Why Traveller Experience Is Becoming the New Measure of Business Travel

New research from Corporate Travel Management shows why companies need to look beyond travel costs and understand how employees experience every stage of a business trip

Sydney, 28 September 2026 – Business travel is returning to an important role for companies, but measuring its success may require more than tracking spending, bookings, and policy compliance. New research from Corporate Travel Management (CTM) shows that traveller experience is becoming an important part of how organizations should evaluate their corporate travel programs.

CTM’s global research surveyed 235 business travellers, travel managers, travel arrangers, and bookers across Australia, New Zealand, North America, Asia, the UK, and Europe. The findings revealed a significant gap between the importance of traveller experience and how often organizations formally measure it. Around 63 percent of organizations surveyed do not formally measure traveller experience, while 61 percent of travellers said that a positive business travel experience leaves them feeling stress free.

The research also looked at what happens when business trips do not go according to plan. Flight delays, cancellations, schedule changes, and other disruptions can quickly create stress for employees. For 70 percent of business travellers surveyed, a fast response from a travel management company was the most important factor in creating a positive experience during disruption. Another 66 percent said they felt more confident when they knew support was available when needed.

Technology is also changing how travellers expect to receive assistance. Half of the business travellers surveyed said the best experience combines self service technology with access to human expertise. This suggests that travellers value digital tools for simple tasks but still want knowledgeable people available when a situation requires judgment or personal support.

The findings point toward a more connected approach to corporate travel management. Instead of measuring a programme only through cost savings, companies can also examine traveller confidence, response times, disruption management, service quality, and employee feedback.

For travel managers, measuring these areas can provide useful information about where a travel programme is working and where improvements may be needed. Better measurement can also help organizations understand whether their investments in travel technology and support services are delivering meaningful results.

As corporate travel continues to evolve, traveller experience is becoming closely connected with technology, employee wellbeing, service quality, and business travel efficiency. CTM’s research highlights the importance of understanding the journey from the traveller’s perspective, particularly when unexpected changes occur.

• By Editorial Panel
• 28 Sep 2026