Industry Insights
ITS Marketing
November 4, 2026
Most travel goes right. The trips that go wrong are the ones your travelers remember, and they're the ones software handles worst.
Automation is very good at the happy path. A traveler books, the flight leaves on time, the receipt matches the card. That's most trips, and agents should handle all of it without anyone noticing.
The test comes at 2am, when a flight is cancelled and the last connection out is filling up. That's when a chatbot loop or a 40-minute hold queue turns a delay into a missed meeting. It's also the moment travelers decide whether they trust your travel program.
Read the low-star reviews across corporate travel platforms and one complaint repeats: no reachable human when the trip breaks. No phone number on the itinerary. A bot before a person. A text queue that leaves the traveler standing at the gate.
Buyers want this solved. In the same GBTA research (conducted with Spotnana, Marriott and Direct Travel), 89% of buyers said they want automated disruption management and rebooking. And 58% said AI has had little or no impact on their program so far.
Agents take the routine. Consultants take the rest.
ITS consultants are employed by ITS, not a subcontracted local agency. They're staffed across the Americas, EMEA and APAC.
For executives and high-priority travelers, ITS VIP Service adds a dedicated consultant and a global concierge. One executive assistant at a Fortune 500 financial services firm put it this way: when the CEO's flight was cancelled late at night, ITS had him rebooked and checked into a hotel before he left the gate.
We build the rest of our service to the same standard.
If “24/7 support” is on a proposal, ask three things. Who answers at 2am, a bot or a person? What's the average time to reach a human? Does that person work for the provider or a subcontractor?
The answers tell you more than the promise does.
Request a demo to see how it works for your program.
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