What I value most about Egencia is the balance between technology and service. The platform is intuitive and efficient for travelers and bookers, which helps drive adoption and compliance, while still being backed by a responsive support team when complex or urgent situations arise.

I also appreciate the transparency in reporting and policy controls, which are critical from a Global Travel & Expense perspective. It gives us visibility, control, and the ability to make data-driven decisions while maintaining a good traveler experience. Review collected by and hosted on G2.com.

While Egencia offers solid functionality overall, there are a few areas where improvements would significantly enhance the experience.

One key limitation is the inability to book mixed cabin classes within the same group reservation. This creates operational challenges when traveler needs differ (e.g., executives vs. standard travelers) and often requires splitting bookings, which reduces efficiency and visibility.

Another opportunity for improvement would be the introduction of a global events or group travel module. A centralized section where departments can submit and manage group travel requests would be extremely valuable. Ideally, this would allow Events or Travel teams to have full visibility, manage approvals, coordinate bookings, and send communications to attendees in one place. This would reduce manual processes and improve oversight for larger movements of people.

Additionally, a more robust approver dashboard would be highly beneficial. It would be helpful if approvers could easily see where their team members are traveling, what is booked, and upcoming trips not just individual approval requests. This would enhance duty of care, budget visibility, and planning.

Additionally, it would be beneficial to introduce an option within the booking dashboard that allows travelers to upgrade their flight using their personal form of payment. This would provide flexibility while maintaining policy compliance and ensuring the company is only covering the approved portion of the fare.

Overall, the platform is strong, but greater flexibility for group bookings, improved global event management capabilities, and enhanced visibility tools for leadership would take it to the next level. Review collected by and hosted on G2.com.

I find Amex GBT Egencia to be an excellent service, the best we've ever used in years. The platform is easy to use, and the customer service representatives are very helpful. I really appreciate the utility and user-friendliness of the platform. The way the platform is organized and set up makes it very efficient for travel booking. Users can get in, make decisions, book travel, and download the needed data easily. Additionally, the support we received from our account manager made the initial setup very easy. Review collected by and hosted on G2.com.

At times, there are very long holds to wait to speak to a customer service representative on the phone. The phone calls do take quite a bit amount of time to get to completion. Understandably, the reps do have to repeat back to the caller each of the specific details so that both parties can be in alignment. But if there is any way that the calls could be made tighter, briefer, this would expedite efficiency. Review collected by and hosted on G2.com.

I like the ability to book quickly online, as well as the wide range of services offered by Egencia by Amex GBT. I also appreciate the competitive pricing and how it respects corporate agreements. The initial setup was very easy and uploading all the information of regular passengers saved us a lot of time. Review collected by and hosted on G2.com.

The Travel Consultants are very slow. It takes too long to validate the information in order to access a human agent to help solve a problem that cannot be resolved online. This should be easier because if there is a technical failure on the platform, someone should be available more quickly to resolve it. Review collected by and hosted on G2.com.

I find Amex GBT Egencia easy to use for booking travel, including flights and hotels. The multiple options for selecting flights make it simple to understand and choose the best fit for my needs. If I ever miss an invoice, it’s easy to find it again through Egencia. The platform isn't just about convenience; it helps standardize travel across the company, booking everything in one place with built-in policy controls. It's also great because it saves time and is cost-effective, offering curated options aligned with company policies and negotiated deals. The initial setup was quite easy. Review collected by and hosted on G2.com.

Sometimes negotiated Egencia rates are higher than the rates on other booking sites. Review collected by and hosted on G2.com.

I like that Amex GBT Egencia makes business travel simple and centralized—it’s easy to book, manage, and track everything in one place while staying within company policies. Review collected by and hosted on G2.com.

The platform is very structured, which is great for compliance, but it can occasionally limit flexibility when trying to explore alternative travel options. Review collected by and hosted on G2.com.

They have a strong online tool that has been upgraded to meet current market standards, and it’s good to see that they keep improving and moving with the times. Review collected by and hosted on G2.com.

The customer service (backend team) is a nightmare—honestly, it’s pathetic. GBT really needs a clear plan for improvement and proper investment in this area. The core quality of GBT is being scaled down and undermined simply because of this issue. Review collected by and hosted on G2.com.

Having all of our travelers’ data in one place makes it much easier to book multiple trips across the company. It’s also helpful to have all the airline carriers in one location, along with the hotel chains. Review collected by and hosted on G2.com.

Way too many changes. It feels like the tabs keep moving around, and the redefined categories make it hard to follow and find what I’m looking for. Review collected by and hosted on G2.com.

I like the fact that it's turnkey and easy to use. Review collected by and hosted on G2.com.

The major concern is the hotel rates and loyalty points aren't always consistent. For example, if I book on my own sometimes I get a better rate than using the Engencia tool. Review collected by and hosted on G2.com.

I like that all the info and data is in one place. I like the cost comparison and the ability to accept lower costs when available. I like that I can book for groups of people most of the time. Review collected by and hosted on G2.com.

Too many clicks to get where I need. I book for multiple travelers, the "trip" will often disconnect and I need to go back to the 'drafts' and book each traveler individually - then when I want to copy the confirmation codes, I need to search each traveler separately as their own trip, despite booking as one trip. The pages take a long time to load, which would not be an issue if I didn't need to take so many clicks to get one piece of information. Review collected by and hosted on G2.com.

The agency is always striving for continuous improvement, adding new tools to the website, which I find very helpful for travel managers. Review collected by and hosted on G2.com.

The customer support service sometimes is very slow and innacurate Review collected by and hosted on G2.com.