Technology, yes, but also service
Technology’s role in future corporate travel is steadily increasing, but so is the need for customer service, suggest Bob Griffith, coo of Navigant.
“There’s a different between a booking engine helping you where you want to go, versus travel management, which is having integration with all reporting and policy tools,” he told TravelMole.
He says Jupiter estimates that 25% of corporate travel will be booked online within five years. “But you have that other 75% who want a seamless connection or integration of information. We see the future as a combination of technology and customer service.”
Mr Griffith acknowledges that “technology is such an integral part of what we do.” But he adds that companies sometimes overlook the human element.
“They don’t think that when flights are cancelled, for instance, service is necessary. Better than 50% of business travelers change their itineraries up to two days before they leave. I travel every week and you always get something added at the other end: you may have to leave early or come back later or whatever,” he said.
Navigant is among the top companies offering corporate travel services. “Based on certain transaction counts, we’re no. 2,” said Mr Griffith.
In attempting to enhance its search for “seamless connections,” Mr Griffith said, the company’s “Passportal” will be introduced in the second quarter.
“We think it will offer a great advantage,” he said.
Report by David Wilkening
David
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