by Michael J. Shapiro | October 15, 2014
Travel managers in the Americas are satisfied with their travel management companies, according to a Global Business Travel Association report, although their priorities differ by region. Based on a survey of 510 corporate travel managers, nearly three-quarters of North American respondents (73 percent) and 80 percent of Latin American respondents said they were satisfied with their TMCs. The study, conducted by the GBTA Foundation and sponsored by Carlson Wagonlit Travel, asked respondents to rate their satisfaction levels specifically in the areas of cost savings, services, innovation, technology, online booking tools, program management, safety and security, and global services. The most important driver of overall satisfaction among North American travel managers was cost and savings, followed by online booking tools, and innovation and technology. Among Latin American respondents, key drivers were global services, as well as safety and security services. Differences between regions were seen across most categories. In program management, for instance, the most important aspect in North America was having a single point of contact to resolve problems; in Latin America, the measurement of objectives and program performance was most important. Air-fare savings was the most important element for both regions in terms of cost savings; 61 percent of North American travel managers were satisfied or very satisfied with those savings, as opposed to just 55 percent of of travel managers in Latin America. Interestingly, despite high overall satisfaction levels, roughly 40 percent of all respondents said they were likely to change TMCs within the next year. An abstract of the report is available here, and the full report is available for free to GBTA members at Nonmembers can purchase the report for $499 by emailing