Government Travel Management: What Agencies Need from Their TMC and Suppliers
Michelle Graves, Library of Congress Travel Officer
Laura Kistler, CWTSatoTravel, Sr. Director, Customer Management
Mark Edwards, US Marine Corps, Head, Passenger Transportation Section
Pam Meriwether, CWTSatoTravel, Sr. Director, Customer Management
Anne Fernandez, El Sol Travel, Sr. Director, Civilian Government and Military Accounts
Summary
This GovTravels Academy session explores the evolving relationship between federal agencies and travel management companies (TMCs), focusing on what agencies need from suppliers to improve performance, compliance, and traveler experience. Delivered in an interactive “Family Feud” format, the discussion highlights real-world challenges and expectations from both government travel managers and industry partners.
A primary theme is the importance of collaboration between agencies and TMCs. Panelists emphasize that travel programs function best when both sides operate as strategic partners, aligning on goals such as cost control, compliance, and service quality. Agencies rely on TMCs not only for booking services but also for data insights, reporting, and operational support that help meet leadership priorities.
Traveler experience remains a central concern. Common complaints—such as flight disruptions, limited availability, delays in reimbursement, and poor communication—highlight the need for responsive customer service and proactive support. TMCs are increasingly leveraging tools like mobile apps, chat services, and real-time feedback systems to reduce friction and improve responsiveness during disruptions.
The session also underscores the importance of clear policies and proper system usage, particularly with platforms like DTS. Agencies are encouraged to guide travelers on when to use self-service tools versus contacting TMCs, helping reduce unnecessary workload and improve efficiency. Additionally, proper authorization workflows are critical, especially for international travel where ticketing timelines and regulatory requirements—such as the Fly America Act—can impact mission execution.
Key performance indicators (KPIs) are another focus area. While travel managers monitor detailed metrics like compliance rates and call center performance, leadership prioritizes high-level outcomes such as cost savings, mission success, and duty of care. TMCs play a key role in supporting these metrics through reporting, service-level agreements, and cost recovery initiatives.
Finally, the session highlights emerging trends such as artificial intelligence, workforce challenges, and evolving traveler expectations. While technology will continue to enhance travel programs, success ultimately depends on strong partnerships, clear communication, and a shared commitment to mission outcomes.