旅游买家洞察：在线预订工具-BCD Travel

Online Booking Tools by BCD Travel Research & Intelligence Copyright © 2026 BCD Travel N.V. All rights reserved. Aboutthesurvey In this survey, we explore the role of online booking tools(OBTs) today: How well they support traveler experience andprogram goals, and what travel buyers need from an OBTgoing forward. The results are based on an online survey of 154 travel buyersconducted in April 2026. Whowe surveyed Where they’re based Whowe surveyed OBTavailabilityacrosscompanies The vast majority of travelbuyers (95%) have OBTs inplace, with a quarter usingmore than one tool acrosstheir organization. DescriptionofOBTs While slightly over half (54%) say their OBT is primarilydesigned to empower travelers, 46% view the main roleof booking tools as protecting the company. While four in 10 travel buyers describe current OBTsas efficient and integrated, over three in 10 use suchadjectives as challenging or transactional. OBTpriorities Travel buyers identify several key objectives related to OBTs, with improving visibility and control as thetop priority mentioned by six in 10. Sustainability ranks lowest, prioritized by just one in 10. MetricsshowingOBTvalue OutcomesinfluencedbyOBTs Employee experience and cost savings are the topindicators of OBT value for executives when decidingwhether to retain or change the tool. OBTs influence several core travel-programoutcomes, with the strongest impact on total travelcosts, duty of care and traveler experience. HowOBTsmeettravelerexpectations OBTsandtravelerengagement When it comes to OBTs, travel buyers mainly definetraveler engagement as policy compliance, followed bytraveler experience. While one in 10 travel buyers say their OBT meetstraveler expectations, eight in 10 believeimprovements are needed. OBTadoption While half of travel buyersreport that OBT adoptionby travelers is in line withtheir program goals, morethan a third say it fallsshort of their expectations. MethodsforincreasingOBTadoption Nearly half of travel buyers report that their companies mandate OBT use, making it the most widespreadapproach to increase adoption. Nearly four in 10 promote the benefits of OBTs, including easier booking andchanges, cost savings and improved compliance. SatisfactionwithOBTs While over half of travelbuyers report beingsomewhat or extremelysatisfied, nearly a quarterexpress dissatisfaction. OBTintegrations Current OBT integrations focus on core operational tools, such as expense, HR or risk management systems.Meanwhile, future demand centers on solutions that reduce cost, support sustainability and improve travelerexperience. OBTconfigurability ChangeinOBTvs. agent-facingapps Over two-thirds of travel buyers manage at least someprogram changes separately for OBT and agent-facingtools. Seven in 10 travel buyers describe their OBTs as highlyor moderately configurable to meet program needs. GapsinOBTcapabilities The most common OBT shortcomings relate to content availability and quality, as well as the pace of innovationand introduction of new features, each cited by over half of travel buyers. ImportantOBTfeatures AI-powered support and policy-compliant content are the top two OBT capabilities important to travel buyers,followed by expanded content and traveler communication. OBTimprovements Travel managers most often call for AI-driven personalization,richer in-tool content and a simpler booking flow supported bybetter fare competitiveness. •Smarter assistance (AI +personalization)•Broader, high-quality content•A simpler, consumer-likeuser experience•Fare competitiveness andprice visibility •Servicing improvements,e.g., changes or cancellations•Reliability / fewer errors•Integration of rail and groundtransportation•Payment and expense integration•Traveler communication ReasonstochangetheOBT OBTplans Seven in 10 travel buyers expect to continue usingtheir current OBT, with or without reconfiguration.15% plan to switch to a different OBT. The primary drivers of OBT change or update are theneed for better content and user-friendly experience,each cited by over six in 10 of buyers. Traditionalvs. modernOBTs Almost half of travel buyers differentiate between traditional and modern OBTs. ModernOBTs TraditionalOBTs Modern tools provide smart recommendations, offerrich content and proactive disruption management. Traditional tools are often seen as policy-driven,globally available and with expert support. FutureroleofanOBT Travel buyers are split intheir outlook: 44% expectOBTs to become a singleprimary booking channel,while a comparable share(37%) see them as themain booking channel butsupported by others. How BCD can help Our AI-powered Tripsource platform offers a connected ecosystemof trip management capabilities, designed to help you driveadoption, control costs. and elevate the traveler experience. Shopping & bookingAn intelligent booking and trip management experience for you and your travelers. Integrated service &