Travel agents face the internet’s headwinds of change
I’m a travel agent, but lately I feel more like an information booth.
I’m a travel agent, also known as a trip organiser, professional travel adviser, travel consultant and, most recently, an information booth. People find airfares, accommodation, tours or even car hire online then call travel agents with questions: “Is this airline reputable?”, “Is this hotel in a good location?”, “How many people will be on this tour?” and the list goes on.
By the time we do our research and get back to the client, asking “Can I hold that for you?”, they have not only booked and paid for it but have the confirmation in their hands. “Sorry, but I saved $5 by booking online and there was only one seat, room, car left so I just had to do it. Could you help me with special requests though?”
Before the internet was around, we were in demand. We could charge booking and itinerary planning fees; now, everyone is self-sufficient and internet savvy. Online travel agents are undercutting bricks-and-mortar agencies and some are selling under net (getting back-end rewards). Clients have done their research, they know what they want and how much they want to pay, mostly speaking to us so that we can validate their decisions and send them on their way with a pat on the back and a “Well done!” But that doesn’t pay the bills.
Back in the day, I remember people coming in to sit with me and we’d plan their trip together. We wanted to help build that dream holiday when they retired. I’d help research where to stay, what to see and the best airline to fly with. I’d get excited with them. I’d advise on visas, travel insurance and the best areas to sleep, how long they should spend in a destination, should they drive, fly or take a train between cities and, most importantly, be there to hold their hand for the whole planning process.
It’s largely gone now. The clients we have are the ones who don’t want to book online. They may have been burnt in the past (the internet can’t help you when that volcano erupts, flights are cancelled and you have nowhere to stay), be time pressured or just like human interaction. They’re my type of clients.
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