1. Art and Diseño

PROGRAM REPORTING MANAGEMENT TRAVEL
POLICY RESEARCH TRAVEL INFORMATION
PROGRAM CONTENT POLICY COMPLIANCE
EXPENSE CONTENT RESEARCH PROGRAM
TRAVEL MANAGEMENT BOOKING TRAVELER
EXPENSE INFORMATION TRAVEL SOURCING
MANAGEMENT CARE BOOKING TRAVEL
POLICY TRAVELER INFORMATION REPORTING
PROGRAM INFORMATION
COMPLIANCE TRAVEL
CONTENT
BOOKING
POLICY
TRAVELER
CARE
CONTENT
INFORMATION CARE
SOURCING RESEARCH FOR
MANAGEMENT CONTENT COMPLIANCE POLICY
EXPENSE CARE INFORMATION COMPLIANCE
CARE PROGRAM BOOKING MANAGEMENT
INFORMATION POLICY TRAVELER PROGRAM
MANAGEMENT CONTENT REPORTING EXPENSE
CONTENT INFORMATION TRAVEL
CARE REPORTING COMPLIANCE
REPORTING TRAVEL INFORMATION
TR AVE L
MANAGEMENT
PRIORITIES
2015
Trends
Ranking*
Executive
summary
Respondents
security
83% As the
What 1
doesData
2015
hold for travel management?
latest survey* from Carlson Wagonlit Travel (CWT) shows,
economy
79% have their
travel2and Global
meetings
and events professionals
fingers on the pulse of industry trends and intend to
prioritize
action
in every area of the 75
managed
travel
3 Mobile
technology
%
process. This report presents the top trends and priorities
revealed
in the survey,
organized around
social responsibility
69%five steps of
4 Corporate
the travel continuum.
5
65%
Big Data
2015 survey: data and technology are top
mind
6 of
Low-cost
carriers
61%
7
60
8
48
9
47
10
46
Travel managers expect data security, the global economy and mobile technology toPolitical
be thecontext
three trends most impacting travel management
as the
%
year unfolds. These trends influence their top priorities, which include leveraging travel data to build predictive analyses and benchmarks, deploying
a fare tracking and rebooking solution, and promoting mobile apps to increase traveler
efficiency
on the go.
Sharing
economy
%
These results come from CWT’s annual survey of travel managers’ plans for theMillennials’
year ahead.
They
were asked to rate the importance of 12
travel
behavior
%
priorities for their programs, and this year, they were also asked to rate the predicted impact of 11 market trends (both well established and
emerging), making this report CWT’s most comprehensive yet. These trends and priorities impact five stages of managed travel, as shown in color
IATA's New Distribution Capability
%
in the tables below.
11
Trends and priorities for 2015
How would you rate the following
priorities for your program?
How would you rate the impact of
the following trends on your program?
Trends
Ranking*
42%
Social media
Respondents
Ranking*
Priorities
Respondents
1
Data security
83%
1
Leveraging travel data to build predictive
analyses and benchmarks
63%
2
Global economy
79%
2
Deploying a fare tracking and rebooking solution
62%
3
Mobile technology
75%
3
Promoting mobile apps to increase traveler
efficiency on the go
60%
4
Corporate social responsibility
69%
4
Leveraging Big Data to adapt the travel policy
55%
5
Big Data
65%
5
Streamlining expense management processes
51%
6
Low-cost carriers
61%
6
Considering dynamic pricing opportunities
for hotel sourcing
50%
7
Political context
60%
7
Implementing a door-to-door online booking
tool
42%
8
Sharing economy
48%
8
Providing recommendations to improve
traveler well-being
39%
9
Millennials’ travel behavior
47%
9
Managing the hidden costs of travel-related stress
37%
10
IATA's New Distribution Capability
46%
10
Further promoting the travel policy through
social media
35%
11
Social media
42%
11
Implementing a virtual payment solution
32%
12
Engaging and rewarding travelers for
policy compliance through game techniques
29%
How would you rate the following
priorities for your program?
*CWT asked travel managers to rate the impact of 11 trends on their programs (very high/high/medium/low/no opinion), as well as 12 priorities (very high/high/
medium/low/already implemented). The rankings shown in the tables are based on the percentage of respondents who answered “very high“ or “high.“ Regional results
PrioritiesIn this publication, “travel manager”
Respondents
Ranking*
include country/regional travel managers.
denotes any professional responsible for the management or procurement of travel,
meetings and/or events.
Leveraging
data
to build
predictive
Source: CWT,
based on travel
an online
survey
of 1,113
travel and meetings and events
% professionals from 515 organizations in 56 countries worldwide in October–
and benchmarks
November analyses
2014. Respondents
represent a range of industries, including energy, resources and marine, and the U.S. military and government.
1
2
63
Each color represents a step of the travel continuum:
3
4
Deploying a fare tracking and rebooking solution
Program content
Travel policy &
Promoting mobile apps to increase traveler
& sourcing
compliance
efficiency on the go
Leveraging Big Data to adapt the travel policy
TRAVEL MANAGEMENT PRIORITIES FOR 2015
62%
Travel research &
60booking
%
55%
Travel information
& traveler care
Expense management
& reporting
This report presents survey highlights for five areas of the travel continuum (including some commentary by region), as well as market moves worth
watching and the latest information on related CWT products and services.
1. Program content
& sourcing
Sourcing of the two main travel categories, air transportation
and hotel accommodation, is constantly impacted by evolving
conditions. In 2015, low-cost carriers (LCCs) will aggressively
increase capacity, particularly in Asia Pacific and Latin America,
where surveyed managers expect the impact to be highest.
