When mid-sized travel programmes are made to feel small

Posted: 12 May 2017

Is your mega travel management company a true travel management partner? As a mid-sized company with a smaller business travel programme than those implemented by the larger Fortune 1000s, do you feel seen by your travel management company? Whether you are in the middle of implementation or years in and have an issue, do you feel heard by your travel management partner? There are a lot of travel management companies vying for your business. But, do they really know your business? Do they know that your needs are different? That your business travel patterns are not the same as others? Promises of seamless technology, stellar customer service, and cost savings are commonplace. But, when it comes to choosing the right travel management partner for your company it’s so important to trust that those promises can be delivered. To help small to medium enterprise travel buyers determine if a travel management partner is the right fit for them, we have asked travel managers to explain why they switched from their previous, larger travel management company to Egencia. Seamless technology Some larger corporate travel management partners claim to offer seamless end-to-end technology. The reality? There’s one system to book travel online, another system that agents use and yet another company that builds the travel app. The end result?  A less-than-ideal traveller experience as these companies quickly learned. “We had complaints that our former online booking tool was more time consuming and frustrating. It was definitely not the programme we were promised and it created a bad experience for our travellers”. One Egencia client left for another travel management company but soon regretted their decision. Within three months the client came back to Egencia. “Our travellers were unhappy. They felt the Egencia tool was much easier to use”. Customer service Many of our clients with mid-sized travel programmes made the switch to Egencia from their larger scale travel management company simply because they were made to feel small. Specifically, they cite the lack of customer service they received from their previous so-called travel management partner. “There was no personal touch with our previous travel management company. They wouldn’t come to see us in person because we were too small. It was huge when our Egencia account manager came into the office to meet with us”. “We switched because we were not receiving quality service. The individuals who answered phones simply read scripts; they were not trained travel agents”. “Customer support at our old travel management company was not helpful or knowledgeable”. Cost savings It’s a no-brainer. A great travel management partner can be worth their weight in gold when it comes to return on investment. The time savings alone, not to mention access to negotiated rates, higher policy compliance, and streamlined expense reporting means most companies don’t regret partnering with a travel management company. Of course, there is no value in the wrong partnership. These Egencia clients believe their former travel management partners cost them. “Price escalated over time, but we weren’t seeing improvements to the platform. There was no personal touch. We simply were not getting what we paid for”. “We were being charged erroneous fees and had to request refunds”. Without a doubt, it all comes down to the company you keep. Partnering with the right sized vendor is crucial. If your travel management partner is too big to manage your travel, or simply making you feel too small, seek out a better fit. You will not regret it! Read on to learn how to find the right travel management solution for your business.