There’s a clear niche for business travelers who want both online and offline services, suggests a new study.
Business travelers prefer to book online but want 24-hour access to agents when they are on the road and need help, reports a survey by American Express (AEBT).
A majority feel services by an experienced and knowledgeable travel agent, and their travel agent having access to the most advanced technology, are the most important service available, AEBT says.
More than half of business travelers preferred to book their travel online (55 percent), while almost half (46 percent) of travelers said they are more likely to turn to an agent when they need help on the road.
AEBT says this reveals an emerging demand for a service option that offers the best of both online and offline service.
“Service is core to the American Express brand and core to any service strategy is innovative technology, investment in people and an unwavering focus on execution,” said Julie Bottner, senior vice president and general manager, Global Service Delivery, AEBT.
Eight in ten business travelers feel it doesn’t matter where in the world their travel agent is sitting, opening up consolidation of servicing opportunities for companies that will allow cost savings, AEBT said.
By David Wilkening
