In a world where technology can book travel in seconds and data flows freely across borders, it’s easy to assume that managing a business travel programme is just a matter of systems, processes and suppliers.
But there’s a less tangible and often overlooked factor that can quietly undermine even the best-planned travel programme: traveller behaviour.
How employees behave when booking and managing their business travel has a direct impact on cost, compliance, sustainability, and overall programme performance. And it’s not just about “bad habits”. Often it’s about unclear expectations, inconsistent processes, or well-intentioned decisions made without visibility of the bigger picture.
So, how much does behaviour really matter? And more importantly, what can be done to guide it in the right direction?
What happens when policies are ignored
Even the most well-crafted travel policies can fall short if employees don’t understand them or don’t feel motivated to follow them.
We are regularly approached for help by companies struggling with corporate travellers doing the following:
- Booking outside approved channels because they find it faster
- Selecting higher-cost options out of habit or perceived convenience
- Upgrading unnecessarily or booking too late
- Skipping sustainable choices in favour of familiarity
Each of these decisions might seem minor in isolation, but at scale, they can lead to:
- Escalated travel costs
- Reduced visibility for duty of care
- Inaccurate carbon reporting
- Compliance gaps that frustrate both travellers and finance teams
And the truth is, many of these behaviours stem not from carelessness, but from a lack of communication, clarity, or accountability.
Why behavioural management matters more than ever
As travel returns to pre-pandemic volumes — but with tighter budgets and greater scrutiny — companies are under pressure to optimise every part of their travel spend.
That optimisation isn’t just about getting better deals. It’s about understanding how human behaviour influences compliance, cost-efficiency, and sustainability.
For example:
- A traveller booking a last-minute flight outside of policy may increase spend by 30–50%.
- Frequent hotel upgrades might go unnoticed if no approval checkpoints are in place.
- Ignoring sustainable alternatives can compromise a company’s ESG commitments.
With growing interest from procurement, HR, and C-suite leaders in making travel smarter and greener, unmanaged traveller behaviour becomes a strategic issue, not just a policy concern.
Encouraging smarter travel behaviour
So, how can organisations begin to address this?
At ACE Travel Management ATG UK, we work with clients every day to help shape and support positive travel behaviours, not just enforce rules. Here are a few key levers:
1. Clear, accessible travel policies
A long PDF hidden in an intranet folder isn’t going to drive compliance. Policies need to be easy to access, simple to understand, and relevant to real scenarios. Think mobile-friendly summaries, FAQs, and in-tool nudges.
2. Booking platform controls and smart automation
Use technology to guide behaviour in the moment. Integrated booking tools can restrict non-compliant options, show cost comparisons, or highlight sustainable choices, making the right action the easiest one.
3. Pre-trip approval workflows
A robust authorisation process doesn’t have to create bottlenecks. Instead, it can serve as a checkpoint to review unusual requests, spot patterns, and keep spending aligned with policy.
4. Communication and culture
Behavioural change isn’t just about policy; it’s about culture. Regular communication, internal champions, and leadership buy-in all help create a shared understanding of why compliance matters, not just what the rules are.
5. Reporting and feedback
Share regular insights with departments, teams, and travellers. Visibility of personal or team performance can encourage accountability, while also helping travel managers spot trends and intervene early.
The bigger picture: people first, policy supported
Ultimately, managing behaviour isn’t about controlling employees, it’s about supporting them to make better decisions in line with company goals. It’s about creating a travel programme that works for everyone: the traveller, the business, and the planet.
When organisations combine smart policies, intuitive tech, and strong communication, they see improvements not just in compliance, but in cost savings, traveller satisfaction and sustainability outcomes.
Want to learn more?
If you’re looking to improve how behaviour impacts your business travel programme — whether it’s through better tools, policy refinement or communication strategies — our team at ACE Travel Management ATG UK would be happy to help.
We’ve supported companies across a wide range of sectors to create smarter, more sustainable travel programmes.
Feel free to get in touch, we’re always open to a conversation.