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How Technology Impacts Traveller Behaviour and Safety

Corporate travel is an ever-changing environment, with travel managers’ responsibilities now lying beyond travel management to include risk management and traveller satisfaction. Technology is critical in managing this landscape, as in recent years, travel managers have been working with booking providers to expand the content available through corporate channels to ensure the capture of traveller data. Nevertheless, business travellers continue to book outside of corporate channels, creating significant challenges in capturing all traveller data, maintaining savings from negotiated rates, and fulfilling traveller safety responsibilities.

Over the past four years, GBTA has partnered with SAP Concur to explore business traveller booking behaviour and preferences, and how booking behaviour affects the moral and legal responsibility of duty of care. This study aims to examine this topic in greater depth, looking at the ways in which technology can play a role in traveller booking behaviour and, in turn, keep travellers safe. It focuses on four main aspects:

1. Traveller booking methods: How do travellers typically book their business travel? Under what circumstances will they book outside of corporate booking channels?

2. Booking channel relationship to traveller safety: Do organisations have the resources in place to keep travellers safe, even if they book through noncorporate channels?

3. Travellers’ expectations of duty of care: What are traveller expectations of duty of care? Are organisations prepared to meet these expectations? How does bleisure impact traveller safety?

4. Technology’s role in traveller safety: What technological innovations would motivate travellers to book through corporate channels? Are travellers willing to share personal data in exchange for a more personalised, and more efficient, business travel experience?
How Technology Impacts Traveller Behaviour and Safety -Summary of Findings.pdfHow Technology Impacts Traveller Behaviour and Safety -Summary of Findings.pdf1320 KB
Publication Year
Resource Type
Booking Behavior, Technology
Safety and security, Traveler well-being, Traveler sentiment, Duty of care

Resource Details

GBTA Research Team
GBTA Research...
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Date Modified: Nov 28, 2018
Date Last Modified: Nov 28, 2018
Category: GBTA Resources