Item: Egencia
Rating: 1
Author: Jessica Fish

Overall Satisfaction with Egencia

Use Cases and Deployment Scope

Egencia was used by my company to plan and organize all corporate travel. I worked with several executives to plan their travel through Egencia, including car rental, hotel, and flights. It helped because the executive was able to enter their information in their account and then set me up as an administrator. I didn't have to worry about entering their information, the system would automatically populate it from what they entered.

Pros and Cons

Pros

I have very few good things to say about Egencia.

Cons

Customer service was awful. It was a running joke that when we had to call customer service for something (frequent), it was a crap-shoot whether we were going to get someone that knew what they were doing.
The website was not intuitive and sometimes made it difficult to find the flights we wanted. Most of the admins resorted to looking for flights on other services and then searching for that flight specifically in Egencia.

Return on Investment

The accounting department liked being able to get reports by department.

Alternatives Considered

Concur Travel and Expense and Upside Business Travel

Egencia didn't hold a candle to any of the other programs I used. Concur was much more professional and intuitive. Upside's customer service was head and shoulders above Egencia's.

Support Rating

I'm giving them a four because not all of their customer service was terrible. There were some agents that were fantastic at helping me get things sorted out. But it was much more likely that I would get someone who either didn't know what they were doing or did the bare minimum to get you off the phone.

Key Insights

Do you think Egencia delivers good value for the price?

Are you happy with Egencia's feature set?

Did Egencia live up to sales and marketing promises?

Did implementation of Egencia go as expected?

I wasn't involved with the implementation phase

Would you buy Egencia again?

Other Software Used

Concur Travel and Expense, Upside Business Travel, Slack, Asana

Likelihood to Recommend

My experience with Egencia was terrible, across half a dozen admins. We had a running document of issues that we kept because there were so many. There were flights that didn't book properly and cancellations that didn't go through even though we spoke directly to a customer support agent, executives not getting their points for flights or hotel stays and getting charged for calls that were required by Egencia's system to book a trip. Frankly, they have some terrible customer support agents (not all, I did speak with some perfectly lovely and very competent ones, but it was 50/50).

Comments

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Just say no to terrible business travel booking.