Many travel programs find themselves at an inflection point, caught between legacy systems and the desire for a more flexible, traveler-centric approach. In the latest episode of Direct Travel’s Altitude with Attitude podcast, we examine what it takes to lead a travel program in today’s evolving environment.
We sit down with Frederique Nijenhuis — who manages global travel for the Conrad N. Hilton Foundation — to explore how the role of the travel manager has expanded and why this requires program-wide modernization. This discussion offers practical tips on how to navigate away from legacy systems and build a program that supports both travelers and business objectives.
Read on for key takeaways from the conversation, or listen to the full podcast here:
Misconceptions About Travel Management
Far beyond booking travel, today’s managers oversee a complex ecosystem of suppliers, internal stakeholders, and rapidly advancing technology. Responsibilities such as integrating duty of care into the travel policy, monitoring global disruptions, and ensuring traveler safety on a global scale underscore how strategic and multifaceted the role has become.
The objective is clear: build a program that supports organizational priorities and traveler well-being. Yet achieving this is increasingly difficult for managers constrained by legacy systems that were not designed for today’s pace or complexity. For many organizations, this means modernization is no longer optional.
The Foundation for Program Modernization
For those considering a modernization journey of their own, Frederique shared practical guidance based on her experience at the Conrad N. Hilton Foundation. Here are two key steps every travel manager should take:
First, survey your team. Listening to employees helps ensure policies reflect evolving expectations, particularly in organizations with a growing population of millennial and Gen Z travelers. Preferences around flexibility, wellness, and traveler experience continue to shift, and programs must adapt accordingly.
Next, partner strategically. Your travel management company is a key resource that can help translate traveler feedback into actionable program improvements, aligning your technology and service.
“I found it very rewarding to find a TMC that is quick and nimble technology-wise, and is willing to take some risks with technology, yet also has seasoned agents who have that ‘human touch’ on the phone. That’s what travelers want when they call during disruptions.”
– Frederique Nijenhuis, Conrad N. Hilton Foundation
Modern technology is critical, but it cannot stand alone. The most effective programs balance intuitive tech platforms with knowledgeable human support — professionals who understand airline operations, hotel systems, and how to intervene when automation falls short.
Once this foundation is in place, the benefits of modernization quickly become apparent.
Increasing Compliance with the Right Platform
One of the most immediate outcomes of modernization is a reduction in policy leakage. As traveler expectations rise, employees increasingly want the ability to manage bookings and changes in real time. If a policy fails to deliver that flexibility, travelers are more likely to book outside the program.
Look for a modern platform that addresses this challenge by offering consumer-grade experiences without sacrificing control. When travelers can easily book, modify, and manage their trips, compliance becomes convenient rather than a forced requirement.
That ease of use also eliminates many of the operational pain points travel managers once had to manage manually, from chasing ticket numbers late at night to handling last-minute hotel bookings over the phone. In today’s environment, those workarounds simply aren’t sustainable.
Improving Traveler and Manager Satisfaction
For the travelers themselves, a modern platform simplifies the booking experience and allows them to focus on the purpose of their trip rather than the logistics behind it. For travel managers, the impact is equally significant. Reduced administrative tasks — from phone calls to manual inventory tracking — free up valuable time for more strategic work.
“Using Avenir, I would say my emails and calls were reduced by 50% or more. That freed up hours in my day that I could instead spend improving my team’s travel experience and our program in general.”
In this way, modernization not only enhances satisfaction for all parties, it enables travel managers to operate as strategic leaders within their organizations.
Where Choice, Control, and Care Come Together
The future of travel management lies in programs that align organizational priorities with individual traveler needs. Achieving that balance requires intuitive technology, supported by experienced teams who understand when human expertise matters most. With the right solutions in place, travel managers are empowered to lead with confidence and shape programs that are ready for what’s next.
To hear more insights from the Altitude with Attitude podcast, listen to this full episode, and catch up on past episodes here.
