NDC Redefined: Nourish, Delight and Choice

A transformative era awaits in 2024, characterized by a paradigm shift towards personalized traveler care and a redefined NDC: “Nourish, Delight, and Choice.” Already, the industry is witnessing the integration of traveler care and wellness considerations into trip decisions, propelled by societal changes such as the permanence of remote work and an amplified focus on personal well-being. Amid these shifts, corporate travel policies are evolving to prioritize the welfare of employees, encompassing both physical and mental aspects.

The Shift in Business Travel Expectations

The post-pandemic landscape has redefined the expectations of business travelers, transcending the notion of corporate trips as mere work-related journeys. With remote work enhancing the quality of life, employees now expect the same freedom and flexibility during business travel. Over a third of business travelers are prioritizing options that contribute to their well-being, productivity, and recovery, signaling a shift towards a more holistic approach to corporate travel management.

Research also underscores the growing importance of well-being in the current job market. Organizations disregarding employee welfare risk losing valuable talent, as evidenced by a staggering 87 percent of workers considering leaving a company that doesn't prioritize their well-being. The substantial costs associated with employee turnover, including recruitment expenses and training time, emphasize the critical need to prioritize traveler satisfaction.

Bridging the Gap in Traveler Priorities

An interesting gap exists between what businesses perceive as traveler well-being priorities and what employees genuinely desire. Business travelers express a desire for company-paid premium experiences, additional time off, and even reimbursement for personal challenges when traveling for work, including caring for pets and family.  Further supporting this trend, “compensatory time if business trip spanned weekend or holiday” was travelers’ second highest rated experience factor reported in BTN’s Traveler Experience Index.

Travel programs leading the way to the new NDC are finding a balance between cost savings and traveler satisfaction. These programs recognize the necessity for policy elasticity to cater to individual needs. This involves relaxing stringent cost rules, providing more flexibility tailored to the specifics of each trip, and accommodating the comfort preferences and lifestyles of travelers. The introduction of flexible, personalized guidelines within corporate travel programs is a natural evolution, especially considering that three-quarters of travel managers currently identify measuring or enhancing traveler satisfaction as one of their primary responsibilities. Furthermore, the level of traveler satisfaction directly influences nearly 50 percent of travel managers' performance evaluations.

Empowering Choices within Defined Cost Parameters

The key opportunity lies in the agility of travel policies, shifting towards a personalized and flexible approach that enhances the overall traveler experience. Travel policies that empower employees with choices without overly compromising cost considerations will become the new standard. This approach delivers guidelines that are nimbler, accommodating individual preferences within defined cost parameters, rather than imposing controls for each individual aspect of a trip, such as lowest logical fare restrictions, hotel rate caps and rental car category limitations.

Organizations fully embracing this trend possess a deep understanding of total trip costs and the substantial investment made in travel. They are strategically aligning travel policies to place a heightened focus on traveler care, actively encouraging individual preferences and priorities, all while balancing the financial and business needs of the organization. Within these policies, travelers are afforded the flexibility to choose a higher-cost hotel with desired amenities, offset by opting for a lower-cost flight. Flexibility extends to personal routines as well, where travelers may choose dining options under their meal per diems in exchange for access to a full-service fitness studio with live instructor-led classes. It's noteworthy that some companies are intentionally introducing this flexibility without a corresponding reduction in costs elsewhere or requiring travelers to tradeoff other aspects of their individual trip expenses. While these policy adjustments might not result in an entirely even trade, the manageable increase in total trip cost under this approach is a minor tradeoff for the invaluable investment in the well-being of travelers.

In 2024, even more organizations will redefine how they approach travel policies and investments in business travel. Embracing the principles of Nourish, Delight, and Choice reflects a commitment to employee well-being. Well-cared-for travelers are not only more satisfied but are also poised to deliver premium trip outcomes, translating into better business results for their companies. The end of the lowest logical fare signals the dawn of a new day where individualized trips prioritize the overall well-being of business travelers, transforming corporate travel from a necessity into a desired, fulfilling and lifestyle experience.