Case Study: Mandated International Travel
A prestigious private R1 research university in Pennsylvania recently embarked on a bold transformation of its travel program. By mandating all international air travel be booked through its travel management company (TMC), Collegiate Travel Planners (CTP), and transitioning to Lightning online booking tool, the institution enhanced visibility, improved traveler safety, and delivered a dramatically better booking experience for faculty, staff, and administrators.
The Challenge
Before this initiative, the university’s international travel was decentralized. Travelers booked directly with airlines or consumer sites like Expedia, bypassing institutional oversight. This created critical duty of care gaps, particularly as many faculty and student groups traveled to remote areas across Africa, Asia, and South America.
Additionally, the legacy online booking tool was a known friction point. Users found it unintuitive, especially when booking for small groups or multi-segment trips. Many opted to book outside the system, causing compliance, security, and data challenges.
The Solution
To protect travelers and ensure institutional visibility, the university mandated that all university-funded international air travel be booked through its TMC. This decision was grounded in:
- Traveler tracking and safety alert integration
- Consolidated reporting for leadership and risk teams
- Streamlined support through a single point of service
Rather than simply enforce a policy, the university paired this mandate with a booking experience faculty would actually want to use.
Recognizing the importance of campus-wide buy-in, the university spent over a year on a deliberate, inclusive rollout.
Strategic Steps:
- Lean business case analysis conducted to align on objectives and value
- Formed a 30-member internal advisory board, representing high-volume departments and key stakeholders
- Conducted live demos and feedback sessions across campus
- Partnered with CTP to create a centralized travel policy website and resource hub
- Deployed a series of witty, informative emails (e.g., “Lightning Strikes Next Week”) to raise awareness and anticipation
Switch to Lightning
The institution transitioned from a legacy online booking tool to Lightning, a more modern, intuitive alternative. The choice was rooted in direct user feedback and a desire to simplify the booking process.
The top drivers behind the switch to Lightning were:
- A clean, logical interface travelers could navigate with ease
- Time-saving tools for group travel—especially valuable for faculty-led international programs
- Consumer-style visuals and filters, minimizing the need to shop elsewhere before booking
- Improved air comparison and customization options, such as mix-and-match carriers for outbound and return segments
The Results
Within just six months of launch, the university saw measurable improvement in adoption, performance, and traveler satisfaction:
Travel Program Growth:
• International Air Bookings ? 35% YOY
Increased trust in the platform for complex itineraries and global faculty-led travel.
• Total Travel Spend ? 22% YOY
Reflecting stronger program engagement and centralized purchasing behavior.
• Online Booking Adoption ? from 65.8% to 75.9%
A 10-point leap in adoption—proof that travelers embraced the new experience.
• Booking Support Inquiries Dropped Significantly
Travelers needed less help—because the system was working for them, not against them.
This private research university proved that meaningful transformation is possible when the right policy, people, and platform come together. It wasn’t about control – it was about clarity, consistency, and care for every traveler.
