Common Navan Complaints and How We’ve Tackled Them
At Navan, we believe the best companies grow by listening. That’s why we take customer complaints seriously, especially when they highlight areas where we need to do better. Like any rapidly scaling platform, we’ve received our fair share of feedback from customers across platforms like G2, Trustpilot, Capterra, and Reddit.
Some of that feedback highlighted real pain points we’ve taken seriously. Whether you’ve experienced these firsthand or come across Navan complaints during your research, we believe in being transparent about how we’ve responded—and what’s changed since.
We’re committed to continuous improvement. Below, we’ll walk through the most common Navan issues reported in recent years and the steps we’ve taken to create a smoother, more reliable experience.
Complaint 1: Customer Support Wait Times
“Customer support during business hours tends to be quite fast and efficient, but not at all times.” - G2 Review, Karla R., March 2023
What’s available today:
- Established a specialized support team to resolve customer complaints quickly and effectively
- Focused on providing timely assistance to both travelers and admins while also identifying recurring issues to drive long-term improvements
- Conducted consistent root-cause analysis to uncover patterns and insights that improve the overall support experience
- Collaborated across product, engineering, and operations teams to deliver impactful solutions with speed and precision
- Reviewed support team performance regularly through internal quality checks and customer feedback
- Strengthened agent training and coaching based on common themes from customer reviews to maintain high service standards
What customers are saying now:
Customer service availability has grown, with faster response times and a more proactive approach to support.
“When and if you have an issue, their customer service is available by chat 24/7 and they do the heavy lifting to fix or find alternative travel options.” - Trustpilot Review, Jen Rico, February 2025
Complaint 2: App Performance and Mobile Bugs
What we heard:
Some customers reported bugs or sluggish performance in the mobile app. Especially with itinerary updates, receipt uploads, and booking confirmations.
“Sometimes the mobile app crashes and I have to log in to the web version to get into the mobile app again.” - G2 Review, Vinodh M., August 2023
What’s available today:
Navan’s mobile app is designed to support road warriors with speed, clarity, and reliability. The app lets travelers book and manage flights, hotels, and ground transport in one place, and integrates directly with company policies to reduce manual work and compliance issues.
Mobile receipt capture, smart search filters, and real-time itinerary updates aim to reduce friction and help travelers stay on track while traveling. Continuous testing and quality monitoring help provide a stable and consistent experience across devices.
What customers are saying now:
According to reviews, the Navan platform has improved and is now more intuitive and streamlined.
“The app is super intuitive — I can book flights, hotels, and rental cars all in one place, and it automatically filters options based on my company’s travel policy, which saves a ton of time.” - Trustpilot Review, Shai, April 2025.
Receipts upload automation was also improved.
“Simple to upload receipts via mobile using your camera, as it scans the receipt. Almost no need to do it yourself.” - Google Play Review, Peter de Waal, February 2025.
Complaint 3: Onboarding and Setup Complexity
What we heard:
Some admins and travel managers shared that the initial onboarding process felt complicated or required more guidance, especially when configuring policies or integrating with existing systems.
“The onboarding took a bit longer than expected.” - G2 Review, Dennis X., June 2019.
“The implementation was a bit challenging, but it was easy to figure out!” - G2 Review, Sasha S., August 2024.
What’s available today:
For small companies, the self-serve onboarding is supported by a comprehensive knowledge base and Help Center. Step-by-step walkthroughs, video tutorials, and checklists help teams move through the process quickly and confidently.
Mid-sized companies and enterprises work with dedicated account managers who simplify onboarding and help integrations with other systems run smoothly from the start.
In addition, what customers are saying now:
According to reviews, the Navan platform has improved and is now more intuitive and streamlined.
“The app is super intuitive — I can book flights, hotels, and rental cars all in one place, and it automatically filters options based on my company’s travel policy, which saves a ton of time.” - Trustpilot Review, Shai, April 2025.
Complaint 4: Expense Management Solution
What we heard:
Some finance teams noted that Navan Expense did not provide a comprehensive solution, requiring the use of additional tools.
“The specific expense solution developed is not sufficient for corporate needs. You will always need an extra tool to administer this.” - Captera Review, December 2020
What we did:
Navan’s expense management solution is built to reduce manual work and streamline reconciliation. Finance teams can categorize transactions, approve expenses, and sync data with tools like NetSuite, QuickBooks Online, Xero, or Datev.
Real-time syncing and automatic receipt matching help eliminate backlogs and improve financial visibility, to help companies streamline closing the books.
What customers are saying now:
Reviews show that the Navan expense management tool has improved and now provides a seamless expense management experience.
“I have been using it for expense management and it has lifted such a burden off my previous experience with expenses.” - G2 Review, Jon B., April 2024.
“Navan is the future of expenses. My overall experience with Navan has been great! It’s easy to use, intuitive, and makes managing expenses a breeze.” - Capterra Review, Shade A., February 2025.
Complaint 5: Booking Costs
What we heard:
Some customers mentioned that they found the pricing model unclear, especially when comparing plans or understanding what features were included at different tiers.
“Sometimes the search results would not include certain pricing, or the pricing was consistent with the hotel vendor, but it did not allow for points. This is confusing.” - Capterra Review, November 2022.
What we did:
Navan provides clear visibility into travel options and platform pricing. On the customer side, travelers can view rates from multiple providers in real time, with results filtered by policy and budget. Booking tools include access to corporate negotiated rates and loyalty program visibility, where supported.
What customers are saying now:
Reviews show that the Navan expense management tool has improved and now provides a seamless expense management experience.
“I used Expedia and Hotels.com for business travel in the past. They worked fine, but Navan's listings are a similar price, if not cheaper. It’s also more updated and streamlined than Expedia in particular.” - G2 Review, Collin H., February 2025.
Going Beyond the Complaints: How Navan Keeps Listening
While the conversation regarding Navan complaints tends to focus on specific problems, it’s also helped us create a stronger platform overall. Here are just a few more upgrades that came directly from user input:
- Faster search and booking: We’ve improved global inventory and search filters to help travelers book smarter, faster.
- Localized travel options: Navan offers a wide support for global currencies, regional carriers, and VAT-compliant invoicing.
- Generative AI-powered virtual assistant: Launched in 2023, our new in-app assistant helps with everything from booking changes to travel tips, reducing support requests and traveler stress.
These changes didn’t come from guesswork. They came from your feedback, shared through support tickets, reviews, forums, and conversations with our team.
Our Commitment Going Forward
We know that reading about Navan concerns can give prospective buyers pause. But we also hope it shows something else: that we listen, act fast, and always strive to improve.
Navan is built on a culture of customer obsession, and that means we’re never done. If there’s friction, we want to fix it. If something’s unclear, we want to simplify it. And if a traveler’s experience falls short, we want to know how to make it better.
If you’re considering Navan for your company’s travel and expense management, we invite you to see how far we’ve come. Visit our official reviews page, or reach out to our team with any questions. We’d love to show you what’s new.
This content is for informational purposes only. It doesn't necessarily reflect the views of Navan and should not be construed as legal, tax, benefits, financial, accounting, or other advice. If you need specific advice for your business, please consult with an expert, as rules and regulations change regularly.