Just say no to terrible business travel booking.
February 12, 2020

Just say no to terrible business travel booking.

Jessica Fish | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Egencia

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.
  • I have very few good things to say about Egencia.
  • 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.
  • The accounting department liked being able to get reports by department.
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.
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.

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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).