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Concur Travel Experience Survey V1 10/5/16

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Transcript of Concur Travel Experience Survey V1 10/5/16


A well designed travel policy can keep travelers safe, provide a basis for improving discounts from suppliers, reinforce company standards and provide the best experience for your travelers.
Which best describes your travel policy design?
Global policy containing core requirements built into local policies that can only tighten down
Do you require pre-approval prior to booking travel for any of the following travel situations?
Which travel activities do you allow employees to book outside of your online booking tool or outside of your travel management company?
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Is ride-share allowed and if so, what is the reimbursement policy?
What car rental class is always in policy (base rental car class)?
What car rental extras are in policy?
When is a car service, limo or hotel car considered in policy?


Booking travel via mobile may still be smaller compared to booking on the web, but it’s growing
How is travel time counted towards work?
Do you offer home-related services to employees who are traveling?
Business travelers are starting to use
home-sharing services. Home sharing for business travel grew 56%year over year, from 2015-Q1to 2016-Q1 among Concur clients.
Employee flies to another city over the weekend versus going home and coming back to the work location. Air costs are covered up to the amount that would have been spent to fly home.
Employee stays over the weekend at the work location versus flying to their home and back over the weekend. Hotel and living expenses are covered instead of round trip airfare to home and back.
Employee stays at the work location over the weekend and flies a friend or relative to the work location to spend the weekend there. Air costs are covered up to the amount that would have been spent to fly home less employee's living expenses at the work location.
Employee stays over the weekend at the work location versus flying to their home and back over the weekend. Hotel and living expenses are covered instead of round trip airfare to home and back.
One global travel policy for all employees regardless of job role or position.
Global policy containing core requirements built into local policies that can only tighten down.
One global travel policy for all employees and some unique policy only for top tier executives.
Travel time is considered work time
Travel time is considered commuting and does not count as work time
Employees may take additional time off to offset lost personal time traveling
One global travel policy for most employees and some unique policy for specific job roles (i.e. sales, consulting, etc.).
Unique travel policy (other than legal) by region or by country.
One global policy, some unique or top tier, regions can strengthen if they desire.
Security services
Only in extreme cases
At manager’s discretion, not a part of policy
Have a childcare reimbursement policy
Above a certain level
Allow child/elder services and pet care
One global policy, some unique or top tier, regions can strengthen if they desire
How often do you survey travelers about their experience?
Do you have online or social media-based sharing of destination information, recommendations, and support information?
Policy does not exist but most people feel travel time is considered work time
Nothing formal is in place to reimburse for lost time due to travel time, but it may be happening
Trips with specific expenses included (air, hotel)
Required when entertaining or dining with a client or third party
Exceptions to reservation policies
International trips
Trips costing over a certain amount
All trips
With a pre-spend control, request and approval process, you can forecast accurately and managers can review travel spending before it happens, spot over-spending on bookings and take action.
Ride share is specifically in policy (reimbursed)
Policy compliance monitoring leads to better traveler behavior, prevents violations and promotes lower cost options.
When compliance is automatic, your organization’s policies are enforced before violations occur and travelers have the tools they need to make complying with travel policies easier. Employees benefit because compliant and in-policy spending results in faster reimbursement.
“Business travel isn’t about airplanes, hotels, or per diems – it’s about people venturing forth to contribute to their organizations’ success.”
Class A:
Class B: Compact
Class C: Intermediate
Class F: Full Size
Any class is allowed
Depends on number of passengers sharing the car, generally compact is covered for single riders, but if there are multiple employees sharing a car a full size would be permitted
Henry Harteveldt
Founder/Industry Analyst & Advisor, Atmosphere Research Group
Continued education on policy and updates through clear communication brings more savings to the organization through higher compliance, as well as happier employees with deeper understanding of company policy.
Ground transportation is the fourth largest business spend category among all Concur clients.* How travelers like to ride, and how far they’re going – along with where in the world they are – drive the cost of your ride share transactions.
*State of Business Travel 2016, Concur.
Dining and entertainment is the third largest business travel spend category among all Concur clients.* Where there often isn’t one singular answer in developing meal policies (where not regulated), taking into consideration cultural values within your organization helps establish the right cost saving philosophies, as well as leads to better traveler adoption of policy.
*State of Business Travel 2016, Concur.
Hotels are the second largest business spend category among all Concur clients.* Hotel prices are predicted by experts to fall in regions including Asia Pacific, Eastern Europe, Middle East, Africa, Latin America and the Caribbean, while prices in Western Europe are expected to increase less than two percent. Rates in North America are expected to be driven up four percent.**
Air travel is the number 1 business travel spend category among all Concur clients.* As Skift reported in the 2017 Global Travel Price Outlook, global airline prices are expected to increase by 2.5 percent next year, but some markets may see fares lower than they were in 2015.
*State of Business Travel 2016, Concur.
**Skift reported in the 2017 Global Travel Price Outlook.
*State of Business Travel 2016, Concur.
Car class upgrades
Other (please specify)
Extending a business rental for employee paid personal use
Personal use reservations using the corporate rate
Car class upgrades if there is a business need for a larger vehicle
Any employee can reserve a car service
Car service can only be reserved for executives
Used when traveling to or from an airport
Allowed when extra security is required
Car service can be used at any time
These options are covered with manager approval but are not stated in policy.
At manager’s discretion based on the original trip costs.
It’s not specifically called out in the global policy but these would be allowed if the manager agreed to it.
How does your company enforce compliance to travel policy?
What is your expected minimum level of policy compliance?
Do you offer any employee incentives or rewards for following policy or for choosing options that cost less than in policy options?
Organization responsibility
Manager's responsibility/discretion
100% back office reviews or audits
Non-reimbursement for violation of policy
No pre-approvals are required
Are employees allowed to choose personal alternative travel options?
Example: The employee travels by air from their home location to a client location over several weeks.
What expense account approvals are required?
Bookings that are out of policy require CFO approval.
Audits are conducted on approximately 12% of transactions.
Expense reports are audited but not 100%.
Selective auditing but not 100%.
What is your corporate card policy?
Cash to employee for a portion of cost savings
Points that can be used for merchandise
Ability to upgrade to a higher air class or nicer hotel room on a future trip
Non-monetary recognition back to leadership
No incentives
Other (please specify)
No membership rewards.
Do employees benefit from frequent usage programs?
Do you offer additional services to frequent travelers?
Employees must pay for the corporate card program themselves if they want to benefit from the points.
Travel club/lounge membership fees are not reimbursable. Mileage and awards accrued through business travel can be used for personal travel.
Does your company allow business class air travel?
Which, if any, of the following additional airline expenses do you cover/reimburse?
Does your company allow premium economy class travel?
If so, what criteria does your company use to determine eligibility for premium economy class travel?
No expectation is set
Less than 70%


