SAP Concur and American Express Global Business Travel have added new features to their joint offering Complete, including reporting on program leakage, self-service capabilities during travel disruptions and supplier perks offered at the point of sale, the companies announced.
The leakage reporting is a new dashboard available to travel managers in Complete that shows total travel spending, including bookings made outside the travel program, broken down of line of business, travel category, vendor and traveler, according to the companies. Concur Travel president Charlie Sultan said the leveraged data from both Concur and Amex GBT provides "more drill-down opportunities" for travel managers, such as seeing which suppliers are being booked the most out of policy or which travelers are booking outside of policy most frequently.
"It's really to help improve the visibility, compliance and performance of their program," Sultan said.
The leaking reporting dashboard currently is available to early adopters and will be generally available in the first quarter of 2027.
The disruption management feature brings self-service capabilities into the Complete app, Amex GBT chief product and strategy officer Evan Konwiser said. The app can provide alerts when flights are delayed or canceled, or travelers can go into the app themselves if they learn of the disruption from external sources, and can see alternatives and change flights if needed. That prevents travelers from having to go to multiple sites—if they wanted to see options beyond their original carrier, for example—or having to endure long waits on hold with suppliers, he said.
The feature, available to early adopters now and widely available in the first quarter of 2027, includes a real-time waiver tool that factors into available options, and the feature ensures that rebookings are within policy. If a traveler's desired option is not available in the app or is not within policy, the app can move them to a travel counselor conversation with the context already provided, Konwiser said.
The third new feature is the capability to deliver supplier offers at the point of sale, which Konwiser said lets travelers see the value of the offerings in the context of their travel policy. Those offerings include perks available to the individual traveler because of their loyalty status, perks the corporate travel program or Amex GBT had negotiated and specially tailored offers from suppliers to encourage more use, he said.
"Being able to be transparent at the point of sale, factoring in the value to decision making, really helps to bring modern retailing alive," Konwiser said. "We're doing this by having the right inclusion engine and integrating it into Complete."
The supplier offers in Perks will be widely available in August, and the benefits will be available to early adopters in August and widely available in the fourth quarter. Konwiser added that Amex GBT plans to integrate that "inclusion engine" into Egencia following the Complete integration.