineraries and traveler support. A recent GBTA survey highlights significant gaps between travel manager expectations and the actual service provided by OBTs, especially concerning meeting and event integration. While OBT adoption remains high, frustration is mounting over the lack of personalized support and efficient issue resolution, leading many companies to supplement OBTs with traditional travel agency services.

The survey reveals a critical need for OBTs to improve their ability to handle intricate travel arrangements, offer more responsive customer service, and seamlessly integrate meeting and event bookings into the overall travel management process. Travel managers are seeking solutions that offer a more holistic view of travel spend and provide enhanced data analytics to optimize travel programs. Furthermore, the demand for improved mobile capabilities and personalized experiences continues to grow.

Integration challenges are a major pain point, with many travel managers struggling to connect OBT data with other crucial systems like expense reporting and risk management platforms. This lack of seamless data flow hinders efforts to gain a comprehensive understanding of travel spend and traveler behavior. The survey underscores the importance of OBT providers prioritizing investments in technology and customer service to meet the evolving needs of corporate travel programs and ensure traveler satisfaction. Ultimately, the future of OBTs hinges on their ability to deliver a more comprehensive, user-friendly, and integrated travel management experience.

Key Points:

• GBTA survey reveals dissatisfaction among travel managers with OBT servicing capabilities.
• Challenges cited include complex itinerary handling, traveler support, and meeting integration.
• High OBT adoption rates persist, but frustration is growing.
• Companies are supplementing OBTs with traditional travel agency services.
• Need for improved personalization, customer service, and data analytics within OBTs.
• Integration with expense reporting and risk management systems is lacking.
• Mobile capabilities and user-friendly experiences are in demand.

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