If so, what criteria does your company use to determine eligibility for business class travel?
Compliant travel bookings lead to greater corporate discounts, improved supplier leverage, and visibility into spending.

What are your company policy hotel choices?
Which of these hotel expenses are reimbursed?
What meal reimbursement method do you use for most U.S. employees?
Explicit manager approval when expenses or total expense account are over a certain amount
Explicit manager approval when expenses are outside of policy
Post payment review only
Explicit manager approval on all expense accounts
Those who use mobile to approve expense reports at least 10% of the time (or more) see an average of 12.5 hours decreased workflow to approval – which represents about 9% improvement.
The first three scenarios apply.
Company direct payment to corporate card when expenses submitted.
Employee can use corporate card for personal purchases.
Employee may use personal card for travel purchases.
Company will pay corporate card late fees incurred by the employee.
Employee receives reimbursement then pays corporate card.
Moving to Concur Expense Pay in North America and in other select countries (excluding Japan.)
Company direct payment, the employee submits the expense.
Rarely or never
Once every 1 to 3 years
every year
More than once per year
Random surveys are sent monthly.
Airline mileage
Car rental points
Hotel points
Corporate card points
Use some internal tools for sharing experiences but have not seen a lot of use or sharing.
Have an online help desk, not a social site.
Have a company travel app.

