Eight critical questions to ask prospective TMCs during the RFP process

Selecting the right travel management company (TMC) can make or break your corporate travel programme. With business travel costs representing a significant portion of many companies' budgets, the stakes couldn't be higher. Yet many organisations rush through the RFP process without asking the questions that truly matter. 

The difference between a good TMC and an exceptional one often lies in the details that emerge only when you ask the right things. Here are the eight critical questions that will help you identify a partner who truly understands your business needs. 

What questions do I need to ask?

1. What level of service can you provide? 

Gone are the days when businesses accepted impersonal call centres for their travel needs. The best TMCs offer dedicated points of contact who understand your company's unique requirements, traveller preferences, and booking patterns. 

Ask prospective TMCs how they assign new business and whether you'll have consistency in the individual or team that’s servicing you. Will you have a dedicated corporate travel advisor who knows your business inside and out, can make last-minute changes seamlessly, remember your CEO's seating preferences, and anticipate potential issues before they arise?  

2. How do you handle out-of-hours support? 

Business travel doesn't follow a 9-to-5 schedule. Flight delays at midnight, urgent booking changes on weekends, and emergency travel requirements can't wait until Monday morning. 

Enquire about their after-hours support structure. Do they offer genuine 24/7 assistance, or will your travellers be redirected to overseas call centres? Understanding their emergency response protocols could save your business significant stress and expense when things go wrong. 

3. What technology do you have – and how does it benefit my business? 

The technology backbone of your TMC partnership affects everything from booking ease to expense reporting. Ask for demonstrations of their booking platform, mobile capabilities, and integration options with your existing systems. 

Consider how intuitive their technology is for both frequent and occasional travellers. The most sophisticated platform means nothing if your team finds it difficult to use or if it creates more work rather than less. 

4. How do you demonstrate cost savings? 

Every TMC claims to offer cost savings, but the devil is in the details. Ask for specific examples of how they've helped similar businesses reduce travel costs without compromising service quality or levels of care. 

Request case studies that show measurable results. The best TMCs don't just negotiate better rates; they provide strategic insights into spending patterns, identify opportunities for policy adjustments, and offer data-driven recommendations for optimising your travel programme. 

5. What reporting and analytics do you provide? 

Comprehensive reporting transforms travel from a necessary expense into a strategic business tool. Ask to see sample reports and understand what data they can capture and analyse. 

Look for TMCs that offer insights beyond basic spend analysis. Can they identify trends in booking behaviour? Do they provide duty of care reporting? Can they help you understand the true cost of your travel policy exceptions? 

6. How do you ensure traveller safety and duty of care? 

Your duty of care responsibilities extend far beyond booking flights and hotels. Ask prospective TMCs about their risk management capabilities, emergency communication protocols, and traveller tracking systems. 

Understanding their approach to traveller safety, especially for international travel, is crucial. Do they provide real-time alerts about disruptions or security concerns? How quickly can they locate and assist travellers in emergency situations? 

7. What is your fee structure?  

Transparency in pricing prevents unwelcome surprises down the line. Ask for a complete breakdown of all fees, including transaction fees, service charges, and any additional costs that might apply. 

Some TMCs offer competitive base rates but add numerous supplementary charges that can significantly impact your total cost. Understanding the full fee structure allows you to make accurate comparisons between providers and budget appropriately. 

8. Can you provide references from similar businesses?  

Nothing speaks louder than satisfied clients who face similar challenges to your business. Ask for references from companies in your industry or of comparable size and complexity. 

When speaking with references, ask specific questions about service quality during disruptions, the responsiveness of their dedicated counsellor, and whether the TMC has delivered on their promised cost savings and service levels. 

Making your decision count 

The RFP process is your opportunity to find a TMC that truly understands your business needs. By asking these critical questions, you'll move beyond surface-level promises to understand which provider can genuinely add value to your travel programme. 

Remember that the cheapest option isn't always the best value. A TMC that offers superior service, technology, and strategic insights often pays for itself through improved efficiency, traveller satisfaction, and genuine cost optimisation. 

Take the time to ask these questions thoroughly. Your future travel programme's success depends on choosing a partner who can deliver on their promises when it matters most. 

Experience the Travel Counsellors for Business difference 

If you’re starting to do the groundwork for RFP season, it pays to get ahead and start making contact with prospective TMCs early. If you’d like to have a conversation about how Travel Counsellors for Business could support your organisation with care-led travel solutions, get in touch with our team for a no-pressure discovery call.