Business Travel Trends: GBTA Research Studies Booking Behavior, Duty of Care, and the Role of Technology

SAP Concur Team |

For the past three years, the Global Business Travel Association (GBTA) has partnered with SAP Concur to explore business traveler booking behavior. Our latest European study revealed some interesting findings.

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While use of online booking tools is expected to increase, there is room for improvement when it comes to booking options, duty of care strategies and the adoption of technology. Here are some of the key takeaways:


Booking behavior

  • More than two-thirds of business travelers said they had used an online travel agency (OTA) or booked directly with suppliers for airfares and hotel reservations.  
  • Use of corporate online booking tools is on the up. Nearly half (47%) of business travelers say they expect to use their online booking tool more often next year.


Duty of care

  • Less than half (47%) say their organization has a system in place that captures their travel plans when they book directly with a supplier. Some 45% of business travelers say the only way for their organization to know where they traveled is through their expense claim.
  • Business travelers expect their organization to be proactive in duty of care. 82% think it’s important for their organization to have visibility of their travel plans.
  • Nearly three-quarters (73%) of business travelers expect their company to proactively contact them within two hours of an emergency or security event.


The role of technology

  • While ease of use is important to business travelers, other desired features of a corporate booking tool include support during emergencies (76%), being destination-specific (74%), and providing travel safety alerts (72%).
  • While most business travelers believe their organization is technologically advanced, there is room for improvement. 28% believe their company’s technology to be average, and one in ten believe their organizations to be “somewhat” or “not at all advanced."
  • Business travelers are willing for booking tools to collect and use personal data appropriately. For example, almost a third would allow company tools to use their data if it would improve their safety.


But it doesn’t end there. The research revealed many other employee expectations, areas of concern and some pleasing surprises about the state of business travel. Want to know more? Download the full GBTA report.