travelperk.

com

Travel
Management:
The
THEUltimate Guide
ULTIMATE
GUIDE TO TRAVEL
MANAGEMENT

Created by TravelPerk
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Table of
contents
What are the key components of modern travel management?.........5

Common challenges in travel management........................................6

Solutions that don’t work......................................................................7

The 5 things you need to make the shift to modern travel

management.........................................................................................9

1. Choose a smart booking tool................................................................... 10

2. Ensure 24/7 travel support....................................................................... 11
3. Create policies and approval workflows.............................................. 14
4. Organize and utilize travel spend data................................................. 18
5. Improve collaboration between admin and finance....................... 19

To summarize.........................................................................................21

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Are you looking to modernize

your company’s travel manage-
ment process and policies? Are
you sick and tired of late-night
calls from travelers and that
time-consuming invoice round-
up you do at the end of every
month? Maybe your company
just needs to rethink how you
book business travel in a post-
COVID-19 world. Whatever the
motivation for fixing how your
company handles travel, we’ve
got you covered. This guide will
walk you through the five steps
towards modern travel manage-
ment.
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Let’s move away from… Towards…

Unsatisfied, frustrated travelers Happy, travelers with 24/7 support

Overworked admin team Streamlined admin processes

Lack of data for the finance team Real-time travel data visibility

Overpriced flights and hotels A pocket-friendly business travel

inventory with flexible fares

IN THE TRENCHES
QUICKLY COLLECTING INVOICES

“If you purchase flights directly from RyanAir or British Airways, you
have to write to them or login and ask for the invoice and it takes a
lot of time at the end of the month. One of the best results of book-
ing all of our business travel on one platform has been invoicing. I
now get one invoice for all monthly travel. It’s amazing.”

JOHANNA BARVO
Office Manager at Kantox

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What are the key

components of modern
travel management?
COVID-19 had a transformative effect on the entire travel industry. Sud-
denly, flights were canceled, hotels were empty and bookings plummeted
throughout 2020. As business travel resumes, new needs are arising for
businesses to navigate corporate travel in this reality.

So, what are the pillars of modern travel management in the “new nor-
mal”?

Trust - trust travelers by giving them the independence to book for

themselves, while adhering to the approval processes and policies
set by your company admins.

Transparency - give travelers clear visibility of the company travel

policy while booking, and give the finance and administrative teams
the ability to see real-time data.

Simplicity - create a process that works and meets everyone’s needs

directly within your travel booking tool.

Information - travel safety recommendations change almost every

day. Travel managers and travelers need a tool that compiles all of
this information in one place that’s easy to use and that sends out
notifications at all stages of the trip. They need to be informed of all
safety measures in place at their destination and at home before they
book, and be kept apprised of it until they travel.

Flexibility - travelers and travel managers need to learn to expect the

unexpected in this new reality, and adapt to it. That’s why you should
incorporate flexible booking as a key component of your corporate
travel policy.

With these five pillars in place, you can bid farewell to manual, complicat-
ed booking processes, back-and-forth emails, and requests for reports,
and can even optimize your annual business travel spend. Most important-
ly, you can say goodbye to confusion.

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Common challenges in
travel management
Do any of these sound familiar?

• Booking travel requires endless email threads that destroy your pro-
ductivity and ruin your day.

• The Admin team is overworked and stressed out by every booking

request, flight change, and cancelation.

• The Finance team is at their breaking point trying to figure out who’s
spending money on what trips and why.

• The Operations or Human Resources team spent hours making a travel

policy that no one reads.

• The Finance team oversees every trip booking to control spend the
only way they know how—by micromanaging.

• Travelers lack the freedom to choose the exact trip itinerary they want,
as they would when booking their personal travel.

• Travelers complain about how they’re forced to book travel, through

time-consuming, old models. This means they frequently insist on
booking online, outside of company policy.

• COVID-19 has changed business travel and management, and travel-

ers and travel managers are not sure of what this means going forward

• Finance and Human Resources teams don’t have enough visibility and
control over risk management for travel

In the 80s or 90s, corporate travel was commonly managed using travel
agencies or clunky corporate software. Then we entered a new millen-
nium, but business travel didn’t come with us. So, many medium-sized
businesses ditched overpriced solutions and started booking trips on con-
sumer sites to get great deals. This made corporate travel management
a time-consuming burden. Then came COVID-19, and practically rewrote
“travel history”.

