Talk to an Inntel expert
At this year’s Business Travel Show Europe, one message came through louder than almost any other keynote or panel discussion: our industry needs more honest conversations.
Not just about pricing or service levels, but about the things that genuinely shape the success of a travel programme. Where does technology really come from? How quickly can it evolve? What content is available to travellers? And perhaps most importantly, are buyers asking the questions that truly matter before making one of the most important procurement decisions they’ll face?
Those discussions resonated because, in a market where many Travel Management Companies appear to offer similar solutions on paper, genuine transparency has become one of the few remaining differentiators. The more open we are about how our businesses operate, the better equipped buyers are to make informed, long-term decisions.
Choosing a TMC (Travel Management Company) is a significant decision for any organisation. Technology, service, reporting, traveller experience and supplier relationships all play an important role in the success of a travel programme.
During a procurement process, it’s easy to focus on what a provider can offer. Instead, it’s worth understanding how those services are delivered.
For example:
These questions can provide a much clearer understanding of how well a travel programme is positioned to support your organisation over the coming years.
A session at this years Business Travel Show Europe, explored this topic: Inside the TMC-buyer relationship: Trust, transparency and control*:
Trust between buyers and their TMCs is increasingly being tested by questions of content visibility and commercial incentives. Much of this tension stems from a commercial model in which TMCs are paid by both buyers and suppliers. The session examined how commercial models shape content decisions, traveller choice and programme performance. It looked at trade-offs made during contracting that can reduce visibility and control and why ‘follow the money’ has become a buyer mantra, how buyers can distinguish technical limitations from content manipulation, what options they have to regain visibility and control and what trust-based partnerships might look like in practice.
*Source: Business Travel News
Technology continues to evolve rapidly, and business travel is no exception.
Some Travel Management Companies like Inntel, develop and maintain their own platforms, while others rely on third-party technology providers.
Neither approach is inherently right or wrong, but they can offer very different levels of flexibility.
For organisations with changing requirements, it’s worth understanding how quickly new functionality can be introduced, whether integrations are possible and how future developments are prioritised.
These are the conversations that often don’t happen during a procurement process but can become increasingly important throughout the lifetime of a contract.
The booking experience is only as good as the content available.
Accommodation, rail and air content can all be sourced differently depending on the technology being used. Some platforms also include additional services, such as airport parking, lounges and ground transport, while others may have a more limited offering.
It’s also worth understanding where information such as hotel reviews is sourced, helping travellers make informed decisions with confidence.
The breadth and quality of content available can have a significant impact on traveller experience, policy compliance and programme value.
A procurement process should leave organisations feeling confident in their decision.
That confidence comes from understanding how a provider operates, how costs are structured and how technology supports the wider travel programme.
Open conversations create better outcomes for everyone involved.
A proposal will always showcase the strengths of a Travel Management Company.
The questions asked afterwards are often where the real insight comes from. Good questions can help you when choosing a TMC, allowing you to go with a company most suited to your wants and needs.
Understanding how technology evolves, where content comes from and how a platform is designed to support future requirements can help organisations make more informed decisions.
Looking beyond the sales talk isn’t about catching providers out. It’s about making sure the solution you choose today continues to meet your needs tomorrow.
Ryan Gray joined Inntel in 2025, bringing more than 30 years of experience in the travel industry. He has built a strong reputation for genuine relationship-building, working closely with clients to help them get the most out of their travel programmes in a thoughtful, efficient, and tailored way. Ryan brings fresh thinking and a collaborative mindset to every challenge, driven by problem-solving and a focus on delivering real value – not just meeting targets, but understanding people and making the journey enjoyable for everyone involved.
