Company Type: TMC
Regions Served: Global
Target Market Segment: Unmanaged travelers, SMEs, Large national companies, Multinational companies, Sector-specific (e.g. nonprofit, sports, marine)
Select Corporate Users: Bank of America, WarnerBros./Discovery,
Users/Seats: Not disclosed
Annual Bookings: Not disclosed
Annual Transaction Volume: Not disclosed
Set-Up / Implementation Fees: Not disclosed
Ongoing Fixed Charges: Not disclosed
Transaction Charges: Not disclosed
Update Frequency: Monthly
EXECUTIVE TEAM
- Andrew Crawley, Chief Executive Officer
- Karen Williams, Chief Financial Officer
- Eric J. Bock, Chief Legal Officer, Global Head of M&A and Compliance & Corporate Secretary
- Patricia Huska, Chief People Officer
- Evan Konwiser, Chief Product & Strategy Officer (oversees product strategy and sustainability)
- John Pelant, Executive Vice President, Traveler Care and U.S. Defense & Government
- Joakim Johansson, VP Business Planning (Office of the CEO)
- Rajiv Ahluwalia, Chief Revenue Officer and Head of Global Business Partnerships
- Michael Esquibel, Chief Technology Officer
WHAT THE COMPANY SAYS
Travel that fits how the company is built. Content, policy, servicing and expense run in one system. Client configures everything from a single admin console. Policy is applied by traveler category, with pre-booking approval when budget sign-off comes first. Content connected at source: NDC, low-cost carriers, seat maps, European rail, and hotels beyond the GDS. Traveler receives a comprehensive trip in one itinerary, including any offline bookings made by an agent. Plugs into the client stack with SAML single sign-on, Connect Profile, API-based policy and booking in Microsoft Teams.
NDC Content: GDS, aggregator connections, direct connects with suppliers
Air Content Strategy: Amex GBT builds on NDC connections to deliver a robust, transparent and service-oriented model that provides the reliability and simplicity client companies need to fully utilize modern distribution technology. Neo allows clients to access NDC bundles and fluid pricing alongside traditional fares.
Hotel Content: GDS (Sabre, Amadeus, and Travelport+), direct connects and hotel aggregators like Booking.com and Expedia
Hotel Content Strategy: An intelligent marketplace is the foundation of trust in AI-enabled travel. Comprehensive, competitive content is table stakes. what sets an intelligent marketplace apart is how it curates and interprets that content. Access alone risks producing overwhelming choice, where best value is not clear. An intelligent marketplace organizes content in context—embedding policy, negotiated benefits, loyalty status and preferences into the results. The goal isn’t to limit choice, but to make choice meaningful.
Ground Transportation Content: More than 100 rail operators available, including Deutsche Bahn, SNCF, SNCB, BeNeRail, Trenitalia, Renfe and Eurostar. Partnerships with SilverRail and Trainline.
Technology & Innovation Road Map
Neo’s roadmap rests on five investments: seamless experience, Amex GBT Marketplace leadership, integrated travel and expense, optimized programs and an AI-first platform. Now – Smart retailing in Marketplace content, expanded self-service, Neo in MS Teams and a combined app with GBT functionality. Soon – Intelligent Hub and an AI-powered reporting platform for program administrators.
Key Technology Differentiators
Amex GBT Neo offers one fare, not two – when NDC and ATPCO fares overlap, deduplication rules are designed to show a single option. Where airlines provide the data, NDC fares display sustainable aviation fuel labels. Additionally, it is servicing in the platform – change, cancel, hold and exchange online. Neo also handles expense in the platform – card transactions are matched, receipts are required above set thresholds and reminders escalate to managers. Lastly, the company handles policy through API – other systems can use Neo's trip validation.
Personalization/Policy Features
Policy mirrors client structure in Neo. Travel managers set policy by traveler category across air, rail, hotel, car and ground. Fare caps apply during search, so travelers see options that fit. Pre-booking approval holds a trip in draft until the approver accepts, then Neo books it automatically. Special requests like visas get their own workflow, and offline bookings are checked against policy.
WHAT CONSULTANTS SAY
Consultants view Neo as a tool “built for large, complex, multi-country programs” and is among the top three for this user group, with “duty of care, traveler tracking and global data consistency” among the standout features.
The tool has “strong air, backed by GBT's negotiated content and sourcing scale” and hotel content is good.
Neo’s user experience is “challenging” and “a weakness compared to newer tools,” said one consultant. “Its strengths are approval workflow and policy depth. The configurability of the platform is great for the complex programs but also requires more of buyers.”
Another said that rumors are swirling over the future of Neo. “I would advise anyone using Neo to at least start the process of looking for a new tool, especially if they aren't interested in Egencia or Concur/Complete.”
Amex GBT flatly rejects this, however, and has told BTN and buyers that a roadmap is ahead and the company continues to onboard Neo customers.
WHAT BUYERS SAY
One buyer chose Neo specifically for its ability to show both air—low cost and legacy carriers—alongside rail on the same screen.
Neo’s user experience has improved recently but “still shows too many identical or similar fares in the fares list.”
NDC content is still a concern. “A serviceable NDC solution with BA has been like pulling teeth but NDC and anything in the corporate sector takes forever,” said one. Another said, “The ability to book rail overseas would be useful.”
Amex GBT involves buyers in its roadmap and product development. “We believe we are heavily involved with development and whilst some features have taken time, we still believe we are listened to.” Another buyer expects the roadmap and development to “undoubtedly accelerate” since AI-automation firm Long Lake acquired the travel company.
Many buyers say they have cautioned Amex GBT that those AI developments will need to clear an internal governance review for approval. “We have been reassured nothing will change without our approval. Time will tell.”
While some consultants still feel Neo’s user interface is fiddly, a buyer who recently moved from Concur to Neo said travelers had given him “great feedback” on it: “With Concur there were so many extra “nexts” to click; this is not present in Neo. The interface feels more modern.”
Another buyer said they felt “actively involved” in the roadmap for Neo and Amex GBT had been very responsive. “I have been concerned about the future of Neo since the SAP/Complete announcement. I asked a year ago, what happens when ownership changes….and here we are. So far they are saying the right things.”
The TMC ownership of Neo is a concern to some buyers but one said it had not been an issue. “I know others have inventory issues with the TMC (not just GBT but BCD, FCM, Navan, etc.) withholding certain fares to push their goals.” The buyer said one way to avoid this is to introduce penalty charges where this happens.