When your company is using a process that wasn’t designed for how you
travel (the solution is either too robust, or non-existent), what ends up
happening is that neither travelers, admins nor finance managers have
their needs met. This holds especially true now, as we enter a new land-
scape for business travel as a result of the coronavirus pandemic.

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Solutions that don’t work

Before we dive into the step-by-step process for managing travel the modern way, let’s take a
look at what’s not working.

Problems faced by...

Travelers Admin / Travel Team Finance Team

Consumer Need to compare various Lots of back-and-forth Seemingly great prices,

Booking websites and pay out of
Sites
pocket. OR send back
and forth emails to admin
doing the booking. No
support for issues on the
road.
emails when booking for
travelers. No support;
overwhelmed with issues,
changes, and cancel-
ations.
but nonrefundable; fees
for cancellations and
changes (commonplace
in business travel). Manual
expensing, reimbursing,
and inventory tracking.
Impossible to guarantee
travel policy compliance.

Travel Online booking tool is Lots of back-and-forth Costly service and

Agency typically buggy and has emails between travelers above-market travel pric-
bad UX. Employees end and agency to finalize es. Limited reporting and
up calling support to book trips. integrations.
when they’d rather save
time by booking for them-
selves and get the options
they want.

Traditional Clunky user experience
Corporate that travelers don’t en-
Software
joy. Offshore customer
service, typically ranked
as the top frustration in
customer reviews.
Overly complicated and
feature-laden. Impossible
to control travel when
travelers don’t want to use
the tool.
Costly. Lacks low-price
flights, trains, cars, and ho-
tels available online. Trav-
elers dislike the software’s
user experience, so they
end up booking elsewhere
out of policy.

In addition to all that, these services often do not feature the latest information on travel restric-
tions. They also do not provide flexible fares on flights themselves. Instead, you usually need to
head straight to the airline’s website to find flexible fares. This means that to book a simple busi-
ness trip, you have so many tabs open that you can hardly count them.

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Small businesses also

often face a major
challenge in using business
travel services that are
intended for enterprise
companies. They come
across expensive contracts
and support calls and wind
up using consumer tools.
That makes it very difficult
for admin and finance
teams to control, track and
report on business travel
spend. So how do we fix
this? Read on.
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The 5 things you need to

make the shift to modern
travel management
There are five things you need to implement

Choose a smart booking tool

Ensure that you have 24/7 travel support

Integrate policies and approval workflows

Organize and utilize travel spend data

Improve collaboration between admin and finance

We’ve created a checklist to help you stay on track, you can find it at the end of this guide.

IN THE TRENCHES
MAKING TRAVELERS HAPPY
“We’re a fully distributed team. For our biannual company wide meetups, my col-
league and I would book all of the travel. For a team of 20, it would take us 2-3 days
working together—so that’s one full week combined—to do all of the back-and-forth
emails with every employee and finalize the flights and ground transportation. As
we’ve grown to a team of 70 people, to do it that way now would be almost impossi-
ble. Fortunately, we switched to using TravelPerk last year so that travelers can now
book for themselves. Our employees love using TravelPerk. It’s especially important
to employees to be able to pick their own layover. For me, travel management is
easier than ever. I can log in at any time and see who still needs to book their flight
for our upcoming meeting. And when everyone’s flight is booked, I can see the
flights all in one place and then easily group people together into vans and busses
based on their arrival times to get everyone to the event location.”

MELISSA MAUK
Finance Director at Hotjar

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1. Choose a smart booking tool

You can’t get the transformation without the tech. The first step in manag-
ing travel the modern way is to select a travel management platform.

Here are the main features to look out for in your new travel management
platform:

• Self-booking within policy - Integrate your travel policy within the

booking platform, so that your travelers can book their trips for them-
selves with full compliance.

• Consolidated invoicing - The ability to get one monthly invoice for all
travel from one vendor, instead of having it spread across the web.

• Travel spend reporting - Easy access for all finance and administrative
team members who need to track travel itinerary details and spend by
cost centers, tags or labels.

• Easy booking process that travelers love - Make sure that employees
are comfortable with self-booking, and choose a tool that’s easy to use
with consumer-grade UX.

