INSIGHT
New expectations, new rules. Meet the modern business traveller
Are the colleagues joining you on trips the same as they used to be? Do they travel differently? Are they expecting what you once thought were luxuries and pushing for more?
Today’s generation of business travellers are reshaping travel programmes with a more human focus. Strict itineraries or one-size-fits-all approaches are not in. They want choice, comfort, transparency, tech that actually works, and service that feels like service, not a transaction.
Millennials, Gen Z, and a touch of Gen Alpha are projected to make up 80% of the global workforce by 2034. Putting them firmly in the driver's seat when it comes to influencing expectations now and into the future.
Flexibility or forget it
The freedom to tweak a departure time, extend a work trip into the weekend, or build in personal stops is quickly becoming the standard. As a result, business travel invites with blurry objectives and flight times they wouldn't dream of booking for themselves are starting to get phased out.
According to the recent Deloitte Gen Z and Millennial Survey, work-life balance is a non-negotiable. In fact, it's the top trait Gen Z and Millennials look for when choosing where to work. So, it's no surprise that the expectation for corporate travel to flex around them, too, is here.
The same sentiments come into play when choosing and booking travel. On-demand apps that predict their next move and serve up curated content without asking are daily experiences for this generation. If business trips can't meet that same level of personalisation, it will fall short. Business travel is evolving to align individual schedules, lifestyles, and goals.
More than 50% of Millennials and Gen Zs say that long work hours are a dealbreaker, and half report that their stress levels increase when decisions are made without them.
The bleisure trend is another clear signal. More business travellers are asking tough questions. Why fly halfway across the world just to head straight home after the boardroom briefing? According to our recent State of the Market Report, Deloitte, and the Global Business Travel Association (GBTA), bleisure has no signs of slowing down.
VIP travellers hit different
With these new travellers in the skies, we're also seeing a shift in the cabin. If you have the pleasure of flying business class, have a quick look around next time you're up there. You're just as likely to see a millennial founder in sneakers as you are a seasoned exec reading a white paper.
“When you find yourself at the front of the plane, you might notice a different demographic than what has long been the 40 or 50+ suit and tie traveller. As people’s desires have become needs, the demand for high-level personalised service equates to more VIP travel.” Said Renos Rologas, General Manager, FCM Australia & New Zealand.
VIP travel is well and truly having its moment. Across the multinational companies FCM Travel crosses paths with and supports globally, VIP service is a requirement 75% of the time. And while some still reserve this for board members and C-suite execs, it's quickly trickling down to senior roles like vice president (VP) and senior vice president (SVP). With these new faces entering the VIP cohort, the scale of service grows quickly.
Similar call-outs are being observed in corporate travel ticket types. Data shows that premium economy bookings have risen by 2%, and business class bookings have risen by more than 13% year-on-year across the world.
Another trend that's grown since 2020 is where VIPs are based. Previously, most requests came from Australia, the U.S., and the UK, with a handful from Singapore or China. Now, FCM Travel is seeing rising demand from regions like the Middle East, Africa and Latin America. A timely reminder that global reach, needs to mean global service, not just a head office perk.
These VIP travellers are not confined to a single industry, either. They’re coming from everywhere. Banking, health, construction, arts, education, mining. You name it. VIP travellers are no longer defined by age or tenure, it’s defined by expectations and impact.
Comfort counts, plus some
Yes, lie-flat beds are 10/10. But comfort has taken on a much broader meaning.
Business travellers nowadays are just as likely to care about tech that doesn’t miss a beat, sustainable options that align with their values, and processes that don’t add unnecessary friction.
Around 59% of Gen Z and Millennials are anxious about climate change and expect companies to do more with their money, time, and resources. One major way they address this concern is through educating employees on making more sustainable choices.
Add in the surprising number that more than 60% of global Gen Z and Millennials indicate that they either currently do or plan to reduce their air travel to better support sustainability. A prompt to decision makers that some travel programmes may need to rethink their approach to green options and travel objectives.
And when it comes to tech? Well, think about how frustrated you get when your phone lags. Now multiply that by four. For these digital natives, smooth ways to pay, app-based services, and fast digital experiences matter.
For those in the pilot seat
The shift is subtle, but it's happening all around us. Travel programmes need to align with travellers. That means leaning into data to personalise based on past behaviour. Promoting self-service where it makes sense. And choosing business travel tech that allows all this to happen.
And for travel managers, make it easier—not harder—for travellers to feel in control and access little extras. There should be flexibility for unique needs, available perks or benefits in supplier contracts, considerations for mental and physical wellbeing, accommodations for different people and requirements (e.g. families, dietary, cultural, accessibility), and support for bleisure.
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