New research from American Express Global Business Travel (Amex GBT) and Ipsos found that Gen Z business travellers reported more friction with work travel processes than other age groups but remain the most optimistic that the experience will improve in the years ahead.

One particular pain point was expense management, with nearly half of Gen Z travellers (46%) say waiting for expense reimbursement puts significant strain on their personal finances, compared with 37% of Millennials and 22% of Gen X. Filing expenses is also a challenge, with four in ten Gen Z travellers saying the process is difficult.

Yet despite those frustrations, Gen Z remains the most positive about the future of business travel. More than half of Gen Z respondents (54%) believe work travel will become easier over the next five years, compared with 45% of Millennials and just 20% of Gen X.

Across all travellers surveyed, optimists outnumber pessimists by more than two to one. Some 44% believe business travel will become easier in the years ahead, while 17% expect it to become more difficult.

Many respondents expect artificial intelligence to play a growing role in improving the business travel journey, particularly by simplifying planning and helping travellers manage disruptions and expenses.

Evan Konwiser, Chief Product & Strategy Officer at Amex GBT, said: “Gen Z’s confidence in AI-powered solutions reflects a broader truth that the next generation of travellers don’t want to choose between convenience and control.”

Amex GBT says it is designing an “intelligent travel ecosystem” that will anticipate needs, streamline processes and allow travellers to choose when and where they want human support, as technology plays a growing role in reducing friction across the business travel journey.

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