Together with our customers, we have implemented a major change by transitioning to using the new online booking service, which is based on the KDS Neo (TM) tool. Like any change, this has been more challenging for some users than others. Despite the changes (or perhaps because of them) some customers’ share of online bookings started increasing right after the implementation whereas, with other customers, we saw a slight decline in the first months that eventually turned into steady growth.
I would like to thank everyone for your efforts, support and active participation in this time of learning new things. Your own organisation’s internal communication and instructions have played a vital role in supporting this change.
We have listened to our customers and heard both positive and negative comments from the new users of the service. A lot has changed since we first introduced the internationally award-winning KDS Neo (TM) – an online booking service owned by American Express Global Business Travel – to Finnish business travellers a little more than one year ago. During this time, we have been actively involved in planning the system’s further development and our feedback has resulted in many improvements in the display of flight and hotel options, availability of one-way rates, overall usability and the search functionalities, among other things.
“I think the online service is easy to use whether you are a traveller booking your own trips or a travel arranger. Profile management is also clear. Statistics Finland has been using the Neo service since November 2017, and our online booking rate has now grown to 94%.” – Ari Elo, Planner, Statistics Finland
We are focusing strongly on our unique strength – offering two different booking processes. This means that you are free to choose whether you want to complete the entire itinerary and booking at once using the door-to-door search or to book your flight, hotel and/or rental car separately through a shopping cart-type flow.
We have learnt that separate bookings are slightly more common in Finland and the Nordic countries compared to Central Europe. We have paid special attention to developing this service, and you will see the results in the first half of 2019. There will be changes in the user experience both in terms of flights and hotels. We are using data mining in order to process airline rates and the services available on individual flights, and we are expanding the hotel options to also include Booking.com and Expedia.
In addition, we are now offering what you have been asking for! A single mobile app where travellers can book flights, hotels and cars, view and modify their bookings and receive relevant messages during their trip. You can get the new and improved Amex GBT Mobile app on your smartphone. To learn more about the app, visit: https://www.amexglobalbusinesstravel.fi/en/smt-trends/51-reasons-business-travelers-should-download-amex-gbt-mobile-app. You will find the instructions for activating the booking functionality on our customer portal, if necessary.
I would like to thank all of our customers for the past year. Let’s keep on working and improving together in 2019!
American Express Global Business Travel