As long as there is no cost to the company.
Position or band level of employee
Based upon role
(i.e. sales, consulting)
Flight duration
Based on from and to locations (city pairs)
All international trips
Other (please specify)
10+ hours total flight duration into and out of Europe, ME & Africa from all other locations.
Seat upgrades for extra leg room per manager’s discretion.
Only for domestic travel.
International trips with Management approval.
Any flights over 6 hours
Pillow or blanket
Select seat assignments that have a cost, at the time of booking
Actual meal cost with no limit
Daily per diem at a rate other than US Government rates
Other (please specify)
Daily per diem at US Government Rates
Varies by country based on legal requirements
Actual meal cost up to per/meal limit, higher limit for international
Actual meal cost with a guideline on maximum daily amount
Based on from and to locations (city pairs)
All international trips
Position or band level of employee
Other (please specify)
Flight duration
Only with prior approval from manager.

10+ hours total flight duration between all regions excluding Europe, ME & Africa where Premium Economy is used.
Over 6 hours of in-flight time.

Combination of flight duration and grade level.

Wifi and TSA pre check are at the discretion of the manager.
Not necessarily frequent travelers but officers of a certain level and sales staff are allowed one lounge membership.
Lounge pass based on employee’s travel history, others available with manager approval.
Parking and shuttles.
Higher tier cards are offered to top travelers by main suppliers.
Additional services offered with prior manager approval.
Based upon role
(i.e. sales, consulting)
Car rental
Car service/Limo
Some companies allow outside bookings for hotels when required for conferences that have room blocks controlled by another agency.
Other (please specify)
Luggage cost for more than 1 bag
Coach seat upgrade (legroom or in front)
Food or beverage purchases (in addition to meals or per diems)
Only with prior approval from manager
Manager discretion based on business need
Select seat assignments for international travel less than 10 hours
Additional charges allowed based on what appears reasonable
TMC’s consortia rates, preferred brand names identified
Friend or relative is not reimbursed
Must be a company preferred hotel with discounted rates (they come up as first choice when booking)
Able to book conference rates directly with hotels
Must book hotels offered through company booking channels (online booking tool or travel management company)
May choose to stay with a friend or relative
Able to book hotels outside of the preferred choices offered
May use a hotel alternative (i.e. Airbnb)
There is a business relationship with a ride share provider (reimbursed and tracked)
Ride share is not in policy (not reimbursed)
Ride share is not mentioned in policy (but is reimbursed)
With ride-sharing and home-sharing on the rise, these services continue to innovate to compete and meet consumer demand
Health club
Internet connectivity
“Entertainment” means food and or cocktails with clients
Laundry is allowed when a stay is 3, 5 or 6 consecutive nights or more
Room service, office services, etc. based on business need
Other expenses may be reimbursed with prior manager approval or subject to manager discretion
At the employee’s discretion based on safety, convenience and cost
Where it is less expensive than renting a car
In Asia where a driver and car is recommended
To or from the airport, for extra security, or to and from offices that are not the employee’s regular base
Pet care
Delivery or mail management services
Child care services
Social based traveler support to answer "how to" questions
(please specify)
Recommendations from other travelers
Traditional call center based approach
Travel information by destination
Actual meal cost up to a maximum daily amount
Not addressed
Meal caps are created for meals with customers and without
Actual meal cost minus alcohol or extravagance
Line manager ultimately has ability to approve any material cost related to these ancillary services, provided use was justified
Domestic travel, economy plus
(Premium or high speed access)
(Basic access)
Internet connectivity
(if not included in room rate)
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