Key market moves to watch include: new medium/longhaul LCC services, the possibility of more transparent ancillary
fees in the U.S., a potential drop in airline fuel surcharges,
slightly less packed planes, and growing interest in dynamic
hotel pricing. Overall, travel spend should increase by
8.6 percent on average,* as highlighted in a joint CWT/
GBTA Foundation report.** For products and services, look
out for: CWT Hotel 360, the most comprehensive hotel
offering yet, and across-the-board consulting support from
CWT Solutions Group.
*
GBTA BTITM Outlook (August 2014)
2015 Global Travel Price Outlook (August 2014)
**
3. Travel research
& booking
As the offering is expanding for mobile managed travel, so is
the expected impact: all regions (especially North America)
expect mobile technology to make a big difference in 2015.
The sharing economy, which has truly taken off in the
leisure sector, is considered less important. Likewise, IATA’s
New Distribution Capability (NDC) is not expected to make
waves at the pilot phase, with full-scale deployment most
likely in 2016. High priorities include implementing fare
tracking/rebooking and door-to-door booking solutions.
CWT products and services to watch include:
CWT To GoTM (one of the most feature-rich managed travel
apps available, soon to offer hotel booking), an enhanced
CWT Online, powered by KDS, CWT Fare Tracking, and
Carla by CWT (a virtual agent currently in beta).
5. Expense management
& reporting
Overall, the number one priority for surveyed managers
is to leverage travel data for predictive analyses and
benchmarks. Key market moves include: better
addressing data security, using Big Data to improve
travel programs (eg, by analyzing traveler behavior) and
implementing new “virtual card” payment solutions.
Look out for CWT products and services such as CWT
AnalytIQs (data reporting provided as insights), a new
CWT global payment solution powered by Conferma,
and a fully integrated travel and expense platform
(currently being tested).
© CWT 2015
2. Travel policy &
compliance
Travel managers, especially those with global
responsibilities, are showing more interest in leveraging
Big Data to adapt the travel policy. In contrast,
social media and gamification remain untapped
opportunities, although this may change as companies
acknowledge the benefits of communicating about
the travel program and motivating travelers to book
within it. Other key moves: mandating policy items
(especially online booking, advance booking, preferred
hotels and lowest logical airfares) and harmonizing
policies globally. More attention will be paid to the
return on investment from travel, aiming for trips
that are long enough to plan multiple meetings.
For related products and services, check out:
CWT traveler segmentation studies, Travel Gamification
by CWT Solutions Group and a revamped CWT Hotel
Intel social review tool.
4. Travel information
& traveler care
Surveyed managers expect a high impact from the
political context and corporate social responsibility in
2015. Unsurprisingly, the majority intend to promote
mobile apps with information alerts and other features
that make life easier, safer and more productive for
employees on the go. But few managers are planning
to promote well-being through proactive advice,
although this appears to be an emerging trend in the
industry. A number of regulatory changes are worth
noting, concerning visa processes (eg, new electronic
applications in some countries) and mobile phones
on flights. CWT products and services to watch:
enhanced safety and security services through iJET
and International SOS, the CWT Travel Stress Index,
and a new visa alert service with CIBTvisas.
1
Program content
& sourcing
The most effective sourcing strategies
are continually adapted to changing
market conditions to make the best
of the available opportunities. What’s
coming up in 2015? Read on!
Survey highlights*
TRENDS
PRIORITIES
Low-cost carriers
Considering dynamic pricing
opportunities for hotel sourcing
A higher impact expected in
Asia Pacific
A high priority for
1 in 2 travel managers
Ranked
#5
in Asia Pacific
#6
in North America
#6
in Europe, Middle
East & Africa
and
already considered by
#7
in Latin America
10% of global travel managers
*CWT asked travel managers to rate the impact of 11 trends on their programs (very high/high/medium/low/no opinion), as well as 12 priorities (very high/high/medium/
low/already implemented). The rankings shown in the tables are based on the percentage of respondents who answered “very high“ or “high.“ Regional results include
country/regional travel managers. “Travel manager” denotes any professional responsible for the management or procurement of travel, meetings and/or events.
What to watch in 2015
LOW-COST CARRIERS: NEW MEDIUMTO LONG-HAUL SERVICES
Short-haul low-cost carriers (LCCs) are already well established
in major travel markets worldwide. Notable exceptions
include China, where they represent only 5 percent of the air
transportation market. Elsewhere in Asia Pacific, strong growth
is continuing, with the creation of 12 new LCCs in this region.
The big news for 2015 is the planned launch of new mediumand long-haul flights. For example:
NokScoot, a joint venture between Thailand’s NokAir and
Singapore’s Scoot, should debut flights from Bangkok’s Don
Mueang Airport in the first quarter of 2015.
A new Lufthansa brand, Wings, resulting from the merger
of Germanwings and Eurowings, will fly in partnership with
SunExpress from Cologne Bonn Airport by the end of the year to
destinations in Florida, South Africa and the Indian Ocean.
Iceland’s WOW air has announced flights between Europe and
two U.S. destinations (Boston, Washington).
TRAVEL MANAGEMENT PRIORITIES FOR 2015
MORE TRANSPARENT ANCILLARY FEES?
For years, corporate buyers and consumer advocates have
been calling for more transparency in ancillary fees to
enable a fair comparison of total airfares and improve
control over spending. In 2015 (most likely in May or
June after considering stakeholders’ input), the U.S.
Department of Transportation (DOT) is expected to
issue new rules requiring airlines to disclose basic
ancillary fees at the point of sale, including first and
second checked bags, carry-on items and advance seat
selection.
