Case Study: Allegion achieves fewer booking errors and happier travelers with BCD Travel

Allegion’s QC innovation leads to fewer errors and happier travelers

Allegion partnered with BCD Travel to reduce booking errors and improve traveler satisfaction in its corporate travel program. The company’s challenge was that employees were misunderstanding travel policy, which created friction, increased complaints, and led to avoidable mistakes in the booking process.

BCD Travel and Allegion applied a manufacturing-style quality control approach, using program data, error categorization, traveler education, and agent training through BCD’s TripSource traveler platform and other communications. The result was a 50% drop in policy-related booking errors in the U.S., with complaint rates per issued airline ticket falling below 1%, and a repeatable quality control model now being rolled out to other regions.

Allegion

Dan Schwartz

Travel Leader