One of the best ways to understand traveller behavior is to capture it right at the time of booking. Reason codes are an excellent way to gather insight from your travellers and spot opportunities to optimise your travel program. They can be set up to be frictionless for the traveller, allowing them to continue with the booking after providing a response as to why they made a specific travel choice. Information collected through reason codes is integrated into your travel data analytics. Before putting reason codes in place, identify what information is essential and what you plan to do with the data. You should also use reason codes sparingly, having too many areas where you are collecting feedback could cause fatigue and result in travellers clicking anything to move forward. The most common use of reason codes is to determine why a traveller booked out of policy. Here are some of the ways Egencia clients leverage reason codes:
- Flights – the most common use of reason codes is to determine why a traveller booked a flight that was higher than the lowest logical airfare. Typical drop-down selections offered to the traveller include “lower overall productivity choice”, “need to arrive at destination at a specific time”, “traveling with a client” or “other class of service not available”
- Hotels – if you set hotel per diems, reason codes can be used to determine why a higher hotel rate was selected. Typical drop-down selections offered to the traveller include “rate included amenity/perk”, “selected due to location” or “meeting/convention site”.
- Car rental – car reason codes are helpful when determining why a specific type of car was selected such as “required larger car for additional passengers” or “weather and or terrain required selection of this car class”.
- Advanced purchase – reason codes can help identify why a traveller needed to book a last-minute trip, such as “to accommodate client request”.
- Personal travel – companies that choose to let their employees book personal travel on their Egencia account use reason codes to identify these trips and remove them from compliance reporting. This can also redirect personal trips to avoid an approval process.
To learn more about setting up reason codes on your Egencia site, view this guide.