Urging the DOT to “act quickly” to “demystify this
growing segment of travel spending,” the Global
Business Travel Association (GBTA) noted in
September 2014 that only 21 percent of surveyed
travel managers tracked ancillary fees, which
accounted for more than 8 percent of total travel
spend.
DYNAMIC PRICING: A RENEWED PUSH FROM HOTELS
BUT CAUTION FROM BUYERS
A LITTLE MORE
WIGGLE ROOM FOR
FLIGHT BOOKINGS?
Buyers can expect to hear more about dynamic pricing in 2015 as hotels continue to
push this option (a percentage discount off their fluctuating best available rate or BAR).
So far, companies have been reluctant to make the switch from fixed negotiated
rates, given the lack of visibility on their budgets and potential savings. After Business
Travel News* reported that 61 percent of surveyed buyers expected dynamic pricing to
become more relevant, CWT Solutions Group conducted an in-depth study in May 2014
to review the situation.**
Passenger load factors are
expected to fall slightly in 2015
as capacity growth accelerates
worldwide. They should still
remain high, according to IATA*
The conclusion? While, in theory, dynamic rates could provide opportunities in
high-occupancy (seller’s) markets (especially in Asia Pacific and Latin America), in practice,
hotels that are reluctant to offer deeply discounted flat rates are also unlikely to offer significant
discounts on their BAR. For best results, buyers should continue to
favor negotiated flat rates overall, considering the options city by city
and between individual properties, in addition to chain agreements.
* Vision 2020: Projecting the Future of Business Travel (November 2013)
** Dynamic pricing interest grows, but CWT Solutions Group research shows
negotiated rates prevail (white paper)
* Economic Performance of the
Airline Industry (December 2014)
NEW HIGH-SPEED RAIL LINES
LOWER FUEL SURCHARGES ON SOME AIRLINES
Numerous new rail lines were unveiled
in 2014, especially in China. In 2015, the
global high-speed rail network is due to
expand further, with openings announced
in Saudi Arabia, Turkey and China.
IATA has forecast a drop in jet fuel prices, based on an average crude oil price
of US$85 per barrel in 2015. This will be the first time prices have fallen below
US$100 since 2010.* Some airlines have already announced lower fuel
surcharges, but buyers should not expect this to be a widespread trend.
As CWT noted in 2012,** many airlines have abandoned a clear mechanism
linking fuel surcharges to actual costs, using this fee to generate profits instead.
On the upside, there are signs airlines are reinvesting part of their profits in
the traveler experience as the economy resumes growth.
Refurbished planes and modernized lounges are among
the improvements.
At the same time,
construction delays
have pushed back
launches in Morocco
and the U.S.
* Economic Performance of the Airline Industry (December 2014)
** Mastering the Maze: A Practical Guide to Air and Ground Savings
MODERATELY HIGHER PRICES
AND AN 8.6% AVERAGE
INCREASE IN SPEND
Travel spend is set to outpace price increases
in 2015 as travel volumes grow, reflecting
cautious economic recovery worldwide. Global
growth of 8.6 percent is expected in travel
spend* and 4 percent in GDP,** compared with
limited changes in prices overall (+2.2 percent
for air, +2.6 percent for hotel and 0 percent for
car rental).*** A joint CWT/GBTA Foundation
price forecast, available online, provides an
analysis of regional variations and factors that
could sway the reality.
* GBTA BTI Outlook (August 2014)
** OECD, IHS Insight and Rockport Analytics (2014)
*** 2015 Global Travel Price Outlook, CWT/GBTA Foundation
(August 2014)
Expected price increases in 2015
AIR
ASIA PACIFIC
0.5%
HOTEL
2.7%
1.0%
WESTERN EUROPE
1.0% 1.0% 0%
EASTERN EUROPE
0.8% 1.0% 1.0%
MIDDLE EAST & AFRICA
LATIN AMERICA
1.9%
0%
2.2%
3.5%
NORTH AMERICA
2.5%
WORLD
2.2%
CAR RENTAL
6.3%
2.0%
0%
3.5%
TM
2.6%
0%
Source: 2015 Global Travel Price Outlook, CWT/GBTA Foundation (August 2014)
TRAVEL MANAGEMENT PRIORITIES FOR 2015
How CWT can help
CWT Hotel 360: the most comprehensive offering yet
Looking to build a more cost-effective hotel program that
boosts the choices available to travelers and improves the
booking experience? Look no further! Recent developments
to CWT Hotel 360 include:
360 CHOICE
A program that meets
your business needs
A best rate guarantee. In addition to corporate hotel
program rates, companies can access CWT’s exclusive
offers at nearly 50,000 hotels (including 9,000 hotels
with breakfast included).
-TRAVEL
PRE
L
PO
Tools and services
that support hotel
cost management
TR
AV
E
A new, improved user experience on CWT Hotel
Intel. This innovative online hotel review site will
soon offer new enhanced features and a more
attractive interface.
360 SAVINGS
DURIN
G
A new global hotel selling platform. This powers all
points of sale and provides enhanced, standardized
support from travel counselors at every location.
VEL
RA
-T
T
S
More properties. CWT now provides seamless access
to more than 200,000 properties not listed on GDSs.
360 BOOKING
Multiple
booking options
CWT Solutions Group: full consulting support
A constantly evolving market requires innovation, drawing on ingenuity as
well as expertise. CWT Solutions Group combines proven solutions with
a willingness to explore new opportunities for travel management. Fuel
surcharge negotiations and mid-year hotel renegotiations are just some of
the services offered by the group’s specialists, who provide full consulting
support for air and ground transportation, hotels and emerging practice
areas.
