American Express eases business travel

Business travelers seeking the fastest routes to their destinations can now hop aboard the TravelBahnSM Gateway , a new Web-based reservations system from American Express. Instead of navigating arcane commands for five different computerized reservation systems, Amex travel counselors can use the Gateway to reserve flights, hotel rooms, and rental cars quickly and easily for the agency’s 5 million business travelers.

The Gateway integrates these external computerized systems with Amex’s internal customer database, giving counselors access to each customer’s profile, prenegotiated rates, and preferred suppliers.

A voice-recognition component allows travelers to make reservations via phone and have Amex travel counselors complete them later. Business travelers can update their profiles and access itineraries using Amex’s new Web portal. Reservation requests may be submitted via e-mail. The multiyear project involved integrating a wide range of technologies, including .Net, C++, Java, XML, SQL/DBMS, Web Services, and CTI (Computer Telephony Integration).

An even bigger challenge was trying to implement the more than $50 million project in an environment wracked with airline mergers and bankruptcies, says Michael Laughlin, vice president of global solutions development. Amex says the Gateway yields a huge productivity gain for employees who typically handle 2,000 transactions per year.