Doug Payne Marks 34 Years at Convention and Shares Top Highlights from an Unforgettable Week

A Milestone Convention

This year’s GBTA Convention in Denver marked my 34th consecutive appearance – and as I prepare to retire after more than four decades in the business travel industry, it was a milestone I’ll never forget.

Over the years, I’ve seen this convention evolve into a powerhouse of innovation, collaboration, and advocacy. This year, I walked the Expo floor not just as an industry veteran, but as someone deeply proud of the next generation stepping up to shape our future – especially the talent within ALTOUR.

ALTOUR Intelligence Takes Center Stage

From the moment the Expo opened, the energy was electric. The ALTOUR team was out in force, showcasing our AI-powered solutions under the ALTOUR Intelligence banner – and the response was incredible.

One of the most memorable moments came from a travel program leader at a major U.S. energy company, who shared how AI Predict helped ease travel anxiety with real-time, predictive updates during a complicated journey to Denver. Their impromptu, heartfelt feedback perfectly captured what ALTOUR Intelligence is designed to do – empower travelers and restore confidence, even when plans don’t go as expected.

We also showcased AI Book powered by ello™, now live for U.S. clients. At ALTOUR, we’re focused on helping clients make every business trip more impactful. AI Book delivers on that promise, removing friction from the booking process and replacing it with a smarter, faster, more personalized experience. Our partnership with ello™ brings together the best of technology and travel management to serve the evolving needs of today’s business traveler.

With this rollout, ALTOUR is setting a new standard for global, AI-powered corporate travel booking.

AI in Focus: Key Insights from the Education Sessions

AI wasn’t just the talk of the Expo floor – it was a central theme across many of the education sessions.

One standout was “Will AI Replace the Travel Manager?” where Will Pinnell of HRS shared that 90% travel managers are already using AI tools, and 52% say those tools are outperforming expectations. These numbers reinforce what many of us already believe – AI isn’t a threat; it’s an enabler.

That theme continued in “Travel Agents vs. AI: A Collaborative Approach to Customer Service,” where Dan Moretta, President ALTOUR Canada, joined an engaging panel alongside Riccardo Vittoria and Nathalie Lylock of Acai Travel. Together, they explored how AI and human expertise can work hand-in-hand to deliver the highly personalized service today’s travelers expect.

Advocacy in Action: Industry Impact on Capitol Hill

GBTA has always been about more than just products and panels – it’s also about advocating for the future of business travel.

As a proud former member of the GBTA Legislative Advisory Council and current Legislative Chair of the GBTA Ohio Valley Chapter (OVBTA), I had the opportunity to participate in the “Advocacy in Action: Government Relations & Travel Industry Impact” session at this year’s Convention. This interactive “meet the committee” event offered attendees a behind-the-scenes look at GBTA’s advocacy efforts are shaping public policy – and why it matters more than ever.

Advocacy has been a passion of mine for many years.   I have had the opportunity to participate in the GBTA Legislative Summit for more than a few years, this year representing not only my long-time home chapter – OVBTA but my new home state of Florida.  During the Summit, our team met with staffers and elected Members of Congress from Ohio and Florida to champion the key issues that impact not only our industry, but the broader economy.   As a bonus this year, our delegation found ourselves front and center in a U.S. House of Representatives Armed Services Committee budget hearing for the Pentagon.   Me and my fellow OVBTA member Bobbi Huber had the honor of meeting both Defense Secretary Pete Hegseth and the Chairman of the Joint Chiefs of Staff – General John D. “Raizin” Caine, an experience that I won’t soon forget.

I’m grateful to ALTOUR for supporting both my involvement in advocacy and for sponsoring this year’s Convention. Our commitment to this work sends a strong message: the business travel industry deserves – and must have – a voice in Washington.

Ladders Legacy: A Full Circle Moment

A personal highlight this year was my continued involvement in the GBTA Ladders program, now in my 11th season as a mentor.

I had the privilege of co-leading Team Doug & Ryan with my friend Ryan Pierce, and in May, our team made it all the way to the final round of the Season 11 competition. That alone would’ve been memorable – but what made it truly special was that one of the finalist teams included my daughter, LeeAnn Payne, representing Delta Air Lines. It was the first time in Ladders history that a father and daughter competed against each other in the finals.

The winning team, Team RITA, featuring our own Millie Macauley Dodds from ALTOUR UK, delivered an outstanding concept using AI to reimagine and revolutionize the airport security experience. Fast forward to GBTA Convention Denver, and Team RITA took the stage to present their winning ideas to the broader GBTA community.

Seeing their bold, creative thinking spotlighted at Convention was incredibly rewarding – especially knowing that all four finalist teams had an ALTOUR colleague among them. It’s moments like these that make me so optimistic about where our industry is headed. The future of travel is in very good hands.

Looking Ahead

As I reflect on this year’s GBTA Convention – my 34th and one of the most energizing yet – I feel nothing but pride and gratitude. The talent, technology, and teamwork I witnessed in Denver make me excited for what’s next, not just for ALTOUR, but for the entire business travel community.

While I’ve begun to step back from full-time responsibilities, I’m not quite done yet. I look forward to continuing to support ALTOUR and the wider industry in an advisory capacity, sharing what I’ve learned, championing future leaders, and staying close to the work that has defined much of my professional life.

To everyone I’ve had the pleasure of working with, mentoring, or learning from over the years: thank you. And to those just beginning their journey: our best days are still ahead.