TRAVEL MANAGEMENT PRIORITIES FOR 2015
2 Travel policy
& compliance
The days of “one-size-fits-all” policies are coming to a
close as organizations gain a better understanding of
their traveler segments. Increasingly sophisticated
data and insights are driving policy adaptations
to better serve travelers and improve program
compliance.
Survey highlights*
TRENDS
PRIORITIES
Millennials’ travel behavior
Leveraging Big Data to adapt the travel policy
Generating
#2
BUZZ
but
not expected to shake up
travel programs
More than 1 in 2
travel managers expect a
priority
for global travel managers
Using social media and gamification to further
promote the travel policy and compliance
Untapped opportunities
for
more than 95%
of travel managers
low/medium impact
*CWT asked travel managers to rate the impact of 11 trends on their programs (very high/high/medium/low/no opinion), as well as 12 priorities (very high/high/medium/
low/already implemented). The rankings shown in the tables are based on the percentage of respondents who answered “very high“ or “high.“ Regional results include
country/regional travel managers. “Travel manager” denotes any professional responsible for the management or procurement of travel, meetings and/or events.
What to watch in 2015
INSIGHTS INTO THE APPROVAL
PROCESS
Pre-trip approval provides an early indication of
the expected return on investment from travel, a
fundamental question for companies wishing to make
the best use of their financial and human resources.
A recent survey by CWT Solutions Group has shone
light on this aspect of the travel process.* For example,
70 percent of travelers need approval for every trip
they make. This mostly occurs online (60 percent by email
or a dedicated tool) and is considered quick and easy by
approvers. While 68 percent of approvers only challenge
non-compliant or overly expensive requests, 11 percent
of approvers challenge travel every time (although
they still approve 84 percent of requests, compared to the
90 percent approved on average).
* Trip approval in global companies (2014), based on a survey of
approximately 10,000 travelers
TRAVEL MANAGEMENT PRIORITIES FOR 2015
Main reasons why trips are queried by approvers
Too many participants
Trip not aligned with the
company's strategic objectives
Non-compliance with
the travel policy
Travel dates or
trip duration
Price
7%
9%
16%
18%
21%
Usefulness
of the trip
29%
Respondents
Source: CWT Solutions Group
THREE KEY TRAVEL POLICY TRENDS:
SEGMENTATION, MANDATES AND GLOBALIZATION
CWT expects greater demand for traveler segmentation studies as companies
seek to better understand their travel community. The aim? To improve their
policies (eg, by introducing changes to limit stress), customize communications
(eg, with automated messages) and orient traveler behavior (eg, through
gamified booking processes).
Companies with the most mature travel programs will also be bolder in mandating
policy items such as online booking, advance booking, preferred hotels and the
use of lowest logical air fares. More companies will also harmonize their policies
at a global level.
RETURN ON INVESTMENT FROM THE TRAVELER’S PERSPECTIVE
Business travel generally brings a good return on investment, according to travelers surveyed by CWT Solutions Group,* 88
percent of whom rated their last trip useful. CWT linked the results to factors such as the number of meetings and cumulative
meeting time, the length and type of travel, the amount of time booked in advance (implying planning) and travelers’ seniority.
In conclusion, well-planned trips with enough time for at least two meetings are most likely to be worthwhile, and
asking travelers to plan accordingly could produce greater satisfaction and higher return on investment.
Percentage of unsuccessful trips depending on various factors
Time of booking
More than 2 weeks in advance
11%
1-2 weeks in advance
14%
3-7 days in advance
15%
Less than 3 days in advance
21%
Number of meetings
6 or more
5
4
3
2
1
Time spent in meetings
7%
More than 2 days
9%
2 days
10%
4-8 hours
12%
2-4 hours
15%
19%
1 hour or less
8%
11%
13%
16%
28%
* Source: The value of business travel: the traveler’s perspective, CWT Solutions Group (2014), based on a survey of approximately 10,000 travelers
TRAVEL MANAGEMENT PRIORITIES FOR 2015
How CWT can help
DEMOGRAPHIC
DEMAND TYPE
Traveler segmentation studies
VARIABLES
VARIABLES
B EH
B EH
HIC
DEMAND-D
RI
V
DE
EN
HIC
DEMAND-D
RI
V
DE
EN
RAP
OG
M
The results have been illuminating, indicating opportunities for companies to tailor
communications to different types of travelers and to fine-tune their policies.
For example, some organizations are introducing special conditions for their most
frequent travelers or adding an item on mixed business–leisure travel.
DEMOGRAPHIC
DEMAND TYPE
RAP
OG
M
More and more companies are working with CWT to better understand different traveler
segments and their particular needs. CWT uses demand-driven variables (eg, trip frequency)
to identify traveler segments and then maps their profiles using demographic and behavioral
variables (eg, online booking tool use). In one sample, 10 percent of travelers (mostly senior
managers and sales executives) accounted for 50 percent of spending due to a combination
of frequent travel, last-minute booking and the use of business class. At the other end of
the scale, the least frequent travelers (mainly marketing managers) accounted for nearly a
third of the population but only 5 percent of spending.
AV I O R A L
AV I O R A L
Travel Gamification by CWT Solutions Group: reaching for “super compliance”
An innovative way to boost policy compliance and create more value through
the travel program is to introduce game-like elements that engage
travelers and motivate them to make the best possible decisions when
booking travel, especially in a low-mandate policy environment. The simple
fact of introducing virtual rewards (eg, badges and points) can fire travelers’
competitive spirit and achieve the desired goals, while acknowledging
exceptional performance.
