TMCs are no longer viewed as booking agents, but as strategic partners accountable for cost control, risk management, sustainability, traveller experience and real-time support, according to the Travel Management Blueprint, a research report by Wings Global Travel.
A survey of 30 South African firms found that expectations of TMCs were exceptionally high, with travel risk management, support in managing and reducing travel spend, and data and spend reporting and analysis ranking among the top priorities.
According to the report, companies expect TMCs to prioritise the following services:
- Travel risk management (97%)
- Assistance with managing and reducing travel spend (97%)
- Data, spend reporting, analysis and advisory services (97%)
- After-hours 24/7 support (93%)
- Guidance on sustainable travel strategies and initiatives (93%)
- Effective management of last-minute travel (90%)
- Technology and automation solutions (90%)
- Travel policy guidance, management and exception reporting (87%)
- Supplier negotiations and management (83%)
- Immediate personal assistance (83%)
“Travel is about the psychology of assurance more than it is about the transaction. Real TMCs deal with risk, exceptions, optimisation, relationship management, things going wrong, the psychology of travel, high-stakes trips and nuanced preferences,” said Amy Fane Hervey, Founder of Architech.
The report notes that travel complexity will continue to increase unless companies and firms redesign their travel programmes with clearer processes and stronger accountability. Programmes should integrate travel policy, real-time data, automation, sustainability metrics and a seamless traveller experience into a single system.
“I don't believe it's a question of being tech-first or people-first. It's about how do you bring both of those competencies together for an organisation. It's about that human and machine collaboration, consultation with the company, understanding where all of this is going to fit in, and really bringing that experience to bear,” said Kevin Lomax, MD of Wings Travel Management (South Africa).
