Generation Z Redefines Business Travel: 70 Per Cent Eager to Travel for Work, But Facing Unique Challenges, What You Need To Know

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Mar 29, 2025 - 13:30

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Generation Z Redefines Business Travel: 70 Per Cent Eager to Travel for Work, But Facing Unique Challenges, What You Need To Know

The business travel landscape is undergoing a significant transformation as Generation Z (aged 18-28) enters the workforce in full force. With their keen desire to experience the world and connect with colleagues across borders, Gen Z is eager to embark on business trips. According to a new study from American Express Global Business Travel (Amex GBT) titled “Meet Tomorrow’s Business Travellers”, 70% of Gen Z respondents look forward to work trips. However, this demographic also experiences unique challenges and frustrations that require attention from employers and travel advisors alike.

As Gen Z transitions into key positions in corporate roles and decision-making processes, they bring with them a distinct set of expectations, including a preference for human support and a growing reliance on technology to improve travel experiences. In this comprehensive analysis, we will explore the key findings from Amex GBT’s report, dive into how Gen Z is reshaping the business travel sector, and provide insights into how travel advisors can tailor their services to meet this generation’s specific needs.

The Eager Yet Challenged Gen Z Business Traveler

Despite their enthusiasm for travel, Gen Z’s experience with business travel is not without its difficulties. The Amex GBT study highlighted several key insights into the challenges that young professionals face while traveling for work. While 70% of Gen Z respondents express excitement about business trips, they are also confronted with stress and disruptions during their journeys. Nearly half (45%) of Gen Z travelers reported encountering travel disruptions, making them the group most likely to face difficulties during their trips.

This high level of stress can be linked to several factors, including the complexities of modern travel logistics, the increased risk of delays and cancellations, and the need to juggle work responsibilities with travel requirements. Gen Z’s comfort with technology and automated solutions can alleviate some of these stresses, but the study shows that this cohort still values human interaction when things go wrong. In fact, 70% of Gen Z travelers prefer human support when faced with disruptions, signaling a strong desire for empathetic, personal assistance.

Gen Z’s Preference for Human Support in the Digital Age

Although Gen Z is often described as “digital natives,” with a deep familiarity with technology and a strong preference for digital tools, the study shows that they are less comfortable using generative AI for certain tasks compared to previous generations. When asked about flight bookings, 60% of Gen Z travelers stated that they would prefer human assistance over AI solutions, compared to 66% of Millennials who are more comfortable using technology for the same task.

This pattern extends beyond flight bookings. Gen Z is also less comfortable using AI for expense reports and restaurant reservations, despite their familiarity with digital platforms. This suggests that their reliance on human support is not solely a matter of age or digital fluency but may also be linked to their workplace experience and the level of personalized support they expect in professional settings.

Travel advisors and business travel managers can capitalize on this insight by offering tailored services that strike the right balance between automation and human interaction. Providing access to expert advisors who can step in when needed, particularly during disruptions, can significantly improve Gen Z’s experience and satisfaction with business travel.

Communication and Support Needs for the Changing Workforce

The Amex GBT study also underscores the importance of tailoring communication strategies and support systems to meet the unique needs of Gen Z as they move into more senior roles within their organizations. As this generation continues to shape the future of the corporate world, travel professionals must adapt their approaches to support these emerging decision-makers effectively.

A key finding in the study reveals that 63% of Gen Z travelers are unaware of their employer’s duty of care, indicating a gap in communication regarding safety and support during business trips. This presents a significant opportunity for corporate travel managers and advisors to educate their clients about the duty of care, ensuring that travelers feel safe, informed, and supported throughout their journeys.

Gen Z expects more than just logistical arrangements; they want to feel cared for, confident, and connected while on the road. As this generation moves into leadership roles, their expectations for smarter, more responsive travel solutions will continue to evolve. Travel professionals must stay ahead of these trends to maintain a competitive edge in the growing corporate travel market.

Future Expectations: What Gen Z Wants from Business Travel

Looking to the future, the Amex GBT report reveals that 55% of Gen Z respondents expect to travel more for work in five years than they do today. This optimism is paired with expectations for a smoother, more efficient travel experience, with two-thirds of Gen Z travelers believing that business travel will become easier over time. However, this optimism is tempered by a demand for more comprehensive support and the desire to feel genuinely taken care of during business trips.

As the Gen Z workforce continues to grow, businesses will need to adapt to meet these evolving expectations. Offering personalized support, both human and technological, will become increasingly important for attracting and retaining top talent. Furthermore, travel advisors must find innovative ways to provide a seamless and stress-free travel experience, addressing the unique needs of Gen Z travelers.

The Role of Travel Advisors in Gen Z’s Business Travel Journey

While automated solutions and AI tools will play a significant role in the future of business travel, human support will remain crucial for Gen Z travellers. As these young professionals enter the workforce in full force, travel advisors have a unique opportunity to provide the personalized service and empathy that this generation values so highly. Whether it’s offering assistance during travel disruptions or helping to navigate complex itineraries, human support can significantly enhance the business travel experience.

Travel advisors can also assist in creating customised travel policies and solutions that are specifically designed to meet the preferences and needs of Gen Z employees. This includes offering flexible booking options, easy access to real-time support, and ensuring that duty of care protocols are clearly communicated.

Conclusion: Gen Z is Reshaping the Future of Business Travel

Gen Z’s influence on the business travel industry is undeniable. As this generation becomes a larger part of the workforce, their preferences and expectations are driving significant changes in how corporate travel is managed. Their desire for luxury, convenience, and personalized support will continue to shape the travel industry, presenting opportunities for travel advisors to provide high-touch service alongside cutting-edge technology.

As Gen Z seeks to balance their digital fluency with a preference for human interaction, travel advisors must adapt their strategies to offer a seamless experience that blends the best of both worlds. The future of business travel looks bright, and by embracing these changes, travel professionals can position themselves at the forefront of this exciting shift in the corporate world.