Recently, CWT Solutions Group worked with a client to identify annual
savings of up to a potential US$264 per traveler after piloting CWT’s
gamified consulting and technology solution. The global company in
question added fun elements to its booking process to encourage online
booking, advance booking and the use of preferred airlines and hotels. In
true gamified style, the results look encouraging!
A revamped CWT Hotel Intel
No, we don’t believe in social media for this purpose.
su·per com·pli·ance
the term used to describe a traveler
making the most desirable choice
for the organization when faced with
two or more decisions that are all
considered to be in compliance with
the travel program.
No, we don’t believe in social media for this purpose.
A new user interface will soon be launched for CWT Hotel Intel. This innovative
online tool enables a company’s travelers to share reviews of preferred hotels,
while encouraging them to book within policy and providing information
that can be helpful in negotiations with suppliers. The new technology offers
a better user experience, with new features including advanced search,
historical information and a more attractive layout.
Companies will be able to subscribe to a “sentiment analysis“
dashboard, based on satisfaction ratings and qualitative reviews with
automated text analytics, paying particular attention to the best and
worst feedback. This data can be used by travel managers to monitor
satisfaction with different aspects (eg, room quality, staff, cleanliness and
food) and ensure that travelers’ needs are being met. A breakdown can
also be made by geographic area or business unit.
Finally, the data will be compiled by CWT for more powerful insights,
based on more than 50,000 reviews and counting!
TRAVEL MANAGEMENT PRIORITIES FOR 2015
Travel research
& booking
3
It has never been easier for travelers to
shop and book, thanks to enhanced
booking features (including mobile)
and new technology solutions. And
there’s more to come in 2015!
Survey highlights*
TRENDS
PRIORITIES
Mobile technology
Deploying a fare tracking and rebooking solution
In terms of expected impact, ranked:
#2
#3
#3
#4
in North
America
in Asia
Pacific
in Latin
America
in Europe,
Middle East
& Africa
Sharing economy
$
#2 priority
for travel managers
Implementing a door-to-door online booking tool
1
Only 1 in 3 global travel managers
expect a high impact
A high priority for
42% of travel managers
Result:
1
2
3
4
5
6
7
8
9
10
Ranked least
important trend
for global travel
managers
11
and
IATA’s New Distribution Capability
37%
of travel managers have
already implemented
by more than
10% of travel managers
no opinion
on the topic
*CWT asked travel managers to rate the impact of 11 trends on their programs (very high/high/medium/low/no opinion), as well as 12 priorities (very high/high/medium/
low/already implemented). The rankings shown in the tables are based on the percentage of respondents who answered “very high“ or “high.“ Regional results include
country/regional travel managers. “Travel manager” denotes any professional responsible for the management or procurement of travel, meetings and/or events.
TRAVEL MANAGEMENT PRIORITIES FOR 2015
What to watch in 2015
SHARING ECONOMY: RISKS TO WEIGH
WITH THE BENEFITS
IATA’S NEW DISTRIBUTION
CAPABILITY: WATCH THIS SPACE!
Airbnb and Uber have been joined by a multitude of brands
enabling people to rent travel services (eg, accommodation,
cars and meals) from locals. The prices are often competitive
and many users also enjoy the “home from home” experience
for work: Airbnb claims that 10 percent of its customers are
business travelers.
In 2015, IATA will be ramping up its New Distribution
Capability (NDC) to provide a new standard for airfare sales.
“Resolution 787,” as it is also known, has raised questions
on the impact for corporate buyers, which remains unclear.
Following approval by the U.S. Department of Transportation
in August, the Global Business Travel Association (GBTA)
announced plans to introduce the “Berlin Charter” to
further the relationships between airlines and buyers in
the light of evolving pricing and distribution strategies. In
particular, it reiterated managed travel must-haves, including
transparency, choice, competitive pricing, full content, a
better experience for the travel buyer, appropriate safeguards
to prevent unauthorized buyer profiling resulting in price
increases for business customers, and consistent delivery across
distribution channels. GBTA will be asking all airline CEOs to
endorse the charter, which will complement an updated Airline
Request for Proposal toolkit.
Although more travel managers are considering how to
integrate these services into their programs, the uptake
among business travelers will remain limited while a number
of challenges remain:
Safety, security and comfort. Host brands conduct
limited checks on their providers, often relying on user
feedback. The potluck element that is an integral part
of the experience may be less appropriate for busy
corporate travelers and for the companies responsible
for their well-being.
Data integration. Only a very limited number of
suppliers have an agreement with a global distribution
system (eg, FlightCar and Worldspan) enabling
companies to capture the relevant travel spend data.
Currently, NDC is in pilot phase with a
number of airlines and global distribution
systems. Full-scale deployment is
expected by 2016, pending regulatory
approval by the E.U. and other major
markets. GBTA, CWT and other
stakeholders will be monitoring the
situation closely.
Regulatory opposition in many cities and countries.
For example, Airbnb apartment owners cannot rent
for stays under 29 days in New York and UberPop is
banned in Germany.
MORE MOBILE FEATURES FOR MANAGED TRAVEL
Business travelers are ready technologically to make the most of mobile travel services, and the market is quickly catching up with
demand for on-the-road features.
