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OTA / TMCHouston / United States

Reviewing Travel Policy Through Travelers' Eyes: SAP Concur Offers an Assessment Framework

At its Fusion Exchange event in Houston, SAP Concur shared a framework for assessing travel and expense policy from the traveler's perspective, covering airfare booking rules, airport experience, lodging booking, expense process, booking process, meals and entertainment, bleisure and culture, and communication, using scores to identify positive and negative traveler experiences.

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Impact and considerations

Traveler satisfaction is shaped by expectations for personalization, demand for experiences, and generational differences among employees, so assessing policy from the traveler's perspective helps travel managers build traveler-centric policies.

Key points

  • SAP Concur hosted a roundtable at its Houston Fusion Exchange event to discuss traveler-centric policy.
  • The discussion suggested travel and expense managers set aside their manager perspective and consider traveler satisfaction from the standpoint of the travelers they support.
  • The assessment framework covers airfare booking rules, airport experience and efficiency, lodging booking rules, expense process, booking process, meals and entertainment, bleisure and culture, and communication and availability of information.
  • Participants scored each category -1 (negative experience) or +1 (positive experience) and tallied the results into a traveler experience score, with the highest score being +6.
  • SAP Concur notes that expectations of personalization, demand for experiences, and personal travel tools exceeding business travel tools make satisfying business travelers more challenging than ever.
  • Expectations and priorities differ across generations of business travelers, such as millennials, Gen Z, and baby boomers.

Sources and time

Primary source
SAP Concur
Other sources
0
First source publication
29 Jun 2022, 19:47
Page published
14 Aug 2026, 08:36
Last updated
29 Jun 2022, 19:47
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