Business POV

Airlines cutting commissions. Online travel services emerging en masse. 9/11. It all meant that Gray's Travel Management had to start charging for services they had previously been doing for free. Owner Glen Stewart has succeeded by tapping industry relationships to offer clients upgrades, cheaper fares and access to hotel rooms.

Gray's clients include Mesirow Financial, the Chicago Wolves and Harpo Productions, which accounts for about 5% of their business. The company employs 30 people in its Northbrook office. Their revenue now depends not on airline commissions but fees from clients. Among other things, they bill for detailed travel reports and the frequency with which a clients change travel plans.