Almost 90% North American employees satisfied with business travel experience

Published on : Tuesday, April 26, 2016

GBTA1New research to be unveiled by the GBTA Foundation at GBTA Conference 2016 Toronto reveals that nearly 9 in 10 employees (88 percent) in North America are satisfied with their business travel experiences.


The GBTA Foundation, the education and research arm of the Global Business Travel Association, presented these new findings, sponsored by American Express Global Business Travel, that also showed the key drivers of business travel satisfaction.


In addition, 9 out of 10 employees are also satisfied with the amount they currently travel for work or would like to travel more often. Millennials are also more likely than older employees to want to travel more often for work.


“This study not only showed us that the vast majority of business travelers in North America are satisfied with their business travel experience, but also revealed the primary drivers of that satisfaction,” said Jeanne Liu, GBTA Foundation Vice President of Research. “Understanding these drivers can help employers and travel buyers build policies into their travel programs to ensure their business travelers stay happy on the road. And, we know that happy employees tend to want to stay with their current company longer.”


“Savvy travel managers understand that it’s not only about driving costs,” says Jacinthe Ladouceur, Vice President and General Manager of Global Business Travel, Canada. “Traveller satisfaction plays a very important role in sound travel program management because of the correlation to higher levels of productivity as well as policy compliance. At GBT, we work with our customers to find the right balance including policies that drive satisfaction as well as unparalleled levels of traveler service.”


Key Drivers for Business Travel Satisfaction
From transportation options to booking behavior, expense reporting practices to feeling supported by one’s company, employees reacted to dozens of travel-related factors for this survey. Some of these elements carry more weight when it comes to contributing to a satisfied business traveler.



Three factors emerged as key drivers and are comprised of the following elements:


Key Driver 1: Electronically submitting expense reports and receipts, renting a car and feeling one’s company cares about traveler well-being and safety
Key Driver 2: Having expedited clearance for pre-approved travelers
Key Driver 3: Getting through airport security and flexibility to plan a business trip



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