A Call for Revamping Business Travel Industry

• The Crowdstrike Outage exposed the vulnerabilities in the business travel industry, leading to the cancellation of thousands of flights and revealing significant issues with “leakage”.
• To lessen the impact of such crises in the future, the industry needs to implement updated systems, embrace modern technologies, and improve the overall travel experience.

The Crowdstrike Outage in July resulted in the cancellation of over 2,200 flights on the first day, exposing the shortcomings of the business travel industry, particularly in managing “leakage” – off-channel rescheduled travel. The outdated and overworked infrastructure of the airline industry, combined with the slow and hard-to-use systems of corporate travel management companies, often leaves travelers with limited options during crises.

To address these issues, the industry needs to understand why employees book off-channel and improve the travel experience. Modern technology platforms that connect the entire travel experience online should be embraced. Such platforms align all travel channels with corporate policies, thus ensuring traveler safety and assistance during cancellations.

Innovations like artificial intelligence can automate and elevate the connected journey by offering personalized booking options for travelers that align with their personal preferences, company policy, and travel patterns. By updating old tech offerings and connecting the travel experience from start to finish, the industry can create smoother traveler experiences, reduce the risk of financial loss, and pave the way for a future with less friction in the corporate travel value chain.

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