Company Type: Technology provider (SAP Concur) / TMC (Amex GBT)
Regions Served: Global
Target Market Segment: Large national companies, Multinational companies
Select Corporate Users: Google
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: Key feature updates quarterly; monthly enhancements
EXECUTIVE TEAM
- Fred Fredericks, General Manager and Chief Product Officer
- Charlie Sultan, President, Concur Travel
- Ryan Demaray, Global Chief Revenue Officer
- Kacey Flygare, Chief Business Officer
- Jenny Chen, SVP and Head of Product Marketing
- Jen Moyse, VP of Product and Head of UX
- Fiona Ashley, VP of Product Marketing
- Christian Klein, CEO, SAP SE President
- Andrew Crawley, Chief Executive Officer, Amex GBT
- Karen Williams, Chief Financial Officer, Amex GBT
- Evan Konwiser, Chief Product & Strategy Officer (oversees product strategy and sustainability) , Amex GBT
- John Pelant, Executive Vice President, Traveler Care and U.S. Defense & Government, Amex GBT
- Joakim Johansson, VP Business Planning (Office of the CEO) , Amex GBT
- Rajiv Ahluwalia, Chief Revenue Officer and Head of Global Business Partnerships, Amex GBT
- Michael Esquibel, Chief Technology Officer, Amex GBT
WHAT THE COMPANIES SAY
Book, service and expense in one AI-powered experience, backed by people. Built with SAP Concur, Complete gives buyers: One connected system with more than 700+ airlines, over 2 million hotels and more than 50 rail providers, curated by AI around policy. One experience with technology and support to see the full picture of trip and spend details to traveler policies, so disruptions get handled seamlessly, with self-servicing options and a smooth hand off if travelers need human support. Booking spend reconciles to expenses in real time, with receipts matched and reports generated automatically. One roadmap that builds what's next together.
Air Content & NDC Strategy: Amex GBT builds on NDC connections to deliver a robust, transparent and service-oriented model that provides the reliability and simplicity you need to fully utilize modern distribution technology.
Unified content and pricing offers access to NDC bundles and fluid pricing alongside traditional fares. One view helps find the best value and alleviate shopping around. Amex GBT and Concur teams alongside automated workflows manage NDC complexity to deliver consistent support and fast response times. Global stability and reach are a priority for Complete. To that end, the companies are integrating across airlines to establish a foundation that can evolve with real-world changes. They claim to be aligning with strategic partners to deliver “new NDC features based on client priorities” to increase reliability “wherever you operate.”
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 to content alone risks producing overwhelming choice, where best value is not clear. An intelligent marketplace organizes that content in context—embedding policy, negotiated benefits, loyalty status and preferences into the results—so the goal isn’t to limit choice, but to make choice meaningful.
Technology & Innovation Roadmap
Amex GBT and SAP Concur’s shared roadmap prioritizes seamless experience, Marketplace leadership, integrated travel and expense, optimized programs and an AI-first platform. Available now are a new desktop and mobile experience, integrated travel support with AI and human assistance, disruption tools, T&E reconciliation that visualizes leakage, supplier offers and loyalty-based personalization. Future rollouts will focus on agentic capabilities.
Approach to AI
SAP Concur has embedded AI across the full travel and expense lifecycle, underpinned by one of the largest corporate T&E datasets in the industry (96M users, 1B+ expense transactions). SAP Concur was named a Leader in all four 2025 IDC MarketScape reports covering AI-enabled T&E and corporate travel booking. The only T&E company named an AI leader across enterprise, midmarket, SMB, and travel-booking categories on G2.
The recent acquisition of Amex GBT by AI holding company Long Lake will accelerate the TMC’s AI ambitions. Amex GBT said customers should expect “agentic customer tools, AI-empowered travel counselors [with] continuous innovation that will make the service they already trust faster, smarter and more personalized.” Long Lake said it would “invest heavily to advance the frontier of AI deployment in the travel experience.”
Key Technology Differentiators
Integrated travel support with Joule and travel counselors: Combines AI assistance from Joule with seamless access to a live Amex GBT travel counselor, so travelers get fast answers to common questions and expert help when needed.
One mobile app for Amex GBT and SAP Concur customers and end-users, simplifying servicing and travel and expense requirements and improving the experience from both partners.
Key technology differentiators will include a streamlined release of NDC content that will give travelers the latest airline content as quickly as possible, helping them make the best choices for themselves and their organization; end-to-end disruption management offering real-time alerts, self-service changes, automated airline fee waiver requests where available and live chat, all in the app; perks at the point of sale, including negotiated rates, loyalty benefits and supplier offers applied automatically across air, hotel and ground; and unified T&E data showing travel program spend, leakage and policy compliance.
Personalization & Policy Features
Policy you can see and ask. Admins build rules by segment with the rule builder, and travelers see compliance or violations in real time. Clients define the lowest logical fare benchmark, whether that's a preferred vendor, a direct flight or the lowest cost. AI answers policy questions in natural language. Personalization is designed to work within the client’s policy.
WHAT CONSULTANTS SAY
One consultant said that many buyers with Amex GBT and Concur are not being kept informed of updates. “It has been incredibly difficult to get clear answers and information on Complete. It is extremely frustrating to have clients who are with GBT and on Concur [but who] seem to be completely in the dark regarding what is next for them.” A senior Concur executive told BTN 80 percent of shared Concur-GBT clients have moved to Complete.
“The recent announcement of the partnership with Amex GBT has caused some consternation amongst many customers who are using Concur Travel on a direct contract, or in conjunction with other TMCs. Given that Concur has been struggling to successfully fix the bugs and make the enhancements needed in New Concur Travel, how will they manage once they splitting their efforts across the new Complete solution?” A senior Concur executive told BTN the longer tail of New Concur Travel fixes is being addressed, but that some criticism here has been taken as constructive feedback.
WHAT BUYERS SAY
One buyer BTN contacted said that Concur has been very clear about its roadmap, including the expansion of Joule, and about the tie-up with GBT. “We work closely with both [GBT and Concur] and are clear in this regard.”
However, many buyers were not as clear, though some companies told BTN they had already been migrated to the new platform by GBT and some had pushed back on that migration. None, however, reported substantive platform changes to date. Instead, among the most noticeable changes was more of a new wrapper on the existing tool, plus a few supplier-led promotional features like fast-track loyalty status. [Editor's note: The company has claimed proprietary perks with Hilton and Hertz, and has just announced fast-track status with Delta Air Lines].
One buyer who had chosen not to migrate to the new tool—for reasons that were particular to the specific program—said that while the Complete team had issued a list of enhancements to clients earlier this year, they had not put timings or even time horizons to that list. “Would certain pieces be a one-year effort or two? They didn’t say,” said the buyer, “But some of the stuff they're talking about is very interesting, and I wish it would come faster.”