CHALLENGING TIMES

The 2024 Travel Manager Salary & Job Satisfaction Survey included two open-ended questions, inviting respondents to share their biggest challenges of 2024 and the most significant industry developments likely to impact them in the year ahead. The responses revealed several recurring themes.

While no single challenge dominated, many respondents highlighted the addition of new responsibilities or the expansion of their roles. These additional responsibilities included the likes of managing fleet operations, data reporting, corporate card programmes, travel risk management, accessible travel, sustainability initiatives, CSRD reporting and expense auditing.

Sustainability also featured prominently among buyers’ most significant challenges in 2024, with some respondents struggling to influence traveller behaviour or align company ESG goals with travel programmes. “Trying to reduce our carbon footprint when travel volumes are increasing is undoubtedly our biggest challenge,” noted one respondent.

Technology was another key area of concern, with several respondents experiencing issues when implementing online booking tools for the first time and others grappling with OBT transitions or adoption challenges.

Few travel managers voiced dissatisfaction with their travel management companies (though one bluntly stated, “many TMCs suck”), but others have found the RFP process or switching TMCs to be particularly challenging this year.

Structural changes, promotions, or new roles also brought difficulties for many travel managers. “Moving from procurement into finance has completely changed the focus of my role from a service and traveller-led programme to a cost-driven and savings-focused one,” wrote one respondent. “Senior leadership restructuring within the company has changed the dynamics and perception of travel within the business,” said another. “They are too busy to hear our needs and respond to our recommendations.”

NDC (New Distribution Capability) was frequently mentioned, with complaints about TMC readiness, fare availability, and traveller confusion over cheaper, non-preferred channels among the most prominent complaints. “It’s becoming more and more difficult to manage the impact of NDC, to justify that I am performing well in my role, and that the programme works effectively,” reported one travel manager.

Looking ahead, NDC and artificial intelligence emerged as the most common anticipated challenges, alongside rising travel costs, the need to reduce emissions, and technology limitations. Broader concerns included potential industry mergers – with several respondents worried about the impact of American Express Global Business Travel and CWT’s potential merger – and the possible impact of global developments such as the Donald Trump presidency, ongoing conflict, and economic uncertainty.