INSIGHTS
Balancing cost, control, and choice in business travel
How do we automate the ordinary to deliver the extraordinary?
- Melissa Elf
Over the years, business travel has faced a variety of challenges, changing technologies, economic factors, and shifting industry priorities. Now, in 2025, there are a whole new set of considerations. We’re seeing artificial intelligence (AI) change efficiencies, inflation pressures, and travellers demanding a more personalised experience. But here’s the twist. Rather than fearing change and forcing outdated models, corporate travel professionals have the opportunity to rewrite the rules.
This was the main theme of our latest Th!nk Series webinar, featuring Dr. Poppy Crum (Futurist, Technologist, & Neuroscientist), Melissa Elf (Chief Operating Officer, FCM Travel), and Scott Alboni (Chief Marketing Officer, FCM Travel).
Empowerment, not replacement
AI is good at the IQ, but you still need humans to drive the EQ.
– Melissa Elf.
There's no denying that AI is bearing the brunt work of many traditional tasks, not just in business travel. But does that mean humans are being replaced? Not quite. Instead, AI is becoming a powerful enabler. Tackling those frustrating, repetitive tasks allowing travellers and managers to focus on meaningful problem-solving and decision-making.
Instead of just focusing on cost-cutting, AI is being used to increase productivity, accuracy, and the traveller experience. Tasks like improving booking processes, answering simple questions, and picking up on traveller booking patterns.
Travel managers should embrace AI's role in removing friction and automating repetition. Then, lean on human expertise for the moments that truly matter.
If we think about some of the things our customers want. They want travel to be seamless, a great experience for their people, and an official way of booking. They want the best choice, best pricing, and value across their programs, and they just want their travellers to be safe and accounted for. AI has the ability to enhance all of this through data.
– Melissa Elf.
See the full budget picture
Corporate travel budgets are under more scrutiny than ever, but cutting travel costs alone isn't the answer. AI is stepping in to help consolidate data and normalise pricing structures, providing full visibility and control.
The future of corporate travel tech tools includes combining airline pricing trends, capacity, schedules, and even sustainability data to optimise travel spending while still aligning with corporate goals. This means businesses won’t just get the cheapest option; they’ll get the best choice based on their needs.
One of the biggest challenges we face is the fragmented nature of travel content. AI can now consolidate and present this information in a normalised way, which will ultimately lead to better savings, choice, and confidence.
– Melissa Elf.
More flexibility & choice
Most travel policies were designed for a world that no longer exists, but AI is now shifting travel from structured and rigid to personalised and flexible. As companies try to weigh in on policy control and traveller satisfaction, one-size-fits-all travel programs are falling apart.
Employees want autonomy in their travel decisions. Whether that be prioritising sustainability, maximising loyalty benefits, route optimising, or choosing comfort—the choice will be theirs.
Some travellers want a black-box experience where everything is done for them, and they just show up. Others want full control. AI can enable both.
Instead of forcing travellers into strict policies, AI can help companies create hyper-personalisation that can allow companies to offer choice while still maintaining oversight. Imagine a system that suggests routes based on a traveller's sustainability preferences or guides employees toward cost-effective flights that still meet their loyalty goals? Or even better, the system registers if another traveller is on the same route and makes car sharing available.
Understanding the uniqueness of your traveller is key. How do you provide and predict the experiences that will most impact and resonate with them?
– Dr. Poppy Crum.
– Dr. Poppy Crum.
Traditional policies are out
Traditional travel programs have long been built on cost-saving and policy enforcement. But 2025 demands a mindset shift. Travel managers, decision-makers, and bookers can challenge outdated structures and build a model that works for both the business and the traveller.
Companies that embrace dynamic policymaking and traveller empowerment, while still prioritising a human’s touch will take the lead in the next era of business travel. See you there!