Survey shows AI adoption in business travel is outpacing governance

New findings from the eighth annual SAP Concur Global Business Travel Survey show that AI has already become part of the business travel experience. Employees are using AI to plan and manage trips, even as many organisations are still establishing policies, governance frameworks, and approved tools to support its use.

The result is a disconnect between how business travellers are using AI and how organisations are managing it.

"Organisations need to understand how AI is being used today and establish clear frameworks that support employees and manage risk," said Charlie Sultan, President of Concur Travel at SAP Concur. "Trust starts with giving employees AI tools they can rely on, supported by clear policies, built-in security, and experiences that make it easy to stay within company guidelines."

Employees are already using AI to support business travel

For many business travellers, AI has become a practical tool for managing the logistics of corporate travel. According to the survey, 75% of business travellers are using AI-powered tools to support elements of their business trips.

Many are doing so outside of company-approved channels. Nearly three-quarters (72%) say they have used or would use AI tools that are not approved or supported by their employer—often referred to as "shadow AI"—to plan or book travel. This includes 30% who would do so because their company does not offer AI tools for this at all.

The trend is driving concern amongst business leaders. Eighty-five percent of CFOs say they are worried employees are using unapproved AI tools to plan or book business travel.

"What 'shadow AI' tells us is that technology is moving faster than governance," said Theodora Lau, an expert and author on AI in financial services. "Organisations simply aren't updating policies and guidance at the same pace that employees are adopting new tools."

The findings suggest employees are gravitating towards the AI tools they find most useful, regardless of whether those tools are company approved. For travel leaders, that creates an opportunity to better understand how employees want to use AI and provide solutions that balance employee productivity with security and compliance requirements.

Organisations are concerned about AI-related risks

Finance leaders are paying close attention to the risks that may accompany broader AI adoption. Sixty percent of CFOs say travel expense fraud is increasing within their organisations, and 73% believe it's at least somewhat likely that employees are using AI to falsify travel expenses or receipts.

Perceptions differ significantly across stakeholder groups. Whilst 92% of CFOs and 86% of travel managers believe it's at least a bit likely that employees are using AI to falsify expenses or receipts, only 66% of business travellers agree. The gap reflects a broader theme that emerged throughout this year's research: leaders and employees often have different perspectives on risk, trust, and technology use.

Additionally, governance challenges extend beyond business travellers. Forty-three percent of travel managers say they need additional training on how to use AI effectively, underscoring how quickly expectations are changing across travel programmes.

As AI becomes even more accessible, organisations will need to ensure employees understand which tools are approved, how company data should be handled, and where appropriate guardrails are needed.

Business travellers and travel managers see broad AI potential

Even as governance concerns arise, enthusiasm for AI remains high. Both business travellers and travel managers identified a range of opportunities where AI could improve the business travel experience.

Business travellers are primarily looking for convenience and efficiency. Their most requested AI capabilities include integration into other parts of their workflow (36%), company communication software (33%), and proactive booking push alerts and pop-up reminders (31%).

Meanwhile, travel managers see the greatest opportunity in capabilities that support programme oversight and business traveller wellbeing. Their top priorities include AI-powered duty-of-care notifications (45%), policy compliance support (42%), and global risk monitoring (41%).

The findings also show that business travellers and travel managers prioritise different AI capabilities. Business travellers are looking for tools that simplify their day-to-day experience, whilst travel managers are focused on visibility, compliance, and safety. Organisations that can address both sets of needs may be better positioned to inspire adoption of approved tools whilst reducing reliance on shadow AI.

Governance must keep pace with employee behaviour

The findings make clear that AI is reshaping how business travel is planned, booked, and managed. Employees are adopting these tools to work more efficiently, whilst organisations are attempting to address the governance and security considerations that come with broader use.

Success will depend on aligning governance with the way employees are using AI. Rather than treating AI adoption solely as a compliance issue, organisations should establish clear policies and provide trusted tools that support responsible use.

This approach can help close the gap between employee expectations and organisational oversight.

The SAP Concur Global Business Traveller Survey was conducted by Wakefield Research between 1–20 April 2026, amongst 3,300 business travellers in 21 markets: ANZ (Australia, New Zealand), Benelux (Belgium, Netherlands, Luxembourg), Brazil, Canada, Denmark, Finland, France, Germany, India, Italy, Japan, Mexico, Norway, Portugal, Saudi Arabia, Singapore, Spain, Sweden, Switzerland, UK, and U.S.

The SAP Concur Global Travel Manager Survey was conducted by Wakefield Research between 1–20 April 2026, amongst 800 travel managers, defined as those who direct or administer travel programmes for businesses, across eight markets: ANZ (Australia and New Zealand), Canada, Germany, India, Italy, Japan, UK, and U.S.

The SAP Concur Global CFO Survey was conducted by Wakefield Research between 1–20 April 2026, amongst 700 CFOs across seven markets: ANZ (Australia and New Zealand), Canada, Germany, Italy, Japan, UK, and U.S.