Organizations of all sizes face the challenge of ensuring their travel program delivers consistent, reliable support. For smaller companies in particular, it can feel daunting to know whether you’re receiving the care and stability you deserve.
While technology plays an important role in streamlining bookings and automating processes, it is not enough on its own. Real value comes when digital solutions are paired with human expertise and professionals who can be reached 24/7 to deliver support when it matters most.
Below, we examine how travel managers at small to mid-size companies can ensure service is never an afterthought in their travel program.
Little Fish in a Big Pond
Working with a travel partner that is not the right fit for your organization can often mean more bureaucracy and diluted service, leading to delayed responses and inconsistent answers. Not only can this decrease traveler satisfaction, it can impact duty of care which is a critical component of successful travel programs. Duty of care encompasses everything from ensuring traveler safety to providing timely support in emergencies. When flights are canceled, borders close, or disruptions occur, an automated response or a handoff to yet another rep simply isn’t enough.
Unfortunately, these frustrations are widespread. More than a quarter of travel managers report they are actively considering switching travel management companies due to service pain points and inconsistent support. Yet even when a travel program isn’t working as it should, making the move to a new travel management company (TMC) can feel like an intimidating undertaking.
Hesitations About Switching TMCs
Travel managers considering the move to a new TMC may have reservations about whether changing partners will create new headaches for travelers, and if their travel program will receive consistent attention. Change brings risk, and no travel manager wants to put their travelers in a position where disruption gets worse before it gets better.
Beyond that, there’s the fear of being locked into rigid processes that don’t evolve with the needs of the business. Are you getting the flexibility you need today? Is your new partner helping you modernize, or are they leaving you stuck in the status quo? For many travel managers, an even bigger unknown is what happens after the decision to switch is made.
Making The Transition
Luckily, a well-executed TMC implementation doesn’t have to mean disruption. Done correctly, the transition preserves your workflows, minimizes downtime, and keeps your travelers supported at every step.
The implementation process should begin with listening. Before any technology is configured or policies adjusted, your new partner’s focus should be on understanding your business. Discuss how travel supports your organizational goals and if there are any gaps in the current program. From there, a customized implementation plan is built around those priorities, with clear timelines, mutually agreed service levels, and a dedicated team guiding the process.
Here are a few of the key areas your new partner should cover to ensure a smooth transition:
- Travel policy development
- Online booking tool programming & integration
- Change management internal communications
- Travel reporting parameters
- Detailed traveler training
Smooth Sailing with the Right Partner
At the heart of a strong, trusted partnership is service. Your travel management company should provide proactive communication, responsive support for travel arrangers, and premium care for VIP travelers — regardless of the size of your organization. Instead of a one-size-fits-all model, the right partner should deliver a program designed around your unique goals and culture.
Beyond day-to-day service, a TMC is also your long-term strategic ally. That includes not only delivering consistent traveler care but also helping the organization modernize and grow. With a clear roadmap for global scale and the ability to innovate while maintaining stability, the right partner can keep you future-ready.
Designed to Grow with Your Needs
At Direct Travel, we combine next-gen technology with best-in-class service to ensure your company never gets lost in the shuffle. Our dedicated team learns the details of a client’s business and delivers consistent support that doesn’t disappear after implementation. Experienced agents are available around the clock, providing both complex booking expertise and fast responses if disruptions strike. From tailored VIP services and omnichannel communication to proactive risk alerts that safeguard travelers, every interaction feels seamless and supported.
Now may be the right time to revisit your travel program strategy. If your current partner leaves you feeling overlooked, consider what a more personalized, service-first approach could deliver. Direct Travel can help you build a program that supports your people today and grows with your business tomorrow.
