GLOBALpresence and technology are low on the list of priorities for business travel clients when selecting an agent, according to a survey commissioned by Gray Dawes Travel.
The survey, carried out by The Meadows Consultancy, involved more than 200 companies across 40 different industries, using a mix of well-know business travel agents.
It found that quality service, alternative fare options, best financial deals, same-day ticket delivery and management information were the highest priorities when choosing a business travel agent (see table, right).
E-mail links, and national and international presence were regarded of significantly less importance by the companies surveyed.
Gray Dawes managing director Ray Hopkins said:”Despite a lot of what is said about the globalisation of business travel, this survey proves that what most companies want is quality of service and in-depth product knowledge from an agent who may not be local, but who they can talk to on the phone.”
The survey was carried out after Gray Dawes withdrew its membership of international alliance Internet, following the alliance’s merger with rival group GTM Travel Management. The two alliances joined after GTMlost its US partner to Business Travel International.
The move led to a conflict of interest between Gray Dawes and GTM’s UKpartner The Travel Company (Travel Weekly October 28 1998).