Consumer trends impacting business travel: report

Generational change, mobile technologies and consumer travel habits are making an impact on the business travel experience, according to the GBTA Global Business Traveler Sentiment Index.

The use of social media to connect with friends and colleagues, the incorporation of mobile into expense management processes, and the adoption of consumer-like travel modes such as sharing economy suppliers are key emerging habits, largely driven by Millennial business travellers.

The research, which includes a survey of 430 UK business travellers, examines the ways in which technological innovation is making life easier for business travellers, while highlighting the areas where traveller pain points remain.

Key UK findings from the research include:

Millennials are driving the adoption of consumer innovations in business travel;

Millennials (those aged 18-34) display a greater willingness to merge habits traditionally associated with consumer travel into the business travel experience – for example, in using sharing economy suppliers.

• 22% of UK travellers said they were likely to use an app-based private car service instead of a traditional taxi, during a business trip in the next year, and this almost doubles to 39% amongst Millennials.
• 59% of UK Millennials  agreed that social networking sites improved their ability to make plans to meet up with friends when travelling for work, versus 22% of those aged 55 years or more.
• 48% of Millennials agreed that social networking sites improve their ability to meet up with colleagues or business contacts when travelling for work. In contrast, just 21% of respondents aged 55 or more use it to connect with colleagues and business contacts.
• When asked what one thing all companies should offer those travelling for work, access to Wi-Fi ranked as the most popular response among UK respondents. 22% put this as their top priority, ranking well above other choices such as free food and drinks (15%), an upgrade on their flight or hotel (8%) – testimony to how crucial technology has become for the business traveller.
• More than half (55%) of UK business travellers agree their overall travel experience is enhanced by the use of mobile apps from travel suppliers – rising to 62% amongst Millennials.
• Older travellers are significantly more likely to value the ability to access their travel itinerary or expenses on the move, with two thirds (66%) of UK respondents aged 45-55 rating this as important, versus 57% of all UK respondents
• 24% of UK business travellers surveyed, submit receipts for expense reports by taking photos of receipts using their phone. However, 71% of respondents said that they still need to submit expenses by paper, indicating there is still much room for innovation when it comes to companies’ expense management processes.
• 21% of UK travellers said they will likely use a mobile cashless wallet, where credit card information is stored on their phone within the next year when travelling for business. Propensity for this is higher amongst those aged 18-34 at 35%, contrasted with just 5% of those aged 55 or more.

When it comes to some of the traditional pain points around business travel, 49% of millennials agreed that ‘travelling for work generally increases my stress level’. Interestingly, this decreases to just 29% amongst those aged 55 or over. In addition, other pain points include:

• Airport security: Getting through security at the airport is highlighted as a pain point for most travellers, with only half of respondents saying they were ‘satisfied’ or ‘very satisfied’ with this process

Fabienne Cauli, VP B2B EMEA, American Express commented: “We wanted to inform the conversation about business travel today, especially against a backdrop of generational change in the workplace. Whilst the research shows some marked generational differences, it’s clear that mobile technology now sits at the heart of all aspects of the business journey, and this is likely to grow as consumer travel trends continue to shape business travel.”