38%
97%
of U.S. travelers purchased travel
on a mobile device in 2014 (vs. 23% in 2012)**
of recently surveyed air
passengers carried a phone,
laptop or tablet, while 18%
carried all three*
Around
50%
of all hotel reservations may
be made via mobile devices
by 2017***
43%
say smartphones have had
an impact on their travel experience*
Only
28%
Users of CWT To GoTM have doubled
year-on-year, now reaching more than
350,000
* Passenger IT Trends Survey, SITA (2014) ** 2014 Consumer Trends survey, Travel Weekly
TRAVEL MANAGEMENT PRIORITIES FOR 2015
of business travelers
say they can use their
smartphones to book
hotels within their
managed travel program****
*** HRS projections, reported in TravelDailyNews International (June 2014)
**** Business Travel Insights: Hotels 360, Amadeus (2014)
How CWT can help
CWT To Go soon to offer mobile hotel booking
CWT To Go helps business travelers stay organized, informed and productive while on the move. This unique
managed travel app provides users with continuous support with services including flight alerts, itineraries,
mobile check-in and more.
Building on exceptional user satisfaction scores to date, the app will introduce hotel booking in 2015, a feature
that will allow travelers to access their company’s preferred hotel program rates as well as CWT negotiated
rates. Search results will also display most popular properties among colleagues as well as previous stay.
Other new features, including air and ground transportation bookings, are also under development to
enable more door-to-door traveler support. CWT To Go is available free to clients on iPhone, Android
and BlackBerry 10 smartphones.
New features for CWT Online, powered by KDS
CWT Online, powered by KDS provides a convenient one-stop shop for business travelers to manage their
entire trip, from booking and filing expenses to posting hotel reviews. Synched with CWT’s mobile app,
this online booking tool enables users to book their perfect trip at any time — with support from offline
travel counselors if necessary — while complying with policy requirements.
New CWT Online features in 2015 include unused ticket management (CWT Document Bank) for North
American clients, and access to this service for travelers and travel managers from CWT Portal.
A personal travel assistant for every business traveler
Carla by CWT is in pilot phase. This virtual agent, an eagerly awaited “automated service with
a smile,” will assist in finding flight options, choosing the best connections and locating the
nearest hotels. She’ll answer questions about travel policy and give relevant information
when and where it is needed so that travel is the last thing travelers need worry about.
CWT Fare Tracking
In 2015, more companies plan to implement an airfare tracking solution to save on ticket prices that may
be discounted after booking. Automated technology tracks fare prices and sends alerts to counselors,
who rebook identical tickets behind the scenes if they can be bought at a better price before the date
of travel. Companies can therefore reinforce their advance booking policies, safe in the knowledge
they will not be penalized by last-minute price fluctuations.
Currently this service is available exclusively to CWT clients in the U.S. for flights. CWT is also
considering new features, such as hotel rate tracking.
$
Booking
Fare
tracking
$
Rebooking
to capture
lowest fare
$
Savings
Detailed
reporting
TRAVEL MANAGEMENT PRIORITIES FOR 2015
4
Travel information
& traveler care
The right information at the right
time is critical to smooth travel. Aware
of their responsibilities in this area,
organizations are implementing tailored
solutions both before and during trips
to help keep travelers safe, productive
and stress-free.
Survey highlights*
TRENDS
PRIORITIES
Corporate social responsibility
Promoting mobile apps to increase
traveler efficiency on the go
#1
A high impact expected by
75% of
travel managers
priority
in Europe, Middle East
& Africa
in Europe, Middle East & Africa
(vs. #3 in all other regions)
Providing recommendations to
improve well-being while traveling
Political context
A high impact on
the travel program for
60%
Measure already taken by
less than 2%
of travel managers
of travel managers
Be an early adopter in 2015!
*CWT asked travel managers to rate the impact of 11 trends on their programs (very high/high/medium/low/no opinion), as well as 12 priorities (very high/high/medium/
low/already implemented). The rankings shown in the tables are based on the percentage of respondents who answered “very high“ or “high.“ Regional results include
country/regional travel managers. “Travel manager” denotes any professional responsible for the management or procurement of travel, meetings and/or events.
What to watch in 2015
MORE FOCUS ON REDUCING TRAVELER STRESS AND
PROMOTING WELL-BEING
The stress of traveling is well documented. According to the CWT Travel Stress Index, there are
33 triggers, which can be broken down into three categories: lost time, nasty surprises
(eg, delayed baggage) and routine breakers (eg, not going to the gym). In 2015, more
companies will help travelers to limit stress through a policy and/or educational approach. In
particular, they can urge travelers to maintain healthy eating, sleeping and exercising habits —
three keys to well-being. They can also provide more specific recommendations on the most
suitable travel options for specific traveler profiles (eg, frequent travelers) and the type of travel
(by destination, length of stay, etc.).
TRAVEL MANAGEMENT PRIORITIES FOR 2015
AN END TO E.U. ROAMING CHARGES
New “roam like at home” rules, aimed at enabling E.U. citizens
to use their phones free of extra charges when in another E.U.
country, are expected to take effect on 15 December 2015.
The move follows a steady lowering of the authorized price
caps in recent years.
Until then, travelers can keep roaming costs down by using
Wi-Fi networks whenever possible, using a data usage tracker,
and disabling push notifications and auto-synching, except for
critical travel apps such as CWT To GoTM.
MOBILE PHONES PERMITTED
WITHOUT FLIGHT-SAFE MODE
IN THE E.U. AND SOON THE U.S.?
The European Aviation Safety Agency (EASA) has ruled that
mobile phones can now be left on during flights, rather
than in flight-safe mode. Airlines must still conduct their
own safety assessments if they wish to implement this
policy change. In the U.S., the Federal Communications
Commission (FCC) is considering similar rules.
Meanwhile, Australia has recently
followed the U.S. and E.U. in
allowing all electronic devices
to be used during takeoff and
landing in flight-safe mode.
“NO CHARGE, NO FLY” RULES
STILL IN FORCE
MORE ONBOARD WI-FI IN 2015
AND WEARABLE DEVICES?
