business travel news survey

For 11th consecutive year, Delta named No. 1 in Business Travel News Survey   

Corporate travel professionals have rated Delta No. 1 in the annual  Business Travel News Airline Survey  for the 11th year in a row by a wide margin, citing the airline’s responsiveness to customers as well as its flexibility-minded approach throughout the pandemic and beyond.

"Delta's historic 11th consecutive Business Travel News award is because of the Delta people who go the extra mile every day for our customers,” said Steve Sear, E.V.P. – Global Sales and Distribution. “We've spent the past year working tirelessly to ensure our customers are comfortable returning to the skies. We continue to prioritize and make investments that improve and elevate the travel experience – from curb to claim – while delivering exceptional service to all of our travelers.”

The survey asks corporate travel professionals to rank airlines on range of key attributes, including customer service, distribution, and pandemic response. Delta not only led all categories – the only airline to sweep for eight consecutive years – it also built on its scores year-over-year.

Key to this achievement are Delta’s world-class people, who have earned a number of other customer satisfaction awards this year – including the No. 1 spot in the  J.D. Power 2021 North America Airline Satisfaction Study . 

Based on survey feedback, Delta’s business customers cited the following as most valued in 2021:  

• The  elimination of change fees , allowing free standby for same-day changes and introducing more refundable fare products.
• Extended Medallion Status  and key SkyMiles benefits into January 2023 to give the airline’s most loyal customers more flexibility.
• Continued to prioritize health and safety by maintaining and evolving the  Delta CareStandard SM  with the help of customer feedback and guidance from Chief Health Officer, Dr. Henry Ting.  
• Increased staffing  across the operation by 8,000 people, hiring new employees in Airport Customer Service and Reservations & Customer Care, as well as pilots and flight attendants.
• Established a leading role in making positive change, from being the first airline to commit to becoming  carbon neutral  on a global basis to  closing the diversity gap  both within the walls of our own company and the communities where we live, work and serve.
• Ensured all corporate customers remained well-informed of the latest developments throughout the pandemic, including hosting innovative town halls and providing frequent and transparent communication.

“The BTN survey is Delta’s report card in showcasing how we always strive to listen to our customers and act upon their valuable feedback,” said Bob Somers, S.V.P. – Global Sales. “Our Sales mantra of ‘ Listen. Act. Listen’  guides the way in putting our travelers at the core of every decision we make, and we’ll continue to do so throughout our recovery and beyond. I couldn’t be prouder of the Delta people worldwide who consistently deliver a premium experience and set us apart from the rest because in short – our customers notice.”

Business Travel News is the leading global source of business travel information and intelligence, reaching more than 44,000 corporate executives who are responsible for setting travel policy, managing, and buying business travel/meetings for their companies.

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• Dec 21, 2022

2023 Outlook: Business Travel Bounces Back

Corporate travel budgets are recovering to pre-covid levels, our new survey finds. see where companies are spending in the year ahead..

After grinding to a near halt during the COVID-19 pandemic, business trips—and profits for hotels and airlines catering to higher-paying corporate clients—are bouncing back even beyond pre-pandemic levels, per a recent survey from Morgan Stanley Research.

Despite higher airfares and room rates, the survey of 100 global corporate travel managers found that many respondents believe their company's travel expenditures are already back to pre-pandemic levels and will continue to grow. The biggest demand is coming from small companies, which means lower-cost airlines may benefit the more than their bigger peers.

“Travel budgets are expected to see a noticeable improvement in 2022, with 2023 nearly back to ‘normal,’” says Ravi Shanker, an equity analyst covering North American transportation.  “Most interesting is that nearly half of the respondents expect 2023 budgets to increase versus 2019 overall. And of those that expect an increase in budgets, the majority believe 2023 budgets will be between 6% to 10% higher than 2019.”

Overall travel budgets show an improvement over previous surveys, with 2023 budgets expected to be 98% of 2019 levels on average.

