Are AI travel recommendations sabotaging your corporate travel policy?
Good news: AI-enhanced tech and smart browser plug-ins can actually reduce spend, maintain policy adherence and support duty of care.
JOHANNESBURG – You’ve probably noticed it already. That moment when you’re searching for flights and Google suddenly suggests a complete itinerary: hotels, restaurants, even local experiences; all tailored specifically to you. It feels helpful, almost magical. But then the nagging doubt creeps in: Is this actually the best option for my company? Am I about to blow the travel budget on something that looks perfect but breaks every policy rule? You’re not alone in this worry. Google’s AI Mode has rolled out to over 180 countries, fundamentally changing how we discover and book travel. Those Gemini-powered recommendations feel incredibly personal – because they are. The system knows your preferences, your past searches, even your browsing habits. It’s serving up options that genuinely appeal to you as an individual traveller. But it can get tricky, especially for business travel.
For example, the jury’s still out on AI’s accuracy. Many travel bookers can share cautionary tales: travellers arriving at “highly recommended” hotels that lack promised amenities, or worse, discovering their AI-suggested accommodation has permanently closed. These generative AI missteps – from outdated information to outright hallucination – highlight the current challenges and limitations. But AI is learning – and adapting – at pace, which suggests these growing pains may soon be a thing of the past.
For travel managers, AI presents a headache of a different sort.
With so much choice, how do you keep travel bookers and travellers in line? In other words, how do you harness AI’s power to enhance the user experience (both in terms of travel booking and traveller satisfaction) while maintaining policy compliance, cost control and duty of care?
Mummy Mafojane, GM of FCM Travel, says today’s travel management companies (TMCs) are harnessing the power of AI – while addressing operational realities.
“Today’s browsers are quick and powerful, and the default for most bookers and travellers,” says Mafojane. “But the options are overwhelming, and AI systems, in their quest to deliver personalised recommendations, may surface non-preferred suppliers, suggest accommodations outside approved vendor networks, or recommend premium options that exceed company travel policies. The very intelligence that makes AI valuable to individual travellers can inadvertently encourage “leakage” in the business travel space – where reservations are made outside of the official travel policy.”
For Mafojane, the challenge isn’t AI itself, but ensuring managers, bookers and travellers don’t lose sight of corporate objectives around cost management, supplier relationships, sustainability and traveller safety.
“You have to be realistic,” says Mafojane. “Travellers are using browsers, like Google Chrome, all day, every day. They also don’t know their travel policies by heart – or perhaps even where to access them – and are inundated with accommodation options, often with great reviews and in appealing locations. The challenge is to keep them on policy and within budget.”
This scenario repeats across every aspect of travel – from flight selections to ground transportation. And well-intentioned employees often make bookings that serve their immediate needs but undermine broader corporate travel strategies.
Importantly, explains Mafojane, these decisions impact negotiated rates, supplier relationships, consolidated reporting, and duty of care protocols.
For FCM’s clients, the solution has been game changing.
“FCM Extension is a browser extension,” says Mafojane. “And it’s proved to a sophisticated yet unobtrusive solution that bridges the gap between AI-powered discovery and corporate compliance. FCM Extension allows employees – be they bookers or travellers – to search different options, while it provides real-time guidance without disrupting the natural ‘search’ or ‘exploration’ process.
As Mafojane explains, browser extensions are pieces of code that live in the web browser, like Chrome or Edge, that read the URL and website contents, then overlay additional elements on top (like a travel policy) to extend their capabilities.
Put simply, FCM Extension identifies when a client’s employees are on OBTs (online booking tools) or travel sites, alerts travellers when they’re about to book outside preferred channels (imagine a simple “Should you be here?” message) or rates, before suggesting more cost-effective alternatives that still meet their needs.
But for Mafojane, that’s just the start.
“The new tech goes beyond simple policy reminders, like booking premium economy over business class. Companies can actually create and craft travel notifications – delivered as pop-ups during the search process – that are unique to their business,” says Mafojane. “Think of it as contextual guidance – from visa requirements and health advisories to sustainability options and preferred supplier rates, specials or promotions – delivered at the precise moment of decision-making.”
The AI-enhanced tech also addresses the travel risk and sustainability – two of 2025’s chief concerns.
Real-time notifications can highlight travel restrictions, security warnings, or health requirements specific to planned destinations, ensuring travellers have current information exactly when they need it (and even guide bookers on how to secure travel approvals in special circumstances). You can also address sustainability by encouraging travellers to book with preferred vendors or make a more sustainable choices that align with your business’s ethos, goals and objectives.
“It’s an exciting time,” says Mafojane. “As AI continues to revolutionise travel discovery and booking, the companies that thrive will be those that embrace intelligent solutions that marry individual preferences with corporate objectives. The technology exists today to create travel programmes that are simultaneously more personal and more compliant – a powerful combination that serves everyone’s interests.”
**ends**
For more information about FCM Travel call Sonnette Fourie on 081 072 2869 or email sonnette@bigambitions.co.za.
About FCM Travel:
FCM Travel, the flagship corporate travel brand at Flight Centre Travel Group (FCTG), is the business travel partner of choice for large national, multinational and global corporations. We are an award-winning global corporate travel management company ranking as one of the top five by size around the world. We operate a global network which spans more than 100 countries, employing over 6000 people.
FCM are transforming the business of travel through our empowered and accountable people who deliver 24/7 service and are available either online or offline. Leveraging FCM’s negotiating strength and supplier relationships in conjunction with our tailored business travel programs, our expertise delivers more for our clients where it matters most to them.
Visit us at www.fcmtravel.co.za
Issued by: Big Ambitions
Contact: Lori Cohen
Tel: +27 79 641 4965
Email: Lori@bigambitions.co.za
