Policy compliance is a constant challenge for travel managers, especially when 61% of business travelers book outside of their organization’s managed program. Whether driven by poor usability or lack of policy awareness, leakage erodes ROI, disrupts data integrity, and weakens supplier leverage.
Since program leakage can also increase an organization’s travel spend, it is especially crucial to minimize during times of economic volatility. Fortunately, travel managers don’t have to address this challenge alone. A trusted travel management company (TMC) can play a critical role in reducing leakage by creating a more seamless, traveler-friendly experience.
Here’s how the right TMC can help turn compliance into loyalty and keep your team in-program.
Provide an Enhanced User Experience
One of the top reasons for travel program leakage is the perception that unmanaged platforms are faster or more intuitive. Today’s business travelers are accustomed to consumer tools like Google Flights or supplier-specific mobile apps, and may be quick to abandon a legacy corporate system if it falls short on usability or mobile functionality. If an organization’s managed platform feels clunky or restrictive, out-of-policy bookings can start to feel like a justifiable workaround. As Direct Travel’s Chief Product Officer Sarah Kuberry Martino explains:
“Imagine a traveler rushing to rebook after a flight cancellation. If the corporate tool isn’t fast or intuitive, they’ll reach for what’s familiar—likely outside the program. We designed Avenir to be faster than that.”
To reduce this leakage, travel managers must offer a booking process that rivals the user experience available elsewhere. A modern TMC can support this effort by enabling greater self-service functionality and reducing friction at every step. At Direct Travel, our next-generation travel technology Avenir offers self-service cancellations and changes. This greatly reduces service calls by eliminating the need to contact an agent in order to modify a booking.
Of course, business travelers also deserve responsive, around-the-clock human service in case an issue arises. That’s why our team of global travel experts provide 24/7 support via chat, phone, or email. Technology alone isn’t enough, and travel managers should ensure they are partnering with a TMC that is equally committed to customer service.
Integrate Multiple Content Sources
Leakage can also occur if employees assume they can access additional content outside of their managed program, such as lower fares or boutique hotels. To combat this temptation, travel managers should look for a platform that lets travelers shop across content sourced from a GDS, direct NDC integrations, aggregators, and other direct connections. This ensures travelers see the bigger picture without leaving the platform.
Take a business traveler comparing flights for an upcoming trip. They want the best schedule and price, but they also want to stay in policy and avoid overspending. If the company’s platform doesn’t show a full spectrum of fares, the employee may look elsewhere and unknowingly bypass cost-saving options already available through the managed program. That’s why at Direct Travel, our integrations with top airlines provide access to up to 40% more travel content, often at a significant discount. We also show fares that are unavailable via EDIFACT to help our clients avoid GDS surcharges.
By working with a TMC that integrates content from a variety of sources, travel managers are better equipped to build trust with employees, give their travelers more choices, and increase compliance.
Recognize Loyalty
Loyalty perks are a meaningful part of the business travel experience, especially for frequent travelers. If a platform doesn’t recognize traveler status or support their preferred loyalty program, employees may be tempted to book out-of-policy to retain elite status or earn more points.
To address this leakage, a travel manager should work with their TMC to incorporate traveler incentives into the organization’s policy. Encourage employees to enroll in loyalty programs offered by preferred suppliers, which makes it easy to accrue rewards while still booking within policy. With our Avenir platform, if a traveler is not already enrolled in the company’s approved loyalty program at the time of booking, they are prompted to join it before completing their reservation.
Rewarding loyalty is a simple yet impactful way to increase compliance and employee satisfaction. When travelers feel like their preferences are valued, they’re more likely to stay within the bounds of the program.
Turn Compliance into a Competitive Advantage
Especially in today’s fluctuating market, it takes more than simple rule enforcement to reduce travel program leakage. Travel managers must design a program that their employees are eager to use. By combining intuitive technology, expansive content access, and traveler-centric policies, organizations of any size can shift the mindset around compliance. 
“With the right TMC by your side, you can create a seamless, rewarding experience that keeps your team in-program and your business goals on track. When travelers trust the platform and feel supported every step of the way, loyalty follows—and with it, stronger data, better supplier relationships, and greater program ROI.”
– Sarah Kuberry Martino, Chief Product Officer, Direct Travel
At Direct Travel, we help our clients minimize program leakage with our travel technology, Avenir. This modern platform offers an extensive content library, loyalty integration, and seamless self-service.
Contact us to see how Avenir delivers the experience your travelers want while keeping your program on track.
