Problems with self-booked travel
A poll of 631 business travelers found that about a third of them with the option of booking online instead used traditional methods such as calling a travel agent.
The poll was done by the Seattle-based Travelport, which provides travel management systems. It concluded:
“In general, automated systems are thought to be cheaper than the fees charged for in-person arrangements, provided that employees use them.”
In the survey, nearly half of those who abandoned their online system said they did so because they wanted to have a real person confirm what they had booked.
Other top reasons were that they were on the road or were trying to make changes at the last minute.
Some respondents complained the online process was too complicated, or that specific travel needs could not be fixed by online systems.
Travel management companies will have to continue looking for faster and friendlier online and automated options, concluded Charlotte Blackwell, vice president of product and marketing for Travelport.
Report by David Wilkening
David
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