Survey Highlights

•   Smaller companies lead demand for corporate travel. More than two-thirds (68%) of companies with under $1 billion in annual revenue expect travel budgets to increase next year, versus just 41% of companies with annual revenues over $16 billion. Similarly, 32% of smaller companies said travel budgets had returned to pre-pandemic levels compared with 23% of big firms. “This trend could likely favor low-cost carriers, as smaller enterprises tend to be more localized and require less long-haul travel,” says Shanker. “However, the legacy carriers with strong corporate exposure should see gains as well.”  

Nearly a quarter of both large and small companies say their firms are already back to pre-COVID travel levels, and 34% anticipate a full recovery by the end of 2023.

ESG Rate of Change

Holiday budgets hit by inflation, seeing a peak for food prices.

•   Airfares are higher, but that’s not a drag on bookings. On average, corporate airfares are expected to be about 9% higher than pre-pandemic prices. “Clearly the expected increase in corporate airfares is not having a major impact on corporate travel as passenger volume is expected to be basically flat versus 2019,” says Shanker.
• Room rates will continue to rise, though not as fast as they have recently. As of this October, market room rates had spiked 20% to 25% over 2019. Next year they will rise even more, though by an average of just 8%, say respondents (9% in the U.S. and U.K.; 5% to 6% in Latin America, Asia and Africa).
• Hotels face economic and competitive headwinds. While overall travel budgets are growing, companies are cutting costs by trading down when it comes to accommodations. (Historically, budget hotels outperform upscale lodging in tough economic times.) Alternative sources of accommodation also threaten traditional hotels, with 31% of respondents saying they intend to use short-term rental services in the next year.
• Virtual meetings aren’t going away.  Almost 18% of corporate travel will be replaced with virtual meetings, falling slightly to 17% in 2024, suggesting a degree of permanence in the shift with companies recognizing the benefits of virtual meetings ranging from cost savings to lower carbon footprints. Expect companies providing collaboration software to gain from this shift.

For more Morgan Stanley Research insights and analysis on global travel, ask your Morgan Stanley representative or Financial Advisor for the full reports, “Global Corporate Travel Survey: Snapping Back" (Nov. 8, 2022) and “Global Corporate Travel Survey: 2023 Travel Budgets Nearly Back to 2019 Levels, but ~20% of Meetings Could Still Shift to Virtual” (Nov. 8. 2022). Morgan Stanley Research clients can access the reports directly here and here . Plus more Ideas from Morgan Stanley’s thought leaders.

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May 9, 2024

It’s clear that our business travel clients appreciate the vital assistance we gave them during and after the pandemic, and they are relying on us in ever-increasing numbers to provide the same high level of expert service, no matter where their work takes them. J.D. O'Hara, CEO, Internova Travel Group

The Internova Index reveals trends and insights gleaned from millions of travel bookings, survey of business travelers in U.S., Canada

NEW YORK (May 9, 2024) – The demand for business travel remains robust according to the 2024 Internova Index: North American Business Traveler Insights , a new survey of travel trends conducted by Internova Travel Group.

Eighty-five percent of business travelers surveyed expect to be on the road the same amount or more often in 2024 versus 2023. About 30 percent combine leisure with business travel, or “bleisure.” The average daily rate (ADR) for hotels booked by business travelers in the United States grew about 5 percent from 2022 to 2023. And post-COVID, travel agencies are playing an increasingly important role in booking business trips.

North American Business Traveler Insights is the first corporate travel-focused version of The Internova Index: North American Traveler Insights series, which will be published annually. It is based on an analysis of millions of travel bookings in the United States and Canada, as well as a consumer survey of approximately 3,000 travelers.

The study separates business travelers into three segments: Executives, employees in senior management positions; Road Warriors, high-frequency travelers in areas such as sales, account management, training or other interaction-focused roles; and Occasional Travelers, where travel is not a core part of their role.

“Our newest Internova Index report presents a carefully researched and hopeful outlook for business travel in 2024,” said J.D. O’Hara, CEO, Internova Travel Group, one of the world’s largest travel services companies. “It’s clear that our business travel clients appreciate the vital assistance we gave them during and after the pandemic, and they are relying on us in ever-increasing numbers to provide the same high level of expert service, no matter where their work takes them.”

