white paper

The booking breakpoint

A research-driven look at why corporate travel programs need more than a reservation tool—and how integrated booking, service, and support turn trip complexity into stronger program control.

Fill out this form to access the white paper.

The booking is only the beginning

Travel teams have invested in booking tools, policies, and approved channels, but the hardest parts of business travel often happen after confirmation. Our new research exposes the gap between tools built for reservations and the real-world moments that require changes, disruption support, and coordination across an entire trip.

What you’ll learn inside

Here’s a preview of the research-backed insights you’ll find in our white paper:

Trip changes are constant, but  self-service rarely completes them

Roughly 9 in 10 respondents say at least 10% of trips require modification after booking, yet only 11% say most trip changes are completed successfully through self-service tools. When plans shift, travelers and travel teams still need faster, clearer ways to adjust the trip without starting over.

Of those trips requiring modifications, approximately what percentage are successfully handled through self-service tools?

Disruption is  where the booking experience breaks down

Only 10% of respondents say their current tools support travelers “very effectively” during unplanned disruptions. The biggest gaps include limited visibility into alternatives, lack of real-time rebooking, and the need to contact multiple providers when travelers need answers fast.

How effectively do your current tools support travelers during unplanned disruptions?

Current tools manage transactions, but travelers live connected trips

When one part of a trip changes, 64% of respondents say related components are adjusted manually or with high-touch effort. Flights, hotels, cars, unused credits, and traveler support still operate too often as separate tasks, creating extra work and weaker program control.

When one part of a traveler’s trip changes, how are the related components of their trip adjusted by your current booking tools?

Is this white paper for you?

Perfect for travel, finance, procurement, operations, and executive leaders, this white paper provides a clear view of where today’s booking experience falls short—and what travel programs need next.

You’ll gain:

Evidence-backed insights into why booking challenges often appear after the reservation

A clearer understanding of what drives traveler frustration, leakage, and manual work

Practical takeaways for improving trip changes, disruption support, and cross-supplier servicing

A stronger point of view on where self-service, AI, and human support each belong

A roadmap for building a booking experience that supports the full trip, not just the transaction

Start building  a more integrated booking experience

Download our white paper to see how integrating booking, service, and support can reduce friction, strengthen control, and help travelers move through change with more confidence.