Top Insights from the ITM Trending Event 2025

64% of respondents said that balancing traveller policy with traveller behaviour would be a key issue in managing travel in 2025. While travel managers need to develop a policy that aligns with corporate goals, overly rigid rules can lead to traveller dissatisfaction and non-compliance. Instead, policy should be flexible to traveller feedback, prioritise wellbeing, and use data-driven insights to streamline bookings and expense management.

48% of survey respondents listed influencing sustainability practice as a key issue in 2025, a 3% decrease from last year. Travel managers play a key role in promoting eco-friendly travel options, such as encouraging rail travel over short-haul flights or selecting green-certified hotels. Carbon offset programmes are also part of creating meaningful change. For example, Gray Dawes’ Legacy initiative is designed to help our clients achieve their sustainability goals.

44% of survey respondent stated that the implementation and integration of travel technology into their own corporate environment will be a challenge to address in 2025, a rise of nearly 20% from last year. Integrating different software, increasing user adoption, and ensuring travel data is secure and compatible across environments are all of crucial importance. For global businesses, access to a single and unified tech solution that can cross international borders – such as our online booking tool YourTrip – will keep travel flexible and scalable.

Ensuring that trips are cost-effective and valuable – both in terms of budget and the well-being of the traveller – was identified as an essential KPI. A good TMC should be able to optimise a client’s travel spend without compromising on quality or convenience, whether through leveraging negotiated rates or analysing travel data from a reporting tool such as Gray Dawes’ YourData platform. This approach not only reduces overall costs but also enhances traveller satisfaction and safety through well-managed itineraries.

The ability of a TMC to solve tricky travel challenges, often through the use of seasoned travel experts, was identified as a top KPI for clients. While the utilisation of AI technology continues to grow within the business travel industry, the expertise of real people still plays a crucial role. Whether rebooking a traveller during a flight disruption, securing last-minute accommodation when a hotel is overbooked, or navigating complex visa requirements, an experienced agent can tailor solutions on the fly. That’s why we place so much value on the High Touch approach at Gray Dawes – our people are our clients’ people too.

The importance of a TMC’s ability to foresee and manage any travel disruption, such as extreme weather or flight delays, was high on the list of buyer expectations. A good TMC can mitigate disruption through the use of real-time monitoring, automated alert systems, and by leveraging the experience of its travel consultants. The ability to negotiate bumps in the road – whether it be adjusting travel itineraries at the last minute or keeping travellers in the loop – not only minimises the stress of a business trip but also helps clients control costs and maintain productivity.