While the overall number of trips per business traveler grew 3 percent from 2022 to 2023, the strongest growth was among Road Warriors, whose domestic trips increased by 30 percent. Overall, 30 percent of all business travelers expect to travel more in 2024 than they did in 2023.

Since 2019, agencies are playing an increasingly important role in booking business travel. This trend was likely driven by the complexity of planning travel during and shortly after the pandemic, and it is a change that has persisted. Road Warriors in particular are 15 percent more likely to use a travel management company (either an online booking tool or a human agent) in 2024 than in 2019.

The 2024 Internova Index: North American Business Traveler Insights was compiled by Internova Analytics and Consulting, a group within Internova Travel Group that combines unique data sources, knowledgeable internal expertise and an experienced project delivery team. The report is designed to highlight key industry trends for our supplier partners, members, advisors and colleagues with a focus on corporate travel. Through bespoke engagements, Internova Analytics and Consulting helps participants in the travel industry adapt to new trends and address their most pressing challenges.

“Last year, our team of analysts, consultants and travel experts harnessed our proprietary data to release the first Internova Index, focusing on general travel trends,” said Henry Gilroy, Senior Vice President, Strategic Development, Internova Travel Group. “We’re excited to expand more into the corporate space and demonstrate to our partners that we can support their analytical needs across all segments of the market.”

For the full report or for more information on Internova Analytics and Consulting, please visit www.internova.com/research .

About Internova Travel Group

Internova Travel Group  is one of the largest travel services companies in the world with a collection of leading brands delivering high-touch, personal travel expertise to leisure and corporate clients. Internova manages leisure, business and franchise firms through a portfolio of distinctive divisions. Internova represents more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations predominantly in the United States, Canada and the United Kingdom, with a presence in more than 80 countries.

Learn More About Internova Travel Group

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Internova travel group survey shows positive outlook for business travel in 2024.

The Internova Index reveals trends and insights gleaned from millions of travel bookings, survey of business travelers in U.S., Canada

NEW YORK , May 9, 2024 /PRNewswire/ -- The demand for business travel remains robust according to the  2024 Internova Index: North American Business Traveler Insights , a new survey of travel trends conducted by Internova Travel Group.

Eighty-five percent of business travelers surveyed expect to be on the road the same amount or more often in 2024 versus 2023. About 30 percent combine leisure with business travel, or "bleisure." The average daily rate (ADR) for hotels booked by business travelers in the United States grew about 5 percent from 2022 to 2023. And post-COVID, travel agencies are playing an increasingly important role in booking business trips.

North American Business Traveler Insights is the first corporate travel-focused version of The Internova Index: North American Traveler Insights series, which will be published annually. It is based on an analysis of millions of travel bookings in the United States and Canada , as well as a consumer survey of approximately 3,000 travelers.

The study separates business travelers into three segments: Executives, employees in senior management positions; Road Warriors, high-frequency travelers in areas such as sales, account management, training or other interaction-focused roles; and Occasional Travelers, where travel is not a core part of their role.

"Our newest Internova Index report presents a carefully researched and hopeful outlook for business travel in 2024," said J.D. O'Hara, CEO, Internova Travel Group, one of the world's largest travel services companies. "It's clear that our business travel clients appreciate the vital assistance we gave them during and after the pandemic, and they are relying on us in ever-increasing numbers to provide the same high level of expert service, no matter where their work takes them."

While the overall number of trips per business traveler grew 3 percent from 2022 to 2023, the strongest growth was among Road Warriors, whose domestic trips increased by 30 percent. Overall, 30 percent of all business travelers expect to travel more in 2024 than they did in 2023.

Since 2019, agencies are playing an increasingly important role in booking business travel. This trend was likely driven by the complexity of planning travel during and shortly after the pandemic, and it is a change that has persisted. Road Warriors in particular are 15 percent more likely to use a travel management company (either an online booking tool or a human agent) in 2024 than in 2019.

