Guest Post: 2025 Outlook - AI, Duty of Care and Gen Z for business travel

Christine Sikes, executive vice president, customer experience of TMC Direct Travel explains what's hot for this upcoming year

By the end of 2024, business travel spend was expected to reach or surpass 2019 levels. Alongside this growth, the corporate travel landscape is also undergoing significant changes driven by technological innovation, shifting generational preferences, and new integrations, like New Distribution Capability (NDC). From industry consolidation to the rising influence of AI and the changing expectations of Gen Z, business travel in 2025 will prioritise efficiency, personalisation, and safety. 

Industry consolidation will accelerate

The corporate travel industry is already experiencing a wave of consolidation, and this trend will only intensify in 2025. The driving forces behind these mergers and acquisitions are the needs of customers and suppliers - two  important players in the travel ecosystem. Consolidation enables businesses to streamline their services, creating a more modernised and seamless travel experience that benefits everyone involved.

For travel management companies (TMCs), this means greater efficiencies through scale, improved supplier relationships, and the ability to leverage technology to deliver a unified experience. We will see the integration of advanced solutions like AI, machine learning, and predictive analytics play a key role in these mergers, enhancing personalisation and convenience for travellers. The goal is to create a holistic travel ecosystem where every piece - from booking to expense reporting - works together seamlessly. Consolidation, paired with technology, will transform how we approach travel, creating a more unified and efficient experience for business travellers and travel managers alike.

NDC becomes a permanent fixture

The introduction of NDC by the International Air Transport Association (IATA) has generated considerable debate since its inception. While adoption has been slow, it’s clear that NDC is poised to become a permanent fixture in business travel. In 2025, we can expect to see wider acceptance and adoption of NDC, as airlines and businesses recognise its potential to enhance the overall corporate travel experience.

AI takes the wheel

Our day-to-day lives have already been overhauled by AI, and in 2025, corporate travel will be no exception. The year ahead will be marked by a surge in the adoption of AI-powered tools, with the technology set to revolutionise how business travel is managed and bring the end user experience closer to that of consumer travel. 

AI-based agents or “co-pilots” will offer business travellers personalised recommendations, customised itineraries, and proactive support, all tailored to their individual preferences and needs. AI’s ability to predict potential disruptions - such as flight delays or weather issues - while also identifying cost-saving opportunities will be a game changer. For organisations, investing in AI-powered tools will not only improve operational efficiencies but also enrich the traveller experience. AI will complement the human touch, and play an essential role in the new travel experience, delivering more tailored, dynamic support. 

Gen Z will drive business travel closer to self-service

In 2025, Gen Z will make up 27% of the global workforce, and their preferences will increasingly shape the future of business travel. A recent Direct Travel survey found that while most travellers currently prefer a blend of self-service and agent-driven management, Gen Z is edging closer toward a preference for fully self-service travel. Gen Z is more comfortable with technology and expects more autonomy when managing business travel.

As a result, we will see a shift toward self-service business travel management solutions in 2025, particularly those supported by AI. Gen Z travellers will want more control over their itineraries, with the option to make adjustments on the fly using mobile apps and tools. Traditional agents won’t disappear - instead, the industry will move toward a hybrid model where self-service and human assistance coexist, providing travellers with the ability to choose the level of support needed at any given time.

Duty of care 2.0: AI to elevate traveller safety and security

Duty of care responsibilities will expand in 2025, as companies leverage AI and real-time technologies to enhance risk management and ensure their employees are protected throughout their travels. This could include real-time tracking, automated alerts, and comprehensive health and safety measures.

Organisations will increasingly turn to AI to monitor potential risks - whether related to geopolitical tensions, natural disasters or health concerns - to enable quick responses to disruptions. By implementing these technologies, companies can provide their employees with a higher level of care, establishing duty of care as a fundamental pillar of their corporate travel strategy.

As we look ahead to 2025, these trends will transform how business travel is managed, making it more efficient, personalised, and safe. For organisations that are proactive in embracing these changes, the future holds immense opportunities to enhance the traveller experience and achieve success in a dynamic landscape.