Travelers traveling to or from certain destinations
must ensure that devices carried onboard can be
switched on to pass security checks on request
before boarding (including connecting flights). This
heightened security measure was introduced in
2014 for travel to the U.S. and
has since been extended by
some U.K. airlines to selected
destinations in the Middle East,
Africa and Asia. Travelers are
advised to take a charger to
ensure their devices stay with
them even if their batteries run
down.
While only a few airlines have introduced
technology enabling mid-air voice calls,
many have announced plans to roll
out onboard Wi-Fi for texts and emails,
responding to demand from travelers.
Although in-flight connectivity is often
priced at a premium, a few carriers such
as Air China and Emirates are offering it
for free on selected aircraft.
Airlines are also starting to develop services on wearable
computing devices (eg, one-tap check-in and boarding passes
on smart watches). Mobile payment and augmented reality will
be further trends to watch.
VISA NEWS
The “super priority” 24-hour visa service for the U.K. will be extended by April 2015 to cover
a total of nine countries (Philippines, South Africa, Thailand, Turkey, United Arab Emirates and
processing centers in Paris and New York, as well as the first countries, China and India).
Frequent travelers between the U.S. and China can now apply for a multi-entry visa, valid for
up to 10 years, through an arrangement that started in November 2014.
The U.S. Visa Waiver Program is now open to citizens of Chile, the 38th country to join. The associated Electronic
System for Travel Authorization (ESTA) has also been slightly modified, requiring travelers to enter new details (eg, city of
birth and alternative citizenships).
Canada is expected to launch an electronic travel authorization (ETA) program for visa-exempt nationals in April 2015.
India has extended its ETA process to cover a total of 43 countries.
U.S. citizens can now travel to Cuba under a general license to attend business meetings, thanks to updated rules
issued by the U.S. Department of Commerce.
TRAVEL MANAGEMENT PRIORITIES FOR 2015
How CWT can help
More peace of mind with CWT To Go
Traveler stress is reduced when all the information they need is literally at their fingertips through managed
travel mobile apps such as CWT To Go. In addition to providing detailed itineraries, travel alerts (eg, flight
status updates and gate changes) and local information (eg, weather, maps and currency converter), the app
will soon enable travelers to book hotels in compliance with their corporate travel policies. Bookings made
this way will be captured by companies, facilitating data reporting, as well as all-important tracking and
assistance in emergencies. The result: more convenience and peace of mind all around!
Boosted alerts and traveler tracking through iJET
As part of its “more care, less risk” approach to safety and security, CWT has boosted its
alert and tracking tool powered by iJET, a leading intelligence-driven provider of operational
risk management solutions. To keep travel managers informed, alerts are provided with a
summary of the threats by category and the threat level (information, warning or critical). To
track travelers, the latest features include near real-time data on travelers in all countries, a
color-coded map locating at-risk travelers, and booking data on all categories of travel.
More care
Less risk
Enhanced medical and security assistance through International SOS
In July 2014, CWT signed a global agreement with International SOS, the world’s leading medical and
travel security services company, to help clients better protect their business travelers through enhanced
medical and security assistance. This will include pre-travel advice, support while traveling, and
web-based tools to manage travel risks, by promoting advance preparation, policy compliance,
communication and tracking. Initially due for launch in Australia, Canada, France, Germany, the U.K.
and the U.S., this service complements other safety and security services provided by the CWT 24-Hour
Service Center, the iJET alert and tracking tool (see below), CWT Program Messenger (an awardwinning tool for tailored automated messages) and ongoing Program Management support.
Minimizing traveler stress through the CWT Travel Stress Index
CWT is crunching Big Data to provide clients with insights on the sources of travel stress
among their employees, and how to reduce the related human and financial costs.
The CWT Travel Stress Index can be run for various populations or even individual
travelers, identifying opportunities for policy updates that could save travelers stressful
lost time, while boosting their productivity and general well-being.
New visa service in association with CIBTvisas
Thanks to a new agreement between CWT and CIBTvisas, a global visa service specialist, travelers can receive
automatic reminders of visa requirements and reduce costs by applying for their visas further in advance. With
this service, an email alert is sent 24 hours after booking a destination requiring a visa. An accompanying form
also facilitates the formalities for travelers and allows their companies to benefit from discounted visa service
fees. Due to launch in 2015, the service will be available in 11 countries: Australia, Belgium, Brazil, Canada,
Germany, the Netherlands, Singapore, Spain, Switzerland, the U.K. and the U.S.
TRAVEL MANAGEMENT PRIORITIES FOR 2015
5
Expense management
& reporting
Big Data can mean big risks — or big
opportunities. A whole range of new
solutions will ensure organizations
come out tops in terms of secure
payment processes, enhanced travel
data reporting and more powerful
expense management.
Survey highlights*
TRENDS
PRIORITIES
Data security
Leveraging travel data for predictive
analyses and benchmarks
Highest expected
impact
on travel programs
worldwide
Top priority overall
but only #5 in Latin America
Streamlining expense management processes
Big Data
A high priority
for more than 1 in 2
In terms of expected impact, ranked:
#4
#4
#6
#7
travel managers
#2 priority in Latin America
(vs. #5 overall)
in Asia
Pacific
in North
America
A
in Latin
America
in Europe,
Middle East
& Africa
lower impact expected
Implementing virtual payment solution
32%
A high priority for
of travel managers
in Europe, Middle East & Africa
*CWT asked travel managers to rate the impact of 11 trends on their programs (very high/high/medium/low/no opinion), as well as 12 priorities (very high/high/medium/
low/already implemented). The rankings shown in the tables are based on the percentage of respondents who answered “very high“ or “high.“ Regional results include
country/regional travel managers. “Travel manager” denotes any professional responsible for the management or procurement of travel, meetings and/or events.