• Great inventory - Inventory is not a side note. Make sure the platform
you use has every available option you can find online and that the
company is committed to adding more inventory to ensure travelers
are not booking outside of the approved platform.

• Travel support - You need travel assistance that’s available 24/7 so that
employees no longer have to fully rely on the internal admin team for
support.

• Flexible booking - this is no longer a nice-to-have. Make sure that your

booking platform allows you to access flexible fares at reasonable
prices. Travel is now greatly interlinked with health & safety require-
ments as a result of COVID-19. You can save your travelers time and
your company money by always making sure that travel plans can be
altered with just a click, and without too many additional costs.

• Travel safety information - keep your travelers safe at all times by

staying up to date on all of the latest travel restrictions, and health re-
quirements both at home and at their destination. Your travel booking
platform should provide you with this information, so you don’t have to
search for it on government websites. That’s just time-consuming and
might even be outdated!

• Don’t forget there’s no Planet B - sustainability deserves a seat at the

corporate travel table. Find a travel management platform that em-
powers you to easily incorporate environmentally-friendly practices
into your travel policy.

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• Think about creative ways to save - optimizing your travel spend is a

great way to become a hero in your company. One incredible way to
do that is by reclaiming VAT on all business travel expenses. Work with
a travel management platform that helps you with VAT reclaim, as it
can get quite tricky and technical.

Use those items like a checklist when comparing tools, and don’t forget to
read reviews! (See the checklist on the last page of this guide to help you
implement every step of the process.)

Before implementing your tool of choice company wide, you’ll need input
from multiple departments. Be prepared to communicate the benefits of
modern travel management to get company leadership on board.

2. Ensure 24/7 travel support

Providing travel support 24/7 isn’t easy unless you’re a vampire who never
sleeps. If you’re not Count Dracula (and you like your free time), you can
get hit with cancellations, changes, and other requests on nights and
weekends, or have these things consume your workday so that you have
to work longer hours in order to wrap up important projects.

And, if you’re unavailable to help, then travelers get stuck waiting for fixes,
and ultimately this costs the business time and money. The logical solu-
tion is to rely on a partner who can deliver 24/7 travel support so you, as
an office manager or travel manager, don’t have to.

Here are the requirements to look for in travel support:

24/7/365 chat, email, and phone support

Real human support (not chatbots)

Quick response times (seconds not minutes)

Guaranteed follow-up and follow-through

Fast escalation for big issues

Concierge style support available

Group trip booking support available

Many office managers and travel managers are still hands-on with travel
(and all of its last-minute problems), and that’s great. The point is having a
partner that’s available when you’re not, so you can choose what’s import-
ant for you to handle, and where you can get help.

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How to split the responsibility

You can’t and shouldn’t try to handle all travel support internally. So how
do you go about sharing the burden?

OPTION 1
EMPLOYEES CONTACT EXTERNAL SUPPORT OUTSIDE
OF BUSINESS HOURS ONLY
How it works: Notify employees that outside of business hours, they
now have travel support available, so they no longer have to hope
and pray that you’ll answer your phone in the middle of the night.
Remind them that you’re still the go-to person during normal work-
ing hours. Let them know what sort of requests the service can han-
dle during off-hours, such as making changes, booking alternate
routes in the event of last-minute cancellations, adding a traveler to
an existing trip, etc.

Who this is best for: This works best for small, intimate teams locat-
ed in a single office (you want employees to easily remember your
time zone so they know who to call). If handling most issues isn’t
a problem for the internal admin team, and they just need support
during off-hours, then this setup makes the most sense for every-
one involved.

OPTION 2
EMPLOYEES CONTACT YOU FOR ALL ISSUES, AND YOU
FORWARD SOME OF THEM ON
How it works: From the travelers’ point of view, nothing will have
changed. They’ll still go to you directly with all requests, cancella-
tions, and changes. You can decide to handle some of them your-
self, and for others, you can contact the service provider.

Who this is best for: This process can work best for teams that, for
whatever reason, aren’t ready to make a big change in how travel
support is provided, or don’t want to require that travelers speak to
support directly.

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OPTION 3
EMPLOYEES CONTACT EXTERNAL SUPPORT FOR ALL
ISSUES
How it works: Let employees know what sorts of issues the external
support service will handle. For some senior executives, you may
need to offer to contact support on their behalf and serve as the
go-between.

