The BTN Group conducted a comprehensive survey of travel programs to assess how managers and buyers offer services and communicate policies to corporate travelers, and the extent to which those travelers get the message, comply with organizational rules or stray to external services and unapproved channels. This research examined many aspects of the business travel experience, from guiding policies, supplier selection, booking and pre-trip approvals to pre-departure communications and processes, en route components, service recovery and crisis management and through to expense reporting and collecting traveler feedback. In each of these areas, there are instances when buyers and travelers see eye to eye and share similar perceptions of organizational travel programs. In other instances, the disconnects are clear. Get the full story at Business Travel News