In the travel industry, the lack of technology can slow down the payments between travel agencies and hotels: operations can take up to 90 days, through bank transfers, and multiple email approvals. Reducing this friction is essential to improve efficiency and deliver a better customer experience.
This contrast was the starting point of the Bavel Travel Summit session moderated by Marta Cid, Head of Sales, Travel Sellers EMEA at Outpayce from Amadeus, alongside two expert voices: Gisella Molla, Managing Director at Business Travel Centre, and Xavier Croix, Head of Payment and Collection Strategy at Grupo Piñero.
The travel agency perspective: security and automation
Business Travel Centre, led by Gisella Molla, generates 90% of its revenue from business travel and MICE (meetings, incentives, conferences, and exhibitions), and the remaining 10% from leisure trips for employees of its corporate clients.
Gisella explained how their processes have evolved. Previously, they made payments using various corporate cards but faced fraud issues and tedious procedures. After several incidents, they decided to try Outpayce’s B2B Wallet, and the change was significant. Today, most of their payments to hotels and airlines are managed through this solution, which provides automation, security, and profitability thanks to cashback.
“The team is delighted with Outpayce’s B2B Wallet. We pay hotels and airlines more securely and efficiently,” said Gisella.
The hotel perspective: volume and costs
Xavier Croix, from Grupo Piñero, explained the complexity of managing payments and collections in a group that includes several hotel brands, such as Bahía Principe Hotels & Resorts, and the tour operator Soltour.
Xavier described the group’s two scenarios:
- In the hotel segment, which handles large volumes, virtual cards and transfers are used for collections.
- In the tour operation, corporate cards and transfers dominate payments.
The main friction point in the hotel segment is the commissions on virtual cards, which reduce already tight margins. However, as a tour operator, these cards are attractive because of the rebate (refund of part of the commission) they provide, helping recover some of what is lost on the hotel side. This creates a constant dilemma.
“In hotels, when we collect with a virtual card, it hurts. The commission reduces margins that are already tight,” Xavier commented.
How to bridge the gap? A shared vision
Xavier noted: “The goal should be to offer a service where rebate is not the only argument for working with one client or another, but where the service itself is good. And here we need technology and everyone’s support.”
Gisella agreed on the need to find more balanced formulas that benefit all parties. She emphasized: “Although there are innovative solutions, there are still major challenges in costs and conditions that require cooperation and creativity.”
Marta concluded: “Ultimately, the main friction point is costs, but the goals are shared: security, transparency, efficiency, and delivering the best possible experience to the traveler.”
Fortunately, technology is already paving the way. Solutions such as automated B2B payments, virtual wallets, and reconciliation tools help reduce processing times, minimize risks, and improve profitability. The future of the industry lies in collaboration and innovation, and every step toward digitalization brings us closer to a more agile and balanced ecosystem for all.