Who this is best for: If your employees are a bit more independent
and are accustomed to directly addressing issues outside their typi-
cal job description, then this is the way to go. This might also be the
best option for large companies that travel often and can’t afford
to internally provide support for the myriad issues that arise on the
daily.

IN THE TRENCHES
LATE-NIGHT TRAVEL REQUEST
“Last night, our CEO and co-founder learned that for some rea-
son their car rental was canceled. This was at 10pm, and I wasn’t
connected. They contacted TravelPerk support directly instead of
having to contact me, and they were able to get another car.”

JOHANNA BARVO
Office Manager at Kantox

IN THE TRENCHES
TIME FOR OTHER PROJECTS
“I really love handling issues for my team. However, I know it’s not
possible for me to be in charge of every travel-related issue, be-
cause things happen around the clock. Now that I have help with is-
sues like cancellations, adding or removing travelers to a group trip,
getting refunds or making other changes, I can make time for other
projects. We’re moving to a new office, and I’m getting to help with
getting furniture, layout and assigning seats. If I was handling every
issue myself, I would never have had time to do that.”

MANDI ROBERTSON
Office Manager at Bowers & Wilkins

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3. Create policies and approval

workflows
What would modern travel management be without the ability to au-
tomate travel policies so travelers can book for themselves? Well...it
wouldn’t be very modern.

Automating your travel policy creates a trifecta of benefits:

You increase travel policy compliance and maintain compliance

around the clock

The administrative team saves time because they’re no longer book-

ing all trips

Travelers get to experience the freedom of booking for themselves

Before setting up policies, it’s smart to talk with all necessary stakeholders
about whether certain departments or even offices or specific travelers
have unique travel needs.

How to automate a policy that works

Micromanaging your colleagues? No thanks. Do this instead:

STEP 1
REVIEW YOUR CURRENT TRAVEL POLICY
Hold a meeting with all stakeholders (could be the CEO, the CFO,
the head of operations, and/or team leads from departments that
travel often). Discuss what is and isn’t working about your existing
policy, for example the existing policy might be a blanket set of
rules across the company, with no customization for certain depart-
ments. By the end of the meeting, make sure to have set priorities
for your new, automated policy, such as cutting administrative time
spent booking in travel by 50%, or bringing travel policy compliance
to 90% of all trips.

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STEP 2
CHOOSE A TRAVEL MANAGEMENT STYLE
There are pros and cons to every type of travel management. Here
are 3 very different styles, when it comes to automating policies:

• No approval required for any trip

• Approval required for trips requested out of policy

• Approval required for every trip

While not requiring approval for any trip can reduce administrative
time and hassle, it can increase costs if some employees do not
adhere to the company policy. On the other hand, requiring approv-
al for every trip can increase costs if an administrator is too slow to
approve the trip, and the cost goes up. While some businesses find
that the extremes are right for them, most companies choose to
take the middle route.

STEP 3
DETERMINE POLICIES BY DEPARTMENT, TEAM, OR EVEN
TRAVELER
Assuming that you’ll require approval for trips booked out of policy,
it’s now time to get specific with your policies. Do certain depart-
ments, offices, or specific travelers have unique travel needs? Will
one policy work for the entire company, or do you need different
policies for different departments, offices, or types of travelers (say
leadership)? These are the most common travel policies that mod-
ern companies need:

• Maximum cost per flight

• Maximum cost per hotel per night

• Minimum amount of days booked in advance

• Hotel star rating

• Cabin class allowed

• Daily budget for cars

• Limit of spend per train ticket

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You can take the basics and get even more detailed if needed:

• Maximum cost per hotel per night, for each city that employees
visit

• Maximum cost per flight, based on the number of hours traveled

• Flight class allowed, based on each traveler (for example,

travelers and executives are allowed business class or extra
legroom)

STEP 4
SET UP ALL NEEDED APPROVAL WORKFLOWS
If a traveler attempts to book a trip that is outside of policy, you
want to have a simple approval process in place. The traveler
should be able to request approval inside of the app, which will
notify the admin. No need to write emails!

These are different options for approval workflows:

• Office manager approves trips (or gets permission from an exec-

utive to approve a trip)

• CFO approves trips

• Department leads approve trips for their team

For an admin who is regularly approving trips, one of the most help-
ful things is a platform that shows you all the trips waiting for your
approval right inside the dashboard. That way you have a central
location for every trip that’s still in progress and you never have to
search your email for anything.