What to watch in 2015
DATA SECURITY TOP OF MIND
Recent cases of hacking and credit card leaks have highlighted the risks associated with data and
the need to keep security measures up to date. Beyond exceptional events, more mundane perils
need to be considered. For example, popular “bring your own device” (BYOD) policies and travelers
carrying more devices with them mean that security needs to be reinforced at both the network and
device level.
How can companies limit the risks of devices being lost or stolen, and what should travelers do if
they are? How can an organization ensure that key data is backed up and protected? Which payment
options are the safest? Aside from IT measures, companies are increasingly addressing the role of
employee behavior in keeping corporate data safe, and they are developing the appropriate policies.
TRAVEL MANAGEMENT PRIORITIES FOR 2015
VIRTUAL CARD SOLUTIONS TO
TAKE OFF IN MANAGED TRAVEL
Up until now, large companies have been using a
combination of personal corporate cards, “lodge”
cards (central payment accounts with airlines)
and personal credit cards to pay for travel. In the
future, more and more will be using “virtual card”
payment solutions as a secure way to settle travel
centrally, without travelers footing bills upfront
and complicated reconciliation processes. These
solutions can also be used with a wider range of
suppliers, including hotels and low-cost carriers.
The technology generates card numbers on
demand for payments charged to the traveler’s
company. The numbers are for single use within
a limited timeframe and budget. In a recent GBTA
survey of U.S. travel buyers and suppliers,* the
majority expressed an interest
in virtual card solutions, if they
were not already using them.
*GBTA news release (23 July 2014)
BIG DATA OPPORTUNITIES KNOCKING
“Big Data” has become a buzzword, but it’s not all talk and no action. With
tailored analytic solutions available (eg, CWT’s traveler segmentation
offering or its new integrated travel and expense platform), companies
are starting to exploit the increasing amount and depth of travel data
to improve their programs. Travel managers are already enlarging
the data on basic travel categories (air, hotel and ground) to take
into account the impact of ancillary fees on the total cost of spend.
Other expenses can also be considered (taxis, roaming fees,
entertainment, food and beverages, parking, and so on), drawing on
a wide range of data sources (eg, post-ticket spend, payment and
expense reports, and customer service data).
In addition, organizations are starting to make more sophisticated
analyses of traveler behavior data to better understand different
segments and adapt their policies. In the future, this kind of data
will come not only from booking and
expense management processes, but
other sources such as social media and
wearable devices. The speed of uptake
will depend on how the market for data
analyses evolves, as strong partners are
needed to help companies crunch the
data and ensure it is easy to interpret.
How CWT can help
New virtual payment solution
CWT is offering a new global payment solution powered by Conferma technology, using “virtual card” numbers. As part of its
booking flow, CWT connects to the client’s chosen bank or card provider’s virtual card product and creates a unique 16-digit
number, along with a CVC (security) code. This solution enables secure, centralized payments to be made for content that cannot
always be charged to other central billing accounts (eg, lodge card accounts). It is also useful for travelers who are not issued with
corporate credit cards.
This solution overcomes numerous problems, such as:
Removing the need to issue cards to temporary employees, contractors and infrequent travelers
Making it easier to enforce compliant buying behavior and control employee spend
Helping to cut down on fraud, loss and theft
Making post-trip reconciliation more efficient
Companies can be charged directly for more large-ticket items, including hotels and low-cost carriers. They can also ensure that
bookings are made through their preferred channels, while benefiting from an enhanced reconciliation process with a unique
number generated for each booking. Travelers can make bookings without using personal payment cards and simplify post-trip
expense processes. For additional safeguards against fraud and other misuse, each virtual card’s credit limit and validity date are
created for individual bookings and can restrict merchant category codes to specific uses (eg, hotels).
CWT’s virtual payment solution is currently available offline (a call to a travel counselor) and online connectivity will be possible
in early 2015.
TRAVEL MANAGEMENT PRIORITIES FOR 2015
Integrated, user-friendly travel and expense management
1. Traveler plans trip using CWT Online, powered by KDS
CWT is piloting a fully integrated travel
and expense platform for online
booking, expense prediction and
expense reports. By linking these
processes, the solution will enable
travelers to pre-populate their
expense reports with booking data
to reduce errors and save time.
Incomplete or out-of-policy items
will also be highlighted. Other
features being tested include a
smart interface with expenses
appearing in calendar view.
Further enhancements may be
introduced depending on the
results of the pilot.
Every cost item is totaled as the traveler chooses various options
Estimated total costs include expenses based on previous trips
Expense fields can be customized
2. Approver reviews total cost of trip
before giving authorization
$
3. Returning traveler files expenses using
the CWT Online expense tool
All expense fields are pre-populated
based on booking data and can be
updated as necessary by the traveler
CWT AnalytIQs: a new approach to data reporting
Everyday program reporting is about to get more powerful
when CWT AnalytIQs launches in 2015. The aim is to translate
data into insights on the entire travel process, providing realtime results in a user-friendly format. Performance benchmarks,
forecasts, recommendations and easy sharing will be built in,
along with other new features. The tool can also be customized
to an organization’s specific needs, including new reporting
fields such as traveler profiles and unused documents, as well
as monthly globally consolidated reports. With better visibility,
travel managers can more easily steer their programs and
keep them on course day to day.
TRAVEL MANAGEMENT PRIORITIES FOR 2015
© CWT 2015
TRAVEL MANAGEMENT PRIORITIES FOR 2015