The 2024 Internova Index: North American Business Traveler Insights was compiled by Internova Analytics and Consulting, a group within Internova Travel Group that combines unique data sources, knowledgeable internal expertise and an experienced project delivery team. The report is designed to highlight key industry trends for our supplier partners, members, advisors and colleagues with a focus on corporate travel. Through bespoke engagements, Internova Analytics and Consulting helps participants in the travel industry adapt to new trends and address their most pressing challenges.

"Last year, our team of analysts, consultants and travel experts harnessed our proprietary data to release the first Internova Index, focusing on general travel trends," said Henry Gilroy , Senior Vice President, Strategic Development, Internova Travel Group. "We're excited to expand more into the corporate space and demonstrate to our partners that we can support their analytical needs across all segments of the market."

For the full report or for more information on Internova Analytics and Consulting, please visit www.internova.com/research .

About Internova Travel Group Internova Travel Group  is one of the largest travel services companies in the world with a collection of leading brands delivering high-touch, personal travel expertise to leisure and corporate clients. Internova manages leisure, business and franchise firms through a portfolio of distinctive divisions. Internova represents more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations predominantly in the United States , Canada and the United Kingdom , with a presence in more than 80 countries.

CONTACT: Elizabeth Gaerlan [email protected]   1-212-944-1125

View original content to download multimedia: https://www.prnewswire.com/news-releases/internova-travel-group-survey-shows-positive-outlook-for-business-travel-in-2024-302141395.html

SOURCE Internova Travel Group

Delta tops J.D. Power airline satisfaction survey for the first time in 3 years

After placing second behind JetBlue for the past two years , Delta Air Lines once again can claim bragging rights to topping J.D. Power’s North American Airline Satisfaction Study.

The 2024 report, released Wednesday, saw Delta ranking highest in customer satisfaction in both the first/business class segment and in the premium economy segment. Southwest Airlines took top honors in customer satisfaction among basic economy flyers.

“There are many aspects to the overall air travel experience that airlines cannot control, but one area in which they can profoundly influence is the positive effect that airline staff has on passengers,” said Michael Taylor, senior managing director of travel, hospitality, retail and customer service at J.D. Power. “The big takeaway from this year’s study is the power of people to positively influence the overall flight experience. Airlines that are investing in staff training and recruitment are finding ways to overcome the negative effects of crowded gates and planes simply by being nice to their customers.”

The 2024 study, which spoke with 9,582 passengers, was different from previous years. This year, Power measured satisfaction in seven categories: airline staff; digital tools; ease of travel; level of trust; on-board experience; pre/post-flight experience; and value for price paid. In addition, rankings were split between the three passenger segments.

With airfare prices on the rise, passengers are looking for a hassle-free experience, the survey found. Ease of travel and trust were more important than cost for many flyers. That worked in the favor of both Southwest and Delta, which have made “substantial” investments in the people side of their business, Power noted.

Media coverage also played a role in the results, as carriers that were the subject of negative news stories saw their trust scores plunge.

Here’s a look at the top five airlines in each of the travel segments.

Top first/business class carriers

Delta Air Lines

United Airlines

Alaska Airlines

American Airlines

Top premium economy airlines

Top airlines for economy passengers..

Southwest Airlines

Allegiant Air

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Delta, Southwest get top marks for customer satisfaction in J.D. Power airline survey

Delta Air Lines and Southwest Airlines received top marks in J.D. Power’s North American airlines customer satisfaction survey for 2024.

The firm’s results, announced Wednesday, noted that airlines investing in their staff are seeing more satisfied customers despite higher airfares compared to a year ago.

“There are many aspects to the overall air travel experience that airlines cannot control, but one area in which they can profoundly influence is the positive effect that airline staff has on passengers,” Michael Taylor, J.D. Power’s senior managing director of travel, hospitality, retail and customer service, said in a statement. “The big takeaway from this year’s study is the power of people to positively influence the overall flight experience. Airlines that are investing in staff training and recruitment are finding ways to overcome the negative effects of crowded gates and planes simply by being nice to their customers.”

