We explore the 3 main customer pain points during 2022 and how the TMC's role in helping them overcome them is critical in 2023.
As travel rebounded in 2022, meeting the service needs of major corporates made it a challenging year for the TMC sector. Staff shortages, constrained capacity and disrupted schedules created a new set of complexities for the business trip. This was combined with increased demand in security, safety and sustainability in the corporate travel programme.
Customer Pain Point # 1: Service Inconsistency
Customers demanded a much more high-touch service this year, as they tried to navigate their way around a badly disrupted eco-system. Paradoxically, many TMCs were not in a good position to meet their customers’ needs – with staff shortages impacting service levels, as well as increased prices and reduced choice.
Recent surveys reported that the time it takes to make a booking is now taking 3 times longer, exacerbated by changes in policy, extra levels of approval, schedule changes, content fragmentation, geo-politics and travel restrictions...
Customised and personalised service solutions were a major priority for most travel managers. This is expected to continue throughout 2023 as travel managers demands continue to evolve.
The corporate world has changed and the emphasis on controlling travel frequency, increasing virtual alternatives and travelling more sustainably will continue. Clients are searching for a fresher approach to travel management, rather than a return to old ways and legacy systems.
Our primary focus is to provide an exceptional, personalised high-touch, frictionless service. We hand-pick the best brains in the business, who are renowned for their ability to provide support for the complex needs of a new-era of business traveller. We ensure that our service teams are trained and educated not just in technical skills but all-round travel management. Their skills extend beyond the screen in front of them. The business trip is not just treated as a transaction, moving people from A to B. Our travel specialists provide experiential trips, with a primary focus on their safety, security and wellbeing.
Julie Cope, MD, TakeTwo Travel Solutions
Read Julie's recent interview on the industry's challenges with staff skills and shortages