A global BCD Travel survey found 90 per cent of business travellers use employer-provided booking tools, while 72 per cent use them every time, signalling faster digitisation in managed travel. Air and hotel dominate usage, with 93 per cent booking flights and 88 per cent booking hotels through such platforms. Yet service gaps remain: 34 per cent cite poor search results, 31 per cent flag limited choice or availability, and 31 per cent find prices worse than other channels. Travellers also bypass tools during disruptions and changes, cited by 23 per cent, and for complex itineraries, cited by 19 per cent. AI is rising too, but only seven per cent want it to fully book trips, keeping human servicing relevant.
