1. Market trends and behaviour

A TMC that is both global and local is aware of market changes, whether they are major overall trends, or whether they’re only happening in only one region or country. This includes processes or trends such as the way technology is displayed and utilised, or how travellers choose to pay. 

Take China, for example. Booking behaviours have changed, and there’s been a distinct shift from air travel to land travel particularly for travel within four hours, namely rail or private car transport.

“It’s changed completely,” says Calvin Xie, General Manager for Greater China at FCM Travel. “Before, we would always educate clients to book their tickets seven days in advance because it's cheap and it embodies better travel behaviour. But this no longer works. Nowadays, many of our travellers tend to book only one day or even a few hours in advance due to the uncertainty and frequent itinerary changes.”

Travel managers and travellers are also overwhelmed by advanced technologies, so the business travel experience whether online or through a travel consultant is more important than ever. Tailored travel programmes that integrate technology, rich content and a trusted service are a priority in this region.

Calvin and his team have also worked hard to modify FCM Platform for the Chinese market. The result is an open-ended platform enabling WeChat Pay and Alipay, easy comparisons between rail and air ticket prices, consistent reporting and data flows, and profile management aligned with your company system. 

2. Consumer culture

Different cultures drive nuanced business travel across regions. Traveller expectations, booking behaviours and duty of care often differ from country to country, making it essential for global travel programmes to balance global consistency with local adaptation.

This time, we will use India as an example. Known as both high-tech and high-touch, the market demands end-to-end travel solutions that combine round-the-clock support with smart technology. 

Access to global content, such as global hotel chains or airlines, is vital. But Indian corporates equally value and seek strong local content. This includes hotels located close to meeting venues/business hubs, reliable domestic carriers, and vetted ground transport providers that meet regional standards for safety and service.

“What makes a programme successful in India is not just the breadth of global supply, but the depth of local content. You want assurance that your travellers will have access to the right hotel, flight, or transport option. Our role is to integrate both into one seamless platform and offer them a holistic experience,” said Sunny Sodhi, Managing Director, FCM Travel India.

3. The adoption of technology

Some markets embrace technology quicker than others. At times, the rate of digitalisation can appear alarming, but is indicative of culture and habits.

Japan, for example, has seen an extraordinary acceleration – and adoption – of mobile tech. According to Vicki Parris, General Manager, Southeast Asia and Japan, this is because locals wanted to avoid going out during the pandemic, but still continued with regular activities such as shopping, restaurant dining and banking. Enter tech.

“While not in the same category as retail activity, domestic corporate travel, too, saw a huge inclination towards digitalisation, with sheer necessity soon evolving into a deliberate choice,” says Vicki. “Travellers realised that paper is not convenient. We are now fielding more and more requests from both companies and individuals to digitalise the business travel process.”

There’s also convenience and choice to think about, especially in a market where the type of options available differ from other countries. For example, why not hold a small meeting in a smaller boutique hotel where your team can really integrate with a local cultural experience?

“The focus is to be all-encompassing and accessible on a single platform. Big-name hotels must be part of the inventory. Small, hot-spring inns deserve space as well. It is difficult for such entities to be found on your own, and having them online in one place helps,” said Vicki. “Besides convenience, it's important to optimise opportunities for everyone in the travel ecosystem: who says good meetings cannot be held in these small inns? Your team might love the idea!”