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IN THE TRENCHES
HASSLE-FREE BOOKING

“We can make whatever rules or policies we need, but there is always
going to be exceptions. Even though we might say, ‘Book two weeks
in advance,’ at some point, someone will have an unexpected trip
where they really need to fly somewhere in the next week. It’s best
for us to let them book their trip as soon as possible and get them
flying. We don’t want employees to have to book for themselves on
their credit card, which creates extra work for them and for finance.
We want them to quickly book the trip they need inside of our ap-
proved process.”

MARTA KUTT
Global Facilities Manager at TransferWise

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4. Organize and utilize

travel spend data
Effective travel management isn’t just for your admin team. The finance
and operations team should be deeply involved too. Why? You want travel
spend reporting that is not only accurate but insightful!

By using cost centers, labels and by making sure all of your trips are
available in the reporting tool, you can generate smart reports that will
help the finance team identify trends, leaks, and opportunities for budget
optimization.

The first step is to set it all up. Get together with the finance and opera-
tions team to decide on the cost centers and labels that fit the business.

Decide upon these foundational factors:

Cost centers - Does your company use different payment accounts

for different geographical regions? How many cost centers does the
company have? Make sure that travel spend is getting charged to the
right accounts.

Tags and labels - Beyond cost centers, are there any important filters
that the finance team would require when viewing travel spend
reports? For example, would they like each trip tagged by team or
by project? Decide upfront so that the tagging system can be imple-
mented clearly from the get-go.

Keep all travel in one place - To get accurate travel data, you need to
keep all travel in one place—whenever possible. Work with a travel
management solution that integrates with providers that matter to
your company, such as budget airlines, Airbnb, or European train
lines. If your company has negotiated hotel rates, you want your
corporate solution to be able to book those rates for you, so you don’t
lose the travel data by booking direct.

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5. Improve collaboration be-

tween admin and finance
The most important thing in modern travel management is that it serves
the entire company. We’ve talked about equipping travelers with stellar
support. We’ve talked about saving time as an admin. So what about
finance?

Here’s what the finance team wants and needs:

Streamlined approvals process - If your approval process requires

action from the admin and the finance team, try to make this as
seamless as possible. At some companies, a finance manager has to
approve trip details before an admin can book the trip for the traveler.
If that’s the case at your company, make sure it’s quick and easy to
interface with your finance team. For example, you have the ability
to book any trip below $200, and for anything higher, you use your
travel tool to send the trip request to finance.

Easy to get invoices - The finance team needs to grab all invoices
quickly so they can reconcile expenses, whether that’s for transport
tickets or hotel accommodation. The best way to do this is to use a
platform that consolidates travel spend into one monthly invoice. At
the very least, you’ll want to be able to log in to one platform to find
invoices, so you’re not having to hunt them down all over the web.
Ask finance if they want you to send the invoice to them monthly or if
they want to log in and download it themselves.

Ability to track spend instantly - When your finance team can’t see
what is being spent on travel, they can’t make budget decisions in
the moment and they are always playing catch up. To fix that problem
and be the hero for your finance team, consolidate all travel spend
into one platform so that they can generate reports on what is being
spent, by who, and why (when using tags and labels). Same as with
the invoices, determine whether you need to send them a monthly
report, or if they want to download it themselves.

Cost savings on trips - Fixing travel isn’t just about saving time. Many
businesses are still using travel booking platforms that were built in
the 80s and 90s. Meaning that they markup the inventory so that the
company is paying more than a consumer would. Impress the finance
team by delivering consumer-grade prices for trips with a platform
with a broad, pocket-friendly inventory and options for you to reclaim
VAT.

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If you’ve been tasked with fixing travel management at your company, you
absolutely can’t ignore the demands of the finance team. They’ve become
so accustomed to being blind to travel spend, that you will blow their
minds when you give them access to all travel spend consolidated into
one place.

IN THE TRENCHES
MEETING THE FINANCE TEAM’S NEEDS
“Our head of finance spoke with me about wanting to find a cor-
porate travel tool that would work for us as a global company. His
chief concern was that the finance team had no idea what we were
spending on travel at all. Another big issue for us as a company was
that our travelers weren’t allowed to book on their company credit
cards, and I had to book for them on one single card, which would
quickly get maxed out.

