How World Travel Service, a BCD Company, Transformed Group Air Bookings: 700% Faster with 97% PNR Success Rates
Table of contents
World Travel Service
Summary
Challenge
Solution
Outcome
What’s Next
World Travel Service
World Travel Service is a leading global travel management organization that supports corporate travel, meetings, and events through technology-driven solutions. With a strong emphasis on scalability, efficiency, and traveler experience, World Travel Service serves BCD’s mid-market with high-impact travel solutions.
Summary
World Travel Service partnered with AMGiNE and Cvent to modernize its group air booking process, replacing manual, time-consuming workflows with automated, AI-driven efficiency. The result: 700% greater productivity, 97% PNR accuracy, and 40 hours saved per 100-person group. The team slashed proposal times from 24 minutes to just three, delivering a faster, more seamless experience to travelers and agents alike.
BCD: Cvent form and AMGiNE integration
The Challenge: Manual booking overload during peak group travel
As a market leader known for helping people and companies travel smart and achieve more, World Travel Service sets a high bar when it comes to innovation, efficiency, and customer satisfaction. Supporting a diverse portfolio of clients including global enterprises, high-compliance industries, and Fortune 500 brands means every process must effectively scale while maintaining accuracy and care. Except World Travel Service had a problem: Group air booking—one of the most resource-draining processes in corporate travel — was not scaling to its satisfaction.
Despite having Cvent’s digital registration tools in place, agents were spending countless hours extracting traveler data; navigating the Global Distribution Systems (GDS) that connect travel agents to airline, hotel, and car rental inventories in real time; and handling a cascade of emails for every trip. The process required up to 40 hours of agent labor per 100-person group, often under tight timelines and with rising client expectations.
“There’s long been a pain point and friction in the gap between when registrations were completed and when travelers started receiving trip proposals,” says David Mitchell, President of BCD Travel Midmarket and World Travel Service.
The legacy workflow created anxiety across the system for travelers, planners, and agents alike.
AMGiNE’s JENi – White-labeled (BCD) traveler shopping tool
The Solution: Smart automation with a low-touch workflow
World Travel Service’s journey toward modernizing group air began with a foundational step: testing AMGiNE’s capabilities through a spreadsheet-based pilot. In this early phase, the team uploaded group travel data manually into the platform to evaluate its flight shopping logic, policy enforcement, and booking accuracy. This allowed World Travel Service to validate the technology in a controlled environment before moving toward deeper integration.
The results quickly validated the approach. Agents found the platform easy to use, and the flight options aligned well with their professional judgment.
“The spreadsheet pilot gave us immediate insight into how powerful the platform could be,” says Mitchell. “It showed us that AMGiNE could replicate the kind of decision-making our agents deliver, and that gave us the confidence to take the next step.”
Building on that success, World Travel Service introduced a low-touch workflow powered by AMGiNE’s integration with Cvent. As soon as attendees registered, AMGiNE automatically generated flight options in accordance with company policy and past traveler behavior. These options were routed to agents for quick review and then passed on to travelers — no spreadsheets, no copy-paste errors, and no lag time.
The system empowered World Travel Service to maintain its white-glove service while accelerating delivery. It gave agents oversight and flexibility while letting automation handle the heavy lifting behind the scenes. That level of control, paired with speed and scalability, struck the perfect balance.
AMGiNE’s JENi – Flight options
“Auditing AMGiNE’s AI automation capabilities early on gave us confidence that the recommendations would meet the high standards our agents, travelers, and clients expect, and deliver the right experience at every touchpoint,” says Mitchell.
Just as importantly, the technology was easy to use, delivering immediate relief for both agents and travelers alike, and turning what used to be a slow, reactive process into a proactive and personalized experience.
The Results: Turning pain points into performance gains
Service The integration paid off across the board. World Travel Service reduced trip proposal time from 24 minutes to just three, a 21-minute savings per traveler. That translated into 40 hours saved per 100 bookings and a 700% improvement in agent efficiency.
At the core of this efficiency is how Passenger Name Records (PNRs) are created and managed. A PNR contains all essential booking details for a traveler — from flight segments and ticketing status to contact and preference data. Accurate, timely creation of PNRs ensures travelers receive correct itineraries, policy-compliant options, and seamless post-booking support. With the AMGiNE integration, World Travel achieved 97% PNR success rates, reducing friction for both agents and travelers.
Travelers noticed the difference immediately, and the internal feedback was equally strong. The improved speed, accuracy, and transparency benefited individual bookings and reshaped expectations across the board.
“The response has been overwhelmingly positive,” says Mitchell. “It’s proof that when you streamline the right parts of the process, everyone in the ecosystem benefits.”
That positive reception gave World Travel Service the confidence to evolve its service delivery. “We’re redesigning how we set expectations with customers about when they’ll receive itineraries,” adds Mitchell. “The experience is totally different now.”
What’s more, the efficiency was so dramatic that it exposed new challenges: credit card processors flagged bulk transactions as suspicious.
“We had to throttle GDS ticketing responses because we were pushing too many too quickly,” says Mitchell. “It speaks to how impactful this is on workload management.”
What’s Next: Expanding across the business
Following the pilot, World Travel began expanding the integrated AMGiNE and Cvent solution across its mid-market brands, including Adelman and Acendas Travel, as well as into its North American global division. Additional capabilities are in development, with additional support for block space, multiple forms of payment, with agentic AI elements on the horizon.
“The integrated AMGiNE and Cvent integration is nothing short of a game changer,” says Mitchell. “This closes the gap between our premium services and the traditional group air booking experience.”
With a 97% PNR success rate, 700% efficiency gains, and fully integrated automation, World Travel is building a future-ready model for group air.
“The combination of AMGiNE and Cvent has allowed us to fundamentally reimagine group air,” says Mitchell. “It’s modern, scalable, and traveler-friendly — exactly what our clients expect from a premium service.”