Success stories

Improving experiences for all Direct Line Group employees

A collaborative travel and events partnership that delivers improved experiences for all stakeholders, from travellers and bookers, to internal communications and procurement.

Direct Line Group (‘the Group’) uses Capita Travel and Events to manage its business travel, accommodation, meetings and events. Having a solution that drives cost reduction is a big focus for the Group, but traveller experiences and welfare are vital.



The automated delivery of value added benefits is accompanied by messages that encourage travellers to make smart buying choices.

Reflecting one of the Group’s values to "say it like it is", one of its regular travellers comments: “I find Capita’s service really easy to use. It’s quick, simple and provides me with everything I need when I’m on the move.”

For travel arrangers, an online self-booking portal is a vital tool in improving experiences and helping them reflect another of the Group’s values, "do the right thing". There has been an increase to 90% bookings made online, without a mandate.

Satisfaction surveys have been implemented to measure services and tools and user satisfaction scores have improved by 5% year-on-year with a 97% score achieved most recently.

The partnership has also recieved recognition with "Travel Team of the Year" at the 2017 Business Travel Awards.


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The partnership received recognition with ‘Travel Team of the Year’ at the 2017 Business Travel Awards.

“...a true example of listening to your traveller and working with your TMC to make it work for everyone. Simply brilliant and a worthy winner.”

Judges’ citation, 2017 Business Travel Awards

Download: Direct Line success story

Find out how we manage Direct Line Group's business travel, accommodation, meetings and events by downloading our success story.


Interested? Let’s have a chat about your company’s travel, meetings and events objectives - from the stuff that keeps you awake at night, to the everyday experiences of your employees! Call us on 0330 390 0340, or submit your details below.