Sometimes when booking a trip on Expedia or Skyscanner, at the

very last minute I would discover that the card was maxed out. I
would have to call a finance manager to pay off the card so I could
complete a booking. I did some searching around, and we choose
to work with TravelPerk so we could achieve the perfect balance
of corporate travel support, affordability, and control over our own
travel. The finance team can easily log in and view spend, and I
never have to worry about a booking not going through because of
a credit-limit issue. TravelPerk gives us an invoice for all travel at the
end of the month.”

MANDI ROBERTSON
Office Manager at Bowers & Wilkins

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To summarize
You’ve made the shift away from old-school business
travel towards travel that is based on trust, transparency,
simplicity, information, and flexibility.
Goodbye, back-and-forth emails. Goodbye, overpriced
“business” travel. Goodbye, micromanagement. Good-
bye, PDF travel policies. Goodbye, outsourced support
call centers. And goodbye to chasing invoices. Good
riddance.

Let’s bring it all together!

Power to the traveler. And sanity for you.

Choose a smart booking Share the burden of travel

tool support

Meet everyone’s needs Don’t try to do this alone

Set up cost centers and Create policies and ap-

labels proval workflows

Let the tool reflect the Put the policy inside the
business booking process

Improve collaboration be-

tween admin and finance

Grab invoices and reports

quickly

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Checklist
Modern travel
management
Use this checklist to overhaul your travel management
process and save time, hassle, and stress for everyone.

1. Choose a smart booking 2. Share the burden of

tool travel support
Make sure your tool has these critical features: Make sure your tool offer support with these
features:
Self booking within policy
24/7/365 chat, email, and phone
Consolidated invoicing
support
Travel spend reporting
Real human support (not chatbots)
Easy booking process that travelers
Quick response times (seconds not
love
minutes)
Great inventory
Guaranteed follow-up and fol-
Travel support low-through

Flexible fares Fast escalation for big issues

Travel safety information Concierge style support available

Options to go green Group trip booking support available

VAT reclaim

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3. Assign responsibility 4. Create policies and

Choose from these options for splitting the approval workflows
responsibility of travel support:
Follow these steps to create an automated
Employees contact external support travel policy that really works:
outside of business hours only
Step 1.
Employees contact you for all issues,
Review your current travel policy
and you forward some of them on
Step 2.
Employees contact external support
for all issues Choose a travel management style

Step 3.

 etermine policies by department, team

D
or even traveler

Step 4.

Set up all needed approval workflows

5. Organize and utilize 6. Improve collaboration

travel spend between admin and ​
Set up your tool to match your company ac- finance
cording to these factors:
Make sure that your new travel management
Cost centers process satisfies these needs:

Tags and labels Streamlined approvals process, espe-

cially between admin and finance
Keep all travel in one place
Easy to get invoices

Ability to track spend instantly

Cost savings on trips

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Manage your business

travel with TravelPerk
Make business travel work for your whole business. Book,
manage, and report on all things business travel in one,
centralized place. Give travelers the freedom they want
and gain the control you need to optimize your business
travel budget and take it further. The result is saved time,
money, and hassle for everyone.
Here’s how TravelPerk can help you:

Save up to 20%
Per-trip pricing, only pay when you
travel

Claim back money spent on VAT

for business travel

Exclusive rates and discounts

Track and report on travel Control the spend

spend in real-time Assign budgets per department

All travel insights data at your Set up granular travel policies for
fingertips easy compliance

Consolidated & real-time reporting Integration with your expenses

management tool
Export data, receive it via email or
straight to your storage service Get all your invoices in one place

Carbon emissions reporting Multiple payment methods

Access data per team, project,

date, and location!

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Book & manage all in one Travel with great customer

place care and safety information

Easily book through the world’s 24/7/365 traveler support for free
largest inventory
Real-time risk alerts & travel restric-
Cancel your trip and get 80% of tions
your money back
Manage your trip and access support
Let travelers book on their own on the go with our app
and not pay out of pocket
Concierge style support available
Get quick support with group
bookings

Sign up to TravelPerk with a one-month premium free

trial so you can see how awesome we are. No contracts
required. Ever.

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