According to the survey, passengers’ main priorities are getting to their destinations easily and safely. That outweighs even ticket price in determining a traveler’s satisfaction with their chosen carrier. 

J.D. Power conducted its survey between March 2023 and March 2024, polling 9,582 passengers who traveled on a major North American airline during that period. Here’s how the carriers broke down.

Delta Air Lines gets top marks in premium cabins

• Delta Air Lines scored highest in both the first/business class and premium economy segments in J.D. Power’s survey, earning 743 points in the former and 716 points in the latter out of a possible 1,000. Delta’s strategy has emphasized premium service in recent years, and that position seems to be paying off.
• JetBlue came in second in the first/business class category with 736 points, and the segment average was 701. Air Canada scored lowest for its most premium cabins, earning 629 points.
• In premium economy, Alaska Airlines took the second spot with 687 points, beating the segment average of 675. 
• Air Canada again scored lowest in the premium economy sector, with 628 points.

Southwest Airlines is a flyer favorite for economy

• Southwest Airlines kept its position as the preferred economy carrier for the third year in a row, earning 685 points. The airline recently announced it is considering changes to its cabin layout and boarding process, which could upend one of the key differentiators between it and other airlines.
• Delta Air Lines was second-favorite among economy travelers with 651 points, beating the segment average of 613.
• Frontier Airlines scored the lowest in customer satisfaction, earning 472 points for its economy offering.

Zach Wichter is a travel reporter for USA TODAY based in New York. You can reach him at [email protected].

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Once again, corporate travel professionals have rated Delta No. 1 in the annual Business Travel News Airline Survey for the 13th year in a row , citing Delta’s extraordinary customer service, distribution channels, expansive network, and quality of communications as the best in the business.

“Each and every day, we work to earn our customers’ trust and loyalty, and winning this award for an unprecedented 13 years in a row inspires us to keep improving and delivering for our customers,” said Steve Sear, E.V.P., Global Sales and Distribution. “Delta continues to invest heavily in our service, our network, and the entire business traveler experience. And we couldn’t have done it without our people.”

Business Travel News is the leading global source of business travel information and intelligence, reaching more than 44,000 corporate customers who are responsible for setting travel policy, buying business travel, and managing meetings and events for their companies.

The annual survey asks corporate travel professionals to rank airlines on a variety of attributes, including customer service, sales support, distribution, network, products and services. Delta led in nearly every category once again this year.

In 2023, Delta has undertaken a number of efforts to continually improve the business travel experience, including:

• Introducing fast, free onboard Wi-Fi — enabling business at 30,000 feet — for SkyMiles Members on most domestic mainline aircraft. Delta also recently announced a new partnership with Hughes to bring streaming-capable connectivity to its fleet of regional jets beginning mid-2024.
• Expanding Delta’s industry-first Global Sales Support (GSS) chat product to 24/7-availability for customers so support is always available for customers, whenever they need it.  
• Offering customized solutions tailored to each account and their travel footprint to elevate the journey for business travelers every step of the way, whether that’s contracting, integrating joint venture partners or negotiating flexibility.
• Refreshing onboard food and beverage options , creating a restaurant experience at cruising altitude.
• Opening five new Delta Sky Clubs in 2023 — EWR , BOS , MSP , JFK and the only airline lounge at MCI — with plans for additional expansions next year.
• Announcing its largest-ever trans-Atlantic schedule for 2024, including new service to Naples and additional routes to Ireland, Zurich and more.
• Continuing to improve operational reliability, getting customers where they need to be, when they need to be there, to get business done.

“In a year of monumental change in the industry, Delta has maintained our steadfast commitment to our corporate and agency partners, and this historic win is validation that we’ve taken the right path,” said Bob Somers, S.V.P., Global Sales. “The BTN survey is Delta Business’ report card for how we’re meeting customer needs in the areas they value most. We’re honored to see they appreciate what we’re doing — putting them at the forefront of every decision we make. We’ll continue to build upon this momentum, while remaining humble and hungry to do even better for them in the years ahead.”

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